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Practice Policies

Zero tolerance

The surgery operates a zero tolerance policy, if a patient is violent or abusive to the Doctors, staff  or other persons on the practice premises, the offender will be removed immediately from the doctor's list and will be reported to the police.

Rights and responsibilities of the patients

  • Keep to the time of the appointment.

  • Reschedule or cancel your appointment if you are unable to attend so that the   appointment can be offered to other patients.

  • Order your repeat prescription 48 hours before you need your    medication.

  • Please try to keep all telephone conversation as brief as possible so that the telephone line can be available for other patients too.

  • Individual appointments are for one individual patient only.

  • We expect you to treat the doctor and the staff with courtesy and respect.

  • Please tell us immediately if you change your name, address, telephone number etc.

Patient Feedback

A patient's Suggestion Box is situated in the Reception area.

The practice also has a Patients' Complaints Procedure. Please ask at Reception for details.

Keeping your records confidential

Your doctor and his staff and everyone else working for the NHS have a legal duty to maintain the highest level of confidentiality about patient information.

In some instances, you may be receiving care from other people as well as the NHS, we may need to share information about you with them so that we can all work together for your benefit.

Anyone who receives confidential information about you from us is also under legal duty of confidence.

Unless there are exceptional circumstances, for example, when the health or safety of others is at risk. We will not disclose your information to the third parties without your permission.

Electronic Data Sharing Model (eDSM)

Your Information Your Choice

Sharing Your GP Medical Record with other Professionals Involved in your Care

What is Risk Stratification?

There are two types of risk stratification:

The first type of risk stratification aims to identify those patients within the practice who may benefit from additional support and/or assessments, based on their specific health problems.

The second type of risk stratification aims to identify patterns of ill health and the related requirements across the local patient population. Patient information would be pulled together as an anonymised file, where each patients' identity would be removed; the trends in illnesses would then be analysed across Leicester, Leicestershire and Rutland, as a whole.

In both of the cases above, the NHS aims to protect patient health information and ensure strict confidentialty throughout the whole process.


How you can help us

  • Please keep the appointment or cancel it well in advance to allow other people to see us
  • Please book urgent appointments for emergencies only
  • If you feel you need a longer appointment for your problem, please tell reception at the time of booking the appointment
  • If you change your name, address or telephone number please inform us as soon as possible
  • Only call the Doctor out of hours if you can’t wait
  • For minor ailments and injuries try ‘Urgent Care Centre’ first at Loughborough Hospital LE11 5JY. Tel: 01509 611600
  • Be polite to the staff as they are just doing their job
  • The practice operates a zero tolerance policy any patient that is violent or abusive to any member of staff may risk being removed from the practice list

Your Personal Health Information

We ask you for information and keep it together with details of your care.  We may use some of this information to help us to protect the health of the Nation, to help plan the future of the NHS, to train tomorrow’s clinical staff and to carry out research for the benefit of everyone.  You have a right of access to your health records.  Please ask at the reception for further details. There will be a fee for this.

Everyone working for the NHS has a legal duty to keep information about you confidential.


You can find more information on our Medical Record Information page


Suggestions and Complaints

Your comments and suggestions are welcome to improve the quality of our service.  [Is there a post box for these? If so where?]


Friends and Family Test

You can also leave feedback based on your visits and appointments to the medical centre.  Please access the Friends and Family Test page.


If you are unhappy with any service or with any member of the practice team and would like to complain:

  • First talk the problem through with the Practice Manager or a Senior Receptionist.
  • Put your concerns in writing to us so that we can investigate and write to you to resolve your concern.

If you are still unhappy and wish to take the matter further, contact

NHS England

Customer Services

PO Box 16738

B97 9PT

Tel: 0300 311 22 33



Broadhurst Street Surgery

10 Broadhurst Street
General Enquires:  0116 266 2662
Appointments: 0116 225 0979



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Catchment Area


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