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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

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.


We always try to give you the best services possible but there may be times when you feel this has not happened. In the first instance we operate an informal, in-house complaints procedure to promptly deal with your concerns and comments.

This procedure does not deal with matters of legal liability or compensation. Your matter should be addressed to our complaints facilitator, who will ensure that it is investigated thoroughly, fairly and as quickly as possible although, in some cases, it may take longer if we have to make further enquiries.

Please note that the practice must ensure strict adherence to the rule of medical confidentiality. We cannot provide confidential information without appropriate written authority if you are not the patient in question. Please note there are restrictions on the information that can be released to a third party concerning deceased patients.

At the conclusion of the investigation, your concerns will be discussed with you in detail. If you are still not happy with the outcome, you can contact:

PALS (Patient Advice and Liaison Service) - Contact details for Lincolnshire PALS : 0845 602 4384<>

Alternatively you may wish to contact the NHS Complaints Advocacy Service: POhWER Lincolnshire, tel: 0300 4562370,<>. Both provide a free, confidential and independent service.

NHSE at NHS England (Central Midlands) Complaints, Fosse House, 6 Smith Way, Grove Park, Enderby, Leicestershire, LE19 1SX

Alternatively, you may wish to contact the Parliamentary and Health Service Ombudsman Helpline: 0345 015 4033.

Any contact with the HCC must be made within six months of completion of correspondence with the Practice.

Statement of Intent - On-Line Access

Pennygate Health Centre 

Statement of Intent - Patients & Information 

There are new contractual requirements from 1 April 2014 for all NHS General Practices to offer and promote; 

· Patient on-line access to appointments 

· Patient on-line access to prescriptions

· Patient on-line access to certain parts of their medical record

The practice must also;

· Transfer relevant information to a patient’s Summary Care Record (SCR)

· Transfer a patient’s record electronically between practices when patients register or deregister (GP2GP)

The practice currently offers the following to patients; 

· On-line appointment cancellation

· On-line repeat prescription requests

· Additional on-line services to allow us to alter your records accordingly

To gain access to these services please ask one of our reception team for more details, or visit

The practice also;

· Transfers relevant information to a patients Summary Care Record (SCR)

· Transfers patient’s records electronically between practices when patients register or deregister (GP2GP)

By 31 March 2015 the practice intends to make available to all patients;

· On-line secure appointment access

· On-line secure access to repeat prescriptions

· On-line secure access to parts of your medical record

Also, by the 31 March 2015, the practice also intends to;

· Transfers relevant information to a patients Summary Care Record (SCR)

· Transfers patient’s records electronically between practices when patients register or deregister (GP2GP)


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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