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.

Complaints and Compliments

We take complaints very seriously. If you would lCustomer service formike to make a complaint regarding the surgery or the services we offer, please contact the Practice Manager in writing or, if you prefer, by telephone. Every effort will be made to answer your concerns as soon as possible.

Cannington Health Centre
Mill Lane

Tel 01278 652335

Fax 01278 652453

Download our Complaints leaflet

The Practice Manager, Alison Reid, is responsible for all aspects of running the Health Centre. If you have any comments, complaints or suggestions about the organisation of the practice, please speak or write to her.


Every member of the practice team aims for a high standard of service and care. We carry out regular patient surveys which provide feedback on how we are doing to improve services and communication.

There are bound to be times when you think we could do better and we really want to know about them. We welcome suggestions for improvement.

Patient Advice and Liaison Service (PALS)

This service supports patients and carers and may help you resolve problems with NHS services.

Contact the PALS officer at;

Wynford House
Lufton Way
BA22 8HR

Tel 0800 0851 067

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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