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Practice Policies

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General Data Protection Regulation (GDPR) 


How we use your medical records

Important information for patients 

  • This Practice handles medical records i-line with laws on Data Protection and Confidentiality.
  • We share medical records with those who are involved in providing you with care and treatment.
  • In some circumstances we will also share medical records for medical research, for example to find out more about why people get ill.
  • We share information when the law requires us to do so, for example, to prevent infectious diseases from spreading or to check the care being provided to you is safe.
  • You have the right to be given a copy of your medical record.
  • You have the right to object to your medical records being shared with those who provide you with care.
  • You have the right to object to your information being used for medical research and to plan health services.
  • You have the right to have any mistakes corrected and to complain to the Information Commissioner’s Office. Please see the Practice privacy notice on the website or speak to a member of staff for more information about your rights.

More detailed information for patients can be found in the following link to the Patient Privacy Notice

This notice covers four key themes:

  • Provision of Direct Care
  • Medical Research and Clinical Audit
  • Legal Requirements to share
  • National Screening Programmes


CCTV is installed internally in public areas and externally for security.  Recordings are used entirely at the discretion of the NHS Community Health Partnerships, including provision of images to the Police or other official bodies.  Image data is held securely at the One Life Hartlepool. 

Telephone recording

We record our telephone calls to protect patients and staff and other health workers.  Patients are protected by the Practice having a record on our conversations with you, staff and other health workers are protected from potential abuse.

We also occasionally use records for staff training and quality control purposes.  

Freedom of Information

Information about the General Practitioners 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.


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.

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