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Practice Charter

Patient Confidentiality And Data Protection

We ask you for personal information so that you can receive appropriate care and treatment. This information is recorded on computer and we are registered under the Data Protection Act. The practice will ensure that patient confidentiality is maintained at all times by all members of the practice team. However, for the effective functioning of a multi-disciplinary team it is sometimes necessary that medical information about you is shared between members of the practice team.

Access To Medical Records

Under the Data Protection Act 2018 and the General Data Protection Regulations (GDPR) 2016 and in accordance with the relevant legislation you are entitled to have access to your medical records.

The surgery has a clinical system (EMIS Patient Access) that, through a website, allows patients to easily and quickly view some of the electronic medical information held about them by their GP practice.

To use EMIS Patient Access you will need a Practice ID number and Access ID number which can be obtained from the practice, and, in conjunction with a password, will be unique to you.

Click on the image below to log in.

click here for online access

There may be occasions when your medical details are communicated to a third party, eg insurance companies; this will be done only with your written consent.

Further details about the information we hold is available from the practice.

Zero Tolerance

We aim to treat our patients courteously at all times and expect our patients to treat GPs and staff in a similarly respectful way. We take seriously any threatening, abusive or violent behaviour and, along with other practices in Lincolnshire, adopt a zero tolerance policy on violent or abusive behaviour against any member of our practice team, or towards other patients on our premises. If a patient is violent or abusive we may exercise our right to take action to have them removed, immediately if necessary, from our patient list. In extreme cases we may summon the police to remove offenders from the practice premises.

Comments And Suggestions

Patient comments are welcomed as a means to help the practice to monitor and improve the services we provide. Please present your views in writing addressed to the practice manager. Suggestion boxes are located in both reception areas for your convenience.


If you have a complaint or concern about the services you have received from the doctors or any of the staff in this practice, please let us know. We operate a practice complaints procedure as part of the NHS system for dealing with complaints. Please let us have your complaint in writing wherever possible. Complaints should be addressed to the practice manager. In the majority of cases, concerns can be resolved quite easily.

Pohwer voices heard lives empowered

NHS Complaints Advocacy Service - POhWER

POhWER provide a free, independent and confidential Advocacy service to support people with their NHS complaint.

POhWER can be contacted in the following ways:-



The POhWER Complaints Advocacy Service provides advocates to support a complainant with their complaint letter, whichever route they choose to take, and up to making a complaint to the Ombudsman.

However, if a patient feels that they do not wish to use the NHS Complaints Advocacy Service (POhWER), or they do not wish to contact the practice directly with a complaint in the first instance, or should they feel that the practice has not dealt with the issues raised with the practice as they would wish, then patients can write to:

Complaints Manager

NHS England

P.O. Box 16738


B97 9PT

NHS England

Suttons Medical Group contracts to NHS England to provide medical services. For details of other services in this area you may contact:

NHS England (Leicestershire & Lincolnshire)

NHS England, PO Box 16738, REDDITCH B97 9PT

Local Services, Let