Practice Policies

Complaints

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.

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.

Confidentiality & Medical Records

The 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.

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.

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.

NOTICE TO PATIENTS

Please note the practice will provide services as per ‘You and Your General Practice’ except when unable to do so due to:

lack of capacity
closure due to staff training (half day each month)
unforeseen events
failure of NHS supplied software
unable to assure a safe service

Find out more about You and Your General Practice

Data Choices

Your Data Matters to the NHS

Information about your health and care helps us to improve your individual care, speed up diagnosis, plan your local services and research new treatments. The NHS is committed to keeping patient information safe and always being clear about how it is used.

How your data is used

Information about your individual care such as treatment and diagnosis is collected about you whenever you use health and care services. It is also used to help us and other organisations for research and planning such as research into new treatments, deciding where to put GP clinics and planning for the number of doctors and nurses in your local hospital.

It is only used in this way when there is a clear legal basis to use the information to help improve health and care for you, your family and future generations.

Wherever possible we try to use data that does not identify you, but sometimes it is necessary to use your confidential patient information.

You have a choice

You do not need to do anything if you are happy about how your information is used. If you do not want your confidential patient information to be used for research and planning, you can choose to opt out securely online or through a telephone service. You can change your mind about your choice at any time.

Will choosing this opt-out affect your care and treatment?

No, choosing to opt out will not affect how information is used to support your care and treatment. You will still be invited for screening services, such as screenings for bowel cancer.

What do you need to do?

If you are happy for your confidential patient information to be used for research and planning, you do not need to do anything.

To find out more about the benefits of data sharing, how data is protected, or to make/change your opt-out choice visit www.nhs.uk/your-nhs-data-matters.

Detailed Coded Record

The Patient Online programme includes offering patients access to their detailed coded records online. However there are exceptions to this. GP practices will have a policy in place and ask you to apply for access to your detailed coded record and the practice will carry out some checks before granting access.

This varies and tends to be dependent on the clinical system used by your practice.

For more information visit the The NHS Website GP online services web page where you can find links to related leaflets.

A detailed coded record can contain information, such as;

demographics
equality and diversity
allergies/adverse reactions
results (numerical values and normal range)
immunisations
Medication (dose, quantity and last issued date)
Other codes; diagnoses, referrals made and procedures – medical or surgical

Privacy Notice

We take confidentiality and data protection very seriously at Willows Health. As we hold personal data about you, it is important that you know what happens with this data and whether or not you wish to opt out of data sharing.

Please read our Privacy Notice carefully. If you wanted to discuss this further, do not hesitate to contact the surgery to speak to a member of our team.

Summary Care Records

The NHS is changing how patient information is stored and shared in England, to provide better care for patients. SCRs provide healthcare staff treating patients in an emergency or out-of-hours with faster access to key clinical information.

The Summary Care Record is a copy of key information from your GP record. It provides authorised healthcare staff with faster, secure access to essential information about you when you need unplanned care or when your GP practice is closed.

Summary Care Records improve the safety and quality of your care.

Summary Care Record

There is a new Central NHS Computer System called the Summary Care Record (SCR). It is an electronic record which contains information about the medicines you take, allergies you suffer from and any bad reactions to medicines you have had.

Why do I need a Summary Care Record?

Storing information in one place makes it easier for healthcare staff to treat you in an emergency, or when your GP practice is closed.

This information could make a difference to how a doctor decides to care for you, for example which medicines they choose to prescribe for you.

Who can see it?

Only healthcare staff involved in your care can see your Summary Care Record.

How do I know if I have one?

Over half of the population of England now have a Summary Care Record. You can find out whether Summary Care Records have come to your area by looking at our interactive map or by asking your GP.

Do I have to have one?

No, it is not compulsory. If you choose to opt out of the scheme, then you will need to complete a form and bring it along to the surgery. You can use the form at the foot of this page.

More Information

For further information visit the NHS Care records website.

Violence Policy

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.

Publications

At Willows Health, we have a long-standing tradition of contributing to and creating numerous health-related publications. Our publications are formal scholarly works that provide valuable insights into various health topics.

Download (29.27 KB)

Getting the Right Care, in the Right Place, at the Right Time

At Willows Health, our priority is making sure you get the help you need as quickly and safely as possible. Not every health concern needs to be seen by a GP — and in many cases, you can be treated faster and more effectively by another highly skilled healthcare professional.

