Practice Policies

The Reception Area

Your information is always treated in the strictest confidence. Should you have a problem that you do not wish to discuss at the reception desk please ask to talk to the receptionist in private.

Did Not Attend Appointment Policy

Patients who fail to attend their appointments and do not inform the practice incur significant cost to the practice and to other patients in terms of lost appointments.  The practice is committed to providing appointments to meet the needs of patients but cannot replace appointments lost due to failure to attend.  If you know you cannot make an appointment, please ensure you contact the practice so it can be given to another patient. 

Compliments, Complaints and Comments

In this Practice we operate a practice complaints procedure as part of the NHS system for dealing with complaints. Our Office Manager, Helen Allman-Williams is the 1st contact for dealing  with any problems you may have with any of our services. You can also email in to the Practice Manager on 

The Elms Medical Practice is always looking for ways to improve the services it offers to patients and to do this effectively the Practice needs to know what you think about the services you receive.  If you have a complaint about the service you receive from any member of staff working in the Practice, please let us know.  The Practice operates a Complaints Procedure as part of the NHS system for dealing with complaints.  Our system meets national criteria. Your complaint will be acknowledged within three working days and a response to your complaint will be within 25 working days. 

Compliments, Complaints & Comments Form

Zero Tolerance

For the safety and benefit of patients and staff alike, we operate a zero tolerance policy towards abusive, aggressive and violent behaviour. In such cases a patient may be asked to leave the premises without being treated. Where there is violent behaviour from either a patient, or someone accompanying them, it is our policy to call the police.

In some circumstances, when behaviour is consistently unacceptable we may find it necessary to remove patients from our practice list.

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