Underwood Surgery

139 St. George's Road, Cheltenham GL50 3EQ


We are required to implement and publish a number of policies. The Care Quality Commission and the Primary Care Trust from time to time inspect us. Our main polices are listed below.


Consent for a non-intimate examination, such as taking blood pressure, is generally implied. This means permission will not be sought.

Consent for an intimate examination requires expressed (verbal) consent. This means permission will be sought.

Consent for a minor operation requires written consent. You will be counselled so that informed consent is obtained.

Consent for Children's Treatment (Under the Age of 16)

Where it is considered appropriate by parents, or where an adolescent does not wish the presence of an adult, a child may give the legal consent to their own treatment.

Under these circumstances, the clinician must be satisfied that the child has a full understanding of the advice and treatment being provided.

At 14 years of age the surgery disables parent's access to the Systmonline account unless further consent is given in case a child wants contact the surgery anonymously.

At 14 years of age the surgery disables children's automatic text reminders unless further consent is given in case a child wants to contact the surgery anonymously.


Our Practice is committed to providing a safe, comfortable environment where patients and staff can be confident that best practice is being followed at all times and the safety of everyone is of paramount importance. All patients are entitled to have a chaperone present for any consultation, examination or procedure where they feel one is required. This chaperone may be a family member or friend.

On occasions you may prefer a formal chaperone to be present.

Your healthcare professional may also require a chaperone to be present for certain consultations in accordance with our chaperone policy.

If you wish to have a member of the Practice staff present during your consultation please mention this to our Reception Staff when booking your appointment, or to the doctor at your consultation, and it will be arranged.

Breast Feeding

The Surgery tries to provide breast feeding facilities. We are short of space downstairs but if possible we will provide an empty clinical room. Upstairs however, we have a quiet room with a comfortable sofa. Please ask one of our receptionists if you need a quiet private area to breast feed.

Equality, Diversity and Human Rights

The Practice aims to promote equality and diversity and value the benefits this brings. It is our aim to ensure that all staff feel valued and have a fair and equitable quality of working life.

The Practice is committed to the principles contained in the Human Rights Act. We aim to ensure that our employment policies protect the rights and interests of our staff and ensure that they are treated in a fair, dignified and equitable way when employed at the Practice.

Comments and Complaints

We welcome your views and constructive suggestions which will help us improve our service to you. There is a suggestion / comments box located at the front entrance for this purpose. Please click here for details:

General Data Protection Regulations 2018


What information is an individual entitled to under the GDPR?

Under the GDPR, individuals have the right to obtain:

  • confirmation that their data is being processed;
  • access to their personal data; and
  • other supplementary information – this largely corresponds to the information that should be provided in a privacy notice.

What is the purpose of the right of access under GDPR?

The GDPR clarifies that the reason for allowing individuals to access their personal data is so that they are aware of and can verify the lawfulness of the processing.

Can GP surgery charge a fee for dealing with a subject access request?

The Practice must provide a copy of the information free of charge. However, a ‘reasonable fee’ can be charged when a request is manifestly unfounded or excessive, particularly if it is repetitive. A reasonable fee can be charged to comply with requests for further copies of the same information. This does not mean that the surgery can charge for all subsequent access requests.The fee must be based on the administrative cost of providing the information.

How long does the Surgery have to comply?

Information must be provided without delay and at the latest within one month of receipt.The surgery will be able to extend the period of compliance by a further two months where requests are complex or numerous. If this is the case, the surgery must inform the individual within one month of the receipt of the request and explain why the extension is necessary.

What if the request is manifestly unfounded or excessive?

Where requests are manifestly unfounded or excessive, in particular because they are repetitive, the surgery can:

  • charge a reasonable fee taking into account the administrative costs of providing the information; or
  • refuse to respond.

Where the surgery refuses to respond to a request, it must explain why to the individual, informing them of their right to complain to the supervisory authority and to a judicial remedy without undue delay and at the latest within one month.

How should the information be provided?

The surgery must verify the identity of the person making the request, using ‘reasonable means’.If the request is made electronically, it should provide the information in a commonly used electronic format.

What about requests for large amounts of personal data?

