Practice Policies

Access to Medical Records
This practice policy outlines the process for gaining access to your health record. At the end of the policy is a form which can be filled in and returned to the practice should you require access to your record.

Recording of telephone calls

Our telephone calls are recorded and kept for a period of 6 months.                  They are used to:-

  • Monitor call handling and patient service which may facilitate staff training.
  • Verify what was said if there is a dispute or complaint.
  • Protect staff from abusive behaviour.

Breast Feeding Policy
 This is the Breastfeeding policy for staff and patients in Dunelm Medical Practice.

Chaperone Policy
 All patients are entitled to have a chaperone present for any consultation, examination or procedure where they consider one is required. Click the link to read our practice policy for chaperones.

We make every effort to give the best service possible to everyone who attends our practice.

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.

If you do wish to make a complaint please contact the Operational Manager, either directly by telephone on 0191 373 2077 or by letter if you prefer. You will then be sent a written reply usually within 7 days and if you are not happy with the outcome, discussions with a designated doctor will be arranged.

Practice Complaints Procedure

Download other points of contact for advice and support regarding queries/concerns about NHS services HERE

Confidentiality for under 18s
 The principles of confidentiality apply equally to all patients regardless of age. Young people (including those under 16) are entitled to equal confidentiality male or female as all other patients. Click the link to read our policy for Confidentiality for under 18s.

Confidentiality Policy and Code of Practice
This detailed Policy outlines all aspects of patient confidentiality within the practice, as well as including some Frequently Asked Questions about issues involving confidentiality.

Consent Policy
 The purpose of this policy is to set out the Practice’s approach to consent and the way in which the principles of consent will be put into practice.

Did Not Attend (DNA) Policy
Patients who do not attend appointments or contact the practice to cancel their appointments are a significant problem for the NHS. Here we outline our policy to non-attenders.

Late Arrivals Protocol

Living Will Policy
 Patients who wish to make their preferences known in advance about treatments which might occur in the future may present the practice with a “Living Will”, also known as an Advance Directive. The practice policy regarding Living Wills is outlined here.

Mental Capacity Policy
 The Mental Capacity Act 2005 became fully effective in October 2007 in England & Wales. It is a means by which patients’ abilities to make an informed decision are measured and as such it protects patient and practitioner and removes indecision and ambiguity about choices of care. The Practice Policy is provided in detail here.

Military Veterans Protocol
 From 1 January 2008, all veterans should receive priority access to NHS secondary care for any conditions which are likely to be related to their service. The practice policy can be found here.

Named Accountable GP
From 1st April 2015 all GP Practices around the country are required to allocate patients a named GP.

If you would like to know who your allocated GP is you can ask at reception.

This does not affect your choice to be able to see any GP (or other member of staff) you wish for an appointment. It simply ensures that you have a GP who is responsible for your overall care.

No action is required on your part.

Online Services – Statement of Intent and Practice Poster
Statement of Intent
Practice Poster

Violent and Aggressive Patients Policy
Violence and aggression towards any members of our staff will not be tolerated within Dunelm Medical Practice. This policy outlines our stance on such behaviour and the actions that will be taken against those patients.

Violent and Aggressive Patients Poster
A poster which is displayed in all branches supporting out Practice Policy.

Assistance Dogs Policy
 Assistance Dogs are a vital and central element of support to many individuals with a disability. As a practice we welcome them and our policy is outlined here.

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