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.

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.

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.


The Practice follows the Complaints Procedure of NHS England. Customer service form

If you have a complaint against any member of staff/service of the Practice please write to either Dr. Kumar or Miss Jolene Riley, Practice Manager, at Slag Lane Medical Centre, 216 Slag Lane, Lowton, WA3 2EZ.  Alternatively you are able to refer your complaint/concerns (but not in addition to already having reported your complaint(s) to the Practice) to the Complaints Manager, NHS England, PO Box 16738, Redditch, B97 9PT - telephone number 0300 311 22 33 - email address or, who will correspond with the Practice/handle your complaint on your behalf if you prefer.  If you choose to contact NHS England by email about your complaint, please ensure you put 'For the attention of the Complaints Manager' in the subject line of your email.  Full details of the Complaints Procedure will be provided to you by the Practice or via NHS England upon request.

Once the Practice has received details of your complaint (either directly from yourself or via NHS England) such will be acknowledged within three working days and we would aim to provide a full response within a period of six weeks following completion of investigation into your complaint.  If it is not possible to respond within the above time scale you would of course be kept informed on the matter in writing.

If you remain dissatisfied with the response from the Practice, you can contact The Health Service Ombudsman who is completely independent of the NHS; contact details are as follows:

The Parliamentary & Health Service Ombudsman
51 Mosley Street
M2 3HQ
Telephone 0345 015 4033                              

If you have any comments about the surgery or the services provided, please advise us by using the Suggestion Box situated in the Waiting-Room.  Any suggestion(s) to improve the services offered are always welcome.

Thank you.

Violence Policy

The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.

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