Practice Policies

Comments and Complaints

Customer service formWe would be grateful for comments regarding the services we provide. Please speak to our Practice Manager.

If you have any complaint to make about the practice or practice staff, please put your complaint in writing to our Practice Manager who will also provide further information on our complaints procedure. Please be aware that we will not respond to complaints sent via the messaging service on this website. Please also be aware that we will not respond to complaints by email.

Patients' Charter

We agree with the main principles of the Patients Charter and aim to reduce waiting times in the surgery. To help us to make the best use of our time:

  • Please let us know if you cannot get to your appointment
  • If you have more than one problem, it may require more than one consultation
  • If you can attend the surgery please do so, it takes far less time and offers better facilities
  • Please make separate appointments for each person
  • Please notify us of any change of address or telephone number.
  • Please be considerate if you are kept waiting due to an emergency.

Violence and Aggression

This practice supports the NHS Zero Tolerance Policy

The practice maintains a commitment to the well-being of its employees and is supportive of the NHS principles of Zero Tolerance. We ask that you treat your GP and practice staff properly. All reported incidents will be dealt with in accordance with NHS and BMA policy and may result in patient removal.


Locked blue folder

All the staff are bound by strict rules of confidentiality. 

How we use your medical records: important information

  • This practice keeps medical records confidential and complies with the General Data Protection Regulation and UK data protection legislation
  • We hold your medical record so that we can provide you with safe care and treatment
  • We will also use your information so that this practice can check and review the quality of the care we provide. This helps us to improve our services to you
  • We will share relevant information from your medical records with other health or social care staff organisations when they provide you with care. For example, your GP will share information when they refer you to a specialist in a hospital, or your GP will send details about your precription to your chosen pharmacy
  • We use a medical record system called SystmOne. Other health and social care organisations, for example GP Out of Hours services and community services, who also use this system may have the ability to view your GP medical record when they are providing care to you. You may be asked if you are happy for your record to be viewed, or in some circumstances you may be sent a verification code to allow services caring for you to view your record. You can choose not to allow other organisations to be able to view your GP medical record
  • Healthcare staff working in A&E and out of hours care may also have access to your information. For example, it is important that staff who are treating you in an emergency know if you have any allergic reactions. this information may be obtained from your Summary Care Record or from SystmOne. For more information see
  • You have the right to request to have any mistakes in your medical record corrected
  • For more information, please refer to the detailed Privacy Policy using the following link or ask at reception for a printed copy

        Privacy Policy

        ECLIPSE Practice VISTA Transparency Notice


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