Opening Times

Monday 8am-6.30pm
Tuesday 8am-6.30pm
Wednesday 8am-6.30pm
Thursday 8am-1pm
Friday 8am-6.30pm

Welcome to High Road Family Doctors

For those of you who are experiencing difficulty in getting through to the Surgery or feel that you are not offered an appointment as soon as you would like, we are listening to your comments and advise as follows:



Each Doctor when on duty has 10 appointments in the morning and 10 appointments in the afternoon.  These are made up of a mixture of the following

  • urgent “on the day” slots
  • pre-bookable appointments
  • slots that Nurses book into
  • slots for Doctors to book into for patients they are concerned about
  • slots for patients with Long Term Conditions  

A Doctor also has to deal with all Pathology results, Referrals, Clinic letters, Prescription queries and Tasks from the multi-disciplinary team members.  All of this has to be dealt with daily, when the Doctor is not seeing patients. 



Our Nurses have a mixture of book on day appointments and pre-bookable appointments.  Each Nurse has their own speciality:

·      one is more for Diabetes / Mental Health concerns / Female concerns e.g. Menopause

·      and the other is our Respiratory Nurse, e.g. Asthma, COPD, breathing issues.

They both deal with all other routine Nurse appointments too. 

We have a Health Care Assistant who deals with routine Nurse appointments.  All 3 of the team will see up to 15-20 patients morning AND afternoon during each of their shifts.  They also have to deal with queries from staff/patients, print blood test forms, assess readings patients have supplied for them, Referrals, Clinic letters, Audits and some prescription queries.



Our Reception/Admin Team work non-stop during their shifts, taking continuous phones calls, queries from patients which may then need to be passed to another staff member.  They deal with all admin duties too, including completing referrals from a Clinician, making referrals that are within their scope, completing all repeat prescription requests, dealing with tasks from Clinicians, making calls, texts, letters to patients, inviting patients for screening clinics, scanning all documents on to patient records – the list is endless.


Therefore, as I hope you will appreciate, the working day is extremely long and everyone is working as hard as they possibly can to accommodate as many of our 4000 patients every day of the working week.


We appreciate how upset and frustrated you may feel at times, but please bear in mind  just how hard we are all working and trying our very best to care for you, our patients.


Thank you for reading.  




So, until this is confirmed, please continue to:

- wear your mask in the surgery

- keep distance when in the surgery

- arrive no longer than five minutes before your appointment time

- avoid attending for routine care when you have covid

- tell us if you have covid symptoms or are covid appointments when you have an appointment


That way we can keep all patients safe - including those who cannot be vaccinated or whose immune systems are compromised/weak.




With immediate effect, all patients who book a face to face appointment with one of our Clinicians, will be asked to confirm that they have carried out a Lateral Flow Test and that the result is negative. This is to ensure the safety of both our patients and staff and to mitigate infection for all concerned.








walk-in coronavirus (COVID-19) vaccination site finder






Age 12 and over Covid Pass

Get your NHS COVID Pass letter - NHS (




I am pleased to announce that from 21st June 2021 High Road Surgery will be re-opening our door for patients. If you have a Face to Face appointment with a Doctor or Nurse, are collecting a form or a letter or are dropping in a sample or a prescription request, you will be able to enter the front door without using the doorbell. Only 3 patients will be allowed in at a time to ensure the safety of both patients and staff. For patients wishing to book an appointment or for a general query, please continue to telephone Reception or send an email. We are extremely busy at the moment trying to accommodate your requests for appointments, prescriptions etc., please be patient with our Reception staff as they are working as quickly as they can to help you all. Please be kind and courteous to them all at all times. Thank you for your continued support. 

Jill Lewis Practice Manager


When you phone or go online, you will be asked to provide some information about your healthcare need. This will help the practice healthcare team assess the most appropriate way to provide your care, which may include a face-to-face consultation and ensure it is provided by the most appropriate person. Face-to-face appointments are available to all patients where there is a clinical need.   Online consultation requests for non-urgent help can be made at any time. They will be responded to as soon as possible, usually within two working days.  


Alternatively, visit the local pharmacy for clinical advice on minor health concerns.  


