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Practice Policies


locked_laptopWe keep all patient details on computer to help maintain accurate records and more efficient administration. Should you require to see your records please contact the surgery.

We give the highest priority to confidentiality. Medical records are not disclosed to anyone outside the practice without your written consent. All members of the practice are bound by strict rules and even the fact that you have attended surgery is regarded as confidential.

We are also bound by the Data Protection Act.

How we use your Health Records


Patients' Rights

Patients have the right and responsibility to fully participate in all decisions related to their health care.

  • An environment of mutual respect is essential to maintain a quality practice.
  • Patients have the right to communicate with health care providers in confidence.

In a health care system that protects patients' rights, it is reasonable to expect and encourage patients to assume reasonable responsibilities. Such responsibilities include:

  • Being involved in specific health care decisions.
  • Work collaboratively with health care providers in developing and carrying out agreed-upon treatment plans.
  • Disclose relevant information and clearly communicate wants and needs.
  • Use the surgeries internal complaint and appeal processes to address concerns that may arise.
  • Show respect for other patients and health workers.


If you have a complaint please put it in writing and address it to the Practice Manager - Miss Dawn Simmons, St. Anne’s Surgery, Herne Bay, Kent, CT6 5NF



  1. Attention is drawn to this protocol on the Practice website or in the practice leaflet
  2. When an approach is made, the Practice Manager should be informed. The patient will be taken into a private area. Time will be given to hear the comment and the patient informed of the help available from the Community Health Council.
  3. Issues raised by patients will be routinely discussed at Practice meetings.
  4. A separate file is kept in the Practice Managers office for complaint records and these should not be filed in patients records.
  5. An Analysis of Complaints form or Quarterly Complaints Record will be used to facilitate discussion of complaints at Practice meetings and for general audit.
  6. A copy of this Procedure will be issued to every member of staff.

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