The Crouch Oak Family Practice
45 Station Road Addlestone KT15 2BH - Tel: 01932 840123

Patient Information

Patient Charter

Patient Charter

Your rights

As a patient of this practice you can expect:

  • To be seen the same day for conditions you and your doctor agree are urgent. 
  • To have your records treated confidentially, and subject to your wishes to have relatives and friends informed of the progress of your treatment.
  • To be seen within thirty minutes of any appointment you are offered at the surgery, and failing this to be offered an explanation. 
  • To have your long term medication and treatment reviewed at agreed intervals.  To be informed (through leaflets, notices and our website etc) of the practice’s services and how best to utilise them. 
  • To receive healthcare in safe, comfortable and appropriate surroundings. 
  • To be treated courteously.

Your Responsibilities

  • To treat the doctors and practice staff courteously at all times. 
  • To be punctual for your appointment, or if you are unable to attend, to cancel well in advance. 
  • To make more than one appointment whenever more than one person needs to be seen. 
  • To be prepared to make further appointments. 
  • To understand if appointment times are running late – it may be you who needs the extra time on another occasion. 
  • To ask for a home visit only if housebound or if the illness completely prevents you from attending the surgery – children can usually be brought to the surgery safely.

Privacy and Confidentiality of your Medical Records

Privacy and Confidentiality of your Medical Records

The Crouch Oak Family Practice is registered under the Data Protection Act, and takes its duty to protect confidential information very seriously.
Staff undergo training in Data Protection and Patient Confidentiality, and are regularly updated on these subjects during our practice training sessions.
Your medical records are a life-long history of your consultations, illnesses, investigations, prescriptions and other treatments. The doctor-patient relationship sits at the heart of good general practice and is based on mutual trust and confidence. The story of that relationship over the years is your medical record. Your GP is responsible for the accuracy and safekeeping of your medical records. You can help us to keep it accurate by informing us of any change in your name, address, telephone number or marital status and by ensuring that we have full details of your important medical history. If you move to another area or change GP, we will send your medical records to the local Health Authority to be passed on to your new practice.

Your Right To Privacy

You have the right to keep your personal health information confidential between you and your doctor. This applies to everyone over the age of 16 years and in certain cases to those under sixteen. The law does impose a few exceptions to this rule, but apart from those (detailed in this information sheet) you have the right to know who has access to your medical records.

Who else has access to my Records?

There is a balance between your privacy and safety, and we will normally share some information about you with others involved in your health care, unless you ask us not to. This could include doctors, medical students, nurses, therapists and technicians involved in the treatment or investigation of you medical problems.
Our practice nurses, district nurses, midwives and health visitors will have access to your medical records when the information is relevant to your treatment.
Our practice staff have access to all medical records. They need to notify the health authority of registration details and perform various filing and administrative tasks on the medical records.
All our doctors, nurses and staff have a legal, ethical and contractual duty to protect your privacy and confidentiality.

Where else do we send Patient Information?

We are required by law to notify the Government of certain infectious diseases (e.g. meningitis, measles but not AIDS) for public health reasons.
The law courts can also insist the GP's disclose medical records to them. Doctors cannot refuse to co-operate with the court without risking serious punishment.
We are often asked for medical reports from solicitors or insurance companies. These will always be accompanied by the patient's signed consent for us to disclose any information unless otherwise stated. We will not normally release details about other people that are contained in your records (e.g. wife, children, parents' etc.) unless we also have their consent.
Limited information is shared with the health authorities to help them organize national programmes for public health such as childhood immunizations, cervical smear tests and breast screening. GPs must also keep health authorities up to date with all registration changes, additions and deletions.
Social Services, the Benefits Agency and others may require medical reports about you from time to time. These will usually be accompanied by your signed consent to disclose information. Failure to co-operate with these agencies can lead to patients' loss of benefits or other support.
Life Assurance companies frequently ask for medical reports on prospective clients from the GP. These are always accompanied by your signed consent. GPs must disclose all relevant medical conditions unless you ask us not to do so. In that case, we would have to inform the insurance company that you have instructed us not to make a full disclosure to them. You have the right, should you request it, to see reports to insurance companies or employers before they are sent.
We supply pseudonymised data for various medical and market research purposes. This data is in a form that cannot identify you. It helps to give a general picture of health and healthcare trends in particular areas of the country.

How can I find out what's in my Medical Records?

We are required by law to allow you access to your medical records. If you wish to see your records, please contact your GP surgery for further advice. All requests to view medical records should be made in writing to the surgery. We are allowed by law to charge a fee to cover our administration and costs. We have a duty to keep your medical records accurate and up to date. Please feel free to advise us if any errors of fact, which have crept into your medical records over the years.

What we WILL NOT do

To protect your privacy and confidentiality, we will not normally disclose any medical information over the telephone or fax unless we are sure that we are talking to you. This means that we will not disclose information to your family, friends, and colleagues about any medical matters at all, unless we have your consent to do so.
This also means that we will only disclose test results over the phone after efforts to ensure that we are talking to the right person.
Finally, if you have any further queries or comments about privacy and your medical records, then please contact the practice manager or talk to your GP.

National Diabetes Audit

National Diabetes Audit

This GP practice is taking part in an important national project about people at risk of diabetes and diabetes care and treatment in the NHS. The project is called the National Diabetes Audit (NDA). If you have diabetes, non-diabetic hyperglycaemia, impaired glucose tolerance or pre-diabetes, your GP practice will share information about your diabetes care and treatment with the NDA. The type of information, and how it is shared, is controlled by law and enforced by strict rules of confidentiality and security. For further information about how your data is used, please see the NDA patient information leaflet. Taking part in the NDA shows that this GP practice is committed to reducing diabetes and improving care for people with diabetes. National Diabetes Audit: helping to reduce diabetes and improve diabetes care If you do not want your information to be used, please inform the receptionist, your GP or nurse. This will not affect your care.

Patient infomation leaflets are available for patietns with diabetes and for patients at increased risk of Type 2 diabetes.

Accessing your medical records online

Online Records Access: It’s your choice

If you wish to, you can now use the internet to look at your medical record online.  It’s your choice. 

Being able to see your record online might help you to manage your medical conditions. It also means that you can access it from anywhere in the world should you require medical treatment when you are abroad.  

Click on the link below to download the patient information leaflet and an application form for Online Records Access.  It is important that you read and understand the leaflet before you sign your application.

Click here to download the Online Record Access patient leaflet and application form (pdf).

Useful Resources

Information For Carers

Information For Carers

If you look after a relative, friend or neighbour who could not manage without your help because of long term sickness, age or disability – and the care you provide is unpaid – then you are a carer.
There are services and organisations that can help you with your caring role:

If you area carer, please remember  to fill in a Carer Registration Form.  Click here to download (pdf).

Herbert Protocol

Click on the poster or click here to open