Practice Policies

Telephone calls

Please be advised that all telephone calls to Charlbury Surgery are now recorded.


Charlbury Surgery will be involved with the training of Oxford Medical School Students from autumn 2020. You will be advised of this when you book your appointment. If you need a face to face consultation for examination and do not wish the Medical Student to be present please inform reception prior to your consultation. 

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 treatment for you for example from district nurses and hospital services.
  • To help you access other services for example from the department of social work. This requires your consent.
  • When we have a duty to protect others from risk of abuse and harm for example in child and adult safeguarding.
  • Anonymised patient information will be used at local and national level to help the Health Board and Government plan services. 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 Practice & General Practitioners required for disclosure under  the Freedom of Information 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 patients consent unless we are legally obliged to do so. 


Customer service formWe make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can occasionally go wrong perhaps resulting in a patient having cause for complaint. In this case we will work with you to try and resolve the issue as quickly, and as amicably, as possible.

To pursue a complaint please contact the practice manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception.

Complaints Procedure

Violence Policy

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 our patient list and record in the patient’s medical record this fact and the circumstances leading to it.

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