Practice Policies

Confidentiality & Medical Records

Locked blue folderThe 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.


Customer service formWe make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

To pursue a complaint please contact the practice manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception.

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 main 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, and parking, including disabled bays. There are disabled toilet facilities.

The branch Surgery address is The White House surgery, 10-10A Market Place Mildenhall, Suffolk, IP28 7EF.

 This is an older building in the centre of Mildenhall. All clinical rooms are on the ground floor level.


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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