40 Oxford Street, Leamington Spa, CV32 4RA

Practice Charter

It is the aim of the practice to offer a friendly and efficient service with high standards of healthcare meeting the specific needs of our practice population.

The NHS Constitution

Safeguards the principles and values of the NHS.  The Constitution also sets out clear expectations about the behaviours of both staff and patients. It is intended to empower the public, patients and staff by setting out legal rights and pledges in place simply and clearly.  By knowing and exercising their rights, the public, patients and staff can help the NHS improve the care it provides

The NHS Constitution


We take complaints very seriously. If you would like to make a complaint regarding the surgery or the service we offer, please contact the practice manager (Complaints manager) by telephone or, if you prefer, in writing. A full complaints policy is available from the link here.

Complaints Policy 2018

Every effort will be made to investigate and answer your concerns as soon as possible.

We have also published a short leaflet offering you information about our practice Complaints Procedure and useful contacts.

Practice Complaints Leaflet


NHS England provides a patient support service called  'Patient Advice and Liaison Service' (PALS)

PALS will provide 'on the spot' advice, support and information. It is confidential for patients, their carers, families and friends

Contact Details:

Telephone: 0845 423 8903

Email: PALS@coventrypct.nhs.uk 


POhWER offers advice and advocacy to patients who wish to raise concerns about the care and treatment they have received from the NHS. Offering support, guidance on their options, ensuring their views are heard and their complaints receive due consideration.

Contact Details:

PO Box 14043
B6 9BL
Tele: 0300 456 2370
Fax: 0300 456 2365
Email: pohwer@pohwer.net
Website: www.pohwer.net

Failure To Attend (DNA) Appointment Policy


As a practice we would like to reduce the rate of 'Did Not Attends' (DNAs). Sherbourne Medical Centre operates a system that records all failures to attend appointments in the patients’ clinical records as a matter of good medico-legal practice.


Each week we will review those patients’ records who have failed to attend a booked appointment. In the first instance we will send a letter emphasising the importance of attending appointments booked with our doctors and nurses.

If the patient then fails to attend a second appointment within 6 months they will receive a second warning letter, detailing the appointments they have failed to attend and should there be a further failure to attend in the next six months, the patient may be removed from the practice list on the basis that “There has been an irrevocable breakdown in the relationship between the practice and the patient”.

Each year the partnership will undertake a review of those patients removed from the practice list and evaluate any common reasons, such as appointment types, access at times of the week etc. This may help us to influence DNA occurrences so improving our service to all our patients.

Protection and Use of Information

This practice keeps medical records confidential and complies with the General Data Protection Regulation. 

We hold your medical record so that we can provide you with safe care and treatment.

We ask for appropriate information about you so that we may offer to you the best possible care and advice. We keep this information, with details of your care, because we may require it again at a future consultation.

The NHS Central Register for England and Wales contains basic personal details of all patients registered with a General Practitioner. You have the right of access to your health records.

Everyone working for the NHS has a legal obligation to ensure all information about you is kept in a secure, confidential manner.

There may be other people outside of the practice who are involved in your care. The practice may need to share certain information about you in the interest of this care. Only appropriate, relevant information will be shared.

Whenever possible, we will remove all identifiable information about you. The law strictly controls the sharing of certain types of very sensitive information.

Any one who receives any information from us about you is under legal obligation to ensure its confidentiality.

Only if you explicitly agree your relatives, friends or carers have information about you shared with them.

Data Protection Policy

The Data Protection Privacy Notice lets you know what happens to any personal data that you give to us, or any that we may collect from or about you.

This privacy notice applies to personal information processed by or on behalf of the practice.

This Notice explains

  • Who we are, how we use your information and our Data Protection Officer
  • What kinds of personal information about you do we process?
  • What are the legal grounds for our processing of your personal information (including when we share it with others)?
  • What should you do if your personal information changes?
  • For how long your personal information is retained by us?
  • What are your rights under data protection laws?

Data Protection Privacy Notice

General practice Research Database (GPRD)

We contribute data from this practice to the GPRD and are proud to do our bit towards this valuable database.

Anonymity of individual patients and clnicians is assured in all cases.

Valuable feedback on the data we submit helps us to improve our record keeping and the care of our patients.

If you would like to opt out of this data collection scheme, please let your doctor know and your records will not be used in the anonymous research data base. This will not affect your care in any way.

Freedom of Information

The Freedom of Information Act 2000 recognises that members of the public have the right to know how public services are managed, the cost and how decisions are made.


Equality and Diversity

The practice is committed to both eliminating discrimination and encouraging diversity amongst our workforce and relation to our patients and service users.

Equal Opportunities Policy

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