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Practice Policies

Confidentiality And The Data Protection Act

Locked blue folderInformation held at the surgery is generally only the medical history. Personal information such as name and address, date of birth, telephone numbers and NHS number are also kept. This information is held in paper medical notes and on the computer. If a patient requires a report for an insurance company, to take out a mortgage or pension, or for legal proceedings, the patient has the right to see this information before or after it is sent to the relevant party.  No information will be sent without written consent from the patient.

Patients may access their medical records if they have a specific reason to do so. Any request must be made in writing and the practice has 40 days in which to allow access. An administrative charge may be made.  A doctor has the right to withhold information concerning a third party or information that is considered to be potentially damaging to the patient.

Freedom Of Information Act

The practice complies with the Freedom of Information Act 2000.  Please ask for further information if required.

Patient Liaison And Complaints Procedure

If you have a concern or wish to make a complaint you can speak to the Practice Manager or write confidentially to the Practice Manager at the surgery address.  The Manager will discuss with you how best to resolve your complaint.

You can also contact the Complaints Manager either in writing, by phone or by email at:

Complaints Dept
Anglia Community Enterprise
659/662 The Crescent, Colchester Business Park
Colchester, CO4 9YQ
Tel: 0800 819 9030


You can contact PALS by email to

Telephone:  01206 918730 (with confidential answer phone)

If you need help making a complaint you can contact SEAP (Support, Empower, Advocate, Promote)who can offer you help and ongoing support while your complaint is being resolved.  They can be contacted at:

Tel: 0330 440 9000

Email: or visit their website -

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.

This practice is working with others in North East Essex to deliver Extended Opening Hours, in order to deliver this service you may be offered an appointment at another location.  In order for the clinician seeing you at that appointment to effectively treat you they will need access to your full medical record, you will be asked for your permission at the time of booking your appointment. For further details on Extended Access please ask at Reception.

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