Practice Charter

Records and Information

We collect information about you to help in the provision of your health care and treatment, and to assist staff in reviewing the care they provide for you to ensure that it is of the highest standard.

The information is stored on computerised systems and also on paper records.

We need to keep this information to ensure that appropriate care is given and that continuity of care is maintained when you return for treatment, or see a different health professional.

Better Information Means Better Care - The Care.Data Programme

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Practice Complaints Procedure

The practice operates a complaints procedure in line with NHS guidelines. If you have a complaint about any aspect of the service you have received please address this to the practice manager.

We are always pleased to receive compliments on our service and these should also be addressed to the manager.

The complaints procedure does not deal with legal liability or compensation matters and, if the in-house procedure is not an appropriate form of investigation, you will be referred to the appropriate authority.

For confidential advice you may contact Patient Relations on (01482) 672047.

We have a suggestion box in the waiting room for you to provide comments and suggestions to us.

An information leaflet about our complaints procedure is available from the reception staff.

Click here to download our complaints leaflet (.doc).

Removing a patient from the practice list

We have an information sheet for patients, which details the circumstances in which we would remove a patient from the Practice list. These include :

  • Unacceptable behaviour (e.g violence, abuse or threatening behaviour whether directed towards Practice personnel or other patients)
  • Crime and deception (e.g, theft from Practice premises)
  • Relocation outside of the Practice area
  • Moving to live or work abroad
  • Failure to attend pre-booked appointments
  • Irretrievable breakdown of the doctor/patient relationship
  • Please ask at Reception for a copy of this information sheet.

The doctors, nurses and staff at Montague Medical Practice treat all patients with courtesy and we expect you to behave in a similar manner towards them. For example, it is your responsibility to ensure that you keep medical appointments and follow the medical advice given to you.

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