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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

All requests for information should be made to the Practice Manager by email or by post.  We may ask for the reason for the request and are entitled to challenge the reasonableness of some requests, but we will work positively with anyone requesting information to help clarify what is required and whether the Practice can meet the request.  In cases where hard copies of info is required, charges will be made to cover the costs of copying, printing and postage.  A lot of information is available for free on this website or in hard copy form on our reception desks so we encourage you to check those resources first. 

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's consent unless we are legally obliged to do so.

Access to medical records leaflet

Access to medical records form

How to Complain

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. Further written information is available regarding the complaints procedure from reception.

Complaints Leaflet

Complaints Form

There is a free and independent service available to patients for advocacy support, which helps local people explore options for getting their voice heard when they feel something has gone wrong with their health services. IHCAS provides guidance and support on how to make a complaint. 


Healthwatch West Sussex Independent Health Complaints Advocacy Service (IHCAS)

Telephone: 0300 012 0122


Address: The Billingshurst Community Centre, Roman Way, Billingshurst, West Sussex RH14 9QW

For further information you can access the Healthwatch (IHCAS) site via the following link.

Violence Policy

The Practice operates a zero tolerance policy with regard to violence and abuse and has the right to remove violent patients from our list with immediate effect in order to safeguard practice staff, patients and other visitors. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. 

Equal Opportunities service provision policy

NHS Constitution

Our committment to our patients and staff as stated by the NHS constitution - please click below for the link to the full document

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