Practice Policies

Confidentiality & Medical Records

Locked blue folderThe 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 treatmentfor 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 the practice manager.

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 the practice manager 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.



The annual statement will be generated each year in March

It will summarise:

  • Any infection transmission incidents and action taken (these will be reported in accordance with our Significant Event procedure
  • The annual infection control audit summary and actions undertaken
  • Control risk assessments undertaken
  • Details of staff training (both as part of induction and annual training) with regards to infection prevention & control
  • Details of infection control advise to patients
  • Any review and update of policies, procedures and guidelines.


Redwood House Surgery Lead for Infection Prevention /Control is Sarah Carbonaro who is supported and Practice Manager Jane Taylor.

This team keep updated with infection prevention & control practices and share necessary information with staff and patients throughout the year.

Significant events

 In the past year 12 months there have been 0 significant event that related to infection prevention & control.  Although 1 incident has been documented referring to flood damage in December 2018.


An Infection control audit was performed October 2018 and March 2019 by East Berks CCG Infection Control Lead Louise Forster.  Any actions to be taken have been addressed. There were no key areas of concern noted.

Risk Assessments

Regular risk assessments are undertaken to minimise the risk of infection and to ensure the safety of patients and staff. The following risk assessments related to infection prevention & control have been completed in the past year and appropriate actions have been taken

  • Provision and cleaning of toys
  • Control of substances hazardous to health (COSHH)
  • Disposal of waste
  • Healthcare associated infections (HCAIs) and occupational infections
  • Minor surgery
  • Sharps injury
  • Use of personal protective clothing/equipment
  • Risk of body fluid spills
  • Legionella risk assessment

Staff training

4 new staff joined Redwood House Surgery in the past 12-months and received infection control and hand-washing training within 2 months of employment.

100% of the Practice Clinical staff completed their infection prevention & control update training.

100% of the Practice non-clinical staff completed their annual infection prevention & control update training.

The Infection Control Leads attended training updates 13th March 2019 for their role provided by Louise Foster (the Infection Prevention & Control Nurse for Berkshire East CCGs).

Infection Control Advice to Patients:

Patients are encouraged to use the alcohol hand gel/sanitiser dispensers that are available throughout the Medical Centre/Surgery.

There are leaflets/posters available in the Redwood House Surgery on


  • Chickenpox & shingles                     
  • Influenza
  • The importance of immunisations (e.g. in childhood and in preparation for overseas travel)
  • Sepsis

Policies, procedures and guidelines.

 Documents related to infection prevention & control are reviewed in line with national and local guidance changes and are updated 2-yearly (or sooner in the event on new guidance).

Click here to download a copy of INFECTION-CONTROL-ANNUAL-STATEMENT-2018-2019


Customer service form

Whilst every effort is made at Redwood House by all members of staff to provide a good service to you, there may be a time that you feel there is a cause to make a complaint.  We hope in most cases this can be done on an informal basis and in the first instance by telephone. If you feel you need to take the matter further, then please read the following:

To make a complaint about any member employed at Redwood House or the service we provide, we aim to deal with this by telephone in the first instance. Please ask to speak to the Practice Manager, who will be happy to listen to your concerns. If however, after speaking with the Practice Manager, you feel your complaint has not been resolved, please put your complaint in writing; addressed  to Jane Taylor, Practice Manager.   This must be done as soon a possible after the  event , however Health Authority Guidelines state you should complain either within 6 months of the event or within 6 months  of realising you had cause to complain, providing this is not more that 12 months from the event.

Having made your complaint we will acknowledge it within 7 working days of receiving your complaint and a full response will be made within 12 working days.  If it is not possible to achieve these targets,  you will be notified of the delay and the reasons for it.

In the first instance we would hope that if there is cause  for the complaint, then a meeting can be arranged between the patient, the Practice Manager and the person who the complaint has been made against before the matter is taken further.

If the patient is not able to make the complaint then someone else can act on their behalf.  Confidentially is very important and so ideally the patient’s  written consent should be provided.  If this is not possible the people investigating the complaint will decide whether the person is appropriate to represent the patient.

If you would like to discuss anything with our local PALS Team please visit

Zero Tolerance and Behaviour

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.

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