This website uses cookies to function correctly.
You may delete cookies at any time but doing so may result in some parts of the site not working correctly.

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.

How we use your health records leaflet

Dr Holloway & Partners fair processing notice

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 Medical 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.

The NHS now operates a central database of patients' summary records known as 'The Spine'.  It was created to provide a rapid interchange of information between various bodies within the NHS to facilitate safer, more 'joined up' care.  A messaging system directs requests for patient details from practices like ours and a rapid response is achieved.

Access to the system is controlled by secure registration and authentication procedures.

As a practice, we are obliged to upload patient data to the system.  Should any patient of Macklin Street Surgery practice object to having their details foward in this way, they should contact reception for advice.  In future, as the practice's control over such data exchange reduces, it may be necessary to open a dialogue directly between the patient and the Department of Health.

For more information please click on the link below:

Compliments & Complaints

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 surgery and we will deal with your concerns appropriately.  A copy of our Compliments/Complaints procedure can be downloaded here.

Practice Complaints Policy

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.

Chaperone Policy

All patients are entitled to have a chaperone present for any consultation, examination or procedure where they consider one is required.  The chaperone may be a family member or friend, but on occasions a formal chaperone may be preferred.  The doctor or nurse may also require a chaperone to be present for certain consultations



This practice holds and processes information about patients under the terms of the Data Protection Act 1998 in order to help us to provide them with the best possible health care.

The data we hold about you consists of personal identification data, data about your registration within the NHS and your personal health care data, which we will have collected from you directly, from other health and social services professionals involved in your care, from other people with an interest in your health (such as government departments or your employer) or from our own observations.

You have the right to see, on request, the data which we hold about you, except any individual pieces of data which identify other people (excluding professionals involved in your care) or which we judge would be seriously harmful to your health or to that of another person if you saw it.

We will not disclose any personal information about you to any other person except in the following cases:

1.   Where we are obliged by law to do so.

2.   Where we have your specific consent or instruction to do so.

3.   Where a solicitor acting on your behalf requests us to do so.

4.   Where it is necessary for us to give details to another health professional so that they can give you care.

5.   Where we believe that not to do so would cause serious harm to your health or safety or that of  others and you are unable or unwilling to give us consent.

6.   Where the Health Authority requests us to do so in order that they can satisfy themselves that we are providing a safe and efficient service within the terms of our contract with them.

7.   Where information can be extracted by us from your record and made unidentifiable, for the purpose of medical research, including research into drug safety.



The NHS is founded on a common set of principles and values that bind together the communities and people it serves – patients and public – and the staff who work for it.

This Constitution establishes the principles and values of the NHS in England.

It sets out rights to which patients, public and staff are entitled, and pledges which the NHS is committed to achieve, together with responsibilities which the public, patients and staff owe to one another to ensure that the NHS operates fairly and effectively.

All NHS bodies and private and third sector providers supplying NHS services are required by law to take account of this Constitution in their decisions and actions.

The Constitution will be renewed every 10 years, with the involvement of the public, patients and staff.


How Dr Holloway & Partners implements the NHS Constitution


The practice :

·  Provides a comprehensive service, available to all irrespective of age, disability, gender reassignment, race, religion or belief, sex or sexual orientation and has a duty to respect their human rights.

·  Promotes equality through the service, providing and to paying particular attention to groups or sections of society where improvements in health and life expectancy are not keeping pace with the rest of the population.

·  Provides access to services based on clinical need, not on an individual’s ability to pay.

·  Aspires to the highest standards of excellence and professionalism, providing safe and effective high-quality care focused on patient experience.

·  Ensures that it is effectively lead and managed and its staff receive relevant education, training and development.

·  Its services reflect the needs and preferences of patients, their families and carers who will be involved in and consulted on all decisions about their care and treatment.

·  Ensures that it works across organisational boundaries and in partnership with other organisations in the interest of patients, local communities and the wider population.

·  Is accountable to the public, communities and patients that it serves.

·  Supports staff when they raise concerns about the service by ensuring their concerns are fully investigated and that there is someone independent, outside of their team, to speak to.

