Practice Policies

Confidentiality & Medical Records

The 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.

practice policies

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.


Discrimination Policy

At the Headlands Surgery we have a policy not to discriminate on the grounds of race, gender, social class, age, religion, sexual orientation, appearance, disability, medical condition or any other factor.

Decisions about treatment will be based solely on clinical judgment and the best available evidence at the time.



If you have a complaint or concern about the service you have received from the doctors, or any of the staff working in this practice, please let us know. We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint please speak to a member of staff who will provide you with a leaflet that will explain the complaints procedure.

For further advice or support please contact:-

NHS England
PO Box 16738
B97 9PT
Telephone 0300 311 22 33 or email  

Care Quality Commission general enquiries 03000 616161


Zero Tolerance

The surgery has a policy of zero tolerance to violent or abusive patients. This means verbal or physical abusive behaviour. If such an incident occurs, the surgery has the right to remove a patient from the practice list.

If the surgery takes the decision to remove a patient from the practice, a letter will be sent to Primary Care Support England requesting a removal. The surgery will send a letter to the patient advising them that they are being removed, the reason and advice on how to register elsewhere.