Policies and Patient Rights

Accessible information

If you have a disability, impairment or sensory loss that affects your communication or information needs, please let your doctor or nurse know so your communication needs can be noted.  Some resources are available on the Patient Leaflets page and we will endeavour to meet your needs wherever possible.

Access to health records

In general you have the right to see your health records though certain legal exclusions may apply. You can ask to see your record and may request a copy of any part subject to an administrative charge. You can view your medical record online free of charge via Patient Access, please see the medical record page for further detail.


Complaints and suggestions

We realise that there may be occasions when our service to you falls short of our customary standard. If you have a complaint or concern about the service you have received from the doctors or any of the staff working at Wells Health Centre please let us know.

We hope that most problems can be sorted out quickly and satisfactorily, preferably at the time they arise and with the person concerned.

If you have a complaint or a concern about the service you have received from anyone at the surgery (or have a question about our Complaints procedure), please ask to speak to Craig Massey, IT, IG and Operations Lead. We hope we will be able to resolve your concerns during this conversation. If this is not the case we will investigate your concern by discussing the matter further with the appropriate surgery colleagues. Our aim will always be to provide you with a full response within 10 working days.

If you wish to make a complaint we would like you to let us know as soon as possible, ideally within a matter of days or at the most a few weeks, this will enable us to establish what happened more easily. If it is not possible to do this, please let us have the detail of your complaint:

  • Within 6 months of the incident that caused the problem; or
  • Within 6 months of discovering that you have a problem, provided this is within 12 months of the incident.

Complaining to the practice does not stop you from contacting NHS England and raising your complaint with them. They, like us, feel that if a problem can be resolved locally then that is usually the best outcome.

NHS England
PO Box 16738
B97 9PT

By email to: [email protected]

If you are making a complaint please state: ‘For the attention of the complaints team’ in the subject line.

By telephone: 0300 311 22 33


The Parliamentary and Health Service Ombudsman make final decisions on complaints that have not been resolved by the NHS in England.

More details here:  www.ombudsman.org.uk



Confidentiality and information sharing

We ask you for personal information so you can receive appropriate care and treatment. This information is recorded on computer and we are registered under the Data Protection Act. The practice will ensure that patient confidentiality is maintained at all times by all members of the practice team. However, for the effective functioning of a multi-disciplinary team it is sometimes necessary that medical information about you is shared between members of the team. Access to confidential patient information is given only to those NHS healthcare professionals who need it in order to provide a service to the patient. All staff working in the surgery are subject to stringent confidentiality requirements and no information from your record will be released to third parties outside the NHS without your specific consent.

If you have any concerns regarding the confidentiality of your personal medical records, or you would like further information.  Please do not hesitate to discuss this with your doctor, or the Practice Manager. 

Data sharing 

The IT system we use for your medical records is EMISweb. This is a hosted system, which means your data is held on the EMIS servers in Leeds and is accessed by us via N3, a secure broadband network which is only accessible to the NHS.  If signed EMIS data-sharing agreements are in place, other NHS organisations can also view this patient data over their N3 connection and/or the practice can view your data held on another organisation’s EMISWeb system.


NHS Summary Care Record is an electronic record containing your medication and allergy details that is held on the the central NHS database (known as the Spine). Allowing authorised healthcare staff to have access to this information helps to improve decision making by doctors and other healthcare staff and has prevented mistakes being made when patients are being cared for in an emergency or when their GP practice is closed. Access to your Summary Care Record is strictly controlled.  The only people who can see the information is the healthcare team currently in charge of your care. You have the right to opt out of the service.  Please ask at Reception.  Further information is available at Your Health Records

Freedom of Information

Under the Freedom of Information Act 2000 all public authorities are required to have and operate a publication scheme approved by the Information Commissioner.  Doctors providing medical services under most contracts with the NHS in England, Wales and Northern Ireland are public authorities in respect of information relating to those services.

The Practice has adopted the Model Publication Scheme for GP practices, which has been approved by the Information Commissioner.

Patient Advice and Liaison Service (PALS)

The Patient Advice and Liaison Service (PALS) offers confidential advice, support and information on NHS-related matters, and offers advice on the complaints procedure. They provide a point of contact for patients, families and carers.

Contact PALS, Somerset Clinical Commissioning Group, Freepost RRKL-XKSC-ACSG, Yeovil, BA22 8HR; Tel: 08000 851067; Email: [email protected]

Patient’s charter

The patient’s charter forms part of the NHS Constitution. See the revised 2013 “NHS Constitution for England: the NHS belongs to us all” .

Publication of GP earnings

All GP practices are required to declare the mean net earnings (e.g. average pay) for GPs working to deliver NHS services to patients at each practice.  This is required in the interests of the greater public accountability recognising GP pay is ultimately funded from tax paid by the public. The average pay for GPs working in Wells Health Centre in 2015-16 financial year was £51,430 before tax and national insurance. This is for 1 full time (60 hours/week) GP, 7 part time (45-50 hours/week) GPs and 1 locum GP who worked in the practice for more than six months.

Wells Health Centre safeguarding policies are available below:

Policy for Safeguarding Children – July 2018

Policy for Safeguarding Adults – July 2018


Patient safety is at the heart of our work. Wells Health Centre, through the Commissioning for Quality and innovation (CQUIN) framework wishes to engage with the Somerset CCG Sign up to Safety programme, which aims to deliver harm free care for every patient, every time, everywhere. It champions openness and honesty and supports everyone to improve safety for patients. An action plan has been drawn up to support the CCG objectives of increasing incident reporting and supporting learning from service user feedback.

View our action plan here “Sign Up to Safety

Violent or abusive behaviour

In line with national NHS policy, we have zero-tolerance of violence or abuse towards any member of staff. If your behaviour is considered to be unacceptable you will be removed from our list immediately and advised to re-register elsewhere. We try to provide the best possible service to our patients and will always welcome your views or suggestions for further improvements.