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Practice Policies

Comments and Complaints

Please click here to download our Complaints Procedure Leaflet

NHS Complaints Leaflet


Data Protection 

All medical records in this practice are held on computer file and all the personal information contained therein confidential to the practice. As required by law we are registered under the Data Protection Act, Reg No F1393052. This act gives people the right to view and if incorrect, amend any information which is contained about them on computer files. 

Access to written records from 1.11.1991 can be arranged either during a consultation or by written notice. Please ask the receptionist for details. Should you wish to see your computer records, a fee is payable and an appointment must be made with the doctor. 

Protection And Use Of Your Information - Your records are safe with us. 

We ask for information about yourself 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 may also be needed if we need to see you again. We only use or pass information about you to people who have a genuine need for it (i.e. hospital consultants). 

Whenever we can, we shall remove details that identify you as an individual. Everyone working for the NHS has a legal duty to maintain the highest level of confidentiality about patient information. If at any time you would like to know more information about how we use your information you can speak to Jane Read. 

Further information is also available in the leaflet 'Your Information - What you need to know'.  You can open a copy of this leaflet by clicking here.

click here to view our leaflet about Data Sharing and your rights.

For further information please refer to the leaflets held in reception entitled ‘ Your records are safe with us’. 


Claremont Bank Surgery is committed to providing all patients with a safe, comfortable environment. If you would like a chaperone present during your consultation, please advise the Receptionist when booking your appointment.

You may also ask for a chaperone on arrival for an appointment, although the practice cannot guarantee a chaperone being available at short notice. If this is the case your examination will be cancelled.

Equality and Diversity Policy

Claremont Bank Surgery Equality and Diversity Policy 2015

Policy Statement

The practice is committed to both eliminating discrimination and encouraging diversity amongst our workforce and in relation to our patients and service users. 

The practice and its staff will not discriminate on grounds of gender, marital status, race, ethnic origin, colour, nationality, national origin, disability, sexual orientation, religion or age. 

All employees, whether part-time, full-time or temporary, will be treated fairly and with respect. Selection for employment, promotion, training or any other benefit will be on the basis of aptitude and ability. All employees will be helped and encouraged to develop their full potential to meet practice and personal needs. 

The practice will: 

  • create an environment in which individual differences and the contributions of staff are recognised and valued.
  • ensure that every employee has a working environment that promotes dignity and respect
  • ensure that no form of intimidation, bullying or harassment is tolerated
  • provide training, development and progression opportunities to all staff
  • promote equality in the workplace as good management practice
  • review all employment practices and procedures to ensure fairness
  • regard breaches of the equality policy misconduct and could lead to disciplinary proceedings
  • review the policy annually.

The practice will consider monitoring of job applicants to ensure that equality policies are in place and working. This may include the collection of information relating to: 

  • gender
  • race
  • disability
  • age

Where this is carried out the information will be requested on a separate page in the application papers which can be detached. Completion by candidates will be optional. The information sheet will be removed from the selection process and held separately and for monitoring only. The application papers will make this clear. 
JR 15.4.15  REV12/12 

Equality And Diversity Training

See training matrix for evidence of training and everyone will receive on going e-learning training via Blue Stream Academy as per the CCG Matrix.

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.

Patient Dignity Policy

Claremont Bank Surgery Patient Dignity Policy 2013 Review 12/12.


Violent or Abusive Behaviour

We have a zero tolerance policy for any threatening, abusive or violent behaviour against any of our staff or patients. If a patient is violent or abusive, they will be warned to stop their behaviour. If this behaviour continues, we may act upon our right to take action to have them removed immediately, from our list of patients.

As a patient of this practice, we ask that you: -

  • Treat staff politely and behave in a reasonable and responsive manner.
  • To treat our staff with dignity and respect.
  • To follow treatment plans recommended by your Dr or Nurse this includes medication and how it should be taken.
  • To ensure the details of any consent forms are correct prior to signing.
  • Only ask for an urgent appointment if needed.
  • Arrive on time for your appointment.
  • Cancel your appointment if you are unable to attend.
  • Talk to a doctor or the Practice Manager if you are unhappy about any of our services.

Patient Rights and Responsibilities 

As a patient of this practice, you have the right to:

  • Be treated with respect and courtesy, preserving your privacy, confidentiality and dignity.
  • To receive clear understandable information about your care. If you do not understand, please ask questions – it is your right to know.
  • To be involved in decisions about your health care.
  • To be given an appointment on the day of your request if the need is urgent.
  • To be given a full explanation about your medical condition and treatment.
  • The right to express preference of Dr or Nurse (please do so at the time of making your appointment

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