For urgent issues or out of hours, you can also call the NHS on 111 or go online to seek NHS advice 


Appointments are being delivered face-to-face, by telephone, or using video calls and messaging to your mobile or computer – the practice team will assess what is most appropriate for you and if you have a preference you can discuss this with them.  


Attending a face-to-face appointment If you are asked to come into the surgery for a face-to-face appointment, please remember to wear a face covering. Measures are in place to keep you safe from infection during your visit to the surgery. If you have a disability or condition which means you cannot wear a face covering or cannot communicate with someone who is wearing a face mask, or require other adjustments before your appointment, please let the surgery know ahead of your arrival.  


COVID-19 Vaccination The NHS is currently vaccinating those people who experts have agreed will benefit from it the most. A vaccination programme of this size and scale will still take some time to complete. Please be assured that everyone who needs the vaccine will be offered it. The NHS will be in touch with you when it is your turn to be vaccinated. Please don’t call us before you are invited. In the meantime, you can get information about the COVID-19 Vaccination online at 


Infection prevention control guidelines to remain in place The highest priority for the NHS remains the safety of staff, patients and visitors. While COVID restrictions will end in many settings in England from 19 July, everyone accessing or visiting healthcare settings must continue to wear a face covering (unless they are exempt) and follow social distancing rules. Public Health England’s infection prevention control guidelines and hospital visiting guidance are therefore set to remain in place for all staff and visitors and across all health services including hospitals, GP practices, dentists, optometrists and pharmacies to ensure patients and staff are protected. Read the infection prevention control guidance in full at:


Our staff are working extremely hard to provide services and care and we would like to thank our patients for your continued support. 



Why can't I get a prescription for an over-the-counter medicine?


A GP, nurse or pharmacist will generally not give you a prescription for over-the-counter (OTC) medicines for a range of minor health conditions.

This is because of government policy to reduce the amount of money the NHS spends on prescriptions for treating minor conditions that usually get better on their own.

Instead, OTC medicines are available to buy in a pharmacy or supermarket. Find your nearest pharmacy.

The team of health professionals at your local pharmacy can offer help and clinical advice to manage minor health concerns. If your symptoms suggest it's more serious, they'll ensure you get the care you need.

You can buy OTC medicines for any of these conditions:

  • acute sore throat
  • minor burns and scalds
  • conjunctivitis
  • mild cystitis
  • coughs, colds and nasal congestion
  • mild dry skin
  • cradle cap
  • mild irritant dermatitis
  • dandruff
  • mild to moderate hay fever
  • diarrhoea (adults)
  • dry eyes and sore tired eyes
  • mouth ulcers
  • earwax
  • nappy rash
  • excessive sweating
  • infant colic
  • sunburn
  • infrequent cold sores of the lip
  • sun protection
  • infrequent constipation
  • teething or mild toothache
  • infrequent migraine
  • threadworms
  • insect bites and stings
  • travel sickness
  • mild acne
  • warts and verrucas
  • haemorrhoids (piles)
  • oral thrush
  • head lice
  • prevention of tooth decay
  • indigestion and heartburn
  • ringworm or athlete's foot
  • minor pain, discomfort and fever (such as aches and sprains, headache, period pain, and back pain)

For information on how these conditions are treated, look up your condition in the health A to Z.


In some cases, you can still get prescriptions for medicines used to treat these conditions.

You may still be prescribed a medicine for a condition on the list if:

  • you need treatment for a long-term condition, for example regular pain relief for chronic arthritis or inflammatory bowel disease
  • you need treatment for more complex forms of minor illnesses, for example migraines that are very bad and where OTC medicines do not work
  • you need an OTC medicine to treat a side effect of a prescription medicine or symptom of another illness, such as constipation when taking certain painkillers
  • the medicine has a licence that does not allow the product to be sold to certain groups of patients. This could include babies, children or women who are pregnant or breastfeeding
  • the person prescribing thinks that a patient cannot treat themselves, for example because of mental health problems

Probiotics, vitamins and minerals

GPs, nurses or pharmacists will also generally no longer prescribe probiotics or some vitamins and minerals. You can get the vitamins and minerals you need from eating a healthy, varied and balanced diet, or buy them at a pharmacy or supermarket.

