Practice Policies
Practice Policies
Our Vision, Strategy, Culture, and Values
At The Bay Medical Practice, our approach to healthcare is guided by The REAL Strategy and The Bay Way, ensuring that patients receive high-quality care and staff work in a supportive, inclusive, and professional environment.
- The REAL Strategy focuses on Relationships, Environment, Accountability, and Leadership, driving our commitment to excellence in patient care and staff development.
- The Bay Way defines the behaviours we uphold, with an emphasis on respect and support for both patients and colleagues.
We are dedicated to continuous improvement, regulatory compliance (CQC), patient engagement, staff wellbeing, and sustainable healthcare.
Find out more about our Vision, Strategy, Culture, and Values here.
Complaints Procedure
How to Make a Complaint
Informal Resolution
Many concerns can be resolved quickly by speaking directly with a member of our team. If you have a concern, we encourage you to:
- Speak to the Practice Manager or a member of the Reception Team, who may be able to resolve your issue immediately.
- Call the practice and request to discuss your concern with a senior member of staff.
If your concern is not resolved informally, you may submit a formal complaint.
Formal Complaint Process
If you wish to make a formal complaint, please provide details in writing using one of the following methods:
- By Post: Practice Manager, The Bay Medical Practice, Broadway, Sandown, Isle of Wight, PO36 9GA
- By Email: hiowicb-hsi.thebaymedical@nhs.net
- By Phone: 01983 409292
When submitting your complaint, please include:
- Your full name, date of birth, and contact details.
- A clear description of the complaint, including dates, times, and names of staff involved (if known).
- Any supporting documents or relevant details.
- How you would like the issue to be resolved.
What Happens Next?
Acknowledgement
We will acknowledge receipt of your complaint within three working days.
Investigation and Response
- A senior member of staff will investigate your concerns thoroughly.
- We may contact you for further details or to arrange a meeting to discuss the issue.
- A formal written response will be provided within 10 working days. If further time is required, we will keep you updated.
Escalating a Complaint
If you prefer not to contact the practice directly, or if you are unsure about the process, you can reach out to the Patient Experience and Complaints Team at NHS Hampshire and Isle of Wight. They can explain the options available and assist you in deciding how you would like your enquiry or complaint to be managed.
Contact the Patient Experience and Complaints Team
By Email: hiowicb-hsi.patientexperience@nhs.net
By Post:
Patient Experience and Complaints
NHS Hampshire and Isle of Wight Integrated Care Board
Omega House
112 Southampton Road
Eastleigh
Hampshire
SO50 5PB
By Phone: 0300 561 2561 (An answerphone facility is available)
If your complaint has already been reviewed by the Patient Experience and Complaints Team and you remain dissatisfied, you can escalate the issue further.
Independent Review of Your Complaint
If you are not satisfied with how your complaint has been handled by the practice or the Patient Experience and Complaints Team, you can refer it to the Parliamentary and Health Service Ombudsman (PHSO) for an independent review.
Contact the PHSO
By Post:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
By Phone: 0345 015 4033
Website: www.ombudsman.org.uk
Support for Making a Complaint
If you need independent advice or support, the following advocacy services are available:
Healthwatch Hampshire
Healthwatch is the consumer champion for health and social care in England. They understand the needs, experiences, and concerns of people using health and social care services and ensure their voices are heard.
Website: Healthwatch Hampshire
VoiceAbility (Hampshire County Council postcodes)
VoiceAbility supports patients within the Hampshire County Council area, especially those with mental health issues or additional support needs.
Website: VoiceAbility
SWAN Advocacy (Isle of Wight)
SWAN Advocacy offers independent support for patients making complaints about NHS services on the Isle of Wight.
Website: SWAN Advocacy – Isle of Wight
Healthwatch Isle of Wight
Healthwatch Isle of Wight helps patients navigate NHS complaints processes and ensures their voices are heard.
By Post:
The Riverside Centre
The Quay
Newport
Isle of Wight
PO30 2QR
By Phone: 01983 608608
By Email: enquiries@healthwatchisleofwight.co.uk
Website: www.healthwatchisleofwight.co.uk
Providing Feedback and Suggestions
If you do not wish to make a formal complaint but would like to provide feedback, you can:
- Complete the NHS Friends and Family Test.
- Join our Patient Participation Group (PPG).
