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. 


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.

Call 111 when you need medical help fast but it’s not a 999 emergencyNHS ChoicesThis site is brought to you by My Surgery Website