Why has the NHS reduced these prescriptions?

Before these changes in 2018, the NHS spent around £569 million a year on prescriptions for medicines that can be bought from a pharmacy or supermarket, such as paracetamol.

By reducing the amount it spends on OTC medicines, the NHS can give priority to treatments for people with more serious conditions, such as cancer, diabetes and mental health problems.








Local Essex COVID-19 Vaccination Programme website




High Road Family Doctors is part of  Benfleet PCN 

Other Surgeries include

Essex Way Surgery, PA Patel Hart Road, The Hollies

Dr. Khan & Partners and St. Georges Medical Practice 





The NHS has introduced a new system for people needing urgent medical care when it is not a "life or limb threatening" 999 emergency.  If you have an urgent medical probloem or you're not sure what to do, just call NHS 111 first and they'll make sure you get to the best place for you to be seen safely and quickly.

In Mid and South Essex our NHS 111 team has access to clinical experts and if you need to visit the Emergency Department (A & E) they can book you a time slot when you should attend.  They'll also let the hospital know when you're coming.  This means you could avoid a lengthy wait in the waiting room and be seen more quickly.

Calling NHS 111 first could mean some people do not need to visit A&E at all.  Their needs could be met by visiting a pharmacy or arranging an appointment at their GP practice.  The NHS 111 team will advise on the right thing to do.

And if you've arrived at the Emergency Department without contacting NHS 111 first, you will still be seen, but may have to wait longer unless you need immedicate care.



Please follow this link for guidance as to how GP Surgeries are currently working to meet patient needs






Welcome to the Health and Care Video Library Resource Hub

Please click on the link above to access over 600 videos to help manage your medical conditions



We are now using Doctorlink, sign-up to book your appointments online 24/7 and access other services at your GP Practice. With Doctorlink you can check your symptoms, book appointments, request fit/sick notes and request repeat prescriptions.

Sign-up is simple,To join go to



My Care Record enables health and care professionals to access the information they need to look after you, even if they work for different organisations or in different locations.

Please use this link to access MyCareRecord Website


Do you have COPD, Asthma,

Diabetes or a Heart condition?


We have the perfect app to help you manage your

medical condition 

Please click here to register

Now available free of charge for a lifetime!

Contact your local Digital Health Adviser and they will set

up your account and support you to get going TODAY

Your Digital Health Adviser is: Rebecca Carvell or call: 07873838142





Information and Advice


Please see the following website for further information and guidance






We Are With You Service – confidential advice and support about drinking


With You has launched an Over 50s Alcohol Helpline which provides advice and support to individuals aged over 50, concerned others, and professionals, who are worried about their own or someone else’s drinking.  

The Over 50s Alcohol Helpline now offers an enhanced service for individuals who are considering making changes to their alcohol use.  The enhanced service provision offers callers up to 4 additional appointments, during which time Helpline alcohol advisors use evidenced-based interventions to support callers to achieve their goals. 

0808 8010750

The Practice's website uses cookies if applicable, see Policy attached /admin/resources/cookies-policy.doc




Due to the ongoing spread of coronavirus, we are making changes to the appointments system with immediate effect. This to protect YOU - our patients, and our staff.

1. All patients requesting assessment by a GP, after having attempted self-care measures and consulted their pharmacist should call the surgery to explain your problem.  We will no longer be booking appointments face to face at reception. Your case will be triaged by a doctor or nurse , and if necessary, a clinician will phone you back the same day for assessment and advice, or offer you a face to face appointment at the surgery.

2. We are suspending the ability (whether online or by phone) to make face to face appointments in advance with a doctor or nurse, unless your problem has been triaged as above. After having assessed your case, if the doctor or Nurse feels a follow-up appointment is required, they will make one for you.

Frequently asked questions (FAQ)

Why are you taking making these changes?

The national advice is for anyone who suspects they may be at risk of coronavirus to stay at home, complete the online coronavirus advice tool ( or call 111.

Despite this advice, some of these patients are still coming to the surgery, putting all other patients and our staff at risk.

