Practice Policies

Patient Confidentiality

padlocked_foldersEveryone who works for the NHS or anyone receiving information from us has a legal duty to keep patient related information strictly confidential. You may be receiving care from other agencies as well as the NHS, such as the Social Services.

To give you the best care we may need to share some information about you. We will only pass on information about you if others involved in your care have a genuine need for it. In such cases only relevant information will be given.

We will not disclose any information to third parties without your express permission, unless there are exceptional circumstances, such as when the health and safety of others is at risk.

We are required by law to report certain information to the appropriate authorities. Occasions when we are obliged to pass on information include:

  • Notification of new births
  • Infectious diseases which may endanger the safety of others such as meningitis or measles (but not HIV/Aids)
  • If a formal court order has been issued

The law strictly controls the sharing of some types of very sensitive personal information by means of:

  • Data Protection Act 1998
  • Human Rights Act 1998
  • Computer Misuse Act 1990
  • Caldicott Guidelines for the NHS

Access to Health Records

The Data Protection Act 1998 which came into force on the 1st March 2000 allows you to find out what information is held about you on computer and in certain manual records. This is known as the ‘Right of Subject Access’ and applies to your health records.

If you wish to see the information that is kept about you please put your request in writing to the practice manager. An appointment will be made with you and an administration charge made. You are entitled to receive copies of any information held but you should note that an additional charge would be made for this.

Please click the link below to find out further information about how your personal information is used within the Practice.

How Your Personal Information Is Used


Our Responsibilities to You

We are committed to giving you the best possible service and take our responsibilities towards our patients very seriously. The following is a list of what you can expect from all doctors and staff at Benchill Medical practice.

  • We will treat you with courtesy and respect at all times and we will make every endeavour to meet your reasonable request.
  • We will respect your privacy and dignity at all times.
  • Everyone working in the NHS has a legal duty to keep information about you confidential.
  • People involved in your care will give you their name and ensure that you know how to contact them. The surgery is well sign posted and the doctors’ names indicated beside their surgery doors.
  • We run an appointment system in this practice. You will be given a time at which the doctor or nurse expects to be able to see you. You should not wait more than 30 minutes in the waiting room without being given an explanation for the delay.
  • You will be given accurate information and answers to questions about your health and in particular:
    • Any illness and its treatment
    • Possible side effectso Prevention and avoidance of illness recurring
    • Details of proposed investigations
  • You have the right to see your medical records subject to the limitations of law (Data Protection Act 1998 and Access to Health Records Act 1990).
  • If we fail to meet your expectations please let us know without delay in a positive and constructive manner.

Your Responsibilities to Us

The care of your health is a partnership between yourself and the practice team. The success of that partnership depends on both partners fulfilling their role. In particular we ask you to:

  1. Attend appointments punctually.
  2. Be patient if a clinician is running late, he/she may be dealing with complex problems and next time it may be you who needs extra time.
  3. If you no longer require or you are unable to attend your appointment please let us know as soon as possible so that the slot can be reused.
  4. Request a home visit only if you are genuinely too ill to come to the surgery.
  5. Use urgent appointments responsibly and considerately for medical conditions that cannot safely wait until the next routine appointment.
  6. Let us know without delay if you change your name, address or telephone number (in addition to this, if you are under the care of the hospital you will need to inform the relevant department).
  7. Please remember you are ultimately responsible for your own health and that of your children. We will give you our professional help and advice but only you can act on it.

Zero Tolerance Policy

The doctors and staff at Benchill Medical practice will treat you with courtesy and respect at all times; we ask you to reciprocate. The practice subscribes to the NHS policy on zero tolerance. Patients who display violent, abusive or threatening behaviour towards the doctors or staff will be removed from the practice list.

Comments and Suggestionscomments

At Benchill Medical practice we aim to provide a high quality health care service which is delivered in a friendly and efficient manner. Please tell us if you have any constructive comments or suggestions that may help us to improve the way we provide our services.

It is also of great benefit to the morale of our staff to receive compliments and thanks. If you are particularly pleased with a service you have received please let us know.



Please note: Comment slips are available for anonymous completion at our reception desk.

Complaints Procedure

We always try to provide the best service possible but there may be times when you feel that this has not happened.

The following information explains our in-house complaints procedure drawn up to respond to patients’ grievances. We hope that you will use it to allow us to look into and if necessary correct any problems that you may have identified or mistakes that may have been made.

If you use this procedure it will not affect your right to complain to Manchester Primary Care Trust should you wish to do so. Please note that we have to respect our duty of confidentiality to patients and therefore patients’ consent will be necessary if the patient themselves do not make a complaint.

How to Complain

If you wish to make a complaint please contact our Practice Manager (Melanie Potts) or alternatively Jane Freyer. Full details will be taken and a decision made on how best to undertake the investigation.

We believe it is important to deal with complaints swiftly so you will usually be offered an initial response within 48 working hours to acknowledge your complaint and a full explanation of reasons why and how the complaint may have come about within the following 28 days.

Patient Services

As a patient, relative, carer, friend of a patient or any other member of the public, you may have questions about the services we provide and may need someone to turn to for on-the-spot help and advice.  This is where Patient Services can help.

Patient Services listen to your concerns and suggestions and will treat all information confidentially.

If you have a complaint about a hospital, mental health or community service, please contact them directly.

 For all complaints and enquiries about local GPs, Dentists, Pharmacists and Opticians please contact:

NHS England

Phone: 0300 3112233
Post: NHS England, PO Box 16738, Redditch B97 9PT

 For all patient complaints and enquiries about any other local health service please contact:

Patient Services, North West Commissioning Support Unit (NWCSU)
Phone: 0161 212 6270

Post: St James's House, Pendleton Way, Salford M6 5FW

 If you need support in making a complaint please contact: 

Independent Complaints Advocacy (ICA)
Phone: 0808 8010390
Post: 5th Floor, Arthur House, Chorlton Street, Manchester, M1 3FH




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