Practice Policies

Statement of Purpose

To provide high quality, accessible general medical services to our patients. To provide these services in a in a safe, professional and comfortable environment. To ensure patients are the centre of everything we do.

To ensure our staff remain motivated and valued by providing training specific to their individual needs and appropriate to the service provided.

Confidentiality and Access to Medical Records

The practice strictly applies the rules of confidentiality and will not release patient information to a third party (other than those involved in the direct care of a patient) without proper valid and informed consent, unless this is within the statutory exempted categories such as in the public interest, or if required by law, in which case the release of the information and the reasons for it will be individually and specifically documented and authorised by the responsible clinician.

Comments and Complaints

Complaints Leaflet

Complaints Policy 2021


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 and rescheduled when one is available at a time convenient to you.

Equality and Diversity Policy

Equality and Diversity Policy 2021

Equality And Diversity Training - provided via Bluestream Academy as well as external workshops.

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.

Freedom of Information Act Policy 2021

Patient Dignity Policy

Dignity and Respect Policy 2021

Violent or Abusive Behaviour

Zero Tolerance Policy 2021

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

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