Practice Policies

Patient Confidentiality

We respect your right to privacy and keep all your health information confidential and secure. It is important that the NHS keeps accurate and up-to-date records about your health and treatment so that those treating you can give you the best possible care.

This information may be used for management and audit purposes. However, it is usually only available to, and used by those involved in your care. You have the right to know what information we hold about you. If you would like to see your records please contact the Practice Manager.

Access to Medical Records

The practice is registered and complies with the Data Protection Act 1998 and GDPR (May 2018). Any request for access to notes by a patient, patient’s representative or outside body will be dealt with in accordance with the Act. Please contact the surgery for further information.

Complaints and Suggestions

We realise that on occasion we make mistakes, but we strive to continually improve the services we offer to our patients and believe that the complaints procedure enables the practice to:

  • identify problem areas and trends¬†identify learning points
  • ¬†identify learning points
  • review and improve practice procedures

If you have any complaints or concerns about the service that you have received from the doctors or staff working for this practice, please let us know.

If you would like to make a complaint, please address your complaint to the Practice Manager at the Chellaston surgery address or via email to [email protected].

Every effort will be made to answer your concerns as soon as possible.

Alternatively, you may contact NHS England via the Customer Contact Centre:

NHS England
PO Box 16738
B97 9PT

Email: [email protected]

Tel: 0300 311 22 33

Who can help you make a complaint?

If you need someone to help and support you through the complaints process, you may contact the NHS Complaints Advocacy Service, Pohwer. Pohwer is free, confidential and independent.

The Pohwer support centre is open Monday to Friday, 8am to 6pm –

Telephone 0300 200 0084 (charged at local rate)

Minicom – 0300 456 2364

Text – send the word ‘pohwer’ with your name and number to 81025

Email – [email protected]

Skype – pohwer.advocacy, 8am to 6pm Monday to Friday

Fax – 0300 456 2365

Post – PO Box 14043, Birmingham, B6 9BL


What can you do if you’re not happy with the response you receive to a complaint?

If you are not happy with the response you receive from either the Practice or from NHS England, you can contact the Parliamentary and Health Service Ombudsman ( who will independently look in to your complaint and the issues you have raised.