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Practice Policies

CConfidentiality & Medical Records

We ask you for personal information so that you receive appropriate care and treatment. The 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.

Patients should be aware that in certain situations aspects of their care may be discussed at selected meetings. All members of the practice team are bound by and must follow the regulations around confidentiality.

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, patients may request to see their medical records. Such requests should be made through the practice manager and may be subject to an administration charge. No information will be released without the patient consent unless we are legally obliged to do so.

ComplaintsCustomer service form

Broom Leys Surgery aims to give a friendly and professional service to all our patients. However, if you have any concerns about any aspect of our service, please let us know. Speak to whomever you feel most comfortable with - your GP, our practice manager or our reception staff will be happy to help.

In the majority of cases, concerns can be resolved quite easily. However, if you feel we have not dealt with the issues you have raised as you would wish, you can write to the surgery's practice manager Pauline Beall or our complaints lead Alison Hall.

Should you still feel that the issue remains unresolved you can write to the Complaints Manager at West Leicestershire Clinical Commissioning Group. The CCG also operates a Customer Services Team which can often help resolve any problems without the need to become formal complaints. To speak to a Customer Services officer, ring 0116 2957011 


Parliamentary & Health Ombudsman, Mill Bank Tower, Mill Bank, London, SW1P 4QP

Tel: 0345 015 4033

Complaints about secondary Care Services i.e. Hospitals should be made via PALS.

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.

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