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Practice Policies

Patient Confidentiality & Access to Records

files_1We respect your right to privacy and keep all your health information confidential and secure in accordance with the Data Protection Act 1998. You have a right to access your medical records in accordance with the Access to Records Act 1990. Patients who request to have access to their medical records should do so formally in writing by completing a Kingsway Surgery application to Access Medical Records form available from reception. Any request for a report or copies of notes requires a signed patient consent form and will incur a charge. Further information is available from reception.

Zero Tolerance Policy

Kingsway Practice aims to treat our patients courteously at all times and expect our patients to treat our staff in a similarly respectful way. We operate ZERO TOLERANCE policies on racist remarks or behavior and language, physical or verbal abuse, criminal damage, theft or fraud. We will prosecute to the full letter of the law. Persons committing this offence will be removed from the practice list with immediate effect.

Comments & Complaints

good_ratingsAlthough the doctors and staff will always try to do their best for the care of the patients, it is recognized that there may be occasions when a patient wishes to make a complaint. If you are dissatisfied with any advice or service provided by our surgery, or if you have any suggestions that may improve our service to you, please contact the practice manager who will be pleased to see you.

How to get the best from us.

We are committed to giving you the best service we can. Please help us to help you.

What we will do for you

  • Treat you with courtesy and respect at all times
  • Treat you as a partner and discuss with you the care and treatment we can provide.
  • Give you full information on the services we offer.
  • Give you the most appropriate care by suitably qualified staff 
  • Provide you with urgent care when you need it.
  • Refer you to a consultant acceptable to you, within the limits of the services available in this area when necessary
  • Keep the contents of your health records confidential. No confidential medical information is imparted to a third party outside of the surgery, without the express and written permission of the patient. In the case of a minor, his or her guardian. The surgery has a policy statement regarding confidentiality and this is strictly adhered to. You may request to view this by making an appointment with the practice manager.
  • Give you a full and prompt reply to any complaints you make about our service.

What you can do for us

  • Treat us with courtesy and respect at all times
  • Tell us if you are unsure about the treatment we are offering.
  • Use the Out of Hours service in genuine urgent cases.
  • Ask for a night visit only when necessary
  • Ask for a home visit only when the patient is unable to attend through illness or infirmity.
  • Keep your appointments and let us know in good time (as early as possible) if you are unable to attend.
  • Let us know if you change your name, address or telephone number.
  • If you need to cancel your appointment please do so in good time. Non-attendances are appointments wasted and prevent other deserving cases from receiving medical attention.
  • Tell us about complaints or misunderstandings as soon as possible to allow us to deal with them.


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