This area of the website lists the current practice policies:

As of April 2013 the practice complies with Policies & Procedures as outlined in the new CQC Care Quality Commission – please feel free to browse the CQC website for further information regarding their work on quality regulation in the care network.

Zero Tolerance
Our practice has signed up to the NHS Zero Tolerance Campaign which makes verbal abuse, threat and physical violence to all NHS staff unacceptable. Any such behaviour from any patients may result in their removal from our practice list.

Comments, Complaints and Suggestions
We aim to offer a friendly, personal, comprehensive and high standard of family health care to all our patients. We always welcome your feedback and value your comments and suggestions. Please get in touch via our online form, or by telephone and let us know your thoughts. We endeavor to listen to your comments and act appropriately on the constructive feedback to deliver the best for you and your family.

Please keep in mind that it is also nice to receive positive comments about the practice.
Please see “How to complain” and the timeline from the full policy below:
complaint information summary
Complaint Timeline

Information Sharing
During your treatment, the doctor or nurse will ask you for information about yourself and your health care. This information is used by the doctor or nurse to help them to treat you.

Information which you provide in this way may be shared with other staff of organisations that may assist in your health care. You will always be told when this is likely to happen and where possible your consent sought in advance. This is so that the different parts of the NHS can work together to offer patients the best care possible.

Any information which is shared in this way is treated as highly confidential, and there are strict security measures in place:

  • Only those NHS staff that need to, can access your information.
  • NHS staff are bound by the NHS Confidentiality Code of Conduct, Professional Codes of Conduct and the Common Law Duty of Confidentiality.
  • All staff have clauses in their contracts of employment that require them to maintain confidentiality.
  • Every NHS organisation is required to register with the Information Commissioner.
  • You can request that we do not share your medical data with other staff or parts of the NHS (although this may affect the treatment you are given). Please speak to the Practice Manager for further details.

Privacy Statement/Policy
This GP Practice, as the data controller may collect personal information from visitors to this site. This will not include any information that can be used to identify any individual. This information is used only to respond to enquiries, monitor site usage and to enhance the use of certain technologies – such as activity based information. Cookies and logging of IP addresses are used to enable the GP Practice to monitor site traffic and repeat visitor statistics. The GP Practice will at all times comply with the requirements of the Data Protection Act 1998. read more

If you have investigations or tests carried out during a hospital attendance it is their responsibility to inform you of the result. We are responsible for tests and investigations done at our request.
We will try, where possible, to provide the result on behalf of the hospital if they are unable to but results can take longer to reach the Practice. Please do not get upset with staff if the result is not returned within the timescale suggested by the hospital, this is out of our control.
Thank you for your co-operation.

HYLTON MEDICAL GROUP’s Patient’s Charter

We aim to provide you with the best quality care available. Our charter is a statement of what you can expect from the practice and what we feel we should expect from you in return.

A Patient: 

  • Has a right to see a GP (this does not need to be their named GP) at the surgery during surgery hours.  If an appointment is not available, the next routine appointment will be offered as long as the delay will not result in a risk to health.
  • Should an urgent appointment not be available, be offered telephone triage by a clinician.
  • Should have access to a telephone number where a GP can be reached when the surgery is closed.
  • Should have a home visit, if considered necessary by the GP.
  • If temporarily away from home must receive treatment if it is considered to be required immediately, though the GP is not bound to accept them as a temporary resident.
  • Is required to give consent before being examined or treated. However, a visit to the GP is considered to constitute consent.
  • Is entitled to a chaperone during intimate examinations.
  • Is not bound legally to accept treatment. However, a doctor can give essential treatment if the patient is temporarily incapable of understanding or consenting to treatment as per the Adults with Incapacity Act.
  • May refuse to be examined when a medical student is present.
  • Is entitled to a full and truthful answer to questions about their treatment unless the answers would result in anxiety, which may injure the person’s health.
  • Has the right to complain about their GP if he/she has not followed the terms of service or behaves in an unprofessional or unethical way. The patient should then be kept informed about how the complaint is being dealt with and told of the outcome.
  • Has the right to see medical reports requested by insurance companies or employers before they are sent.  However, a GP may withhold them if access may cause harm to the patient or if they contain information regarding a third party.
  • Has the right to confidentiality.

With These Rights Come Responsibilities:

  • We ask that you attend your appointments at the arranged time. If you cannot attend please inform the surgery immediately.
  • One 10 minute appointment is for one person only. Please make additional appointments if more than one person needs to be seen.
  • Patients are responsible for their own health and the health of their children and should co-operate with the practice in endeavouring to keep themselves healthy.
  • We ask that requests for help or advice for non-urgent matters be made during surgery hours.
  • Home visits should only be requested for patients who are seriously ill. It is important to bear in mind that most medical problems are dealt with more effectively in the clinical setting of a well-equipped surgery.
  • Patients should understand that home visits are made at the doctor’s discretion.
  • Many problems can be solved by advice alone therefore patients should not always expect a prescription at every consultation.
  • We ask that patients treat the doctors and staff with consideration and courtesy.
  • Patients must inform the practice staff of any change in their circumstances, such as change of surname, address or telephone number, even if it is ex-directory.
  • Children, the elderly and those with life limiting conditions have priority access.


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