The UK government has asked GP practices to triage all face to face appointments over the phone first to minimise the risk of spreading the infection.

I want to see a doctor, what should I do?

Call the surgery to explain your problem.  The doctor will review your concern and decide the most appropriate action – either by speaking to you on the phone, or offering you a face to face appointment.

What should I do if I am ill? Or if a family member is ill?

If you or a family member have an emergency health problem such as signs of a heart attack, stroke, severe difficulty breathing, heavy bleeding that won’t stop or severe injuries then call 999 or go to A&E. For children, this includes severe drowsiness, severe infections, a first fit, or swallowing something they should not have.

For anything else, review the NHS Choices self-help website, speak to your local pharmacist for advice or call NHS 111 which is available 24/7 for advice too. If you feel you need advice or treatment from your GP, see point 1 above –call the surgery.

What will happen if I just turn up at the surgery?

If you turn up in person at the surgery without a pre-booked appointment that has been triaged, you will be asked to go home and referred to point 1 above.

What about home visits?

For patients that are truly housebound and cannot come to the surgery, a Clinician will phone first to understand the problem, and visit if required.

Appointments at the Surgery

If you have been triaged by a Doctor or Nurse over the telephone, you may be asked to come to be seen in person at the Surgery.  We are only allowing limited amount of patients in at a time and we would ask that you come alone whenever possible. The Clinician will be wearing full PPE and we ask that you please wear a face covering when attending your appointment.

Isolation Notes

A digital isolation note is now available to provide patients with evidence for their employers that they have been advised to self-isolate due to coronavirus, either because they have symptoms or they live with someone with symptoms, and so cannot work. After answering a few questions, an isolation note will be emailed to the user. Access the notes via the NHS website and NHS 111 online


Please note the Surgery will not be providing any letters for Employers or Schools with regard to Employees or Children refraining from or returning to work or school. Employees need to have a discussion with their Employer regarding their employment.  Any patient who has been advised to shield, will have received a Shielding letter and this can be given to employers/schools if necessary.



Click below for advice and guidance from the Royal College for Paediatrics and Child Health for parents if their child becomes unwell during the Covid-19 pandemic.

We have worked together with Mid and South Essex Hospital trust to develop a video explaining why it's still important to bring your child to hospital or to see a GP if they are unwell,1039,KU6R7,3IHO,1



Public Health England have provided some guidance on looking after mental health and wellbeing during the COVID-19 pandemic

If you  feel distressed, anxious or low in response to the COVID-19 outbreak, Every Mind Matters has resources on mental wellbeing; NHS.UK has information on stress, anxiety, depression, and wellbeing, and where to get urgent or emergency help for mental health needs.

The Government has provided advice on employment and financial support on their website:


Your Covid Recovery is a new NHS website designed to help people recover from the long-term effects of COVID-19 and support them to manage their recovery. It includes information from rehabilitation experts about how to manage ongoing symptoms and health needs at home, and signposts to sources of support


Government Support

The government have launched a new website for patients to use in finding out what help they can get if affected by coronavirus. This service is available to all patients who are seeking advice and guidance on the topics such as:

  • feeling unsafe
  • going in to work
  • paying bills or being unemployed
  • getting food
  • having somewhere to live
  • mental health and wellbeing

Covid-19 adult social care action plan

The government have published the adult social care action plan on how they will support the adult social care sector in England throughout the coronavirus outbreak.


Remember, it is vital that if you suspect you may have been exposed to coronavirus, you stay at home and call 111. If you are asked questions about your travel history, it is vital that you answer truthfully. This is to protect yourselves, the public and all our healthcare staff.


The NHS in England and Public Health England (PHE) are well prepared for outbreaks of new infectious diseases. The NHS has put in place measures to ensure the safety of all patients and NHS staff while also ensuring services are available to the public as normal.
The latest information on symptoms of coronavirus infection  can be found on
NHS 111 has an ONLINE coronavirus service that can tell you if you need medical help and advise you what to do.  Please DO NOT CALL 111 as they are experiencing very high call volumes


This practice is supporting vital coronavirus (COVID-19) planning and research by sharing your data with NHS Digital. For more information about this see:


We thank you for your patience and understanding during this time. We are working hard to protect our patients and staff whilst always striving to provide high quality care.

