Practice Policies

Privacy Statement

Woodview complies with the data protection laws represented by the General Data Protection Regulations (GDPR). 

GDPR made simple   How we use your information Practice GDPR data protection policy

Basic information on what personal information we hold on you. What we use this information for and who this information is shared with. 

    Privacy Statement

Full copies of the privacy statement are available both online and in the surgery. If you wish to receive a copy of the privacy statement in any other format please ask at reception.

Please see these links for information on how Woodview Medical Centre handles and uses your personal data and why.

Direct care - emergencies , Direct Care routine care and referrals , National Screening Programs , The Care Quality Commission , NHS Digital , Payments , Public healthResearch , Safeguarding , Summary Care Record , Commissioning Planning risk stratification patient identification , Website Privacy Notice - GDPR

If you have any questions please speak to a member of the team.


confidentialityThe 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.

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.

Access to Medical Records

We operate under the Data Protection Act. Doctors and staff will only discuss your medical information with you and details of your medical records will not be made available to third parties without your written consent. 

If you have detailed coded access to SystmOnline you can view your basic medical records including vaccinations and test results (as well as order medications and arrange appointments) 24/7 online.  If you can not see all this information or do not have a password please show Photo ID to a receptionist at the surgery.

If you (or a representative e.g. solicitor) would like a copy of your paper notes please send a signed letter to the surgery detailing what information / time period you require. If you are collecting the copy you will need to provide photo ID.  There is no charge the first time this information is provided. If subsequent copies are needed there will be charge, please speak to a member of the team to confirm this. 

In order to protect third parties your notes will be reviewed by a member of the team and redacted. Under GDPR we have 30 days to prepare and review your notes.

Subject access process for patients 

The Data Protection Act & Patient Information

We need to hold personal information about you on our computer system and in paper records to help us to look after your health needs.  Your doctor is responsible for their accuracy and safe-keeping.  Please help to keep your record up to date by informing us of any changes to your circumstances.

Doctors and staff in the practice have access to your medical records to enable them to do their jobs.  From time to time information may be shared with others involved in your care, if it is necessary.  Anyone with access to your record is properly trained in confidentiality issues and is governed by both a lega and contractual duty to keep your details private.

All information about you is held securely and appropriate safeguards are in place to prevent accidental loss.

In some circumstances we may be required by law to release your details to statutory or other official bodies, for example if a court order is presented, or in the case of public health issues.  In other circumstances you may be required to give written consent before information is released - such as for medical reports for insurance, solicitors etc.

To ensure your privacy, we will not disclose information over the telephone or fax unless we are sure that we are talking to you.  Information will not be disclosed to family, friends, or spouses unless we have prior written consent .

You have a right to see your records if you wish.  Please see section 14 Medical Records Access 

Please also see Your data, privacy and the law

Freedom of Information

The Freedom of Information (FOI) Act was passed on 30 November 2000. It gives a general right of access to all types of recorded information held by public authorities, with full access granted in January 2005. The Act sets out exemptions to that right and places certain obligations on public authorities.

FOI replaced the Open Government Code of Practice, which has been in operation since 1994.

Data Protection and FOI – how do the two interact?

The Data Protection Act 1998 came into force on 1 March 2000. It provides living individuals with a right of access to personal information held about them. The right applies to all information held in computerised form and also to non-computerised information held in filing systems structured so that specific information about particular individuals can retrieved readily.

Individuals already have the right to access information about themselves (personal data), which is held on computer and in some paper files under the Data Protection Act 1998.

The right also applies to those archives that meet these criteria. However, the right is subject to exemptions, which will affect whether information is provided. Requests will be dealt with on a case by case basis.

The Freedom of Information Act and the Data Protection Act are the responsibility of the Lord Chancellor’s Department. A few of its strategic objectives being:

  • To improve people’s knowledge and understanding of their rights and responsibilities
  • Seeking to encourage an increase in openness in the public sector
  • Monitoring the Code of Practice on Access to Government Information
  • Developing a data protection policy which properly balances personal information privacy with the need for public and private organisations to process personal information

The Data Protection Act does not give third parties rights of access to personal information for research purposes.

The FOI Act does not give individuals access to their personal information, though if a request is made, the Data Protection Act gives the individual this right. If the individual chooses to make this information public it could be used alongside non-personal information gained by the public under the terms of the FOI Act.

To view _Woodview_Medical_Centre_Freedom_of_Information_Publication.pdf please click on the link.

Zero Tolerance

We aim to provide you with the best possible service. In return, a polite manner when dealing with staff would be appreciated. Violence and abuse towards staff will not be tolerated and may result in removal from the practice under PCT guidelines.

The practice will request the removal of any patient from the practice list who is aggressive or abusive towards a doctor, member of staff, other patient, or who damages property.

All instances of actual physical abuse on any doctor or member of staff, by a patient or their relatives will be reported to the police as an assault.

Patient Rights

You will be treated with respect and as a partner in your care. Being a partner means you have responsibilities too.

We will:

  • Ensure our patients have 24-hour access to medical advice.
  • Aim for you to have access to a suitably qualified medical professional within 48 hours of your initial contact during surgery hours, or in an urgent case, the same day.
  • Work in partnership with you to achieve the best medical care possible.
  • Involve you and listen to your opinions and views in all aspects of your medical care.
  • The prevention of disease, illness and injury is a primary concern.

The medical staff will advise and inform you of the steps you can take to promote good health and a healthy lifestyle. We would respectfully ask that you: 

  • Let us know if you intend to cancel an appointment or are running late.
  • Treat staff with courtesy and respect. Reception staff may have to ask some personal questions to assist us in providing you with the best service. We operate a zero tolerance policy and rudeness and abusive behaviour towards staff is not acceptable.
  • Inform the practice staff of any alterations in your circumstances, such as change of surname, address or telephone number. Please ensure that we have your correct telephone number, even if it’s ex-directory.

As patients, you are responsible for your own health and that of any dependents. It is important that you adhere to information and advice given to you by health professionals, and co-operate with the practice in endeavouring to keep you healthy.


If you have a complaint you can address your concerns to the Practice Manager. Please put your complaint in writing to Mrs S McLennan, the Practice Manager, who will look at the issues you have raised. If you are making the complaint on behalf of someone else we will need their consent before we can proceed with an investigation. Please use our Third Party Consent Form Please click on this link to our Complaints Leaflet You may prefer to deal with the matter more informallyhowever by contacting her on the surgery number 01604 670780.  

If you remain dissatisfied with the responses to your complaint you have the right to refer the matter to NHS England who can look into your concerns.

If you do not wish to complain directly to the Practice Manager you can contact NHS England directly to investigate and manage your complaint. The contact details for NHS England are:

Telephone 0300 311 22 33 (Monday to Friday 8am to 6pm, excluding English Bank Holidays).  This will direct you to a customer contact centre who will deal with your concerns and agree actions to resolve them.

Email: and mark 'For the attention of the Complaints Manager' in the subject line.


NHS England
PO Box 16738
B97 9PT

*Please note that your information may need to be shared with a Commissioning Support Unit (CSU). If you do not wish NHS England to share information with the CSU, please inform them when you contact them with your complaint.  If NHS England require consent for the investigation they will contact you directly to ensure they have the appropriate consent in place.


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