Have Your Say: Practice Policies and Guidance

Confidentiality & Medical Records

The 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.

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 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.

Kingsmead Data Protection Policy 2022-23

Kingsmead Data Security Policy 2022-23

Kingsmead Data Protection Policy II 2022-23

Data Protection Impact Assessment DPIA Protocol 2022-23

Kingsmead Healthcare Records Retention Policy 2022-23

How to Access Patient Records of Deceased Patients

Accessible Information Standard


We 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 (the Complaints Officer) who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception and online (see below).

Making a Complaint about NHs Service

Guidance on Making A Complaint for NHS Services

Complaints Form Kingsmead Healthcare 2021 Word Format

Complaints Form Kingsmead Healthcare 2021 PDF Format

HealthWatch Hackney: GP Complaints Charter Poster

HealthWatch Hackney: GP Complaints Charter Booklet


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.

Patient Access and NHS Login

  • NHS login is now available for patients registering for Patient Access. Patients will be able to register online, then verify their identity online rather than attending at the practice with ID.
  • Existing Patient Access users can also use NHS login to access their account and if they move practice.
  • More information is available at Patient Access Support Site.

NHS Login

The NHS App will use NHS login (Citizen Identity) to verify the identity of those requesting access to digital health records and services online. Essentially, patients can register online and verify their identity online, rather than attending at the practice with ID. This is done through a secure NHS Digital portal with a support team dealing with any issues or administration.


  • The patients get online access more quickly and without the need to travel to their practice.
  • The practice will no longer have to check and record ID to complete online user accounts.

The online user account will be created, the identity verification will automatically be populated and the account status becomes 'Live'.

At this stage the patient will have access to the following services, but access can be edited in Online users if required.

  • Appointments.
  • Repeat prescriptions.
  • Demographics.
  • Core summary care record.

The Identity verification screen in Online users 

The entry in Identity verification will appear as Citizen Identity and cannot be edited or deleted. Further identity (vouching or document) can be added if required, but is not required to complete the registration.

If a patient has problems with using the identification process, or does not provide sufficient information to verify their identity online, they can still attend at the practice (with ID) and be registered. A PIN document can be issued as normal. If the online application has been unsuccessful, an account will not have been created in EMIS Web.


NHS Digital have introduced their own app which will give patients further choice when selecting a service provider for online services. The NHS App will be available to patients at EMIS Web practices who are aged 13 years and over.

The service is in addition to Patient Access, and the other available service providers, not as a replacement. For more information, please click NHS App link. For any queries on the app, contact enquiries@nhsdigital.nhs.uk