Where the surgery processes a large quantity of information about an individual, the GDPR permits the practice to ask the individual to specify the information the request relates to.The GDPR does not include an exemption for requests that relate to large amounts of data, but you may be able to consider whether the request is manifestly unfounded or excessive.

Please request in writing to the Practice Manager using the form below:

If the request is to view vaccinations then please request in writing to the Practice Manager using the form below:

Freedom of Information (FOIA) 2018

The Freedom of Information (FOI) Act gives a general right of access to all types of recorded information held by public authorities. The Act sets out exemptions to that right and places certain obligations on public authorities.

For details of the practice scheme please click here:


The surgery Caldicott Lead is Doctor Mark Jackson. The surgery Data Protection Officer is Doctor Robin Hollands.

Your rights are protected as we are registered under the Data Protection Act 1998 (DPA)/GDPR. The Act provides a framework which governs the processing of information that identifies living individuals.

The NHS Confidentiality Code of Practice (COP) applies only to patient information.It incorporates the requirements of the DPA and other relevant legislation together with the recommendations of the Caldicott report and medical ethical considerations, in some cases extending statutory requirements and provides detailed specific guidance.

All staff in the Practice are bound contractually to maintain Patient confidentiality and any proven breach of this will be treated extremely seriously.

We respect your right to privacy and keep all your health information confidential and secure. Confidentiality also extends to Patients' family members. Medical information relating to you will not be divulged to a family member or anyone else, without your written consent.

As we are a computerised Practice, all our patient records are kept on computer and can assure patients of complete confidentiality.

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 possible advice and care. However, for the effective functioning of a multi-disciplinary team it is sometimes necessary that medical information about you is shared between members of the practice team.

We follow the guidance issued by the GMC in 'Confidentiality: Protecting and Providing Information' which explains circumstances in which information may be disclosed.

This information is only available to those involved in your care and you should never be asked for personal medical information by anyone not involved in your care.

You have a right to know what information we hold about you. If you would like to see your records, please speak to Fred Whalley, the practice manager.

Sharing your health care records

Your patient record will be held securely and confidentially on our electronic system.

If you require treatment in another NHS healthcare setting such as an Emergency Department or Improved Access Clinic, those treating you would be better able to give you appropriate care if some of the information from the GP practice were available to them.This information can now be shared electronically (with your permission) via:-

  • NHS Summary Care Record (SCR) -used nationally across England.
  • Joining Up Your Information (JUYI) -used locally across Gloucestershire.
  • Enhanced Data Sharing Module (eDSM) -used for Improved Access Clinics across Gloucestershire.

The information will be used only by authorised healthcare professionals directly involved in your care.Your permission will be asked each time before the information is accessed, unless the clinician is unable to ask you and there is a clinical reason for access. The doctors at Underwood Surgery recommend you consent to the sharing of information to ensure you receive the best possible care.

Parents, guardians or someone with power of attorney can ask for people in their care to be opted out, but ultimately it is the GP’s decision whether to share information, or not, because of their duty of care.

If you are caring for someone and feel that they are able to understand, then you should make the information about the different methods of sharing available to them.

Differences between the Gloucestershire Shared Record/Summary Care Records/Enhance Data Sharing Module


Gloucestershire shared health and social care information

Summary Care Record

Enhanced Data Sharing Module (eDSM)


Across Gloucestershire

Across health care settings, including urgent care, community care and outpatient departments

With GPs, and with NHS clinicians employed by Gloucestershire Hospitals NHS Foundation Trust, Gloucestershire Care Services NHS Trust (Community hospitals and community-based services, such as district nursing), 2gether NHS Foundation Trust (mental health services), South Western Ambulance Service NHS Foundation Trust.

Gloucestershire social care.

Across England

Across health care settings, including urgent care, community care and outpatient departments

With GPs, and with clinicians employed by any NHS Trust or organisation involved in your care across England

Across Gloucestershire

With GPs, and with clinicians contracted by GP Cluster.

Information source

GP record

Other medical records held by different NHS organisations in Gloucestershire

Gloucestershire.social care.

GP record

GP record


Your current medications

Any allergies you have

Any bad reactions you have had to medicines

Your medical history and diagnoses

Test results and X-ray reports

Your vaccination history

General health readings such as blood pressure

Your appointments, hospital admissions, GP out-of-hours attendances and ambulance calls

Care / management plans

Correspondence such as referral letters and discharge summaries.

