Surgery information

We pride ourselves on providing high quality healthcare. Here you can find out more about our policies and procedures.

View our recent Patient Letter here regarding changes to the NHS, October 2015.

Our Patient Participation Group (PPG) has been meeting every three months since August 2005. It aims to provide the practice with feedback on how well we are providing our services, and to identify any concerns that patients have with how national and local changes are being implemented.

You can view our latest 2015 patient participation report here

Since the group started to meet, it has considered a range of issues, including:

  • The results of the annual practice patient survey;
  • The potential for a water cooler in the waiting area;
  • The move from the old health centre to the new facility; and
  • Changes in the appointment system.

Through enabling feedback to the practice, the group has been able to achieve a number of successes. For example:

  • The notice boards in the practice now advertise useful local groups that may be of interest to patients;
  •  An e-mail has been set up from the practice website to the PPG to enable patients who are not members of the group to feed in issues that they would like to be raised
  • The group works with practice staff on Saturday mornings in October each year to run ‘flu clinic’s, to help ensure that all patients needing an injection were able to access the care they required
If you would like to join the PPG, or contribute to the ongoing agenda, we would welcome your interest and contribution. Please contact either Paul Williams, the Practice Manager on 0117 908 2397, or Linda Taylor,  Chair of the Group. You can also e-mail us at

As a practice we are proud to be involved in the vital task of training the nurses, doctors and general practitioners of the future. This means that from time to time there may be a trainee sitting in on your consultation with the doctor or nurse. While we are very grateful to all patients who help provide this experience for our trainees, we completely respect your right to ask to be seen alone, should you prefer this.

Training GP’s
We are a training practice for already qualified doctors who are aiming for a career as GPs. These doctors will already have spent a number of years working in a variety of hospital specialties and join us to develop their experience in primary care.

They will be part of our team for four, six or 12 months, depending on their level of medical experience. They each have their own surgeries in which to see patients, but will always be supported and supervised by the regular doctors in the practice.

Dr Claire Hatton and Dr Maryam Husain are qualified GP trainers and have overall responsibility for teaching our trainees.

Teaching Medical Students
We have a long association with Bristol University Medical School and have been involved in teaching their students for many years.  They usually come to us in the fourth and fifth year of their training, to spend time sitting in on consultations with doctors and nurses and going out on home visits. They will also carry out some consultations on their own, while being watched by their supervising doctor, and fine tune their examination skills.

Dr Simon Atkins, who is an Honorary Clinical Teacher in Primary Care at the university, is the supervisor for the students, but all doctors and nurses are involved in this teaching.

Other Teaching
From time to time we will have other students observing our consultations. These could be training to be nurses, midwives or health visitors, or may be pharmacists who are completing a course in prescribing. We also have students from schools and colleges on work experience placements.

Customer Care Policy
We endeavour to look after all our patients in an appropriate manner so please have a look at our Customer Care Policy for more information.

Please view our Customer Care Policy.

Comments and Complaints
We are always very grateful for the frequent cards and letters we receive from people to thank us for care we have given to them or their families. And if you would like to compliment us on our service, please do contact our practice manager, Paul Williams. We also welcome constructive comments about the way in which we could improve aspects of our service. These can be left in the box on reception, also addressed to the practice manager.

For formal complaints you can contact Mr. Williams by telephone, letter or in person. This will be acknowledged within two working days.

If your complaint is made to us, we will reply with a written response within 10 working days and, if necessary, a meeting can be arranged between senior members of the practice, yourself and a friend or relative. This enables us to discuss the situation and hopefully explain and resolve the matter.

As a patient or relative you may need to turn someone else for advice and support, and may therefore choose to contact:
SEAP  (Support Empower Advocate Promote)
Tele: 0300 343 5704 Email:

If you are still not happy after going through the local complaints route you may complain directly to:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Tel:0345 0154033

We ask you for personal information so that you can receive appropriate care and treatment. This information is recorded on computer and we are registered under the Data Protection Act.

The practice will ensure that patient confidentiality is maintained at all times by members of the practice team. However, for the effective functioning of a multi-disciplinary team, it is sometimes necessary that medical information about you is shared between members of the team.

Prescriptions and some of the consultation records are run solely on computer. This enables us to analyse various aspects of health care and to produce an annual practice report.

The practice cannot release information to a non-medical NHS organisation without the prior written consent of the patient.

Access to Medical Records
In accordance with the Data Protection Act 1998, patients have right of access to their health records provided:

  • Application is made in writing (form available from reception)
  • A fee is paid:             Access only £10.00
  • Access and copies £10.00 up to £50.00 (dependent upon work involved)

Freedom of Information Publication Scheme
The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme. A Publication Scheme is a guide to the ‘classes’ of information the practice intends to routine make available. Contact our practice manager to find out more.

All of our patients have the right to have a chaperone present for any examination they undergo. Please inform the doctor or nurse who is seeing you at the time, if you would like a chaperone present. If no-one is available it may be necessary to reschedule your appointment.

Zero Tolerance
In line with the rest of the NHS, we have a Zero Tolerance Policy towards violent or aggressive patients. Aggression includes verbal aggression or threatening behaviour. Any patient behaving in an aggressive or threatening manner towards any member of the practice team, other patients or visitors will receive a letter detailing the behaviour and warning they may be removed from the practice list.

Any repetition of such behaviour will result in removal from the practice list.

An act of violence by a patient to a member of the practice team, another patient or visitor or damage to practice property will result in the police being called, removal of the patient from the premises, possible criminal proceedings and immediate removal from the practice list.

You can read more about our practice policies in the online version of our practice booklet available here.

At this practice we have a policy of never seeing representatives from any of the drug companies. We believe that there are much better sources of information to help us practice evidence- based medicine than the biased and often inaccurate messages these reps provide. And we are quite happy to buy our own pens and make our own packed lunches rather than accept their bribing freebies.

For this reason we, along with other doctors, dentists, nurses and pharmacists around the world, joined an organisation called ‘No Free Lunch’.

For more information, please follow the link below.

We are also actively involved in NHS research work through the Primary Care Research Network. As a result you may from time to time be asked if you would consent to participating in a health related study. There is absolutely no compulsion for you to do this and opting out will never affect your ongoing treatment here. The research is nationally regulated with utmost respect for confidentiality. Both Drs Maryam Husain and Simon Atkins are involved in this work.