- Submit suggestions via our online patient feedback form.
Your feedback is valuable in helping us to improve the care and services we provide.
For further assistance, please contact The Bay Medical Practice Reception Team.
Patient Rights & Responsibilities
Your Rights as a Patient
Access to Healthcare
- You have the right to register with a GP practice and receive NHS primary care services.
- You have the right to see a GP or healthcare professional in a timely manner.
- You have the right to request a chaperone during an examination.
Respect & Dignity
- You will be treated with respect, dignity, and without discrimination, regardless of your age, gender, ethnicity, disability, religion, sexual orientation, or any other protected characteristic.
- You have the right to be involved in decisions about your healthcare and treatment.
Confidentiality & Data Protection
- Your medical records and personal information will be handled in accordance with UK GDPR and NHS confidentiality policies.
- You have the right to access your medical records and request corrections if necessary.
- You can request that your data is not shared outside the practice, except where required by law.
Informed Decisions & Consent
- You have the right to clear explanations about your condition and treatment options.
- You have the right to ask questions and be fully informed before consenting to any treatment.
- You can refuse treatment, except in exceptional circumstances where it is required by law.
Making a Complaint or Giving Feedback
- If you are unhappy with the service you have received, you have the right to make a formal complaint following our complaints procedure.
- You have the right to provide feedback on the services you receive through patient surveys, the Patient Participation Group (PPG), or the NHS Friends and Family Test.
Your Responsibilities as a Patient
Respect for Staff & Other Patients
- Treat GPs, nurses, receptionists, and other staff with respect. Verbal abuse, aggression, or violence towards staff or other patients will not be tolerated.
- Follow the Zero Tolerance Policy, which prohibits abusive or threatening behaviour.
Attending Appointments
- Arrive on time for your appointment or notify the practice if you are unable to attend.
- Cancel appointments in advance if you no longer need them, so they can be offered to other patients.
Providing Accurate Information
- Ensure that your contact details (address, phone number, email) are up to date.
- Provide accurate and honest information about your symptoms, medical history, and lifestyle to help us provide appropriate care.
Using NHS Services Responsibly
- Use urgent and emergency services appropriately – for life-threatening conditions, call 999, and for non-urgent medical advice, call NHS 111.
- Use repeat prescription services responsibly and allow enough time for processing before running out of medication.
Following Medical Advice & Treatment Plans
- Take prescribed medications as directed and inform the practice if you experience side effects or have concerns.
- Attend follow-up appointments or screenings when advised to do so.
Helping to Improve Services
- Provide feedback on the care you receive to help improve services for yourself and others.
- Engage with the Patient Participation Group (PPG) if you would like to contribute to practice decisions.
Get Support or Raise Concerns
If you need support with your care, have questions about your rights and responsibilities, or wish to raise a concern, please contact the practice.
At The Bay Medical Practice, we are committed to providing a safe, professional, and supportive environment for both patients and staff. Our team works hard to offer high-quality care and ensure that all patients are treated with dignity and respect. We understand that being unwell or in distress can be challenging, and our staff will always do their best to provide care with empathy and sensitivity. In return, we ask that all patients and visitors treat our team with kindness and courtesy. While we appreciate that frustrations may arise, aggressive, abusive, or violent behaviour towards staff, other patients, or visitors will not be tolerated under any circumstances. This includes: If any of these behaviours occur, the practice may take formal action, including removal from the practice list and, where necessary, reporting incidents to the police. A strong relationship between patients and healthcare professionals is based on mutual trust and respect. In most cases, concerns can be resolved through open and respectful communication. However, in rare instances where trust has irretrievably broken down, it may be necessary to end a patient’s registration with the practice. In cases of serious misconduct, including violence or threats, removal from the practice list may take place immediately. We understand that at times, patients may feel frustrated or concerned about their care. If you have any worries or feedback, we encourage you to speak to a member of our team so we can address your concerns in a constructive and supportive manner. If you are struggling to communicate your concerns in person, you are welcome to reach out via email, phone, or by requesting a meeting with the practice manager. Our aim is to ensure that all patients feel heard and supported while maintaining a safe and respectful environment for everyone. Where a patient is removed due to severe misconduct, it may also be necessary to review the registration of other household members, particularly where home visits are required. This ensures a safe environment for both staff and patients. We are dedicated to providing compassionate, high-quality care in a safe and respectful environment. We will take all necessary steps to protect our staff and patients from harm, ensuring that unacceptable behaviour is dealt with appropriately and consistently. Thank you for your cooperation.
