Our Practice Charter

Our Purpose of Statement

Our Confidentiality and Data Protection Policy 

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 eg. from district nurses and hospital services
  • To help you get other services eg. from the social work department, this requires your consent
  • When we have a duty to others eg. 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, such as 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 area bound by the same rules of confidentiality as the medical staff.


General Data Protection Regulation (GDPR)

GDPR came into effect on 25th May 2018. We want to let you know that The Mayflower Medical Practice uses your data in compliance with this new legislation.

Please read our Fair Process Notice


Freedom of Information


What is the act?

The Freedom of Information Act 2000 aims to produce a culture of openness in public bodies, by providing members of the public with the right to access information held. The main purpose behind this is to show how public money is being used.  GP practices, although not government owned, are considered to be “public bodies” for the purposes of this Act. Therefore members of the public (not necessarily patients) can request information from them. This right came into force in 2005.


GP practices are required to make information available via a “publication scheme”. This may be held in paper form or by electronic means. It will include information commonly requested and is available on request.  The practice’s publication scheme follows the model scheme for GP practices approved by the Information Commissioner and is available below.



The information contained in the publication scheme is available at no charge.

In some circumstances, a fee may be charged for the provision of information, and the classes of information incurring a fee are listed in the publication scheme document. Please ask reception for a copy.


How to make a request

All requests (with the exception of a copy of the publication scheme) are to be made in writing to the following address;


The Mayflower Medical Practice  

Station Road



DN10 6RQ


If however you would initially like to read our publication scheme this is available on request at reception.

The publication scheme contains the following policies and procedures;

  • Our NHS relationship
  • NHS income for the last financial year
  • Prescribing cost information
  • Practice Area
  • Full partners names, qualification and status
  • Key staff names, qualification and status
  • Clinics and services, and opening hours
  • Complaints procedures
  • Confidentiality Policy
  • Security Policy
  • Zero Tolerance (Violent patient) policy
  • Data protection Policy
  • Health & Safety Policy
  • Patient Removal Policy

How up to date is the information?

The practice complies with the principles of the Freedom of Information Act, and as such updates the publication scheme document on at least an annual basis, and at other intervals during the year if significant changes occur. The publication scheme itself will contain the date of the latest update.


What sort of information is available?

  • Fees and charges
  • Format of the publication scheme
  • Information held by the practice (with some exceptions)
  • How information requests are processed
  • Details of the practice, structure, and relationship to the NHS
  • Services provided
  • Financial and funding information
  • Regular publications and public information
  • Complaints policies and procedures
  • General policies and procedures

Note: Information related to individual / health / clinical records is not available under this legislation.  Please ask reception for details of access for this purpose under the Data Protection Act. A separate leaflet is available.



We welcome feedback from members of the public as to the information they would like to see in our publication scheme. Please write to the practice manager with any ideas which you may have.



If you are dissatisfied with the way in which your request for access under the Act has been handled, or if you wish to appeal against a refusal to release any information requested, please write in the first instance to the practice manager.

If, after receiving a reply, you remain dissatisfied you may appeal to the Information Commissioner. Details of how to do this will be supplied as part of your reply.



Class 1 – Who we are and what we do


Doctors in the practice

Contact details for the practice (named contacts where possible with telephone number and email address (if used))

Opening hours    

Other staffing details


  • Visitors book – hard copy

Class 2 – What we spend and how we spend it


Current and previous financial year as a minimum

Details on NHS/HSC funding received by the practice.

  • Available via our annual accounts
  • Commercially sensitive

Audit of NHS/HSC income

  • Available via our annual accounts
  • Commercially sensitive

Details of expenditure items over £10,000

  • Available via our annual accounts
  • Commercially sensitive

List and value of contracts awarded by the practice.

NHS contracts held and delivered by the practice can be seen at

Staff allowances and expenses that can be incurred or claimed, with totals paid to senior staff members (for the purpose of this document, senior staff are defined as partners or equivalent level), by references to categories.

  • None

Pay policy

  • None


Declaration of GPs’ NHS/HSC income.


Class 3 – What our priorities are and how we are doing


Plans for the development and provision of NHS/HSC services

Performance data including performance against targets


Inspection reports by regulators: the CQC, HIW, RQIA and HSCB and any other regulators.