Dr. Carlos Volkmar

Senior GP

Mrs. Jill Lewis

Practice Manager

24th June 2021


Healthwatch Essex is an independent voice for the people of Castle Point, Basildon & Brentwood.  They gather and represent your views about health and care services in the county to help improve them.  They are also there to provide advice and information about health and social care services locally.  Please go to


The aim of this practice is to offer our patients a high standard of professional care, and quality of service at all times. 

Prescription ordering and appointment booking can be made online using the links to the left.

Please note: You must register first before you can use these services.



We are upgrading to the next phase of the Electronic Prescription Service (EPS) which will mean that almost all our prescriptions will be processed electronically from 13th July 2020.

Electronic prescriptions help save the NHS money.

You will receive your prescriptions in the same way as you do now.

Read more about EPS on the NHS website.





Wi-Fi is available on site for the use of our visitor via third party provider as part of the NHS initiative.  The Practice has no access to data held or control over Wi-Fi.  Wi-Fi and password provided where terms and conditions apply.  See attached Policy /admin/resources/wifi-policy.docx



Opening Times
The Surgery is usually closed on the first Tuesday afternoon of each month along with all other local surgeries (except August and January) for training.




Your Information, Your Rights


Being transparent and providing accessible information to patients about how we will use your personal information is a key element of the Data Protection Act 2018 and the EU General Data Protection Regulations (GDPR). 

The following notice reminds you of your rights in respect of the above legislation and how your GP Practice will use your information for lawful purposes in order to deliver your care and the effective management of the local NHS system.

This notice reflects how we use information for:

  • The management of patient records;
  • Communication concerning your clinical, social and supported care;
  • Ensuring the quality of your care and the best clinical outcomes are achieved through clinical audit and retrospective review;
  • Participation in health and social care research; and
  • The management and clinical planning of services to ensure that appropriate care is in place for our patients today and in the future.

Data Controller

As your registered GP practice, we are the data controller for any personal data that we hold about you.

What information do we collect and use?

All personal data must be processed fairly and lawfully, whether is it received directly from you or from a third party in relation to the your care.

We will collect the following types of information from you or about you from a third party (provider organisation) engaged in the delivery of your care:

  • All Personal data’ meaning any information relating to an identifiable person who can be directly or indirectly identified from the data.  This includes, but is not limited to name, date of birth, full postcode, address, next of kin and [NHS number/HCN number/ CHI number];


‘Special category / sensitive data’ such as medical history including details of appointments and contact with you, medication, emergency appointments and admissions, clinical notes, treatments, results of investigations, supportive care arrangements, social care status, race, ethnic origin, genetics and sexual orientation.

How the NHS and care services use your information

Your healthcare records contain information about your health and any treatment or care you have received previously (e.g. from an acute hospital, GP surgery, community care provider, mental health care provider, walk-in centre, social services).  These records may be electronic, a paper record or a mixture of both.  We use a combination of technologies and working practices to ensure that we keep your information secure and confidential.

High Road Family Doctors is one of many practices working in the health and care system to improve care for patients and the public). 

Whenever you use a health or care service, such as attending Accident & Emergency or using Community Care services, important information about you is collected in a patient record for that service. Collecting this information helps to ensure you get the best possible care and treatment.

The information collected about you when you use these services can also be used and provided to other organisations for purposes beyond your individual care, for instance to help with:

•           improving the quality and standards of care provided

•           research into the development of new treatments

•           preventing illness and diseases

  • monitoring safety

•           planning services

This may only take place when there is a clear legal basis to use this information. All these uses help to provide better health and care for you, your family and future generations. Confidential patient information about your health and care is only used like this where allowed by law.

Most of the time, anonymised data is used for research and planning so that you cannot be identified in which case your confidential patient information isn’t needed.

You have a choice about whether you want your confidential patient information to be used in this way. If you are happy with this use of information you do not need to do anything. If you do choose to opt out your confidential patient information will still be used to support your individual care.

