Practice Procedures/Policies/Complaints

Confidentiality & Medical Records

Locked blue folderThe practice deems all patient information to be confidential and fully complies with the Data Protection Act, Caldicott Principles and Access to Medical Records legislation. To ensure safe and effect care, identifiable information about you will only be shared with others in the following circumstances:

  • To provide other people involved in your direct care such as district nurses or hospital consultants with relevant medical information. 
  • To help you access 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.

All employees who have access to your medical records in relation to their role, have signed confidentiality agreements as part of their employment contracts. These members of staff are bound by the same rules of confidentiality as the medical staff.

Summary Care Records (SCR)

The SCR enables healthcare staff providing care for patients in an emergency and from anywhere in England to be made aware of any current medications or allergies the patient may suffer from.  This information from every patient record is sent electronically up to the Spine in order for this to happen. If patients wish their information to be withheld from the SCR, they can “opt out”.  Please ask at reception for the SCR Opt-out Form or download here:  SCR Opt Out Form   

Freedom of Information

Information about the General Practitioners 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 General Data Protection Regulation 2018.

Please click HERE to read our Privacy Policy

Statement of Purpose

Read our full Statement of Purpose here

Collection of Sharps Bins

Local Council contact names and telephone numbers:

    Heather Johnson (Principal Environmental Health Officer) 
    new patients Tel 01727 819444

    Jo Goodrum (Client Services Liaison Officer) 
    regular patients only Tel 01727 819391

Collections are on a weekly basis on Wednesdays.

Patients are advised to call on the above numbers on Mondays or Fridays to arrange a collection from their home for the following Wednesday.

Patients can leave their sharps bin on their doorstep for collection on Wednesdays from 7am.

Policy on Environmental Management

We recognise the need to minimise any adverse environmental effects caused as a result of its activities or products, achieving our business objectives in a manner that reflects the changing environmental priorities of our patients and the community. It acknowledges responsibility for and a commitment to protection of the environment at all levels. Elm's Medical Practice will comply with applicable environmental regulations, laws and codes of practice whilst committing to continuous improvement of our environmental management performance and the prevention of pollution. We recognise that our key adverse environmental impacts are energy, fuel consumption and waste generation.

Infection Control

View Infection Control Annual Statement

Publication Scheme

The Elms Medical Practice Publication Scheme 2019


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.

To pursue a complaint please contact the practice manager who will deal with your concerns appropriately. If you would like an independent third party to raise a concern on your behalf you can contact POhWER by calling 0300 456 2370 or visit their website:

Further written information regarding the practice complaints procedure is available 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.

Call 111 when you need medical help fast but it’s not a 999 emergencyNHS ChoicesThis site is brought to you by My Surgery Website