Practice Policies

Practice Mission Statement

Lostock Hall Medical Centre will treat ALL patients with respect and regard, and be sensitive to your specific needs.
Your privacy and dignity will be respected at all times.

We aim to provide services that are high quality and striving for constant improvement, provided by suitably qualified, well-trained and motivated staff.

Our aim is for you as patients to be involved with your care and treatment and the support choices available to you.

Lostock Hall Medical Centre is proud to play a key part in the local community.

Confidentiality & Medical Records

Locked blue folderThe 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.

Freedom of Information

Information about the General Practitioners and the practice required for disclosure under this act can be made available to the public. All requests for such information should be made to the practice manager.

Practice Freedom of Information Policy

Privacy & Access to Records

In accordance with the Data Protection Act 2018 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the practice manager. No information will be released without the patient consent unless we are legally obliged to do so. The Practice Privacy Notice below highlights how we protect patient information, as well as other data held by the practice such as staff records and the records of applicants for jobs at the practice.

Practice Privacy Notice

Subject Access Requests

Patients wishing to obtain copies of their records or parts of their records can complete and submit this SAR Form

SAR Form

Data Protection Impact Assessments (DPIAs)

The practice manages any risk identified in protecting patient data, such as when we moved records from our old premises to our new site in March 2019.

DPIA - Practice Move - March 2019

National Data Opt-Out

Patients can choose to opt out from the use of their data for research and planning purposes. For more information call 0300 3035678 or go to 


Customer service formWe make every effort to give the best service possible 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 cause 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 the practice manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception.

Complaints Procedure

Complaint Form

Violence 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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