Zero Tolerance Policy
Zero Tolerance Policy: Respect for Staff and Patients
Unacceptable Behaviour
Maintaining a Positive Patient-Practice Relationship
Support and Communication
Impact on Household Members
Our Commitment to You
At The Bay Medical Practice, we are committed to providing a safe, respectful and supportive environment for all patients, visitors and staff. We have a zero-tolerance approach to sexual harassment, sexual misconduct, and any unwanted, inappropriate or harmful sexual behaviour. This reflects national NHS expectations on sexual safety in healthcare. Sexual misconduct can include (but is not limited to): unwanted sexual comments, jokes or gestures sexualised behaviour that causes discomfort or distress inappropriate or unwanted physical contact abuse of trust, power or professional position Such behaviour is never acceptable in our practice. You have the right to request a chaperone during any consultation, examination or procedure, particularly where an intimate examination is required. A chaperone is a trained member of staff who is present to support you and help ensure your comfort, dignity and safety. The offer of a chaperone will be made where appropriate, and you may also request one at any time. You have the right to decline a chaperone. If a chaperone is not available, you will be offered the option to reschedule your appointment, where clinically appropriate. We will: treat everyone with dignity, respect and compassion take all concerns seriously and respond promptly and sensitively ensure appropriate action is taken where concerns are raised support those affected and signpost to further help if needed Concerns may relate to any member of staff, contractor, trainee or visitor within the practice. If something happens that makes you feel unsafe or uncomfortable, you can: speak to a member of our team and ask to speak to the Practice Manager, or raise a concern through our Complaints Procedure, available at reception or on our website Raising a concern will not affect the care you receive from our practice. If there is an immediate risk or danger, please call 999.
Sexual Safety Statement
Sexual Safety Statement
Our commitment
What we mean by sexual misconduct
Chaperones
What you can expect from us
Raising a concern
Chaperone Policy
Chaperone Policy
At The Bay Medical Practice, we are committed to ensuring that all patients feel safe, respected, and comfortable during consultations, examinations, and procedures. Our Chaperone Policy is in place to provide reassurance and to safeguard both patients and healthcare professionals.
What is a Chaperone?
A chaperone is a trained member of staff who is present during a medical examination or procedure to provide support, reassurance, and an additional level of protection for both the patient and the clinician.
When Can I Request a Chaperone?
You have the right to request a chaperone at any time during your consultation, particularly for:
- Intimate examinations (e.g., breast, genital, or rectal examinations)
- Physical examinations that require undressing
- Any consultation where you feel more comfortable with a chaperone present
We encourage patients to ask for a chaperone if they feel it would provide them with additional comfort or reassurance.
Who Can Act as a Chaperone?
Chaperones are usually trained clinical staff (e.g., nurses, healthcare assistants) who understand medical procedures and can provide appropriate support. In some cases, a non-clinical trained staff member may act as a chaperone.
Family members or friends are welcome to accompany you for support, but they do not act as official chaperones.
How to Request a Chaperone
- You can request a chaperone at the time of booking your appointment.
- You can ask for a chaperone at any point before or during your consultation.
- If a chaperone is not immediately available, you may be asked to reschedule your appointment.
Chaperones for Children and Vulnerable Adults
We take special care to ensure that children and vulnerable adults are appropriately supported during examinations.
- Children under 16 should be accompanied by a parent or guardian, who may act as their support.
- For vulnerable adults, a chaperone will be offered where appropriate to ensure their comfort and protection.
Confidentiality and Respect
All chaperone interactions are strictly confidential, and our staff will treat all patients with sensitivity, dignity, and respect. If you have any concerns or questions about our chaperone policy, please speak to a member of our team.
Contact Us
If you would like more information about our Chaperone Policy or wish to request a chaperone in advance, please contact us:
Practice Address: The Bay Medical Practice, Broadway, Sandown, Isle of Wight, PO36 9GA
Phone: 01983 409292
Email: hiowicb-hsi.thebaymedical@nhs.net
Our priority is to ensure that every patient feels safe, supported, and respected during their care.
