CQC and Practice Policies


The Care Quality Commission (CQC) have finalised the report into their June 2021 inspection.  We have to advise that CQC have published their report, in which we have been rated as "Requires Improvement". 

Please click here for the full report

Confidentiality & Medical Records

Locked blue folderThe 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.

If you do not wish anonymous information about you to be used in such a way, please let us know.

Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.

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.

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.


Customer service formWe make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

To pursue a complaint please contact the practice manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception.

Patient Removal Policy

Introduction: The NHS has recently updated its policy, known as the Zero Tolerance Policy, to cover issues around abuse of staff and doctors by patients and other users of the NHS. The partners have a duty under employment law to protect staff from all forms of abuse. We also have a duty to other patients to ensure a fair and even service to all our registered patients. We must ensure safety at all times, and have developed these policies to be secure and even-handed in our treatment of everyone. If a Patient makes a complaint, this is not adequate reason for removal from the list. The Complaints Procedure should be followed under these circumstances Patients will not be discriminated against for race, gender, social class, age ,religion, sexual orientation, appearance, or disability / medical condition.

The Policy: This is outlined below under several categories, and is extended beyond the various forms of abuse of staff: it also covers situations where our services are repeatedly abused, and the more complex areas of “breakdown of the doctor patient relationship”. We look after over nine thousand patients, from cradle to grave in many cases, and the frequency of unacceptable behaviour by patients is extremely rare. Except in cases of physical violence or threats of the same, patients will always be informed in writing that an incident or set of incidents represents unacceptable behaviour towards us. There is a principle of either “two” or “three strikes and you’re out”, depending on the circumstances.  Below are examples which will trigger this process.

  1. Physical abuse or Violence, or threats of the same: Immediate reporting to the Police, removal  from the list, and referral to the Cornwall scheme for Violent Patients. Once ratified by the Primary Care Trust (PCT), the person will forfeit the right to be registered with a local GP and will need to travel to a distant secure locality for future GP care for a minimum of one year.
  2. Verbal Abuse of a doctor or other member of staff: One warning in writing, after verifying the facts: a further incident will mean removal from the list.
  3. Persistent Failure to Attend:  Once an appointment is made, patients are expected to keep it, or inform us that they need to change. Failure to do so will be overlooked once: the next occasion will trigger a warning letter. Any further incidents will mean removal from the list.
  4. Persistent abuse of services:  If the practice is aware that a patient or relative persistently ignores requests to follow procedures set down to ensure safe clinical care for them and other patients, two warnings in writing will be given. On a third occasion, the removal of that patient will be made.
  5. Persistent non-compliance with treatment plans: We understand that patients sometimes disagree with a plan or treatment. We acknowledge this and allow for second opinions both within and beyond the practice. However, there sometimes comes a point where a patient is unwilling to accept advice and treatment, yet continues to put the clinicians in a position of responsibility for their care. This represents an impossible situation, and one where the patient risks serious detriment to their health. Two warnings will be made in writing before removal is instigated. We hope that this will almost never be necessary.

When the extremely rare situation does require removal of a patient, the PCT will be informed in writing, as will the registered patient, and their carer if appropriate. The practice will continue to treat for 9 days to allow for the patient to register elsewhere, except as in 1.above.  No removal of a patient will occur without discussion amongst the partners.

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