Practice Policies


We appreciate patient feedback on all the services we provide and if there is a problem we operate an in-house complaints procedure to try to resolve it as quickly and efficiently as possible. In the first instance please speak to any of our staff who will do their best to resolve problems as they arise.  We find we can deal with most issues by this means but if not, a leaflet describing our complaints procedure is available at reception.

Any serious complaints should be put in writing to the practice manager.


Data Protection

Everyone working for the NHS has a responsibility and a legal duty to protect your information, so that information is not disclosed to unauthorised bodies or people.

Your information is available to the practitioners and employees of the surgery. Information is only accessed when required as part of your treatment or in the course of providing general medical services. Patient information may also be accessed by the Cheshire Health Agency (part of the NHS), and by EMIS, an organisation contracted by the NHS to provide computer services to doctors surgeries.

During the course of your treatment, information may be shared with other NHS or associated bodies involved in your care including hospitals, doctors, district nurses, hospices, social services etc. Please inform a member of the Patient Services Team  if you do not want your information shared in this way and they will discuss with you your rights in relation to the disclosure of such information.

In extreme cases the doctor or medical professional may share appropriate information with the police without your prior consent.

Zero Tolerance

For the safety and benefit of patients and staff alike, Heath Lane Medical Centre operates a zero tolerance policy towards abusive, aggressive and violent behaviour on the practice premises. In such cases a patient may be asked to leave the premises without being treated. In cases of violent behaviour it is our policy to call the Police.

Please treat the doctors, nurses and reception staff with the same standards of courtesy and respect that you would expect to receive. We will not tolerate rudeness or abuse of any kind.

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