Privacy & Data Protection Statement
Privacy & Data Protection Statement
At The Bay Medical Practice, we are committed to protecting your personal information and ensuring that your privacy is respected. We comply fully with the UK General Data Protection Regulation (UK GDPR) and other relevant data protection laws. This means we collect, store, and use your information lawfully, fairly, and transparently, ensuring it is used only for purposes that benefit your health and care.
Why We Collect Your Information
We collect and use your personal data to:
- Provide you with safe and effective medical care
- Manage appointments, prescriptions, and referrals
- Coordinate with hospitals, specialists, and healthcare providers involved in your treatment
- Meet legal and regulatory obligations
- Ensure the practice operates efficiently and safely
What Information We Collect
The information we hold about you may include:
- Personal details such as name, address, contact details, and date of birth
- Medical records including diagnoses, test results, and treatment history
- Appointment records, consultations, referrals, and prescriptions
- Emergency contact and next of kin details
- Relevant social or safeguarding information where applicable
How We Keep Your Information Safe
We take strict security measures to protect your information, including:
- Secure electronic records and encrypted systems
- Restricted access to authorized personnel only
- Regular data protection training for staff
- Compliance with NHS and regulatory security standards
Who We Share Your Information With
We may share your information only when necessary for your care or legal requirements. This may include:
- Other healthcare providers such as hospitals, specialists, and community services
- Pharmacies for prescriptions and medication management
- Social care services where relevant to your wellbeing
- Regulatory bodies such as NHS England and Public Health England
- Emergency services if immediate care is required
- Legal authorities only if required by law, such as police or courts
Your information will never be sold or used for marketing purposes without your consent.
Your Rights Under GDPR
Under data protection laws, you have the right to:
- Access your medical records and personal information
- Correct inaccurate or outdated details
- Request restriction on how your data is used
- Object to certain uses of your data, except where legally required
- Opt-out of data sharing for research or non-essential uses
- Complain to the Information Commissioner’s Office (ICO) if you believe your data is not handled properly at ico.org.uk
Children’s Data Protection
We take special care in handling children’s health information, ensuring it is protected and only shared with parents, guardians, or relevant authorities when necessary. Children have the right to access their own records and can request confidentiality in certain cases.
How Long We Keep Your Data
We will only keep your records for as long as necessary to provide your care and comply with legal and NHS guidelines. Once retention periods expire, data will be securely deleted or archived.
Contact Us
If you have any questions about how we handle your data, or if you wish to exercise your rights, please contact our Data Protection Officer (DPO) at:
Practice Address: The Bay Medical Practice, Broadway, Sandown, Isle of Wight, PO36 9GA
Email: hiowicb-hsi.thebaymedical@nhs.net
For further details, please review our full Privacy Notice available at The Bay Privacy Notice .
Freedom of Information (FOI) Requests
Freedom of Information (FOI) Requests
At The Bay Medical Practice, we are committed to transparency and openness in accordance with the Freedom of Information Act 2000. This Act provides the public with the right to request access to certain types of recorded information held by public sector organisations, including GP practices.
The Freedom of Information Act applies to non-personal information related to the way the practice operates. This includes policies, financial information, performance data, and details of services offered. The Act does not cover access to personal medical records, which are protected under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. If you wish to request access to your own medical records, please refer to our Patient Records & Data Protection section or submit a Subject Access Request (SAR).
Requests under the Freedom of Information Act must be made in writing and should clearly specify the information being requested. You should include your full name and contact details so we can process your request. The easiest way to submit a request is by email, but we also accept requests by post.
We aim to respond to FOI requests within 20 working days. In some cases, where the request is complex or requires additional clarification, we may need more time, but we will keep you informed of any delays. Some information may be exempt from disclosure under the Act if it is commercially sensitive, legally protected, or confidential. If this applies, we will explain why certain information cannot be released.
To submit a Freedom of Information request, please contact:
By Email: hiowicb-hsi.thebaymedical@nhs.net
By Post:
Freedom of Information Officer
The Bay Medical Practice, Broadway, Sandown, Isle of Wight, PO36 9GA
For more details on the Freedom of Information Act and your rights, you can visit the Information Commissioner’s Office (ICO) website at www.ico.org.uk.
If you have any questions about submitting an FOI request or need further guidance, please contact the practice reception team.
