This area of the website lists the current practice policies:

Zero Tolerance Campaign

Our practice has signed up to the NHS Zero Tolerance Campaign which makes verbal abuse, threat and physical violence to all NHS staff unacceptable.  All staff should be able to come to work without fear of any form of abuse.  Any such behavior from any patients will result in them receiving a zero tolerance letter and if the behavior persists then this may result in their removal from our practice list.

Complaints & Comments

We are proud of our practice team. Nonetheless, we recognise that problems may occasionally arise with the services we provide. Should you wish to make a complaint the following procedure will apply:

Please contact the Practice Manager by letter, in person or telephone on 0191 4990966. We will respond to your complaint in the following way:

  • We will acknowledge your complaint within 3 working days
  • We will give a written explanation within 10 working days
  • We will offer you the opportunity to discuss your complaint with our Practice Manager
  • If your complaint involves a doctor, we will offer you the opportunity to discuss the matter with the doctor involved, or with the doctor responsible for dealing with complaints (the senior partner)
  • If, despite our efforts, you feel that your complaint has not been dealt with adequately, we will advise you on how to pursue matters further
  • We welcome comments, suggestions and enquiries – these should be addressed to the Practice Manager, who will be happy to try and help.

Privacy Statement/Policy

This GP Practice, as the data controller may collect personal information from visitors to this site. This will not include any information that can be used to identify any individual. This information is used only to respond to enquiries, monitor site usage and to enhance the use of certain technologies – such as activity based information. Cookies and logging of IP addresses are used to enable the GP Practice to monitor site traffic and repeat visitor statistics. The GP Practice will at all times comply with the requirements of the Data Protection Act 1998. read more 

Example supplementary privacy note on Covid-19 for Patients

This notice describes how we may use your information to protect you and others during the Covid-19 outbreak. It supplements our main Privacy Notice which is available by clicking this link https://www.hollyhurstmedicalcentre.nhs.uk/privacy-policy/

The health and social care system is facing significant pressures due to the Covid-19 outbreak. Health and care information is essential to deliver care to individuals, to support health and social care services and to protect public health. Information will also be vital in researching, monitoring, tracking and managing the outbreak. In the current emergency it has become even more important to share health and care information across relevant organisations.

Existing law which allows confidential patient information to be used and shared appropriately and lawfully in a public health emergency is being used during this outbreak. Using this law the Secretary of State has required NHS Digital; NHS England and Improvement; Arms Length Bodies (such as Public Health England); local authorities; health organisations and GPs to share confidential patient information to respond to the Covid-19 outbreak. Any information used or shared during the Covid-19 outbreak will be limited to the period of the outbreak unless there is another legal basis to use the data.  Further information is available on gov.uk

and some FAQs on this law are available here.

During this period of emergency, opt-outs will not generally apply to the data used to support the Covid-19 outbreak, due to the public interest in sharing information. This includes National Data Opt-outs. However in relation to the Summary Care Record, existing choices will be respected. Where data is used and shared under these laws your right to have personal data erased will also not apply. It may also take us longer to respond to Subject Access requests, Freedom of Information requests and new opt-out requests whilst we focus our efforts on responding to the outbreak.

In order to look after your health and care needs we may share your confidential patient information including health and care records with clinical and non clinical staff in other health and care providers, for example neighbouring GP practices, hospitals and NHS 111. We may also use the details we have to send public health messages to you, either by phone, text or email.

During this period of emergency we may offer you a consultation via telephone or video-conferencing. By accepting the invitation and entering the consultation you are consenting to this. Your personal/confidential patient information will be safeguarded in the same way it would with any other consultation.

We will also be required to share personal/confidential patient information with health and care organisations and other bodies engaged in disease surveillance for the purposes of

protecting public health, providing healthcare services to the public and monitoring and

managing the outbreak. Further information about how health and care data is being used and shared by other NHS and social care organisations in a variety of ways to support the Covid-19 response is here.


NHS England and Improvement and NHSX have developed a single, secure store to gather data from across the health and care system to inform the Covid-19 response. This includes data already collected by NHS England, NHS Improvement, Public Health England and NHS Digital. New data will include 999 call data, data about hospital occupancy and A&E capacity data as well as

.  All the data held in the platform is subject to strict controls that meet the requirements of data protection legislation.


In such circumstances where you tell us you’re experiencing Covid-19 symptoms we may need to collect specific health data about you.  Where we need to do so, we will not collect more information than we require and we will ensure that any information collected is treated with the appropriate safeguards.


We may amend this privacy notice at any time so please review it frequently. The date at the top of this page will be amended each time this notice is updated.





Discrimination Policy

Please note that no discrimination will be made with regard to race, gender, age, religion, sexual orientation, appearance or on grounds of disability or medical condition.

Patient Confidentiality

All our staff are bound by a strict confidentiality policy. This means we are unable to give out medical information to relatives or third parties (except the parents of children under 16) unless we receive written consent from the patient. Your personal health information may be shared with other NHS Organisations for audit purposes and in this instance only anonymised unidentifiable data will be used. If you do not wish your health information to be shared with other NHS organisations, please inform the surgery, in writing.

Data Protection Act

The Practice complies with the Data Protection Act 1998, which entitles you to know what information we hold about you. Please contact the Practice Manager if you would like to see your records, but note there is a charge for this service.

Patient Behaviour

We ask you to treat the practice team with courtesy and respect. Physical or verbal abuse in the surgery will not be tolerated under any circumstances – you will be asked to leave the premises and the police will be called.

We reserve the right to remove a patient from the practice list if they are aggressive or abusive to any member of the team.

Patient Responsibilities

We would like to request that all patients:

  • Use the emergency service only in a genuine emergency
  • Ask for a home visit only when the patient is unable to attend the surgery through illness or infirmity
  • Please allow 48 hours for a repeat prescription
  • Treat all staff with courtesy and respect at all times
  • Keep your appointments, be punctual, and let us know as early as possible if you are unable to attend
  • Let us know when you change your name, address and telephone number
  • Tell us about any complaints or misunderstanding as soon as possible to allow us to deal with them
  • Let us know when we have done well by filling in the friend and family questionnaire

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