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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 Infection Control audit was undertaken by an external contractor and updated in February 20117 - it is published here.We have taken corrective action where appropriate and will continue to update our action. In October 2017 we invited the Infection Control Nurse from Southern Derbyshire CCG to inspect the Surgery for a 'fresh eye' and we will review her report and any actions therein when we receive it.

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

The Practice takes it very seriously if a member of staff or one of the doctors or nursing team is treated in an abusive or violent way.

The Practice supports the government's 'Zero Tolerance' campaign for Health Service Staff. This states that GPs and their staff have a right to care for others without fear of being attacked or abused. To successfully provide these services a mutual respect between all the staff and patients has to be in place. All our staff aim to be polite, helpful, and sensitive to all patients’ individual needs and circumstances. They would respectfully remind patients that very often staff could be confronted with a multitude of varying and sometimes difficult tasks and situations, all at the same time.  The staff understand that ill patients do not always act in a reasonable manner and will take this into consideration when trying to deal with a misunderstanding or complaint.

However, aggressive behaviour, be it violent or abusive, will not be tolerated and may result in you being removed from the Practice list and, in extreme cases, the Police being contacted.

In order for the practice to maintain good relations with their patients the practice would like to ask all its patients to read and take note of the occasional types of behaviour that would be found unacceptable:

  • Using bad language or swearing at practice staff
  • Any physical violence towards any member of the Primary Health Care Team or other patients, such as pushing or shoving
  • Verbal abuse towards the staff in any form including verbally insulting the staff
  • Racial abuse and sexual harassment will not be tolerated within this practice
  • Persistent or unrealistic demands that cause stress to staff will not be accepted. Requests will be met wherever possible and explanations given when they cannot
  • Causing damage/stealing from the Practice's premises, staff or patients
  • Obtaining drugs and/or medical services fraudulently
We ask you to treat your GPs and all our staff courteously at all times.

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.

There is an additional section specifically related to the COVID19 Emergency response COVID19 Privacy Notice

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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