Your current medications

Any allergies you have

Any bad reactions you have had to medicines

SCR with Additional information can be added (upon request to your GP practice) includes:

- Significant problems (past and present)

- Significant procedures (past and present)

- Anticipatory care information

- End of life care information – as per EOLC dataset ISB 1580

- Immunisations

Complete GP record


Sharing your anonymous health information

The Practice shares anonymous data about you with the NHS. This information includes information required for GP Contract monitoring and data required for local and national clinical audits eg National Diabetic Audit.

It is important that the NHS, can use this information to plan and improve services for all patients. The NHS would like to link information from all the different places where you receive care, such as your GP, hospital and community service, to help provide a full picture. This will allow the NHS to compare the care you received in one area against the care you received in another, so professionals can see what has worked best. Information such as your postcode and NHS number, but not your name, will be used to link your records in a secure system, so your identity is protected. Information which does not reveal your identity can then be used by others, such as researchers and those planning health services, to make sure we provide the best care possible for everyone. How your information is used and shared is controlled by law and strict rules are in place to protect your privacy.

You have the right to prevent confidential information about you from being shared or used for any purpose other than providing your care, except in special circumstances. If you do not want information that identifies you to be shared outside your GP practice, ask the practice in writing to make a note of this in your medical record. This will prevent your confidential information being used other than where necessary by law, (for example, if there is a public health emergency).

If you want to opt out of the above data sharing then please download this form, sign and return it to the Surgery


Sending appointment reminders and normal results by text.

Our receptionists may ask for verbal consent to use your mobile phone for texting..

The surgery encourages patients to allow us to use SysmOne to automatically send to your mobile phone appointment confirmations and an appointment reminder the day before your appointment. These reminders also contain a link to allow you to easily cancel the appointment.

We also you this service to remind you to make an appointment for a review with your doctor or one of the nurses.

Your doctor may send you normal results via text. However we prefer to write to you or speak to you if the results are significantly abnormal. Ask your GP to send your results via text or ask your GP to register your for detailed access to SystmOnline when you are arranging the test.

NHS Constitution

The NHS is founded on a common set of principles and values that bind together the communities and people it serves – patients and public – and the staff who work for it.

This Constitution establishes the principles and values of the NHS in England.

It sets out rights to which patients, public and staff are entitled, and pledges which the NHS is committed to achieve, together with responsibilities which the public, patients and staff owe to one another to ensure that the NHS operates fairly and effectively.

All NHS bodies and private and third sector providers supplying NHS services are required by law to take account of this Constitution in their decisions and actions.

The Constitution will be renewed every 10 years, with the involvement of the public, patients and staff.

Please download this file for more information:

Practice Charter

We have a Practice Charter which you can download below:


Patient Dignity and Respect Policy

We have a policy which includes:

  • The Practice will not under any circumstances, stereotype patients based on pre-formed, perceived opinions.
  • Offering the provision of a private discussion with a receptionist, if required.
  • A hearing loop is installed and operational at all times, and staff members are trained in its use.
  • Guide dogs are permitted in all parts of the building.

Violence Statement

Staff who treat patients have a right to work free from any form of threats, fear, abuse or violence. The GP practices in Gloucestershire have agreed a Zero Tolerance Policy. Depending on the level of the incident a patient who is verbally rude or mildly abusive may be sent a letter as a final warning. Any further incident will result in the patient being removed from the Practice list.

Following removal the patient may face police charges resulting from the incident and will not be seen by any local GP Practice. The patient will have to travel to Gloucester to the Vaughan Centre to receive any further GP services in secure conditions for healthcare staff and will not receive home visits.

Late For Surgery Policy

If a patient is more than 10 minutes late for an appointment then the automatic booking system will not work. If safe to do so the clinician may refuse to see you and you will have to re-book an appointment.

If there is a good reason why you are late or if your problem is urgent then the Surgery may agree to fit you into the GP's surgery, ask you to wait to the end of the surgery or see the 'On Call' GP.

The automatic system will not book you in more than 30 minutes before your appointment.

Collecting Controlled Drugs Policy

If a patient or a representative is collecting a controlled drug then you may be asked for proof of identity.