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Paddock Road Premises: Have Your Say!

Thank you for taking the time to complete our survey on our proposal for the use of Paddock Road Surgery building as a new Health Hub. Please click on the survey results tab to see the results.         

Thank you.

Practice Policies


We are fully computerised and are registered under the data protection act all personal details are kept in the strictest confidence. We have a strict confidentiality policy at the surgery and all staff respect this.


Zero Tolerance

Our Practice staff are here to help you.

Our aim is to be as polite and helpful as possible to all patients.

If you consider that you have been treated unfairly or inappropriately, please ask the reception staff to contact the manager or supervisor, who will be happy to address your concerns.

However, shouting and swearing at Practice staff will not be tolerated under any circumstances and patients who are abusive may be removed from the Practice List.

 Please help us to help you.

 Thank you


Making a complaint 

If you have any complaints or concerns about the service that you have received from the doctors or staff working for this practice, please let us know.

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned.  If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily.  If it is not possible to do that, please let us have details of your complaint: 

  • 12 months from the date on which the event / incident which is the subject of the complaint occurred; or
  • 12 months from the date on which the event / incident which is the subject of the complaint comes to the complainant's notice.
  • Complaints should normally be resolved within 6 months.
  • The practice will acknowledge receipt of complaints within 3 working days and will aim to respond fully within 10 working days.
  • If the practice is unable to respond within this timeframe it shall inform the complainant of the expected timeframe and the reasons for the delayan make your complaint: 

Please see full details on the practice complaints procedure by clicking on the link below to the Complaints and Comments Leaflet: 

Complaints and Comments Leaflet

What we shall do

Our complaints procedure is designed to make sure that we settle any complaints as quickly as possible.

The practice will acknowledge your complaint within three working days. The practice will aim to respond within ten working days, if we are unable to respond within this timeframe we will contact you to inform you of the reasons why.

When the practice looks into your complaint, it aims to:

  • Ascertain the full circumstances of the complaint.
  • Make arrangements for you to discuss the problem with those concerned, if you would like this.
  • Make sure you receive an apology, where this is appropriate. 
  • Identify what the practice can do to make sure the problem does not happen again. 

Complaining on behalf of someone else

Please note that Harleston Medical practice keeps strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, the practice needs to know that you have consent to do so. A completed, signed, third party complaint consent form will be required. These are available from reception and can be downloaded using the following link.

Third-Party Enquiry/Complaint Consent Form

What you can do next

The practice management team hope that if you have a problem you will use the practice Complaints Procedure 

However, if you feel you cannot raise your complaint with us, you can contact any of the following four bodies: 

Patient Advisory Liaison Service (PALS)

PALS provide a confidential service designed to help patients get the most from the NHS. PALS can tell you more about the NHS complaints procedure and may be able to help you resolve your complaint informally.

Telephone:01603 289036  Email:

NHS Complaints Advocacy Service

This is a national service that supports people who want to make a complaint about their NHS care or treatment.

Telephone: 0300 456 2370 Email:

NHS England

Telephone: 0300 311 22 33 Email:

NHS England, PO Box 16738, Redditch, B97 9PT

Contacting the Care Quality Commission

If you have a genuine concern about a staff member or regulated activity carried out by this practice then you can contact the Care Quality Commission on 03000 61 61 61, or alternatively visit the following website:


If you are not happy with the response from this practice, you can refer your complaint to the Parliamentary and Health Service Ombudsman who investigates complaints about the NHS in England.

Telephone: 0345 015 4033 Website: Textphone: 0300 061 4298


The Freedom of Information Act came into force on 1 January 2004. The Act deals with access to official information, while parallel regulations deal with environmental information.


The Act provides individuals or organisations with the right to request information held by a public authority. These requests must be made in writing, either by letter or by email. For the Harleston Medical practice letters should be sent to:- 


Maria Flood 

Practice manager

Harleston Medical practice

Bullock Fair Surgery

Bullock Fair Close


Norfolk IP20 9AT


In order to keep requests to a minimum the practice automatically publishes a wide range of information on its web-site. In the first instance please search for the information you are looking at on our website at


The details of our scheme are:


Information available from The Harleston Medical practice under the Freedom of Information Action mode publication scheme.


Information covered by this scheme is only about the primary, general or personal medical services we provide under contract to the National Health Service. 



Information to be published

How the information can

Be obtained

(eg, hard copy,  Website)


Class 1 – Who we are and what we do:


Doctors in the practice:


Dr Paul Cronin 

Dr Sanjay Singh

Dr Garfield Morrison




Contact details for the Practice:


Tel: 01379 853217/852213

Fax: 01379 854082

Web site address:





Opening hours

Monday 8.30am-6.30pm

Tuesday 8.30am-6.30pm

Wednesday 8.30am-6.00pm

Thursday 8.30am-6.30pm

Friday 8.30am-6.30pm

Out of Hours service – telephone calls are automatically redirected to the out of hours service



Other staffing details


Practice Manager

01379 853217


Further staff details are available on request from the Practice manager



Class 2 – What we spend and how we spend it:

Total cost to the PCT/LHB/HSSB of our contracted services:

Available on request from the Practice manager


Audit of NHS income

Available on request from the Practice manager




Class 3 – What our priorities are and how we are doing:

Plans for the development and provision of NHS services:

Please contact the Practice manager



Class 4 – How we make decisions:

Records of decisions made in the practice affecting the provision of NHS



Available on request





Class 5 – Our policies and procedures:

Policies and procedures about the employment of staff:

Available on request from the Practice manager


Internal instructions to staff and policies relating to the delivery of services:

Available on request from the Practice manager


Equality and diversity policy:


Available on request from the Practice manager


Health and Safety policy:


Available on request from the PracticeManager


Complaints procedures (including those covering requests for information and

Operating the publication scheme)

Please see our website, practice leaflet or reception


Records management policies (records retention, destruction and archive):

Available on request from the PracticeManager


Data protection policies:


Available on request from the Practice manager


Policies and procedures for handling requests for information:

Available on request from the Practice Manager


Patient’s charter


Please see our patient leaflet



Class 6 – Lists and Registers

Any publicly available register or list (if any are held this should be publicised; in most

circumstances existing access provision will suffice)


None held



Class 7 – The services we offer

The services provided under contract to the NHS


Please see our website / practice leaflet


Charges for any of these services


Please see our website / practice leaflet


Information leaflets

Please see our website or reception



Out of Hours arrangements


Please see our website or practice leaflet
































































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