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Practice Policies

Complaints & Suggestions

Customer service form

We aim to offer a friendly and professional service to all our patients. However, if you have concerns about any aspect of our service, please let us know.

We operate a Practice Complaints Procedure which meets the national criteria set by the NHS. Further information concerning this matter is a available from the practice manager. We aim to resolve any problems before they become formal complaints.

Download our Complaints / Comment Leaflet

Patient Feedback

In order to continue provision of our high standard of patient care, we would welcome your feedback. Please use the comment/suggestion box at our reception desk or email us on

Rights & Responsibilities

Patients' Rights

  • You have the right to use all the services provided by the practice.
  • You have the right to complain if you feel you are not receiving a satisfactory service from the practice.
  • You have the right to see a GP of your choice (you may not be able to see the GP of your choice immediately).

Patients' Responsibilities

  • To treat all members of staff in a reasonable and courteous manner.
  • To make every effort to be punctual for your appointment.
  • When you have been given an appointment you are responsible for keeping it or giving adequate notice of cancellation so that the appointment can be made available to someone else.
  • If possible please avoid contacting the practice before 10:30am unless you require an URGENT appointment or home visit that day. We have several lines and the call handlers cannot always answer immediately. The call handlers deal with patients in a polite and professional manner and will answer your call as soon as possible, so please be patient.
  • To ring before 10:00am if you require the doctor to make a home visit.
  • To inform us of any changes of address or contact details.
  • Accompany children aged under 14 years when they are consulting a health care professional.
  • Ensure your family is fully immunised.

Zero Tolerance

Violent or Abusive Patients

The practice adheres to the national guidelines and follows a zero tolerance ruling with regard to abusive or violent patients.

In circumstances where patients are aggressive, violent or abusive towards a member of staff the following action may be taken depending on the severity of the complaint: -

  • Patients may be taken off the practice list.
  • Patients may be escorted off the premises.
  • The police may be contacted.

Patient Confidentiality 

Locked blue folder

We respect your right to privacy and keep all your health information confidential and secure. All our staff are bound by the Data Protection Act of 1990. You are entitled to have access to your written and computerized health records (subject to the limitations of the law) and we will ensure that we have your written consent prior to releasing any information about you to parties outside the NHS.


If you feel you would like a chaperone present at your consultation please inform your Doctor / Nurse who will, be more than happy to arrange this for you.

Using your health records

Please click on link below for full details
Using your health records - information for patients

Freedom of Information

Please click on link below for full details
Freedom of information leaflet - information for patients

Surrey Care Record Opt Out form

For further information click here

Surrey Care Record Leaflet

For further information click here

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