Practice Policies

Confidentiality & Medical Records

Everyone working with your information has a legal duty to keep it confidential and therefore all patient records held on file either on paper or on computer are strictly confidential.  Locked blue folderThe practice complies with data protection and access to medical records legislation. Identifiable information about you will be shared with others in the following circumstances:

  • To provide further medical treatment for you e.g. from District Nurses, Hospitals, Mental Health Trusts, Primary Care Trusts and General Practitioners (GPs).
  • To help you get other services e.g. from the social work department. This requires your consent.
  • When we have a duty to others e.g. in child protection cases anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.

If you do not wish anonymous information about you to be used in such a way, please let us know.

Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.

Gillick Competence 

As a matter of law, a parent has the right to determine whether or not their child under the age of 16 year will have medical treatment.  This right terminates if and when the child achieves sufficient understanding and intelligence to enable them to understand fully what is proposed.

Freedom of Information

Information about the General Practitioners and the practice required for disclosure under this act can be made available to the public. All requests for such information should be made to the Practice Manager.

Access to Records

In accordance with the Data Protection Act 1998 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through Pauline Atkinson, Practice Manager. No information will be released without the patient consent unless we are legally obliged to do so.

Named GP

All practices are required by NHS England to provide all patients with a named GP who will have overall responsibility for the care and support that the surgery provides to them. 

Patients of The Manor Practice will be allocated the GP assigned to their medical record when they joined the practice. If a patient wishes to specify who their named GP is or wants to find out who is their named GP, they can do so by contacting reception. Please note, there is no requirement within the contract for patients to see their named GP, and patients are free to see any GP at the practice, as they currently do.


Customer service formWe make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

To pursue a complaint please contact the Practice Manager who will deal with your concerns appropriately. Please see Complaints Guide; COMPLAINTS GUIDE PDF

Equality Policy

The practice will not discriminate against any patient on grounds of Race, Religion, Sexual Orientation Gender, Age or Disability and promotes equality amongst all patients and staff.

Violence Policy

The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.

Patients Rights

All patients will be treated with respect, care and consideration by all our staff.  This practice aims to provide the best quality healthcare available under the NHS to all its patients.  Patients medical conditions be managed according to the highest standards as defined by the profession.  Patients will receive appropriate information about their condition and treatment.  The practice will endeavour to educate on healthcare matters wherever possible.

Patients Responsibilities

Patients should attend all appointments made.  If patients need to cancel appointments they need to do this by text or telephone giving as much notice as possible.  If patients fail to repeatedly attend for booked appointments they will be asked to meet with the Practice Manager to discuss how this can be avoided.  Patients should understand that appointments are for one person only.  We also expect patients to treat our staff with respect.

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