  • http://www.cqc.org.uk/location/1-584831316


Class 4 – How we make decisions


Current and previous year as a minimum

  • Weekly practice management meetings.  These meetings are minuted.  Due to the commercial sensitivity of these meetings, the minutes are not available to the public.


Records of decisions made in the practice affecting the provision of NHS/HSC services.

  • As above


Class 5 – Our policies and procedures 


The following polices are all available on request

  • Policies and procedures about customer service
  • Internal instructions to staff and policies relating to the delivery of services
  • Policies and procedures about the recruitment and employment of staff
  • Equality and diversity policy
  • Health and safety policy
  • Complaints procedures (including those covering requests for information and operating the publication scheme)
  • Records management policies (records retention, destruction and archive)
  • Data protection policies
  • Policies and procedures for handling requests for information


Class 6 – Lists and Registers


Due to confidentiality reasons, we are unable to publish lists of patients or patient registers.


Class 7 – The services we offer  


The services provided under contract to the NHS/HSC

Charges for any of these services

Information leaflets


Out of hours arrangements



Violent or Abusive Patients


Violence and abuse is a growing concern. GP’s and their staff have the right to care for others without fear of being attacked or abused.




The right of the practice to remove a violent patient will be extended to safeguard all those who might have reasonable fears for their safety, this includes practice staff, other patients and other bystanders present when the act of violence is committed or the behaviour took place.


Violence includes actual or threatening physical violence or verbal abuse leading to fearing for a person’s safety.


We ask that you treat your GP and the Practice Staff with respect.



Patient / Practice Relationship


A good patient/practice relationship is based upon each party recognising their obligations to each other.


The Practice aims to

  • provide our patients with healthcare services that are delivered in a professional, patient and friendly manner
  • always do our best to help our patients
  • deal with patient requests as quickly as possible

Please help us to help you.


We request that our patients continue to observe the following:

  • For a triage (emergency) appointment on the day – phone reception between 8am and 11am
  • To pre-book an appointment – book via patient online access or phone reception
  • To cancel your appointment – cancel via patient online access or phone reception at the earliest opportunity
  • Late arrivals – if you arrive late for your appointment you may not be seen; this will be at the discrection of the clinician
  • For a home visit (only for patients who are permanently housebound) – phone reception before 10am
  • For a repeat prescription – order via patient online access, order via our website, use the red post box in our reception area or phone reception after 10am
  • Let us know if your contact details have changed, particularly your mobile telephone number

Are you being realistic?


GP surgeries are under never-before pressure. We look at some examples of unrealistic patient expectations and suggest what is more achievable.


Unrealistic Realistic
I can get a GP appointment at short notice,

whenever I want, for anything.


Emergency appointments are available for severe, serious and recent onset conditions/ exacerbations only.


I have run out of my repeat medication today – the surgery will be able to get my prescription done today.


48 hours (2 working days) needs to be allowed between putting in a request and expecting the prescription.


No matter what the medical problem is, surely it’s better to see a GP as soon as possible.


Most coughs last up to 3 weeks and need no treatment from the GP. For most sore throats they last 10 days.


It is ‘better’ to see the GP for all problems.  Chemists are better for problems like coughs/ sore throat/ diarrhoea/ thrush/ mouth ulcers etc.


I have a list of problems and plan to mention them all to the GP at the appointment.


10 minutes is all there is in the consultaion – realistically only enough for one problem.


The GP will be able to ring me today about a certain issue. GP’s are under unbelievable pressure and no longer have time to make the phone calls we would like to. GP’s will send messages to patients via reception, it is sometimes better to pass a message to a GP via a receptionist.


My child isn’t well and I can’t get to the surgery – can the GP call out? House calls are only for those who are truly housebound. We can see 3-4 patients in surgery in the time it takes to do one house call.


I should have my blood test done at the surgery. There is no funding for most blood tests to be done at the surgery. It is a service that the practice provides for the frail and the elderly at the doctors’ discretion.


I have a form for the GP to fill in and sign, I’ll drop it in and pick it up tomorrow.


This is not NHS work and it is not priority to complete by the GP. There is a charge for non-NHS work.


Your care is important to us and we will always do our best within the constraints of appointment availability.

Thank you for your co-operation

The Partners of The Mayflower Medical Practice