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Practice Policies

Confidentiality & Medical Records

Locked blue folderThe 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.

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.

Access to Records

In accordance with the Data Protection Act 1998 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the practice manager and may be subject to an administration charge. No information will be released without the patient consent unless we are legally obliged to do so.



Customer service formWe make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.  We would encourage you to speak to whoever you feel most comfortable with - your doctor, a nurse, a receptionist or a manager - but if you would prefer to give your feedback in writing please send it to the Practice Manager. Further written information is available regarding the complaints procedure from reception.

Violence Policy

The NHS operate 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 will 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 the circumstances leading to it.

Treatment of Drug Addiction

It is the policy of the Hollies Medical Practice NOT to provide drugs for the treatment of Drug Addiction.  The doctors at the practice will however, refer patients requiring help to the appropriate specialist services.



There is an audio loop available at the reception desk for hearing impaired patients.This is kept charged and is available on request.

 Patients who use Signers are booked a double appointment. The practice arranges a Signer to attend from Staffordshire Assist and confirms when this has been arranged.


We have the facilities to print off leaflets and information in a larger font for visually impaired patients. This service is available on request.


We understand that some patients with learning difficulties may need a double appointment rather than a single appointment in order to have sufficient time to discuss their needs with the doctor and be examined fully. If a doctor feels that this applies to one of their patients, they will arrange for an Alert to be put on the medical record so that if the patient requests an appointment, a double appointment will be booked.


Language Line is an interpreter service which is available in the practice for patients whose first language is not English. This can be accessed via the telephone in each consulting room and in the treatment room. When a patient whose first language is not English books an appointment, a double appointment will be made in order to allow for the extra time involved in conducting the consultation via an interpreter.

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