Practice Policies

Confidentiality & Medical Records

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 and hospital services.
  • 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.

Freedom of Information

Information about the General Practioners 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 the practice manager and may be subject to an administration charge. No information will be released without the patient consent unless we are legally obliged to do so.

Chaperone Policy

This organisation is committed to providing a safe, comfortable environment where patients and staff can be confident that best practice is being followed at all times and the safety of everyone is of paramount importance.

All patients are entitled to have a chaperone present for any consultation, examination or procedure where they feel one is required. This chaperone may be a family member or friend. On occasions you may prefer a formal chaperone to be present, i.e. a trained member of staff.

Where ever possible we would ask you to make this request at the time of booking appointment so that arrangements can be made and your appointment is not delayed in any way. Where this is not possible we will endeavour to provide a formal chaperone at the time of request. However occasionally it may be necessary to reschedule your appointment.

Your healthcare professional may also require a chaperone to be present for certain consultations in accordance with our chaperone policy.

Please see our posters on chaperones here

Please see our full chaperone policy here

Translation Services

Please advise us at the time of booking any appointments to book a Translator for you if you are unable to communicate in English. You must advise us of the need for one each time an appointment is booked so that we can ensure that one is booked for you. You do not need to depend on or bring family members to interpret for you by using this service. As this is a professional service, they are also bound by our usual rules of confidentiality. If you have any concerns or wish to know more about our translation services policy, please speak to a member of staff. In the rare event that a Translator is not available or was not booked, we will endeavour to use other options such as the Language Line to help with efficient communication.

Please also find more information about local interpreting services here  Translate this webpage to your language with the widget added to the bottom right on each screen. (This may not be accessible on mobile devices)


We aim to give a friendly and professional service to our patients. Please let us know if you have any concerns about our service. You can speak to your GP, Practice Nurse or receptionist and they will be happy to help.

To make a complaint you can complete a Complaint and Compliment Form at reception. You can also directly contact our Complaints Administrator, Mrs Julie Eschalier. Her telephone number is: 020 8319 5470. You can directly email us on:

All complaints will be acknowledged within 3 working days. In most cases you will receive a final response within 25 days or you will be informed of any exceptional delays with the investigations. Our response will include details of what to do if you remain dissatisfied.

You may prefer to make a complaint directly to NHS England if you do not wish the practice to investigate your concerns. The NHS England website is at: 
Address: NHS England, 
PO Box 16738, 
B97 9PT 
Tel: 0300 311 22 33 

Please do not contact the practice if you are asking NHS England to investigate your complaint.

Help and Advice
The NHS provides free advice and support for complaints.

For residents of the London Borough of Greenwich
Contact Voiceability on 0300 330 5454

For residents of the Borough of Bexley
Advocacy for All on 0845 832 0034 or 020 8269 8692

A full copy of our Complaints Policy is available HERE and at reception . 

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.

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