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Practice Policies

Confidentiality & Medical Records

Locked blue folderThe practice complies with data protection and access to medical records legislation. Identifiable information about you will be shared with others in the following circumstances:

  • To provide further medical treatment for you e.g. from district nurses and hospital services.
  • To help you get other services e.g. from the social work department. This requires your consent.
  • When we have a duty to others e.g. in child protection cases anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.

If you do not wish anonymous information about you to be used in such a way, please let us know.

Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.

You can find more information about patient records on this link :

GDPR privacy notice

"Overview and CQC Inspections" for Brook Green Medical Centre on the link below:

Freedom of Information

Information about the General Practioners and the practice required for disclosure under this act can be made available to the public. All requests for such information should be made to the practice manager.

Access to Records

In accordance with the Data Protection Act 1998 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the practice manager and may be subject to an administration charge. No information will be released without the patient consent unless we are legally obliged to do so.


Customer service formWe 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.

To pursue a complaint please contact the practice manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception or by clicking here. A copy of our Complaint's Policy can be found on this link.

HF Partnership Complaints Procedure

Alternatively you can contact the Hammersmith & Fulham Clinical Commissioning Group by calling them on: 020 3350 4567 or 020 8630 2943 or emailing the complaints manager at the practice.

If you are not satisfied with the local response to your complaint, you can contact NHS England:

By telephone: 0300 311 2233 (Monday to Friday 08:00 – 18:00)

By email to:

By post to:

NHS England
PO Box 16738
B97 9PT

Or the Parliamentary & Health Service Ombudsman:

By telephone: 0345 015 4033

By email to: 

By post to:
The Parliamentary & Health Service Ombudsman
Millbank Tower

It is helpful to provide your name when making a complaint, as this will allow us to consider the full circumstances of your experience. However, we of course respect your right to make a complaint anonymously if you prefer.

Violence Policy

The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.

Consent Policy

In our practice, we treat patients politely and with respect, recognising their dignity and rights as individuals. We would encourage you to ask questions about your care and be involved in decision making. Clinical staff may be able to provide addition information about procedures and calm any worries you may have. 


Before embarking on any aspect of your care we will always seek your consent, recognising your right to decide what happens to your body. You always have a right to refuse treatment or advice.


Sometimes verbally or physically agreeing to a procedure will be enough to give your consent. In other instances you may need to sign a form, for example if you are having minor surgery.


If you do not feel want to go ahead with any form of treatment, please let a doctor know. You have a right to change your mind when it comes to giving consent.


Chaperone Policy

You should always ask if you would like a chaperone. If possible, please let reception know before your appointment. However, if you decide you would like someone else present during a consultation, please let the doctor know.

In some cases a doctor may ask you directly if you would like a chaperone, or may require a chaperone to be present.

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