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Practice Policies including Complaints Procedure & Chaperone

The practice has a range of policies and procedures in line with CQC requirements that are updated on a regular basis and are embedded in practice during regular staff updates and training.

Listed below are summaries of a selection of policies that we have at Sunny Meed:

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. Dr Paul Rankin is named as Caldicott Guardian and Data Protection Officer for information governance.

Privacy Notice - GDPR (General data protection regulation)

Please click HERE to find out not only about your rights in regard to accessing your personal data but also about how the surgery operates in relation to keeping and handling this in line with new legislation introduced on 25th May 2018. 

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, GDPR, patients can request to see and have copies of their medical records free of charge. No information will be released to any third party without the patient consent unless we are legally obliged to do so.

Direct on-line access to certain aspects of clinical records is freely available (includes coded diagnoses, medication, immunisations, allergies, results).


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, Filippa Dilena by who will deal with your concerns appropriately. Further written information, regarding the complaints procedure can be found by clicking here or is alternatively displayed in reception. Our full complaints procedure document is available to view on request.

Complaints relating to Ashford & St Peter's Hospital services can be directed to their PALS team. Complaints relating to other hospital services can be found via their websites. 

Duty of Candour

Information about Duty of Candour and 'action against medical accidents' can be found by clicking here.

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.


The surgery has a formal chaperone policy and we would encourage all patients requesting a chaperone to advise reception as soon as possible so that an appropriate member of staff can provide this service. Members of clinical staff have also the right to request a chaperone during consultations. All staff members have undergone a DBS check.

Breast Feeding

We encourage and support breast feeding mothers and would like to ensure that you have the privacy and space to be able to feed your baby at both Sunny Meed and Goldsworth Park sites. Please ask a member of the reception team if you need to breast feed and a private room will be provided.

Infection Control

The surgery and staff adopt strict infection control guidelines and Dr Sara Gil Rivas, as infection control lead, undertakes regular infection control audits and leads on staff infection control training updates. If you have any concern about the standard of cleanliness or staff attitudes to infection control please contact Dr Sara Gil Rivas or practice manager, Filippa Dilena directly by e-mailing:

 Infection control

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