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Practice policies

Electronic medical records

49 Marine Avenue currently offers the facility for all patients to order online, view computerised medical records and print a list of their repeat prescriptions.

You can download the app by following this link: NHS App – NHS (www.nhs.uk)

You can now make or cancel routine appointments online. To register, pop in to the surgery and let the receptionist know you would like to use online services. You will then be given your username and password or use eConsult via our web page to request this. 49 Marine Avenue (49marineavenuesurgery.nhs.uk)

Our philosophy of care

We are an innovative and modern practice offering a personal and friendly service. We encourage our patients to take an active interest in their health

We aim to provide the highest quality services to our practice population. We manage your illnesses and help to keep you fit by offering a range of preventative services. We provide a primary care service that is sensitive to patients’ and carers’ needs.

Rights and responsibilities as a patient

The practice respects the privacy, dignity and confidentiality of all patients and their parents/carers at all times.

Patients can express a preference for a particular practitioner when they make an appointment but may have to see an alternative practitioner if the practitioner of their choice is not available.

We aim to treat our patients courteously at all times and expect our patients to treat our staff in a similarly respectful way. We take seriously any threatening, abusive or violent behaviour against any of our staff or patients. If a patient is violent or abusive, they will be asked to stop this behaviour. If they persist, we may exercise our right to take action to have them removed, immediately if necessary, from our list of patients. The practice enforces a ‘zero- tolerance’ policy.


Information held at the surgery is generally only medical history and is treated as strictly confidential. Certain necessary personal details are also retained, for instance, name and address, date of birth, telephone numbers, NHS number and perhaps occupation where it has become relevant to medical care. This information is held in medical notes and on computer.

If we need to share information with others involved in your care, we aim to provide only the information they require to treat you effectively. There are circumstances when we have a legal duty to provide information, such as to the police or to notify specific diseases such as salmonella or TB.

Other information would only be given out with your permission, other than in very exceptional circumstances.

If a patient requires a report for an insurance company, to take out a mortgage or pension, or because of legal matters, the information given is held for six months. A patient has the right to see this information before or after it is sent to the relevant party. No information will be sent without the patient’s written and express consent.

No one has the right to be told about the medical history of another person, except the parents of young children. We are unable to confirm whether a patient is registered at the practice or to divulge information about adult relatives.

Freedom of information

The Freedom of Information Act 2000 recognises that members of the public have the right to know how public services are organised and run, how much they cost and how decisions are made

From 1 January 2005 the Freedom of Information Act has obliged General Practice to respond to requests about information that it holds and is recorded in any format, and has created a right of access to that information. These rights are subject to some exceptions which have to be taken into consideration before deciding what information it can release.

Under the Data Protection Act 1998, you are also entitled to access your clinical records or any other personal information held about you. Requests need to be made in writing to the practice manager. We don’t have a leaflet at the moment.

Chaperone policy

This practice is committed to providing a safe, comfortable environment where patients and staff can be confident that best practice is being followed at all times and the safety of everyone is of paramount importance.

All patients are entitled to have a chaperone present for any consultation, examination or procedure where they feel one is required. This chaperone may be a family member or friend. On occasions you may prefer a formal chaperone to be present, i.e. a trained member of staff.

Wherever possible we would ask you to make this request at the time of booking appointment so that arrangements can be made and your appointment is not delayed in any way. Where this is not possible we will endeavour to provide a formal chaperone at the time of request. However occasionally it may be necessary to reschedule your appointment. Your healthcare professional may also require a chaperone to be present for certain consultations in accordance with our chaperone policy.

Summary care records

Today, records are kept in all the places where you receive care. These places can usually only share information from your records by letter, email, fax or phone. At times, this can slow down treatment and sometimes information can be hard to access.

Summary care records improve the safety and quality of patient care. Because the summary care record is an electronic record it will give healthcare staff faster, easier access to essential information about you, to help provide you with safe treatment when you need care in an emergency or when your GP practice is closed.

A summary care record is made for you automatically but you can choose not to have a summary care record. If you don’t want a summary care record, you need to let us know by filling in and returning the opt- out form.

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