Practice Charter

Access To Information Rights In Relation To Disclosure

As a patient you have the right to access your medical records which can only be done in the presence of a doctor or a nurse. You are able to obtain copies of your medical records, for which a fee is payable as per the BMA (British Medical Association’s) recommendation.

Other services, such as social services, solicitors, insurance companies and other medical professionals can also ask to obtain medical information from your records. The information required can only be disclosed to these other services if you provide them with a signed consent which needs to be sent to us before we can act.

Complaints Procedure

The partners and staff at Handsworth Wood Medical Centre recognise that occasionally, everyone makes mistakes - this includes us. Although we always try to provide the kind of service our patients would like to receive, we appreciate that it is not always possible. If you have a complaint or concern about the service you have received from the practitioners or any members of staff in this practice, please ask for a complaints form from reception and the operations manager will deal with this. We will endeavour to resolve problems as soon as possible.

Zero Tolerance

The practice supports 'Zero Tolerance' and any patient behaving in an inappropriate, abusive, violent or intimidating way towards practice staff, community staff or other patients, will be removed from the practice list. This removal will be effective immediately where a member of staff or patient has felt threatened.

Notification of removal will be issued in writing except in cases where it is felt that by doing so the practice would be endangering itself.