Practice Policies

Recording of Calls

Please be aware that for the benefit of our staff and patients, all incoming and outgoing calls to and from the practice are recorded.

Patient Complaints         

If you have a complaint about the service you’ve received from any member of our staff, please let us know.    Most problems can be sorted easily, often directly with the staff member concerned at the time they arise.

However, if your problem has not been rectified in this way, we operate a Complaints Procedure to help us resolve it.    

 Who to contact:

Complaints should be addressed to the Practice Manager in writing as soon as possible after the incident, by:


Letter:  Posted to either Hook or Hartley Wintney Surgery

Key steps in the Complaints Procedure:

  • We will acknowledge your complaint in writing within three working days
  • We will confirm who will lead a full investigation into the complaint
  • We will set out a clear timeframe.  Our aim will be to conduct the investigation and report back to you within 40 days.
  • At the end of the investigation we will give you a written report of our findings, our key learning and any remedial actions we’ve taken to ensure the issue does not reoccur.

During the process we will endeavor to:

  • Be open, honest and constructive with you
  • Provide a clear explanation of what happened and why
  • Offer you an apology if appropriate
  • Give you the opportunity for further discussion


If you are not satisfied after the investigation:

We hope that by following our Complaints Procedure we will resolve your problem.   If this is not the case, at the end of our investigation you may choose to raise your complaint with any of the following:

 NHS Complaints Team:

Parliamentary Ombudsman: via online form at or phone 0345 0154033

CQC:  or phone 0300 0616161


Complaining on behalf of someone else:

Please note that if you are making a complaint on behalf of another patient, you will need their formal permission to do so.   For this, we would require a note of consent signed by the patient concerned.


We believe that good healthcare is achieved by patient and doctor working together and therefore..

..we aim to provide:

  • registrationprivacy, courtesy and confidentiality
  • a simple health check if you are new to the practice
  • health care on the basis of clinical need
  • 24hour medical cover through HANTSDOC - a local consortium of GPs covering out of hours work
  • a referral to a hospital based specialist when your GP considers it necessary · an explanation of your illness and proposed treatment, and to involve you in the process of deciding on treatment options
  • access to your written and computerised health records within the limitations of the law

In return we ask you to:

  • offer our staff the same courtesy and respect as they offer you
  • inform the practice in good time if you are unable to keep an appointment
  • only request a home or out of hours visit if absolutely necessary
  • make a separate appointment for each person needing to be seen
  • inform us in writing of any change of address or telephone number as soon as that change occurs.

We will try:

  • to process your repeat prescriptions within 2 working days
  • not to keep you waiting unnecessarily beyond your appointment time
  • keep you up to date with information via a periodic news sheet.


health techThe 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 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 will 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.


Please note that not all fees are covered under the free National Health Service. For a list of private services please Check with the practice our prices.

Freedom of Information

The ICO has published a new Model Publication Scheme that all public authorities are required to adopt by 1st January 2009.

Model Publication Scheme - further information

GP Earnings

All GP practices are required to declare the mean net earnings (e.g. average pay) for GPs working to deliver NHS services to patients at each practice.

This is required in the interests of the greater public accountability recognising GP pay is ultimately funded from tax paid by the public.

The average pay for GPs working in Whitewater Health in the last financial year was £87,074 before tax and National Insurance.  This is for 2 full-time GPs, 6 part-time GPs and 0 locum GPs who worked in the practice for more than six months.


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