Practice Policies

Patient Rights and Responsibilities

You have a right to expect a high standard of medical care from our practice and we will try at all times to provide the very best care possible within the resources available. In order to assist us in this we require that you take full responsibility for ensuring that you do not abuse the service.   For example, it is your responsibility to ensure that you keep medical appointments and follow the medical advice given. Very occasionally a practice/patient relationship breaks down completely.  In this situation the patient may choose to register with a different practice.  The practice also has the right to remove that patient from their list.  This would generally only follow a warning that had failed to remedy the situation and we would normally give the patient a specific reason for the removal.

Protection and Use of Your Information

We ask for information about you so that you can receive the best possible care and treatment.  We keep this information together with details of your care, to ensure that your doctor or nurse has accurate and up to date information.  It also may be needed if we see you again.

There are times when we have to pass on information about you to other people such as hospitals, Social Services or the Health Authority.  This is always done confidentially or by removing your identifying details when they are not essential.

Everyone working for the NHS has a legal duty to maintain the highest level of confidentiality about patient information.

As part of this Practice’s contribution to the study of clinical care, we provide important anonymised information on diseases and treatments for research by third parties including academic, patient and commercial organisations. 

No identifiable information such as your name and address is provided.  This data is combined with similar data from  many other practices to give more than one million anonymised records.  Such information contributes to our understanding of health and health care.

This Practice is registered under the Data Protection Act –

Registration Reference: Z6203579

Everyone should be able to see the information that is kept in their medical records.  If you wish to see your own medical records you should submit a request in writing to the Practice Manager.  We will only give your relatives, friends and carers information if you want us to. 

Privacy Notice
Use of your data for Research
All NHS organisations are expected to participate and support health and care research, and through the NHS Constitution pledge “to inform you of research studies in which you may be eligible to participate”.
As a research active practice, we may invite you to participate in research studies that may be of interest to you. This may be done via letter, text message and/or by phone. It is up to you to decide whether or not to take part.
The research we do helps to identify and provide the best possible care for you, your family and community; research, by finding ways to help prevent illness, and improve treatments and services, making sure they are safe and effective and make the best use of resources and by increasing our understanding about illnesses and what it is like for patients living with these illnesses.
The research we do might involve you filling in in a questionnaire or talking to a researcher about your views, or asking your permission for a researcher to collect information from your medical records as well as research looking at testing a new treatment or therapy. Full information about what will be involved will be given to you to help you make an informed choice about whether to participate. Your decision to participate or not to participate will have no bearing on the care you receive from the practice.
Frequently Asked Questions (FAQs)
Will my details be shared with researchers?
No, not without your consent. Any invitation we send you about a research study we are conducting will be sent by the practice. You are free to decide whether to take part. If you are interested, we may ask your permission to pass your contact details onto the research team, but we will only do this if you agree. Agreeing for your contact details to be passed onto the research team does not mean that you have to take part in the study. The research team will give you more information about what would be involved to help you decide whether or not to take part.
Who will have access to my medical notes?
Individuals at the practice may review your medical notes to check you are suitable for a study before you are invited to take part. This is to make sure that the study is suitable for you. No data from your medical records that can identify you will be shared with research teams unless you explicitly consent to this.
If you decide to take part in a study to which we have invited you, full information will be given about the use of your data and who will have access to data from your medical records. You will be asked to consent to sharing of your data in this way if you agree to take part in the study.
When might my details be shared?
Anonymised information (i.e. information that cannot identify you) may be shared for health and care research but no-one will be able to tell that this information is about you. This is important in helping the NHS to run and improve health and care services. If you opt out of sharing your data for research and planning purposes your data will not be shared in this manner.
Where can I find out more information about the use of my data in health and care research?
Further information on the use of your data in research can be found on the Health Research Authority Website:
Patient information and health and care research - Health Research Authority (


We are assisted at our surgery by being fully computerised with computer terminals in the consulting rooms on which patients’ details such as major diagnoses, treatment, allergies, screening tests and immunisations are stored.  This applies also to records of patients whose notes are normally kept at the branch surgery.  Naturally, any information kept is confidential and the Practice conforms to the requirements of the Data Protection Act.  The computer helps us to provide a high standard of patient care.

Complaints Procedure

We operate a practice complaints procedure as part of the NHS system for dealing with complaints.  Our system meets national criteria. If you are dissatisfied with any aspect of service provision from Glemsford Surgery, please in the first instance contact our Practice Manager either by telephone, in person or in writing and they will attempt to resolve the problems/concerns before they become a major issue.  We liaise closely with PALS (The Patient Advice & Liaison Service) provided by NHS Suffolk who are available to contact on Freephone 0800 389 6819 (option 1), Monday to Friday 08:30 to 16:30. PALS is a local contact, based in Ipswich, Suffolk. 

Our aim is to give you the highest possible standard of service and we try to deal swiftly with any problems that may occur.

Contact Details for NHS Suffolk

NHS Suffolk is party to the NHS contract held by this practice. Further details of primary medical services in this area may be obtained from them at the following address: Rushbrook House, Paper Mill Lane,  Bramford, Ipswich, Suffolk IP8 4DE.

Violent/Abusive Patients – Zero Tolerance

The NHS operates 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 are obliged to 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 circumstances leading to it. The patient will then be added to the Special Allocation Patient Scheme where all medical care will be provided by Woodbridge Surgery, Ipswich. Patients on the Special Allocation Scheme are allowed back into mainstream practice as and when advised by the Woodbridge Surgery.

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