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.

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.

Equality & Diversity Statement

The Deepings Practice believes fairness, equity and above all values diversity in all dealings, both as provider of health services and employers of the people.

The Deepings Practice is committed to eliminating discrimination on the basis of gender, age, disability, race, religion, sexuality or social class. We aim to provide accessible services, delivered in a way that respects the needs of each individual and does not exclude anyone. By demonstrating these beliefs the Practice ensures that it develops a healthcare workforce that is diverse, non-discriminatory and appropriate to deliver modern healthcare.

The Deepings Practice intends to embed its equality and diversity values into every day practice, policies and procedures so that equality and diversity becomes the norm for all.

Equality is not about treating everyone the same, it is about ensuring that access to opportunities are available to all by taking account of people’s differing needs and capabilities.

Diversity is about recognising and valuing differences through inclusion, regardless of age, disability, gender, racial origin, religion, belief, sexual orientation, commitments outside work, part-time or shift work, language, union activity, HIV status, perspectives, opinions and person values etc. The Deepings Practice supports working towards developing a workforce that is representative of the community it serves.

The point of contact for the Practice for all enquiries relating to Equality and Diversity is Mrs Jo Kevan, Business Manager.


Customer service form

We always try to give you the best services possible but there may be times when you feel this has not happened. This procedure explains what to do if you have a complaint about the services we provide for you at The Deepings Practice.

If you have any complaint or concern about any service that you have received from the doctors or staff working for The Deepings Practice at either Market Deeping or Glinton, you are entitled to ask for an explanation.  Please contact the surgery directly by telephone, letter or by email

We operate an informal, in-house complaints procedure to deal with your complaints and comments. This procedure does not deal with matters of legal liability or compensation. In some cases, the in-house procedure is not an appropriate form of investigation, in which case you will be referred to the appropriate authority. Your complaint should be addressed to our Operations and Facilities Officer, Jackie Wright, who will ensure that it is investigated thoroughly, fairly and as speedily as possible although, in some cases, it may take longer if we have to make further enquiries. We aim to acknowledge your complaint within three working days and complete our investigations within 6 months. Miss Wright will ensure that your complaint is investigated by the appropriate person within the Practice. It is likely that, as a first step, the investigator will contact you directly to ensure that he or she fully understands your complaint. The investigator will then interview appropriate members of the Practice staff and may inspect relevant documents.

Please note that the Practice must ensure strict adherence to the rule of medical confidentiality. We cannot provide confidential information without appropriate written authority if you are not the patient in question. Please note there are restrictions on the information that can be released to a third party concerning deceased patients. These restrictions will be explained to you by Miss Wright.

At the conclusion of the investigation, your complaint will be discussed with you in detail. If you are still not happy with the outcome and are not satisfied that we have dealt with the matter thoroughly, we will direct you to the appropriate authorities who will be able to help you.

The procedure does not affect your right to make a formal complaint to NHS England, P O Box 16738, Redditch, B97 9PT email: tel: 0300 3112233 nor does it affect your right to seek compensation in law.

PALS (Patient Advice and Liaison Service) leaflets are available in each surgery. Contact details for Lincolnshire PALS is: 0845 602 4384 email:

Alternatively you may wish to contact the NHS Complaints Advocacy Service: POhWER Lincolnshire, tel: 0300 4562370, email:  Both provide a free, confidential and independent service. If you remain dissatisfied with the outcome of your complaint, you have the right to contact the Parliamentary and Health Service Ombudsman Helpline: 0345 015 4033 Any contact with the Ombudsman must be made within 12 months of completion of correspondence with the Practice.

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.

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