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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.

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 and may be subject to an administration charge. No information will be released without the patient consent unless we are legally obliged to do so.

Infection Control Statement

 In Line with the Health and Social Care Act 2008: Code of Practice on prevention and control and its related guidance, this annual statement will be produced in January each year.  

Winscombe and Banwell Surgery have one lead for Infection Prevention and Control – Mrs. Alexandra Richards (Nurse Practitioner). She is supported by Ms. Tracey Fitzpatrick (Practice Manager) and Dr. John Jackson (Senior Partner).

 The Infection Control Lead will carry out the following within the practice:

  • Increase awareness of Infection Control issues amongst staff and service users.
  • Help Motivate colleagues and managers to improve practice and facilities
  • Ensure annual infection control audits are undertaken at Winscombe and Banwell surgeries.
  • Help to implement any actions demonstrated by the practice audit.
  • Act as a role model with the practice.

We aim to keep our practice clean and tidy and offer a safe environment to our patients and staff. 

If you have any concerns about cleanliness or infection control, please report this to our reception team.

Our GPs and Nursing staff follow our Infection Control Policy to ensure the care we deliver and the equipment we use is safe.

 Significant events

 In the past year there have been no significant events raised that related to infection control. 

Infection Control Risk Assessments

 Risk Assessments are carried out with any new procedure and there are policies in place for guidance. Each assessment that is carried out has an action plan.

 Infection Control Audits

 Results of audits performed throughout the year and actions that were implemented as a result of theses. 

Staff Training

 Every member of staff in taught to wash their hands correctly and their practice is audited throughout the year.

All members of staff complete online learning with regard to infection control and this is completed annually.

All clinical team members are taught the implementation on aseptic technique and their practice is also audited annually.

 The cleaning staff work to structured cleaning schedules and the daily cleaning of the Health Centre is contracted to a company who follow national NHS guidance.  The public areas are cleaned at lunchtimes as well as every evening

 Infection control policy

 The Infection Control Policy is reviewed and updated annually if appropriate and updated on an ongoing basis as current advice changes.



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. The Practice Manager is Tracey Fitzpatrick and can be contacted by email on or on 01934 845193. 

Further written information is available regarding the complaints procedure , please download the complaints leaflet here or pick up from Reception. 

Complaints Leaflet

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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