This website uses cookies to function correctly.
You may delete cookies at any time but doing so may result in some parts of the site not working correctly.

Practice Policies

Confidentiality & Medical Records

Locked blue folderWe respect your right to privacy and keep all your health information confidential and secure.  This information is used only in relation to your care.

Anonymised information may be used for management and audit purposes.  However it is usually only available to, and used by, those involved in your care.  It is important that the NHS keeps accurate and up-to-date records about your health and treatment so that those treating you can give you the best care possible.

You have the right to know what information we hold about you.  If you would like to see your records, please contact our Administration Team.

For further details on how we use information about you, please pick up a leaflet at Reception.

Freedom of Information

Information about the General Practioners 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.

Access to Records

In accordance with the Data Protection Act 1998 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made in writing through the Practice Manager and may be subject to an administration charge. No information will be released without the patient consent unless we are legally obliged to do so.


Customer service formThames Avenue Surgery aims to offer a friendly and professional service to all our patients.  However if you have concerns about any aspect of our service, please let us know.  Our practice-based complaints are dealt with by our Practice Manager, Mrs Susan Kinzett.  In the majority of cases, concerns can be resolved quite easily.  However if you feel we have not dealt with the issues you have raised as you would wish, you can write to the Complaints Manager at NHS Medway, 50 Pembroke Court, Chatham Maritime, Chatham, Kent ME4 4EL. 

NHS Medway also operate a Patient Advice and Liaison Service (PALS) which can often help resolve problems before they become formal complaints.  To speak to a PALS Officer, ring 0800 014 1641 or write to Bobbie Walkem-Smith, PALS Officer, NHS Medway, 50 Pembroke Court, Chatham Maritime, Chatham, Kent ME4 4EL or email her at

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.

Call 111 when you need medical help fast but it’s not a 999 emergencyNHS ChoicesThis site is brought to you by My Surgery Website