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Practice Policies

Comments & Suggestionspad_and_pen

We always aim to provide you with the best service possible and welcome any suggestions on how this may be improved, verbally or written. You can make comments and suggestions either direct to us, or via the Suggestion Box in Reception or by email at .


We operate a Complaints Procedure, and all complaints should (where possible) be addressed in writing to the Practice Manager (forms are available here and from Reception for your use). Your complaint will be acknowledged within three working days of receipt, and we aim to investigate and provide a response within ten working days.

If for any reason you do not find this procedure helpful you can also contact the patient liaison service (PALS) on 0800 027 2128 . There is also an information leaflet concerning this and any other comments you wish to make available at Reception and by clicking here.

Chaperone Policy

The Surgery, Ashbourne is committed to providing a safe, comfortable environment where patients and staff can be confident that best practice is being followed at all times and the safety of everyone is of paramount importance.

There are occasions where there is the potential for abuse of a person placed in a vulnerable position, and conversely false allegations to be made. This can have serious, long term consequences for all those involved and may not come to light for many years.

All patients are entitled to ask for a chaperone to be present for any consultation or examination. You may bring a family member or friend, or ask for a member of staff. Our healthcare staff are also entitled to request that a chaperone be present.

If you would like a chaperone, please let us know in advance if possible. However if this is not possible we will do our best to accommodate - please be aware that we may need to reschedule your appointment if there is no-one available.

Infection Control

We do our utmost to provide a clean and safe environment for our patients. Studies show that the most important thing that staff and patients can do to minimise the risk of cross-infection is to use the antiseptic hand gels provided, and follow hand-washing guidance (on posters in the toilets). This, along with all our cleaning and waste management procedures, should ensure that we meet the high standards patients should expect of their surgery.

Our 2015 Infection Control audit was undertaken by an external contractor in January and is published here.We have taken corrective action where appropriate and will continue to update our action (progress so far can be found here).

The task of ensuring excellence infection control is never complete - we need to always be vigilant that our standards do not slip, and despite our best efforts it is possible that we might miss something. So, we would really appreciate it if you could help us by letting us know if you see any issues, so that we can deal with them immediately.

You can do this by telling a member of staff, popping a note in the Suggestion box (to the left of the Dispensary hatch in reception) or emailing us at

Zero Tolerance Policy

Inappropriate or unpleasant behaviour will not be tolerated at the surgery. Our staff are here to you help you. Any patient committing an act of verbal or physical abuse will be asked to leave the surgery immediately and the police may be called. We reserve the right to remove patients from our list in accordance with our 'Removing Patients from the practice List Policy'.

Data Protection

All information held about patients is completely confidential. The practice is registered under the Data Protection Act 1984. This act protects data held on the practice computer system.For more information on privacy and how we use your data, click here.

Freedom of Information

Under the Freedom of Information Act 2000 all public authorities are required to have and operate a publication scheme approved by the Information Commissioner.Doctors providing medical services under most contracts with the NHS in England, Wales and Northern Ireland are public authorities in respect of information relating to those services.

GP practices are required to make information available via a 'publication scheme'. This may be held in paper form or by electronic means. It will include information commonly requested and is available on request.

Telephone system


All telephone calls are recorded for monitoring and training purposes. All recordings made are kept strictly confidential and will not be made available to third parties unless directed by law.

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