Patient Rights

Patients have the right:

·  To receive NHS services free of charge, apart from certain limited exceptions sanctioned by Parliament.

·  To access NHS services and not be refused access on unreasonable grounds.

·  To expect the practice to assess the health requirements of the local community and to commission and put in place the services to meet those needs as considered necessary.

·  In certain circumstances to go to other European Economic Area countries or Switzerland for treatment which would be available through the NHS.

·  Not to be unlawfully discriminated against in the provision of NHS services including on grounds of gender, race, religion or belief, sexual orientation, disability (including learning disability or mental illness) or age.

·  To access services within maximum waiting times, or to be offered a range of alternative providers if this is not possible.

·  To be treated with a professional standard of care, by appropriately qualified and experienced staff, in a properly approved or registered organisation that meets required levels of safety and quality.

·  To be treated with dignity and respect, in accordance with their human rights.

·  To accept or refuse treatment that is offered, and not to be given any physical examination or treatment unless valid consent has been given.

·  To be given information about their proposed treatment in advance, including any significant risks and any alternative treatments which may be available, and the risks involved in doing nothing.

·  To privacy and confidentiality and to expect the practice to keep their confidential information safe and secure.

·  To access to their own health records.

·  To choose their GP practice, and to be accepted by that practice unless there are reasonable grounds to refuse, in which case they will be informed of those reasons.

·  To express a preference for using a particular doctor within their GP practice.

·  To make choices about their NHS care and to information to support these choices.

·  To be involved in discussions and decisions about their healthcare, and to be given information to enable them to do this.

·  To be involved, directly or through representatives, in the planning of healthcare services, the development and consideration of proposals for changes in the way those services are provided, and in decisions to be made affecting the operation of those services.

·  To have any complaint you make about NHS services dealt with efficiently, to have it properly investigated, know the outcome and escalate the complaint to the independent Health Service Ombudsman.

·  To make a claim for judicial review if they think they have been directly affected by an unlawful act or decision of an NHS body.

·  To compensation where they have been harmed by negligent treatment.

Patient Responsibilities

·  To make a significant contribution to their own, and their family’s, good health and well-being, and take some personal responsibility for it.

·  To treat NHS staff and other patients with respect and recognise that causing a nuisance or disturbance on NHS premises could result in prosecution.

·  To provide accurate information about their health, condition and status.

·  To keep appointments, or cancel within reasonable time.

·  To follow the course of treatment which they have agreed, and talk to their clinician if they find this difficult.

·  To participate in important public health programmes such as vaccination.

·  To ensure that those closest to them are aware of their wishes about organ donation.

·  To give feedback – both positive and negative – about the treatment and care they have received, including any adverse reactions they may have had.

Practice Staff Rights

Practice Staff have the right:

·  To a good working environment with flexible working opportunities, consistent with the needs of patients and with the way that people live their lives;

·  To have a fair pay and contract framework;

·  To be involved and represented in the workplace;

·  To have healthy and safe working conditions and an environment free from harassment, bullying or violence;

·  To be treated fairly, equally and free from discrimination; and

·  To raise an internal grievance and if necessary seek redress, where it is felt that a right has not been upheld;

·  To raise any concern with their employer, whether it is about safety, malpractice or other risk, in the public interest, without suffering any detriment.

NHS Pledge to Staff Members

The NHS Commits:

·  To provide all staff with clear roles and responsibilities and rewarding jobs for teams and individuals that make a difference to patients, their families and carers and communities;

·  To provide all staff with personal development, access to appropriate training for their jobs and line management support to succeed;

·  To provide support and opportunities for staff to maintain their health, well-being and safety;

·  To engage staff in decisions that affect them and the services they provide, individually, through representative organisations and through local partnership working arrangements. All staff will be empowered to put forward ways to deliver better and safer services for patients and their families;

·  To support all staff in raising concerns at the earliest reasonable opportunity about safety, malpractice or wrongdoing at work, responding to and, where necessary, investigating the concerns raised and acting consistently with the Public Interest Disclosure Act 1998.


Dr Holloway and Partners Mission Statement

Call 111 when you need medical help fast but it’s not a 999 emergencyNHS ChoicesThis site is brought to you by My Surgery Website