Practice Policies

Can I ask for an interpreter or translator?

These services can be provided if /when sufficient notice is given. We do also make use of sign translate, an on line interpretation service.

Zero Tolerance Policy

The Practice supports the NHS zero tolerance campaign and advises patients, that any unprovoked verbal or physical abuse will be dealt with by immediate removal from the list.

Computer Records

Your registration details and medical notes that we make in surgery are held on our computer. We are registered under the Data Protection Act and no one outside the practice has access to data identifiable to you. If you wish to see your computer-held record, please write to our Practice Administrator.

Confidentiality Policy

The confidentiality of health records is considered of paramount importance by all the staff at Ivy Court Surgery. As a consequence, we regret that lay staff are unable to give details of patient’s or relative’s medical or personal details over the telephone or in person.

Please do not compromise the staff by insisting upon being given this information.

If you require details, please leave a message with the Patient Liaison Officers and a Doctor or Nurse will contact you with the details if he/she feels it is appropriate.

All staff working at Ivy Court, whether that is on permanent or temporary basis are bound by the principles of the Data Protection Act 1988.

Information Sharing

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 Local 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.

Telephone Calls

All telephone calls to and from Ivy Court Surgery are recorded for medico-legal purposes.

Chaperone Policy

Facilities are available on request for confidential discussion with any member of staff. The practice is committed to putting patients at their ease wherever possible and if you wish a chaperone to be present during your examination please do not hesitate to ask the Patient Liaison Officers.

Disabled Access

Our health centre has suitable access for disabled patients, and all the patient areas including waiting room, consulting rooms and some toilets have wheelchair access. A hearing loop is in place at the front reception desk.

A wheelchair is available at reception. Designated disabled parking spaces are located nearest to the entrance to the Health Centre.


Please direct complaints or comments (favourable or otherwise); regarding any aspect of the service to the relevant department head in the first instance, otherwise to the Practice Manager. An in-house complaints procedure is in place.

How do I obtain a sickness certificate for my employer etc?

A medical certificate is not necessary if you are ill for 7 days or less. If you are ill for more than 7 days, you will need to see the doctor for a certificate.

If you require a certificate in the first week of illness for employment or insurance purposes, please ask the doctor for a private one for which a fee is payable.

If I need to go to a local hospital where will I be sent?

This Practice refers most patients to the East Kent Hospital Trust, which has hospitals in Ashford, Folkestone, Dover, Canterbury and Margate.

You may be referred for specialist services to Maidstone and Tunbridge Wells or East Sussex hospitals in Eastbourne or Hastings.

However, under the Choose and Book initiative, increasing use is being made of local independent hospitals, but you may be referred elsewhere within the NHS.

Can I be referred to a private hospital?

If you are covered by health insurance, we are happy to refer you to a private hospital supported by your insurance company or if you are prepared to self fund the treatment.

Can I book Transport for a hospital appointment?

If you require hospital transport for any NHS Hospital in the East Kent area (including Ashford, Folkestone, Dover, Canterbury and Margate), please note that you need to ring: 01303 85 27 91

Their telephone lines are open from 09:00 to 16:00 (Monday to Friday)

Hospital Transport for follow-up appointments at other hospitals should normally be made at the time you make your follow-up appointment with the hospital concerned.

No hospital transport is available on the NHS for Private Hospital appointments.

Quality Policy Statement

Our aim is to provide the best possible primary healthcare to all our patients and to work with them to maintain or improve their state of physical and mental health.

We will do all we can to equal or better the high standards set out in our Practice Charter and all our staff will be offered appropriate training to help them achieve this objective.

Every member of the team will do their best to get things right first time.