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Practice Policies

Our Mission

Our mission is to provide patients in Hull with high quality, easy and convenient access to a GP or nurse when they need it. Our core values and principles are:

  • Patient-centric: putting patients at the heart of everything we do.
  • Quality: providing the highest standard of care and treatment.
  • Ethical: operating within an ethical framework through openness and transparency.
  • Passionate: being passionate about enhancing caring for our patients.
  • Teamwork: supporting and sharing with all members of our team and partners.

Confidentiality and medical records

The 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 our Freedom of Information team at hnf-tr.foi@nhs.net.

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 our Medical Records Department at HNF-TR.S-A-R@nhs.net 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.

Rights and responsibilities

We provide high quality health services designed around patient need.

You can help us by

Arriving promptly for your appointment

Cancelling any appointment you do not need so that someone else can take your place

Acting in a polite and non-abusive manner

Ordering your repeat prescriptions in plenty of time

Switching off mobile phones while on the premises

Providing us with any change of address, telephone number or name (if you are registering with or are registered with us) so that our records are kept up to date

Complaints

We 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 our Complaints Service on 303930 or by email at HNF-TR.complaints@nhs.net.

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.

Removal of registered patients

Having informed the individual patient and discussed the circumstances, we would intend to remove the patient from our list if they:

  • Were now living outside of the Practice area 
  • Experienced irretrievable breakdown of the doctor-patient relationship
  • Exhibited violent or threatening behaviour to any practice staff
  • Exhibited rudeness to any Practice staff
  • Persistently did not attend without cancelling booked appointments

We will not remove patients from our list because of:

  • Costly treatment
  • Patients suffering from any particular clinical condition
  • Their age



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