Our Policies


The practice complies with Data Protection legislation and we make every effort to preserve patient confidentiality. We ask you for personal information to ensure that you receive appropriate care and treatment. For the practice to function effectively it is sometimes necessary for medical information about you to be shared between members of the practice team. It will be shared with others only to provide further medical treatment for you, e.g. from hospital services, or to enable you to access other services, e.g. from the social work department.  


We aim to give a friendly and professional service to everyone who attends our practice. However, if, for any reason, our service should fall below our patients’ satisfaction, we take all complaints very seriously. If you would like to make a complaint regarding the surgery or the services we offer, please contact the Office Manager, either by telephone or in writing, who will make every effort to respond to your concerns as soon as possible. All complaints will be treated as confidential.

The Parliamentary and Health Service Ombudsman website contains detailed information on raising a complaint about any aspect of the NHS in England. 

Freedom of Information

The practice produces a complete guide to the information routinely made available to the public by our GPs. A copy of this guide is available from reception.

Patient Charter

We aim to treat our patients courteously at all times and expect our patients to treat our staff in a similarly respectful way. It is your responsibility to keep your appointments, inform us of your past illnesses, medication, hospital admissions and any other relevant details. Our patient charter is available in full at reception.

For further information on any of our policies, please contact the Office Manager.

Disability and Discrimination

We will provide care, now and in the future, to all our patients without discrimination and irrespective of patient’s age, sex, race, beliefs or special needs.  We expect that patients will show no discrimination towards other surgery users, members of the practice team or our colleagues in the NHS.

DNA Policy

Please help us to improve our appointment access for our patients - by responsible use of appointments - with the doctor or nurse. Due to the high number of missed appointments, Jubilee Health Centre & Broad Street Surgery has found it necessary to adopt a strict Did Not Attend (DNA) Policy. This action has been taken due to the amount of clinical time lost due to patients not attending or cancelling their pre-booked appointments.

Please be mindful that failing to cancel your appointment means an appointment wasted increasing waiting times for other patients.

We would like to thank those patients who do take the time to cancel their pre-booked appointments. However please remember, if you don’t give us prior notice (at least one hour) you will be marked as having not attended, as it is unlikely we will be able to find anyone else to fill the appointment at short notice.

Failing to cancel an appointment will result in a DNA letter being sent to the registered address informing you of your missed appointment. Where a third DNA has occured, the partners will review the individual case and consider whether this constitutes as a breakdown between the patient and practice and you may be removed from our practice list.

Home Visits

The doctors do carry out home visits for patients who are housebound/ fail and elderly who are more vulnerable. We ask you to call before 10.30 to arrange this so that we can assess the need for a visit the same day. However, this is at the doctor’s discretion and they may wish to assess your situation over the telephone and advise you appropriately. It is always better for the doctor assess you in the surgery, where your full medical records and diagnostic equipment are available, which leads to a better service to yourself.

To request a home visit, please:

  • Call the surgery you are registered with before 10.30am
  • Be prepared to tell the receptionist about your condition so we can prioritise the most urgent cases and arrange the most appropriate course of action.
  • Ensure the surgery has up to date details of your address and telephone number.

Home visits are not emergency services and it should not be a regular occurrence that a visit is requested the same day.