Providing an excellent service at the Heathbridge Practice requires involvement of the patient in all aspects of their care.

See below for more information on our policies.

Practice policies
Heathbridge Practice policies


The practice complies with data protection and access to medical records legislation.

Doctors, nurses and administration staff operate a strict policy of patient confidentiality, and you should feel confident in disclosing any information which is important to your medical care. Information in your medical records may be shared with others directly involved in your care: other members of the practice team, other clinicians, and practice staff for administrative purposes. Information will not be given to anyone else without your consent, except in very rare circumstances, for instance where there are child protection concerns.

Data protection and freedom of information

The Data Protection Act 1998, and Freedom of Information Act 2000 give the individual the right to access personal information held about them, subject to exemptions. For further details go to:

Access to medical records

To apply for access to your medical records, write to the Practice Manager, Sue Hicks. You do not need to give a reason for wanting to see them. An appointment will be arranged, and a fee will be charged when you attend.

Practice charter : your rights and responsibilities

You have the right to:

  • Register and receive treatment regardless of your sex, age, disability, race or income provided you live within the normal catchment area
  • Be treated as an individual and with respect
  • Be seen the same day for a problem you and the medical team agree to be urgent
  • Be able to book in advance to see the practitioner of your choice
  • Access the practice out of hours service
  • Have your treatment explained to you
  • Confidentiality
  • Refuse to be treated in front of any medical students
  • Gain access to an interpreter
  • To complain, without discrimination, if there is a problem

You are responsible for:

  • Making and keeping appointments
  • Arriving punctually
  • Notifying the surgery if you are unable to keep your appointment
  • Ordering repeat prescription in adequate time
  • Treat doctors and practice staff with courtesy
  • Switching off mobile phones when with a Health Professional
  • Informing the practice of any change of address, name or telephone number

Zero tolerance

We try at all times to deal with patients in a polite and courteous manner. In return we expect that the same is shown to both the staff and doctors at the surgery. Whilst we understand that a visit to the doctors can at times be stressful or worrying we will not tolerate aggression or abuse to either our reception staff or any of the Professional staff at the surgery.

Any patient being threatening or abusive to any member of our team may be removed from our practice list without further warning.

Patient participation group

We have an active Patient Participation Group (PPG) who have regular meetings to discuss ways of improving patient care and services, and learn more about the running of the practice. If you have any suggestions you would like discussed, you can put them in the comments book held at reception, or write to the Practice Manager, Jay Francisco.

If you would like to join the group, contact us on the e-mail:

We are particularly keen to engage with the views of our working/busy patients via a virtual group.

Feedback and complaints

We welcome all types of feedback. It is encouraging to hear what we are doing well, and helpful to find out where you think we could make improvements. We have a book for your comments on the desk at reception.

Despite our best efforts,sometimes a patient may feel they have a genuine cause for complaint. We will always try to resolve this in-house where possible; if you are unhappy about any aspect of your care we suggest you discuss this in the first instance, with the member of the practice team you feel most comfortable with, who may be able to deal with the problem quickly and easily.

Otherwise, please ask to speak to, or write, to the Practice Manager, Jay Francisco. Your complaint will be acknowledged within three working days, with a plan as to how it will be investigated, and a time-frame in which this will be achieved. In the majority of cases, the practice manager will endeavour to report back to you within the specified timescale. However where this may not be possible, the responsible partner for complaints handling is Dr V Bearn, who will liaise directly with the practice manager and write back to you.

You may wish to seek independent help with your complaint. You can contact the NHS Complaints Advocacy Service for more information:

Telephone: 0300 330 5454
Fax: 0330 088 3762

Their address is as follows:

NHS Complaints Advocacy, VoiceAbility
Mount Pleasant House
Huntingdon Road,
Cambridge CB3 0RN

Patients who have a comment or complaint about a GP, dentist, pharmacy or optician, which cannot be resolved locally with the practice manager, can contact NHS England using the details below.

PO BOX 16738
B97 9PT
Tel: 0300 311 22 33

If you are unhappy with our response, you have the right to go to the Parliamentary and Health Service Ombudsman for an Independent Review. The Parliamentary and Health Service Ombudsman can be contacted as follows:

The Parliamentary and Health Service Ombudsman
Millbank Tower
Tel: 0345 015 4033
Fax: 0300 061 4000

Financial disclosure

NHS England require that the net earnings of Doctors engaged in the Practice is publicised, and the required disclosure is shown below. However it should be noted that the prescribed method for calculating earnings is potentially misleading because it takes no account of how much time Doctors spend working in the Practice, and should not be used to form any judgment about GP earnings, nor to make any comparison with any other Practice.

All GP Practices are required to declare the mean earnings (e.g. average pay) for GPs working to deliver NHS services to patients at each Practice. The average pay for GPs working at The Heathbridge practice in the last financial year was £89,399 before tax and national insurance. This is for three full-time GPs and six part-time GP’s and one locum GP who worked in the Practice for more than 6 months.