Practice Policies

Confidentiality & Medical Records

Locked blue folder

The 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.

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.


The Practice address is The Reynard Surgery, Turnpike Road, Red Lodge, Suffolk, IP28 8LB.

This is a relatively modern, purpose built Surgery, situated in the ever expanding Red Lodge community. There is a waiting area, dispensary and several clinical rooms, all situated on one level.

There is access for wheelchairs, parking, including disabled bays. There are disabled toilet facilities.

Safeguarding Policy

Safeguarding is protecting vulnerable adults and children from abuse or neglect, and keeping them safe. It protects the health , wellbeing and human rights of individuals.
All the staff at the Reynard Surgery are committed to the safeguarding process and have received the relevant training.
Our thorough and comprehensive policies on safeguarding are available for you to view by applying to our Practice Manager; however, here is a briefer statement on our policies.

Call Recording

Please note that this practice may record its calls for training and quality purposes. 

Text Messages

Please note that we will use your mobile number to text you with information regarding your care such as appointment reminders. Please let us know if you would not like your mobile number used for this purpose.

Child Protection

The safety of the child is paramount.
Safeguarding is undertaken to protect specific children who are suffering , or are at risk of suffering significant harm. An Individual may abuse or neglect a child by inflicting harm or failing to act to prevent harm. If you suspect abuse, “to do nothing is not an option”. Anyone who works, or has contact with children has a duty to report actual or suspected abuse. Be aware and alert to possible abuse
In an emergency, the advice is to call Customer First on 0808 8004005 or call the police.

You can discuss your concerns with the Practice Child Protection Lead, Practice Manager or you G.P. The different forms of abuse include: 
-Physical injury
-Physical neglect
-Sexual abuse
-Emotional abuse-constant criticism, being ignored, humiliated or exposed to family violence.
-Signs that may indicate that a child is at risk from abuse include
-Having unexplained bruising or bruising in an unusual place.
-Appearing afraid, quiet or withdrawn
-Appearing afraid to go home
-Appearing hungry or unkempt
-Being left unattended or unsupervised
-Having too much responsibility for their age
-Acting in a sexually inappropriate way
-Misusing drug or alcohol.
-Self harming.

If there is immediate danger to a child, then you should call 999.
You can also contact Customer First on 0808 800 4005 if you are concerned that a child is at risk. You can raise concerns with us at the surgery; our child safeguarding lead is Dr. Catherine Tooley, however you can report concerns to any clinician.

Adults at risk 

All staff at the practice have received relevant training in adult safeguarding. It is everyone’s responsibility to be aware of the possibility of abuse and be proactive in raising concerns. A vulnerable adult is anyone over 18 in need of community care or support services because of
Old age/mental health issues/physical disability/hearing,seeing and/or communication difficulties/learning disabilities/inability to protect themselves against significant harm or being taken advantage of/long term illness/condition/misuse of substances.
Examples of abuse include:
-Not caring for someone properly (neglect)
-Pressuring someone to give away money or property
-Psychological/emotional/mental, such as insults and blame, being locked away, threats

As with children, if you suspect abuse, “to do nothing is not an option”.
You should remain aware and alert to the possibility of abuse.
If the matter is urgent because a vulnerable person is in immediate danger, you should call the police on 999.  If you have concern for an individual you can call Customer First on 0808 800 4005.

You can also report concerns to the Adult safeguarding lead at the practice Dr. Tooley.


PREVENT is part of the Government’s counter-terrorism strategy that aims to stop people becoming terrorists. It is a multiagency approach to safeguard people at risk of radicalisation. It looks at developing a deeper understanding of how individuals become radicalised. Typically a radicalisation process includes exposure of an individual to extremist viewpoints, that may result in him or her committing acts of terrorism. It is possible to intervene during this process, which could take a variable length of time, in order to stop any possible violent act.

Extremism in itself is not illegal, and PREVENT does not aim to criminalise people for holding views. Instead, it seeks to stop individuals committing or encouraging acts of violence. If you believe that someone is at risk of radicalisation you can help them get support, and possibly
prevent them from becoming involved in terrorism by raising your concerns with the Surgery

PREVENT Lead, Julia Baptie.
Issues raise with the PREVENT lead will be discussed at the Surgery’s regular safeguarding/significant event meetings . If appropriate the LEAD will work closely with the Regional Prevent Co-ordinator and other relevant external agencies.

Our Mission Statement 

To improve the health, wellbeing and lives of all those we care for, by developing and maintaining the highest level of practice, which is safe, effective, compassionate and inclusive, and responsive to patient needs and expectations.

Our Vision 

All patients and staff must be treated as an individual with no discrimination.

To work in partnership with our patients and staff  to provide the highest quality of Primary Care possible, working within local and national governance, guidance and regulations. Our patients must be treated as individuals, not just as a medical condition, meaning we plan care with reference to individual needs and with strict confidentiality.

Our Aims and Objectives 

To continually strive to provide the highest quality Primary Care treatment to our practice population, in a supportive and friendly environment.

To focus on prevention of disease by promoting health and well being and providing care and advice to our patients.

To understand and meet the needs of our patients, their families and carers, involving them in decision making and understanding of  their treatments and care; the aim of this is to promote a positive and empowering experience of their healthcare.

To be a learning organisation that continually improves the service we offer to patients.

To treat patients as individuals and with the same respect that we would want for ourselves or our family members, listening and supporting patients to express their needs and wants, and enabling people to maintain the maximum possible level of independence, choice and control.

To work in partnership with other healthcare professionals in the treatment of our patients, seeking advice , where it is appropriate, including onward referral for specialist care and and treatment.

To encourage our patients to communicate with us by joining our Patient Participation Group, talking to us, participating in surveys and feeding back on our service.

To ensure that all members of the practice team have the appropriate skills and training to acquit their duties  safely, competently and compassionately.

To guide our staff in accordance with equality and diversity, so that patients are treated with dignity, respect, honesty and integrity.

To support every staff member to do their jobs with safety, and protect them against all forms of abuse.

To create an educational environment where all staff promote and share learning amongst themselves.

To provide all staff and patients with a friendly environment, where everyone feels safe at all times and in all circumstances, and secure in expressing any concerns they may have.

To ensure that all staff members respect the Duty of Candour to all patients.

Our Services (See also Services section) 

The PMS contract is between each GPs and NHS England, to provide services, split mainly into three groups.

ESSENTIAL; these are services for people who have health conditions from which they are expected to recover, management of long term conditions, and the care of those at the end of life.

The core services include GP consultations, and nurse led clinics for the management of long term conditions such as asthma, chronic obstructive airways disease, coronary heart disease, diabetes.

ADDITIONAL: these include cervical cytology screening, contraceptive services, child health surveillance, maternity services, certain minor surgical procedures, vaccinations and immunisations,

ENHANCED SERVICES to include childhood vaccinations and immunisations, ‘flu immunisation , prostate cancer injections, diabetes management, learning disability health checks, HRT checks,  health checks for patients with mental health conditions, timely diagnosis and support for people with dementia, reviews of the frail elderly, and carer support.

Our practice offers a wide range of other services to include dressing clinics, ear syringing and ECGs, smoking cessatiob support, medication reviews and spirometry when indicated.

We also provide services which are Non NHS, and which may have to be paid for. These include insurance reports and claim forms, private medical reports, private sick notes, pore-employment medicals such as HGV, taxi, jockey, racing driver, and completion of other forms or letters.


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