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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.

Please click on the link below for further information; 

Patient Privacy Notice 

Privacy Notice for Young People

Privacy Notice Information Leaflet for Young People.pdf

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. No information will be released without the patient consent unless we are legally obliged to do so. To assist us in processing your request, please complete a subject access request form and post or email to HCCG.appletonvillagemc@nhs.netSubject Access Request Form


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. A copy of the Practice complaints policy can be found by accessing the link below;

Complaints, Concerns & Compliments Information Leaflet

Complaints, Concerns & Compliments Policy

Alternatively, you may want NHS England to deal with your complaint as they commission the service that has caused you to complain.

NHS England

PO Box 16738


B97 9PT

Tel No:   0300 311 2233


Further written information is available regarding the complaints procedure from reception.

If you are dissatisfied with the outcome you have the right to contact either of the organisations below:

The Parliamentary and Health Service Ombudsman

Millbank Tower



SW1 4QP  

Tel No: 0345 015 4033



Care Quality Commission


Tel No: 03000 616161

Healthwatch Halton

Sefton House

Public Hall Street



WA7 1NG  

Tel No: 0300 777 6543

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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