Our Important Policies



Directly contact the Caldicott Guardian about Information Governance

The practice complies with data protection and access to medical records legislation. Identifiable information about you will only 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 may 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

The ICO has published a new Model Publication Scheme that all public authorities are required to adopt.

Model Publication Scheme - further information

commentsCompliments, Comments & Complaints

COV19 Complaints update - please read COV19 Complaints information

We make every effort to give the best service possible to everyone who attends our practice. If you feel you have received outstanding care please let us know as this feedback is always appreciated and is used in appraisal of our doctors, nurses and staff.

However, we are aware that things can occasionally 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.

We encourage you to complain, if you are not satisfied with our service, to the member of staff of your choice. This would normally be a GP Partner for a clinical matter, or the Practice Manager - Victoria Hawkins, who will by arrangement set aside a mutually convenient time to examine your complaint and take remedial action. Further written information is available on the complaints procedure from reception.

We are continually striving to improve our service. Any helpful suggestions would be much appreciated, and you may hand in written suggestions at reception.

The Health Service Ombudsman in England

The Parliamentary and Health Service Ombudsman website contains detailed information on raising a complaint about any aspect of the NHS in England. There is also a leaflet explaining the procedure of bringing a complaint to the ombudsman.

Patient Charter

This practice is committed to improving the services it provides within the National Health Service. 

This Means

  1. Ensuring services that are provided are of the highest standards, meeting national and local standards.
  2. The right of a patient to express preference of practitioner.
  3. Patient information is to be treated with strict confidentiality by all who have access.
  4. Providing more emphasis on health promotion and prevention of illness.
  5. All staff encouraged to do further training to maximise the use of particular skills which will deliver an improved service.
  6. Using all practice resources to their fullest.
  7. Waiting time within the practice will be kept to a minimum.
  8. The telephone is answered as promptly as circumstances permit.
  9. You will have access to self-help information on minor illnesses on request.
  10. All instruments and equipment we use are regularly serviced and where appropriate, calibrated to ensure accuracy. 

In return, the practice ask you to
  1. Arrive on time for your appointment.
  2. Inform the practice if you cannot make your appointment, or your appointment is no longer necessary, as soon as possible.
  3. Not make requests for home visits unless absolutely necessary.
  4. To keep telephone calls brief, particularly during the first hour of the morning (the busiest time).
  5. Reduce delays by remembering that an appointment is for one person only and one issue per appointment. Other members of the family need another appointment.
  6. You should come to the surgery for appointments unless you are prevented by illness or infirmity. The doctors can see many more patients at the surgery than when out visiting.
  7. Only telephone out of hours if you consider the problem is urgent.
  8. Remember that you are largely responsible for your own health and it is up to you to take the advice and action recommended to you.
  9. Ring reception after 12 noon for all tests results
  10. Treat our reception staff with courtesy and not abuse staff or surgery property or facilities (car park, toilets, etc.).

You are guaranteed:

  • A simple health check, when you register as a new patient.
  • A yearly health check if you are 75 years or over.
  • The right to make suggestions about the services.
  • A Practice Leaflet.
  • To be contacted in a timely manner for routine appointments and within the same day for an emergency appointment as far as humanly possible.
  • Young children (under 2) will be seen on the day the request is made, as far as possible
  • Patients kept waiting after an appointment time for more than 30 minutes will be entitled to an explanation. 

In addition you are entitled:

  • To receive health care on the basis of clinical need, regardless of ability to pay.
  • To receive emergency medical care at any time by the emergency ambulance services and hospital accident and emergency services.
  • To be referred to a consultant, acceptable to you, when the doctor considers it necessary and without delay, and to be referred for a second opinion if you and the doctors agree this is desirable. This will be within the locality or outside if an extra contractual referral is approved by the area Health Authority.
  • To be given a clear explanation of any treatment proposed, including any possible risks and any alternatives before you decide whether you will agree to the treatment
  • To have access to your written and computerised health records (subject to the limitations of the law - GDPR 2018) safe in the knowledge that those working for the NHS are under a legal obligation to keep the contents confidential.
  • To be notified of any abnormal test results if warranting further action.
  • To have computerised prescriptions ready for collection within 2 full working days time.


Zero Tolerance

In the event of violent or abusive behaviour by a patient to doctors, nurses, any member of staff or persons present on the practice premises, we have the right to remove the patient from the premises if necessary with the help of police, and request immediate removal of the patient from the practice list. If a patient subjects any member of the team to excessive demands, intimidation, swearing or vexacious complaints, then deduction of the patient will be requested because of a permanent breakdown in relationship, following an initial warning at any time in the previous 12 months.

Non NHS Services 

Private medical examinations for HGV licences, sport activities, etc. can be provided but there is a charge according to guidelines from the British Medical Association. A charge will also be incurred for medical forms, passport photos, driving licence etc which we will require in advance of completing any forms or reports. 

Medical Equipment 

The surgery has a limited amount donated by patients. Equipment will be available from the surgery Mondays to Fridays 8am to 6.30pm. Please ask at reception or ring. Please return any borrowed equipment promptly and in same condition as when collected. Thank you. 
RedCross Loan Equipment  - see leaflet

Useful Telephone Numbers

Frimley Park Hospital 0300 614 5000
Fleet & Farnham Hospital 01483 782000

Crondall New Surgery is part of 

North East Hants and Farnham Place, within Frimley CCG.

Based at: 4th Floor, Aldershot Centre for Health, Hospital Hill, Aldershot, Hants GU11 1AY.

The CCG can provide patients with details relating to all primary medical services in the area.

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