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Practice Policies

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.

National data opt-out - NHS Digital

The national data opt-out was introduced on 25 May 2018, enabling patients to opt out from the use of their data for research or planning purposes, in line with the recommendations of the National Data Guardian in her Review of Data Security, Consent and Opt-Outs. 

Patients can view or change their national data opt-out choice at any time by using the online service at

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. We welcome comments, compliments, concerns or complaints as a chance to improve services for all our patients.

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.

Please contact the duty manager who will deal with your concerns appropriately. Further written information is available regarding the formal NHS complaints procedure from reception and our waiting rooms.

Zero Tolerance

Penryn Surgery operates a 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.

When the extremely rare situation does require removal of a patient, the CCG 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. No removal of a patient will occur without discussion amongst the partners.

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