All of our staff respect and observe the rules of confidentiality. A private room is available if you wish to speak to a receptionist in confidence.

All information held on our computer system is confidential and covered by the Data Protection Act.

We follow the principles of the Caldicott report in using any patient data. On occasions we do need to share your information for example if you have an infectious disease. The reasoning behind this is clearly explained on the Health Protection Agency website. We only share information with other health care professionals if it is in the interest of your health to do so.

We follow the NHS policy of zero tolerance to violent behaviour. Any patient who is verbally or physically abusive to another patient or any member of staff will be immediately reported to the police and removed from the Practice list.

The Surgery aims to provide the best possible health care for its patients. However there may be circumstances when it would be considered reasonable, or in the best interests of the patient, to remove patients from the list.
The practice has guidelines for when it is reasonable to remove a patient from the practice list and to ensure that any concerns about removing patients from the list are dealt with fairly.
Situations which justify removal
1. Violence
When a patient:-
· Is physically violent or threatening towards a doctor, practice staff or other patients on the practice premises.
· Causes physical damage to practice premises or other patient's property.
· Gives verbal abuse or makes threats towards the doctor, practice staff or other patients.
· Gives racist abuse, orally or physically.
· Is violent or uses or condones threatening behaviour to doctors (or some other members of the primary health care team) while visiting the patient's home. Such behaviour may involve the patient, a relative, a household member, or pets (such as unchained dogs).

2. Crime & Deception
Where a patient:-
· Fraudulently obtains drugs for non-medical reasons.
· Deliberately lies to the doctor or other member of the primary health care team (e.g. by giving a false name or false medical history) in order to obtain a service or benefit by deception.
· Attempts to use the doctor to conceal or aid any criminal activity.
· Steals from practice premises.

3. Distance
· Where a patient has moved out of the designated practice area and has failed to register with another GP

.4. Embarkation
· Where a patient has moved abroad for a period of 3 months of more

5. Failure to attend pre-booked appointments
· Where a patient fails to attend pre-booked appointments on a number of occasions during a given period

6. Irretrievable Breakdown of the Doctor-Patient Relationship
· Where a patients behaviour falls outside of that which is normally considered reasonable and leads to an irretrievable breakdown of the doctor-patient relationship

In the event of a decision to remove a patient, a written explanation will be given along with an explanation of how to register elsewhere.

The Partners at The Surgery re-affirm their commitment to do everything possible to protect staff, patients and visitors from unacceptable behaviour and their zero tolerance of any incident that causes hurt, alarm, damage or distress.