Why this matters

Patients who do need a GP appointment are more likely to get one sooner.
Patients who can be safely cared for by a pharmacist or another team member are seen without delay.
This helps us reduce waiting times, improve access, and make sure everyone is seen by the right professional for their condition.

Common conditions that can be managed by a pharmacist

Our Pharmacy First service means you don’t have to wait for a GP appointment. Trained community pharmacists can advise, treat, and in some cases prescribe medicines for conditions such as:

Sore throats, sinusitis, and ear infections
Skin conditions like impetigo or shingles
Uncomplicated urinary tract infections (in women under 65)
Infected insect bites

Pharmacists are trusted NHS healthcare professionals who can give safe, effective treatment and let you know if you need to see someone else.

When you should still see a GP

Some conditions require ongoing care, review of complex health problems, or specialist referral. If your pharmacist feels you need to see a GP, they will guide you to book an appointment.

When to seek urgent help

Please call 999 in a medical emergency, or 111 if you need urgent advice outside normal hours. Examples of emergencies include:

Chest pain or breathing difficulties
Severe pain or heavy bleeding
Sudden weakness, loss of vision, or slurred speech
Severe allergic reactions
High fever in children or babies

Working together for better access

By choosing the right service first, you are helping us provide better access for everyone. Thank you for supporting us in making sure all patients receive the care they need, in the right place, at the right time, by the right professional.

Our Commitment to You

At Willows Health, we work hard every day to provide the very best healthcare to our patients. We know that when you need help, you want to be seen quickly, safely, and by the right professional.

We are proud to say that our teams are seeing more patients than ever before — but we also want to be honest with you about the challenges facing General Practice and the NHS as a whole.

The Challenges We Face in General Practice

Rising demand

General practice now delivers over 340 million appointments every year across England — far more than hospital outpatient services.
At Willows, our doctors, nurses, pharmacists, and healthcare assistants are seeing more people than ever before.
Many patients have multiple long-term conditions and need longer, more complex appointments.

Limited resources

NHS England funds general practice at around 8–9% of the total NHS budget, even though we see 90% of all patient contacts.
This means we are constantly balancing limited staff and resources against growing demand.
Recruitment and retention of GPs and nurses remains a national challenge.

A changing patient population

The UK has an ageing population, with more people living longer but with multiple health conditions.
We care for patients who need translation support, who live with disabilities or mobility issues, or who need extra time to ensure safe and compassionate care.

Wider NHS pressures

Hospitals are also under strain: there are fewer beds available than in previous decades, and more patients are waiting longer for specialist care.
When secondary care is stretched, more pressure falls on GP practices to provide ongoing monitoring, advice, and support.

How This Affects Access

We do everything possible to see patients in the shortest time available.

Our highly trained clinical pharmacists, nurses, and healthcare assistants manage many conditions safely.
This frees up GPs to focus on patients with more complex or urgent needs.
We use digital tools, triage systems, and signposting to ensure every patient gets to the right professional, at the right time.

But we cannot always offer immediate GP appointments for every request — because there simply are not enough GPs, and the funding we receive limits the number of staff we can employ.

Our Promise

Even with these challenges, our commitment to you is clear:

We will always do our best to see you as quickly as possible.
We will signpost you to the safest and fastest source of care — whether that’s your GP, a nurse, a pharmacist, or NHS 111.
We will listen to your concerns and make sure your care is compassionate, professional, and respectful.

Working Together

The NHS belongs to all of us. By understanding the challenges and choosing the right service first, you are helping us to:

Keep GP appointments available for those who really need them.
Reduce waiting times for everyone.
Ensure we can provide safe, effective, and fair care to all patients.

Thank you for supporting us as we continue to deliver high-quality healthcare within the resources funded by the NHS. Together, we can make the system work better for everyone.

At Willows Health, we are not only treating illness today — we are also working hard to prevent illness tomorrow.

We are pioneering new ways of managing chronic diseases such as diabetes, heart disease, asthma, and high blood pressure. Our approach is designed to:

Prevent complications before they arise
Keep patients healthier for longer
Reduce the need for emergency care or hospital admissions
Support people to live full, independent, and active lives

How we do this

Regular reviews and personalised care plans for patients with long-term conditions
Specialist input from nurses, pharmacists, and healthcare assistants working alongside GPs
Digital tools that help us track and monitor your health more closely
Education and support so patients can self-manage their conditions confidently

This means that even within the limits of NHS funding, we are doing more than ever to protect the future health of our patients. By preventing complications, we not only save lives but also reduce pressure on hospitals and urgent care — helping the whole NHS.