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Practice Policies

Comments and Complaints

Please click here to download our Complaints Procedure Leaflet

NHS Complaints Leaflet

Complaints Procedure


Claremont Bank Surgery is committed to providing all patients with a safe, comfortable environment. If you would like a chaperone present during your consultation, please advise the Receptionist when booking your appointment.

You may also ask for a chaperone on arrival for an appointment, although the practice cannot guarantee a chaperone being available at short notice. If this is the case your examination will be cancelled.

Equality and Diversity Policy

Claremont Bank Surgery Equality and Diversity Policy 2015

Policy Statement

The practice is committed to both eliminating discrimination and encouraging diversity amongst our workforce and in relation to our patients and service users. 

The practice and its staff will not discriminate on grounds of gender, marital status, race, ethnic origin, colour, nationality, national origin, disability, sexual orientation, religion or age. 

All employees, whether part-time, full-time or temporary, will be treated fairly and with respect. Selection for employment, promotion, training or any other benefit will be on the basis of aptitude and ability. All employees will be helped and encouraged to develop their full potential to meet practice and personal needs. 

The practice will: 

  • create an environment in which individual differences and the contributions of staff are recognised and valued.
  • ensure that every employee has a working environment that promotes dignity and respect
  • ensure that no form of intimidation, bullying or harassment is tolerated
  • provide training, development and progression opportunities to all staff
  • promote equality in the workplace as good management practice
  • review all employment practices and procedures to ensure fairness
  • regard breaches of the equality policy misconduct and could lead to disciplinary proceedings
  • review the policy annually.

The practice will consider monitoring of job applicants to ensure that equality policies are in place and working. This may include the collection of information relating to: 

  • gender
  • race
  • disability
  • age

Where this is carried out the information will be requested on a separate page in the application papers which can be detached. Completion by candidates will be optional. The information sheet will be removed from the selection process and held separately and for monitoring only. The application papers will make this clear. 
JR 15.4.15  REV12/12 

Equality And Diversity Training

See training matrix for evidence of training and everyone will receive on going e-learning training via Blue Stream Academy as per the CCG Matrix.

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.

Patient Dignity Policy

Claremont Bank Surgery Patient Dignity Policy

Click here to download our patient dignity and respect policy

Violent or Abusive Behaviour

We have a zero tolerance policy for any threatening, abusive or violent behaviour against any of our staff or patients. If a patient is violent or abusive, they will be warned to stop their behaviour. If this behaviour continues, we may act upon our right to take action to have them removed immediately, from our list of patients.

As a patient of this practice, we ask that you: -

  • Treat staff politely and behave in a reasonable and responsive manner.
  • To treat our staff with dignity and respect.
  • To follow treatment plans recommended by your Dr or Nurse this includes medication and how it should be taken.
  • To ensure the details of any consent forms are correct prior to signing.
  • Only ask for an urgent appointment if needed.
  • Arrive on time for your appointment.
  • Cancel your appointment if you are unable to attend.
  • Talk to a doctor or the Practice Manager if you are unhappy about any of our services.

Patient Rights and Responsibilities 

As a patient of this practice, you have the right to:

  • Be treated with respect and courtesy, preserving your privacy, confidentiality and dignity.
  • To receive clear understandable information about your care. If you do not understand, please ask questions – it is your right to know.
  • To be involved in decisions about your health care.
  • To be given an appointment on the day of your request if the need is urgent.
  • To be given a full explanation about your medical condition and treatment.
  • The right to express preference of Dr or Nurse (please do so at the time of making your appointment

Freedom of Information

Patient Information Leaflet

Freedom of Information Policy

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