Russell House Surgery

Telephone: 01902 842 488
Out of Hours: 111

Practice Polices and Service Information

This section lists some of the most important Practice Policies and supporting service information. It is not practical to list all of the Practice policies on this website but please speak to our Practice Manager if you require details of our other policies.


It is helpful to know if you have a Carer (someone who takes on an unpaid caring role) or if you are a Carer for someone else. We have an established Carer's policy and a Carer's information pack available from Reception.

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This organisation is committed to providing a safe, comfortable environment where patients and staff can be confident that best practice is being followed at all times and the safety of everyone is of paramount importance.

All patients are entitled to have a chaperone present for any consultation, examination or procedure where they feel one is required. The chaperone may be a family member or friend. On occasions you may prefer a formal chaperone to be present i.e. a trained member of staff.

Wherever possible we would ask you to make this request at the time of booking your appointment so that arrangements can be made and your appointment is not delayed in any way. Where this is not possible, we will endeavour to provide a formal chaperone at the time of request. However, it may be necessary to re-schedule your appointment.

Your healthcare professional may also require a chaperone to be present for certain consultations in accordance with our Chaperone Policy.

If you would like to see a copy of our Chaperone Policy or have any questions or comments regarding this, please contact the Practice Manager. 

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NHS Constitution- the NHS belongs to us all!

The NHS Constitution sets out your rights as an NHS patient. These rights cover how patients access health services, the quality of care you’ll receive, the treatments and programmes available to you, confidentiality, information and your right to complain if things go wrong.

You can read more and download the constitution here.

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We operate a practice complaints procedure as part of the NHS complaints system. If you have a complaint about any aspect of our service please inform our Practice Manager in writing or in person as soon as possible.

Hopefully this will enable us to reach a prompt and satisfactory resolution to the complaint. In situations where the practice is unable to resolve the complaint to your satisfaction the case can be referred to the CCG.

A copy of the full practice complaints procedure is available on request.

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Practice Agreement for Staff and Patients

The staff at the Practice, which includes all the receptionists, Nurse, Doctors and attached staff such as Health Visitor, Midwife and District Nurses are part of our Primary Health Care Team and are here to help you, the patient, receive the best form of healthcare in a Primary Care setting as possible. We endeavour to provide you with a first class service.

Please be nice to the Receptionists. All our staff aim to be polite and facilitative, and sensitive to all the patients' individual needs and circumstances. They respectfully remind patients that very often staff could be confronted with a multitude of varying and sometimes difficult tasks, all at the same time. They cope with all the Doctors and Nurses requests as well as dealing with the patients in person and on the phone.

In order for the Practice to maintain good relations with their patients the practice would like all its patients to read and take note of the occasional types of behaviour that would be found unacceptable.

  • Patients should not use bad language or swear at practice staff.
  • Patients should not use any physical violence on any member of the Primary Health Care Team, such as pushing or shoving.
  • Racial abuse or sexual harassment will not be tolerated within this Practice.
  • Unrealistic demands will not be accepted. Requests will be met wherever possible and explanations given when they cannot.
  • The Doctors reserve the right to have patients who abuse these guidelines removed from their list.

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Zero Tolerance to Violence Policy

All practices, in line with government guidelines, have a 'Zero Tolerance to Violence' policy. This means that any violent or abusive behaviour or perceived threatening behaviour, whether verbal or otherwise to staff or members of the public on practice premises will not be tolerated. We can refuse to provide a service, report the incident to the Police and request that the patient and their family be removed from their Practice list.