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Practice Policies

Confidentiality & Medical Records

Locked blue folder

The practice complies with General Data Protection Regulations (GDPR) 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. All staff have mandatory training every year on Information Governance. Further information regarding GDPR can be found here:

Suffolk GP Federation

Our practice uses Suffolk GP Federation to support us to deliver some of our services such as providing appointments when our practice is closed or community-based services.

To find out more information about Suffolk GP Federation and what they do please visit

Freedom of Information

Information about the General Practitioners 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 Governance team via 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 also be made through the Governance Team via the practice manager. No information will be released without the patient consent unless we are legally obliged to do so.


Customer service form

We 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 genuine cause for complaint. Suffolk GP Federation will investigate your concerns and respond to you to outline their findings.

To pursue a complaint, in the first instance, please contact the practice manager who will do everything possible to assist you. Should you not be able to reach resolution then please contact the Suffolk GP Federation Governance Team by emailing or by calling 0845 241 3313. Further information about the complaints process is available in the surgery and on request.

Zero Tolerance

The NHS and Suffolk GP Federation operate zero tolerance policies with regard to violence, abuse, aggression and unacceptable social media and, the practice has the right to remove such patients from the list with immediate effect in order to safeguard practice staff, patients, other persons and the Federation.

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 will be in line with national and local zero tolerance policy and process.

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