Practice Policies

Access To Patient Information

Locked blue folder We have a computer system on which patient’s recent records are held. The system has been accredited on behalf of the Secretary of State in accordance with “General Medical Practice Computer Systems – Requirements for Accreditation – RFA99” published by the NHS Information Authority. We also hold paper patient records for earlier notes and for all letters/results etc that are received by the practice. We are registered under the Data Protection Act 1998.

A patient is entitled to see or request (in writing) a hard copy of any information we hold concerning their own or their dependent’s health, however we regret that it is necessary to charge a fee for providing a copy. Information contained within a patient’s notes will not be disclosed to parties not responsible for provision of their healthcare without the patient’s consent, except where there is a robust legal basis. Anonymised details (patient’s name not identified) can be used for the wider functions of the NHS to support their healthcare, such as for auditing by the PCT, or in the case of complaint’s etc.

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.

Communication On Other Matters

Customer service form The practice team tries hard to provide a friendly and welcoming environment and a high standard of care. However if you would like to make a comment, complaint or compliment, please either tell the receptionist or ask to speak to our Practice Manager who will be pleased to help you.

Complaints, if made to the reception staff will always be referred to the Practice Manager. The practice follows a set procedure for complaints, in compliance with health service requirements. A leaflet is available in the waiting room explaining how the NHS deal with complaints.

Also available in reception is a copy of the procedure that the practice will follow if a complaint is made. In the event of a complaint you will receive a copy of the procedures anyway.

Violence Policy

Woodhill Surgery operates a zero tolerance policy to any abuse or bad behaviour towards its staff, doctors or other patients. This could be physical, verbal or online abuse.
GPs and staff have a right to care for others without fear of being attacked, abused or treated badly in any way. To successfully provide our services a mutual respect between staff and patients has to be in place. All our staff aim to be polite, helpful, and sensitive to all patients’ individual needs and circumstances. We would respectfully remind patients that very often staff could be confronted with a multitude of varying and sometimes difficult tasks and situations, all at the same time.

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

In order for the practice to maintain good relations with our patients we would like to ask all our patients to read and take note of the occasional types of behaviour we see that are unacceptable:

  • Using bad language, shouting or raising of voices at practice staff.
  • Any physical violence towards any member of our team or other patients.
  • Verbal abuse towards staff or patients in any form including shouting.
  • Racist, xenophobic, sexist, homophobic or other intolerant Language, discrimination or sexual harassment will never 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 or manipulate a staff member to obtain something.
  • Causing damage to, stealing or not returning practice equipment from the practice’s premises, staff or patients.
  • Obtaining drugs and/or medical services fraudulently



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