Some Important Practice Policies (incl. complaints)


For all minor surgery, your consent to treatment will always be sought by your doctor or nurse. They will provide you with all the information that you may require in order to make an informed decision. You will be asked to give your consent inwriting.

Freedom Of Information

The practice is registered with the Data Protection Commissioner. Further details can be obtained from our practice manager or http//

Access To Health Records

You are entitled by law to have access to your medical records. You must apply in writing

The doctor is entitled to withhold any information, which he/she considers could be detrimental to you or discloses information regarding a third party who has not or does not provide their consent.

Comments And Suggestions

The practice strives very hard to ensure that everyone receives quality care and welcomes any suggestions or comments from you as to how we may be able to improve the services we offer.


Should you feel that your needs are not being met we would welcome the opportunity to discuss this with you. We ensure that all complaints are investigated and we will always provide you with a full written response within 21 days of receiving your complaint (your complaint will be acknowledged within 2 working days). The practice manager is happy to discuss your complaint with you or you can write to him. 

We would ask that, if possible, you contact the practice to discuss a complaint first to see if we can sort it out using local resolution procedures. A leaflet about complaints, and a copy of the complaints procedure can be obtained from reception.

There are 2 local organisations which can help you with complaints about the NHS.

They are:

POhWER: Tel 0300 020 0093 email

PALS: Tel 0800 028 3693 email

If you remain unhappy with the response you may contact NHS England complaints team. They can be contacted on tel 0300 311 22 33 or by email at

Dr Reeves is the Doctor responsible for complaints, and the Practice Manager is the Complaints Manager.

Violent Or Abusive Patients

All staff have the right to work without the fear or threat of violence or verbal abuse. The Southwell Medical Centre operates a policy of zero tolerance towards aggressive or violent patients. The police will always be called to deal with any patient who shows violence towards any member of staff and their registration for medical treatment will be withdrawn immediately.


In order to provide maximum patient safety and to ensure prudence with public funds, the practice operates a 1 month prescribing policy.

Except in very rare circumstances, only 1 month of medication will be prescribed at a time.

This is in line with the CCG policy which can be found here 28 Day Prescribing Policy.docx

Copies Of Letters To Patients

If your doctor refers you to another health care professional, you are entitled to copies of all letters sent by the practice unless your doctor or consultant considers that the information may be injurious to your health. If you would like to be provided with copies of your letters please inform your GP during your consultation.

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