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Practice Policies

Privacy/Confidentiality & Medical Records

We understand how important confidentiality is to our patients and we provide complete confidentiality between you and us at all times.Confidentiality

We do not release information to third parties outside the NHS unless you specifically ask us to do so and sign a consent form.

We do not leave messages on answer machines unless you request us to, nor will we give out information at the reception desk to anyone regarding your attendances at the practice. We do this to protect your confidentiality at all times.

The practice is registered under the Data Protection Act and it is also the policy of the partnership to treat all information about patients and staff with the utmost sensitivity and confidentiality. We have a confidentiality policy which the staff are required to observe at all times.

You can also access a copy of our Privacy Notice here:

Rowden Surgery Privacy Notice

Email Policy

PLEASE NOTE: WE PREFER THAT PATIENTS USE OUR FAST, SECURE, ONLINE SYSTEM ‘SYSTMONLINE’ IF AT ALL POSSIBLE INSTEAD OF EMAIL.

If you supply an email address we will send you an automatic verification email.  Please follow the instructions to verify your email address – you will need to click on a link and answer some security questions.   By verifying your email you are consenting to the surgery contacting you by email.

We will not use email for medical correspondence. This is because emails transmitted over a public network may not be secure.  Please be aware that emails should not be used for urgent queries as this is not constantly monitored, please call 01249 444343 and speak to the Reception Team.

Repeat Prescription requests by email

Repeat prescription requests via email will be passed on to our Reception Team. We do not send out a response to every prescription request but you will receive an automated message stating it has been received. The request must include your full name, date of birth, address and full details of the repeat items being requested. Please note that the fastest way to order a prescription is by using the prescription facility available to patients who set up a secure online account with us (called SystmOnline). This system allows you to see your full repeat prescription list and order your medication securely.  This can also be used for urgent requests.  Please click here for more information on how to sign up for SystmOnline.

Email Regarding Medical Matters

If you register your email address with us we will not use email to correspond with you regarding any clinical aspect of your healthcare. This is because email is not a secure medium of communication. The most secure way to discuss medical matters online is to use the short message facility available to patients who set up an online account with us (called SystmOnline). We are able to reply to these messages direct to your secure SystmOnline account.

Email surveys

We sometimes use web based surveys to gather patient feedback. 

Freedom of Information

The Freedom of Information Act 2000 obliges the Practice to produce a publications scheme. A publications scheme is a guide to the classes of information the practice intends to routinely make available. This scheme is available from the reception desk.

Complaints, Compliments & SuggestionsFeedback

At Rowden we aim to provide the best possible service for our patients. However, there is always room for improvement and we would be pleased to hear from you should you have a complaint, constructive criticism or useful suggestion.

All matters are taken seriously by the practice and should be directed to the practice manager for his further attention.

Violence & Abuse 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 the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it. 



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