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Practice Policies eg zero tolerance,complaints, consent, confidentiality


Requests to share medical or other personal information including test results and details of appointments can only be made by the patient.  We will not share information with a spouse or other family member or friends/carers unless permission is granted beforehand by the patient concerned.  The same duties of confidentiality for adults also apply for children and young people. 

When you contact us we will ask for personal information to enable us to verify your identity. 

Yours medical records are held securely and will be available for access by GPs and clinical staff in the course of a consultation.  The reception staff will access your records occasionally to update them.   All our staff are bound by strict rules around confidentiality. 

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.   Our policy and publication scheme information can be found by clicking here Freedom of information publication scheme

Complaints, Comments and Suggestions

We encourage patients to give us feedback.  You can leave live feedback each time you visit us by completing a feedback form and Friends and Family Test before you leave.  

If you are unhappy with our service - most problems can be sorted out quickly and easily, often at the time they arise with the person concerned, and this may be the approach you try first.  You can also ask to speak to a member of the Management Team.  This will often help to resolve your concerns straight away.  Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, in writing, using the form below to the Practice Manager, as soon as possible after the event. 

Our complaints leaflet explains how to make a complaint, what we do next, complaining on behalf of someone else and what to do if you are dissatisfied with the outcome.It also explains how we share your information during any complaints handling process. The names and contact details for other services can that handle concerns and answer questions about your NHS care can also be found in our leaflet.

How to make a complaint information leaflet  

Form on which to make a complaint

Additional form to use if you need permission to act on someone else's behalf

During Covid19 Pandemic: 

As you are all aware the current COVID-19 poses one of the greatest challenges that society has faced in recent times, and we have all had to make changes to our daily lives to ensure that we work together to protect the most vulnerable members of society.  At the Practice we have had to make a number of responsive changes following recent developments to ensure the maximum safety of our patients, and to protect our staff as much as possible to ensure that the NHS can keep working in an effective manner and can continue to provide the best level of care possible.

As such, during the current period of emergency measures many routine services will be subject to short notice change and many administrative tasks will be streamlined to ensure that we focus more of our time and resources on the daily priorities around delivery of care and staff safety.

As part of this streamlining of administration tasks, the Practice has changed its’ complaints procedures, during this period of crisis and in line with National policy.  We will review complaints with a clinician to ensure that any high priority complaints that fall within the following categories can be swiftly discussed and any resulting changes to our Practice can be immediately implemented:

  • Immediate risks to patients or staff
  • Actual harm to patient or “near miss” incident of high severity.
  • Urgent safeguarding concerns
  • Criminal actions

Should your complaint not fall into these categories, then it will be dealt with when we have capacity to do so, and unfortunately at this time, the timeframe for this is uncertain.  We appreciate your understanding during these unprecedented times and operational changes..

Your Responsibilities:-

We ask that you keep and turn up on time  for appointments made on your behalf either here or elsewhere within the health service.  Please give adequate notice if you are unable to do so.

Appointments Policy

To reduce the number of wasted appointments through failure to attend  and to minimise the effect of running late on other patients and our clinicians, we have a policy for missed appointments and lateness.  We take these issues very seriously and for repeat offenders we will raise this formally with you and as a result you may be removed from our list.

If you are late for your appointment we will do our best to rebook as soon as possible.  However you may be asked to return later or on another day. 

Please let us know if you have difficulty communicating with us or attending appointments. 

Zero Tolerance Policy

We are here to help you and our aim is to be as polite, helpful and sensitive to individual needs and circumstances as possible.  If you consider that you have been treated unfairly or inappropriately please let us know so that we can address your concerns.

Coleridge Medical Centre operates a zero tolerance policy to all and any abuse towards doctors, nurses, staff and patients. Everyone has the right to care for others without the fear of attack, abuse or being treated badly in any way.  To successfully provide services a mutual respect between us and our patients must be in place.  

Aggressive behaviour, be it physical, verbal or online, will not be tolerated and may result in you being removed from the practice list.  In extreme cases the Police will be contacted.  

So that we can maintain good relations with our patients please take note of the occasional types of behaviour we see that would be found unacceptable:

  • Verbal abuse in any form towards any member of our team eg bad language, swearing or shouting 
  • Any physical violence towards any member of our team or other patients
  • Racial abuse, discrimination or sexual harassment (and that includes lewd comments) will not be tolerated
  • Persistent or unrealistic demands that cause stress to staff will not be accepted.  Requests will be met wherever possible and explanations given when they cannot be met
  • Being perceived to bully a staff member to obtain something
  • Causing damage/stealing from the practice's premises, staff or other patients
  • Obtaining drugs and/or medical services fraudulently

Social Media

We use social medial to cascade information to patients.  We cannot fully respond to any negative comments or complaints due to patient confidentiality, therefore any negative comments or complaints can be deleted without notice.  We can be contact directly to investigate any issues and formal complaints should be made on the forms provided, following the process outlined in our complaints leaflet.


Our approach to consent can be found in our leaflet "Consent" which can be downloaded by clicking the link here - Consent Leaflet


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