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Practice Policies

Feedback and Complaints

Comments 
We constantly strive to provide a high quality service to all our patients. We are happy to receive suggestions as to how our service may be improved. Comments should be directed to the practice manager.

Complaints 
We aim to provide quality family health care at the surgery but acknowledge that occasionally things do not go as smoothly as we would like.

How you can make a complaint: 
You have the option to either have your complaint investigated by the surgery or by the complaints team at NHS Commissioning Team.

If you wish us to investigate your complaint:

  • Speak to anyone at the surgery who will take details from you
  • Write to the surgery detailing your concerns – 
    Wendy Sandner, Practice Manager, Lime Grove Medical Centre, Lime Grove Walk, Matlock Derbyshire DE4 3FD
  • Request a complaints form which you can fill in and return

If you wish the NHS Commissioning Team to investigate your complaint:

All complaints will be acknowledged within 3 working days and fully investigated.

You can also get independent advice and support from: 

the Derbyshire Independent Advocacy Service (ICAS) 
Tel:  0845 650 0088 

Or 

Healthwatch (Derbyshire) 
Email:   enquiries@healthwatchderbyshire.co.uk    
Tel:  01773 880786 
Address:  Healthwatch Derbyshire Suite, 14 Riverside Business Centre, Foundry Lane, Milford, Derbyshire  DE56 0RN 

Privacy Policy

All patient information is considered to be confidential and we comply fully with the Data Protection Act. All employees have access to this information in relation to their role and have signed a confidentiality agreement. Information may be shared, in confidence, with other NHS organisations in the interests of patient care. 

How we use your information 

This privacy notice explains why the Practice collects information about you, and how that information may be used. 

The health care professionals who provide you with care maintain records about your health and any treatment or care you have received previously (e.g. NHS Trust, GP Surgery, Walk-in clinic, etc.). These records help to provide you with the best possible healthcare. 

NHS health records may be electronic, on paper or a mixture of both, and we use a combination of working practices and technology to ensure that your information is kept confidential and secure. Records which this GP Practice may hold about you may include the following information; 

  • Details about you, such as address and next of kin 
  • Any contact the surgery has had with you, such as appointments, clinic visits, emergency appointments, etc. 
  • Notes and reports about your health 
  • Details about your treatment and care 
  • Results of investigations, such as laboratory tests, x-rays, etc. 
  • Relevant information from other health professionals, relatives or those who care for you and know you well 

To ensure you receive the best possible care, your records are used to facilitate the care you receive. Information held about you may be used to help protect the health of the public and to help us manage the NHS. Information may be used for clinical audit to monitor the quality of the service provided. Where we do this, we take strict measures to ensure that individual patients cannot be identified. 

Some of this information will be held centrally and used for statistical purposes. Where we do this, we take strict measures to ensure that individual patients cannot be identified. 
Sometimes your information may be requested to be used for research purposes – the surgery will always endeavour to gain your consent before releasing the information. 

Confidentiality & Sharing of Data

We respect your right to privacy and keep all your health information confidential and secure. 

It is important that the NHS keeps accurate and up-to-date records about your health and treatment so that those treating you can give you the best possible advice and care. 

This information is recorded on computer and we are registered under the Data Protection Act. 

Doctors and staff in the practice have access to your medical records to enable them to do their jobs. From time to time information may be shared with others involved in your care if it is necessary. Anyone with access to your record is properly trained in confidentiality issues and is governed by both a legal and contractual duty to keep your details private. All information about you is held securely and appropriate safeguards are in place to prevent accidental loss. 

In some circumstances we may be required by law to release your details to statutory or other official bodies, for example if a court order is presented, or in the case of public health issues. In other circumstances you may be required to give written consent before information is released – such as for medical reports for insurance, solicitors etc. 

You have a right to see your records if you wish. Please ask at reception if you would like further details and our patient information leaflet. An appointment will be required. In some circumstances a fee may be payable.

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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