All information about patients is confidential, from the most sensitive diagnosis to the simple fact of having visited, or being registered at, a surgery. All patients can expect that their personal information will not be disclosed to anybody without their express permission.

The exception to this is in extreme circumstances when somebody is at grave risk of serious harm, and disclosure will protect their health, safety or wellbeing.

It may be that in the course of their duty practice staff and attached health professionals will need to access a patient’s records but they are all bound by their contracts of employment to maintain confidentiality.

All health care professionals are individually accountable for their actions

If you have a complaint, or a suggestion about improvements we could make to our service we will be pleased to discuss them with you.

Initially please ring or write to our Practice Manager, Mrs Mary Simpson, at the address on the front of this booklet.

The in-house complaints procedure is meant to provide people with help and explanations of events, and resolve issues. We will acknowledge your communication as soon as possible

PALS (Patient Advice and Liaison Service)

The NHS employs over a million staff in thousands of locations. It is a large and complex organisation providing a broad range of services. It is not surprising that sometimes you or a loved one may feel bewildered or concerned when using the NHS. And this can be at times when you are feeling at your most vulnerable and anxious.

So, what should you do if you want on the spot help when using the health service? The NHS expects all members of staff to listen and respond to you to the best of their ability. But sometimes, you may wish to talk to someone employed especially to help you. The Patient Advice and Liaison Service, known as PALS, has been introduced to ensure that the NHS listens to patients, their relatives, carers and friends, and answers their questions and resolves their concerns as quickly as possible.

PALS also helps the NHS to improve services by listening to what matters to patients and their loved ones and making changes, when appropriate.

about the NHS and help you with any other health-related enquiry

• Help resolve concerns or problems when you are using the NHS
• Provide information about the NHS complaints procedure and how to get independent help if you decide you may want to make a complaint
• Provide you with information and help introduce you to agencies and support groups outside the NHS
• Inform you about how you can get more involved in your own healthcare and the NHS locally
• Improve the NHS by listening to your concerns, suggestions and experiences and ensuring that people who design and manage services are aware of the issues you raise
• Provide an early warning system for NHS Trusts and monitoring bodies by identifying problems or gaps in services and reporting them.

Find out more
If you would like more information about PALS, the functions it is intended to provide and the standards it should strive to achieve , follow this link.

We are a training practice. This involves the training of doctors who wish to become GPs. They are called GP Registrars and work under supervision. A different Registrar is attached to the practice every four or eight months.

Video taping and audio recording of consultations may take place with your consent. Patient records may be inspected by medical organisations assessing Training Practices. Confidentiality is always maintained.

We also teach medical students. They may be present during consultations, with your consent.