Practice Policies

At Malthouse Surgery we are committed to maintaining high standards of confidentiality, privacy, dignity and respect. The sections below explain how we protect your data, uphold your rights and provide a safe, respectful service.

Confidentiality

All information shared with our team, doctors, nurses, reception and administration, is treated in strict confidence. If you are under 16, nothing will be disclosed to anyone else (including parents or teachers) without your consent, unless there is a serious risk of harm to you or another person. We will always try to discuss this with you first. If you would like a private conversation at reception, we have a side room available.

Chaperones

We will always respect your privacy, dignity and beliefs. If an intimate examination is required, it will only be carried out with your express agreement. You are entitled to have a chaperone present — please request this when booking, on arrival, or during the consultation.

Data Protection

To provide safe and effective care, we keep accurate and up-to-date information about you. Please tell us promptly about changes to your address, phone number or other details. Access to your record is limited to authorised staff involved in your care. All staff are trained in confidentiality and are legally bound to protect your information. In some cases we are required by law to share information (for example, a court order or public health requirement). Otherwise, information will only be shared with your consent. Identity verification: We do not release information by phone or email without confirming your identity, and we do not leave messages with others unless you have given written consent. Access to your record: You have the right to see or receive copies of your medical record. Please ask at reception for details.

Personal Data and Online Services

We use secure, NHS-approved systems to manage your care:

Referral Management – using NHS Numbers on referrals
Electronic Appointment Booking – book or cancel appointments online
Online Repeat Prescriptions
Summary Care Record – key clinical information shared with NHS professionals involved in your care
GP-to-GP Record Transfers – secure transfer when you change practices
Online Record Access – view your medical record securely

To register for online access or to opt out of the Summary Care Record, please contact reception.

Privacy and GDPR

We handle personal information lawfully, fairly and transparently under the UK GDPR and the Data Protection Act 2018. Our privacy notices explain what we collect, why we collect it, how we use it, how long we keep it, and your rights.

Privacy Notices

Patient Privacy Notice

Children & Young People Privacy Notice

Staff Privacy Notice

Candidates Applying for Work

Privacy Information Guidance

Data Protection Officer (DPO): Integrated Care Board Provided. Right of access: To request a copy of your information or to raise a data concern, please contact Paul Drinkwater, Practice Manager.

Zero Tolerance Policy

We treat everyone with courtesy and respect and expect the same from those using our services. The NHS operates a zero-tolerance policy toward aggression or abuse. Threatening, abusive or violent behaviour towards staff or other patients may result in removal from our patient list and, where appropriate, police involvement. If you need this information in another format or language, please speak to a member of our team.