Patient Charter

The care of your health is a partnership between yourself and the Primary Health Care Team.  The success of that partnership depends on an understanding of each other’s needs and co-operation between us.
All members of the Cadbury Heath Healthcare team are dedicated to a quality policy to achieve health services which meet the patient’s requirement.

The Practice complies with the General Data Protection Regulation, Data Protection Act, and Access to Health Records Act.
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 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 will 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.


  • be registered with a General Practitioner
  • change registered doctor if necessary
  • be referred for specialist or second opinion if both patient and GP agree.
  • have a chaperone present during a consultation – please ask if required.
  • access the following services, although prior arrangement may be necessary – Interpretation / translation / sign language services.

The Practice abides by an equal opportunities policy for patients and staff.
The aim of this policy is to ensure that no patient receives less favourable treatment on the grounds of sex, race, colour, nationality, ethnic or national origin, sexual orientation, gender identity, or disability.
The Practice will do its utmost to ensure that all patients are treated fairly and that the Practice environment is free from discrimination and harassment.


  • Your suggestions and comments about the services offered will be considered sympathetically and any complaint dealt with quickly.
  • We make every effort to give the best possible service to everyone who attends our practice.
  • However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine case for complaint.  If this is so, we would wish for the matter to be settled as quickly and as amicably as possible.
  • To pursue a complaint, please contact Vickie Phillips Operations Manager, who will deal with your concerns.
    Tel: 0117 9805724
    email: [email protected]