Practice Policies


Your medical records are held in the strictest confidence.  Information is not passed on without your consent, unless it is within the confines of the NHS, or by legal requirement, or it is in the public interest. 

The practice is computerised and registered under the General Data Protection Act (GDPR) 2018.  It is a practice and legal requirement that all staff maintain confidentiality of patients’ records.  Medical numbers are obtainable only from BSO Registration Office or in person to Grosvenor road surgery Reception Desk with photographic I.D. 

GDPR - Privacy Notice

Grosvenor road surgery take privacy very seriously and we are currently updating all our records and processes to ensure that we are fully meeting the data protection standards introduced by the General Data Protection Regulation (GDPR) on 25th May 2018.

We are registered as data processors with the Information Commissioner's Office (ICO).

Our practice will need to collect your personal information to provide healthcare services to you.  The information we will collect about you includes your name, date of birth, address and contact details.  We share medical records with those involved in providing you with care and treatment.

You have the right under GDPR to request access to, and correction, of your personal information.  We require you to put this request in writing by completing a Subject Access Request (SAR).  We use a processor, iGPR Technologies Limited ("iGPR"), to assist us with responding to report requests relating to your patient data, such as subject access requests that you submit to us (or that someone acting on your behalf submit to us under the access to Medical Records Act 1988 in relation to a life insurance policy that you hold or that you are applying for.

iGPR manages the reporting process for us by reviewing and responding to requests in accordance with our instructions and all applicable laws, including UK data protection laws.  The instructions on responding to requests and specific instructions on issues that will require further consultation with the GP responsible for your care.

Freedom of Information – Publication Scheme

The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme.  A Publication Scheme is a guide to the ‘classes’ of information the practice intends to routinely make available.


Zero Tolerance


We operate the NHS Zero Tolerance Policy to safeguard staff and patient welfare.  Our Team will always show due respect and courtesy when dealing with patients.  In turn, we would request that Patients do the same.  No form of aggression,verbal or physical in nature will be tolerated and may ultimately result in a patient being removed and reported to the Police. 

pad_and_penSuggestions & Complaints

Comments and Suggestions

Our aim is to provide our patients with the best possible care within the resources available to us and to deal with any problems as quickly and efficiently as possible.  Patients wishing to make constructive or critical comments on the services provided by the practice should speak or write to the manager Brenda Taggart

Complaints Procedure

We endeavour to give you the best service possible at all times, however there may be occasions when you wish to express dissatisfaction.  We operate an informal in-house complaints procedure to deal with your complaints about the service you have received from the doctors or staff working in this practice.  This procedure does not deal with matters of legal liability or compensation but we hope you will use it to give us the opportunity to investigate and if necessary correct any problems that may have arisen or mistakes that may have been made. 

In some cases the in-house procedure is not an appropriate form of investigation, in which case you will be referred to the appropriate authority.  This procedure does not affect your right to make a formal complaint to the Health and Social Services Board, if you wish, nor does it affect your right to seek compensation in law. 

Your complaint should be addressed to the manager Brenda Taggart who will ensure that it is investigated thoroughly and as speedily as possible.  Please note that the practice must ensure strict adherence to the rule of medical confidentiality.  We cannot provide confidential information without appropriate authority if you are not the patient in question.

Health and Social CareThis site is brought to you by My Surgery Website