Practice Policies

CCTV policy (this link will open in a new window - popups must be allowed) a copy of our CCTV policy can be found here

Access to Patient Information

policiesConfidential patient data will be shared with the practice health team and other health professionals.  Your data may be used by those teams for clinical audit.  Information may also be required for public health care services, teaching and training. 

Data disclosed will be kept to a minimum and if possible be anonymised before disclosure. 

Confidential and identifiable information will only be disclosed without explicit consent if 

  • It is a matter of life or death or serious harm to another individual
  • It is overwhelmingly in the public interest to do so.
  • There is a legal obligation to do so

All individuals with access to your data have a professional/contractual duty of confidentiality.  If you have concerns regarding this matter, please speak to the Practice Manager. 


Should you be unhappy with any aspect of the services we provide, you may write
to the Practice Manager who will follow up you concerns appropriately.  However,
if you prefer to write to NHS England, their contact address is: 

Complaints Officer

Hertfordshire & South Midlands Area Team

NHS England

Charter House, Parkway, Welwyn Garden City, Hertfordshire, AL8 6JL

Violent Patients

The NHS operates a zero tolerance policy with regard to violence and abuse
(actual or threatened physical violence or verbal abuse which leads to fear of a person’s safety).  The Practice has a right to remove violent patients from their list with immediate effect.  The PCT is them responsible for providing further medical care for such patients.

DNA Policy

Westfield Road Surgery DNA (did not attend) policy.

Failure to attend pre-booked appointments.

The following DNA (did not attend) policy will apply to all patients.

1. If you fail to attend a pre-booked appointment without giving sufficient notice we will advise
you that you have missed an appointment.

2. If you fail to attend a second appointment at any time a letter will be sent to you advising
you that a further missed appointment could lead to your removal from our list.

3. If you fail to attend a third appointment at any time you will be removed from our list
following discussion and agreement from your registered GP.

4. If you arrive more than 10 minutes late for an appointment you will not be seen and will
need to book another appointment. The missed appointment will be counted as a DNA (did
not attend).

To assist you to manage your appointments you can book and cancel your appointments online.
If you wish to use this facility please come into the surgery with photo ID and we will provide you
with a username and password.

Patient Rights and Responsibilities

Patients have a right to expect a high standard of medical care from our Practice and we endeavour to achieve this within the  resources available.  We would ask patients not to abuse the services, for example, keeping appointments and following medical advice given.

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