NHS Feedback

We are always looking to improve our service to you. Please tell us what you think we are doing well and any ideas you have of how we can do better. You can do this by emailing us.

We hope you will be happy with our service but if you wish to complain please email Maureen Wilcock, the Practice Manager.

You can also look at iWantGreatCare.org to see what they can do for you.

Patient Participation Group

If you would like to join our Patient Participation Group, please email Maureen Wilcock. Our PPG gives you a voice from a patient's perspective on the services our Centre offers, and an opportunity to input in the wider health agenda. It is our aim that the PPG is driven by the patients who belong to it, not the practice.

Complaints Policy


The Local Authority Social Services and National Health Service Complaints (England) Regulations 2009 oblige NHS organisations to have arrangements in place to deal with complaints. The Health Act 2009 places a duty on NHS Organisations (including contractors) to "have regard to the NHS Constitution".

The NHS Constitution sets out the following rights for patients:

There are now two stages of complaints handling:

Contact Brighton and Hove CCG: www.brightonandhoveccg.nhs.uk
Contact NHS England: england.contactus@nhs.net

Complainants will also be encouraged to complain to the Care Quality Commission on 03000 616161 or at enquiries@cqc.org.uk.


Main provisions of the Regulations


Policy Objectives






Responsible officers

The Complaints Manager for the practice is The Managing Partner, Gary Toyne.

The Responsible Partner for the practice is Dr Laura Marshall-Andrews.

Both officers have a duty to ensure complaints are handled in compliance with the regulations.

The Health Service Ombudsman

The Ombudsman is completely independent of the NHS and Government. The Ombudsman can be contacted at Millbank Tower, Millbank, London SW1P 4QP, tel: 0345 0154033, www.ombudsman.org.uk.


Confidentiality Policy

Please click to view our Confidentiality Policy.

NHS Code of practice on confidential information.


Our CQC Inspection

Please click to view our Care Quality Commission Report.


Fair Processing Notice For GPs

How we use your information

This privacy notice explains why the GP Practice collects information about you, and how that information may be used.

The health care professionals who provide you with care maintain records about your health and any treatment or care you have received previously (e.g. NHS Trust, GP Surgery, Walk-in clinic, etc.). These records help to provide you with the best possible healthcare.

NHS health records may be electronic, on paper or a mixture of both, and we use a combination of working practices and technology to ensure that your information is kept confidential and secure. Records which this GP Practice may hold about you may include the following information:


To ensure you receive the best possible care, your records are used to facilitate the care you receive. Information held about you may be used to help protect the health of the public and to help us manage the NHS. Information may be used for clinical Audit to monitor the quality of the service provided.

Some of this information will be held centrally and used for statistical purposes. Where we do this, we take strict measures to ensure that individual patients cannot be identified. Sometimes your information may be requested to be used for research purposes – the surgery will always endeavour to gain your consent before releasing the information.


Risk Stratification

Risk stratification tools are increasingly being used in the NHS to help determine a person's risk of suffering a particular condition, preventing an unplanned or (re)admission and identifying a need for preventive intervention. Information about you is collected from a number of sources including NHS Trusts and from this GP Practice. A risk score is then arrived at through an analysis of your de-identified information using software managed by the North West London Commissioning Support Unit as the data processor and is only provided back to your GP or member of your care team as data controller in an identifiable form. Risk stratification enables your GP to focus on the preventing ill health and not just the treatment of sickness. If necessary your GP may be able to offer you additional services. Please note that you have the right to opt out.

Should you have any concerns about how your information is managed at the surgery please contact the Practice Manager to discuss how the disclosure of your personal information can be limited.


Invoice Validation

If you have received treatment within the NHS, North West London Commissioning Support Unit may require access to your personal information in order to determine which Clinical Commissioning Group should pay for the treatment or procedure you have received. Information such as your name, address and date of treatment may be passed on to enable the billing process. These details are held in a secure environment and kept confidential. This information will only be used to validate invoices, and will not be shared for any further Commissioning purposes.


How do we maintain the confidentiality of your records?

We are committed to protecting your privacy and will only use information collected lawfully in accordance with the Data Protection Act 1998 (which is overseen by the Information Commissioner's Office), Human Rights Act, the Common Law Duty of Confidentiality, and the NHS Codes of Confidentiality and Security.

Every member of staff who works for an NHS organisation has a legal obligation to keep information about you confidential. Anyone who receives information from an NHS organisation has a legal duty to keep it confidential.

We maintain our duty of confidentiality to you at all times. We will only ever use or pass on information about you if others involved in your care have a genuine need for it. We will not disclose your information to any third party without your permission unless there are exceptional circumstances (i.e. life or death situations), or where the law requires information to be passed on.


Who are our partner organisations?

We may also have to share your information, subject to strict agreements on how it will be used, with the following organisations:


You have a right under the Data Protection Act 1998 to access/view what information the surgery holds about you, and to have it amended or removed should it be inaccurate. This is known as 'the right of subject access'. If we do hold information about you we will:


If you would like to make a 'subject access request', please contact the Practice Manager in writing.

If you would like further information about how we use your information, or if you do not want us to use your information in this way, please contact the Practice Manager.

Please find the national opt-out link here. how to make your choice.

Privacy Notice