To find out more or to register your choice to opt out, please visit  On this web page you will:

  • See what is meant by confidential patient information
  • Find examples of when confidential patient information is used for individual care and examples of when it is used for purposes beyond individual care
  • Find out more about the benefits of sharing data
  • Understand more about who uses the data
  • Find out how your data is protected
  • Be able to access the system to view, set or change your opt-out setting
  • Find the contact telephone number if you want to know any more or to set/change your opt-out by phone
  • See the situations where the opt-out will not apply

You can also find out more about how patient information is used at: (which covers health and care research); and (which covers how and why patient information is used, the safeguards and how decisions are made)

You can change your mind about your choice at any time.

Data being used or shared for purposes beyond individual care does not include your data being shared with insurance companies or used for marketing purposes and data would only be used in this way with your specific agreement.

Health and care organisations have until 2020 to put systems and processes in place so they can be compliant with the national data opt-out and apply your choice to any confidential patient information they use or share for purposes beyond your individual care. Our organisation is currently compliant with the national data opt-out policy.

Why do we collect this information?

The NHS Act 2006 and the Health and Social Care Act 2012 invests statutory functions on GP Practices to promote and provide the health service in England, improve quality of services, reduce inequalities, conduct research, review performance of services and deliver education and training.  To do this we will need to process your information in accordance with current data protection legislation to:

  • Protect your vital interests;
  • Pursue our legitimate interests as a provider of medical care, particularly where the individual is a child or a vulnerable adult;
  • Perform tasks in the public’s interest;
  • Deliver preventative medicine, medical diagnosis, medical research; and
  • Manage the health and social care system and services.

How is the information collected?

Your information will be collected either electronically using secure NHS Mail or a secure electronic transferred over an NHS encrypted network connection.  In addition physical information will be sent to your practice.  This information will be retained within your GP’s electronic patient record or within your physical medical records.

Who will we share your information with?

In order to deliver and coordinate your health and social care, we may share information with the following organisations:

  • Local GP Practices in order to deliver extended primary care services
  • NHS Secondary Care, i.e. Hospitals
  • 111 and Out of Hours Service
  • Local Social Services and Community Care services
  • Voluntary Support Organisations commissioned to provide services by [Castle Point & Rochford CCG]

Your information will only be shared if it is appropriate for the provision of your care or required to satisfy our statutory function and legal obligations.

Your information will not be transferred outside of the European Union.

Whilst we might share your information with the above organisations, we may also receive information from them to ensure that your medical records are kept up to date and so that your GP can provide the appropriate care.

In addition we received data from NHS Digital (as directed by the Department of Health) such as the uptake of flu vaccinations and disease prevalence in order to assist us to improve “out of hospital care”.

How do we maintain the confidentiality of your records?

We are committed to protecting your privacy and will only use information that has been collected lawfully.  Every member of staff who works for an NHS organisation has a legal obligation to keep information about you confidential.  We maintain our duty of confidentiality by conducting annual training and awareness, ensuring access to personal data is limited to the appropriate staff and information is only shared with organisations and individuals that have a legitimate and legal basis for access.

Information is not held for longer than is necessary.   We will hold your information in accordance with the Records Management Code of Practice for Health and Social Care 2016.

Consent and Objections

Do I need to give my consent?

The GDPR sets a high standard for consent.  Consent means offering people genuine choice and control over how their data is used. When consent is used properly, it helps you build trust and enhance your reputation.  However consent is only one potential lawful basis for processing information.  Therefore your GP practice may not need to seek your explicit consent for every instance of processing and sharing your information, on the condition that the processing is carried out in accordance with this notice.  Your GP Practice will contact you if they are required to share your information for any other purpose which is not mentioned within this notice.  Your consent will be documented within your electronic patient record.

What will happen if I withhold my consent or raise an objection?

You have the right to write to withdraw your consent to any time for any particular instance of processing, provided consent is the legal basis for the processing.  Please contact your GP Practice for further information and to raise your objection.

Health Risk Screening / Risk Stratification

Health Risk Screening or Risk Stratification is a process that helps your GP to determine whether you are at risk of an unplanned admission or deterioration in health.  By using selected information such as age, gender, NHS number, diagnosis, existing long term condition(s), medication history, patterns of hospital attendances, admissions and periods of access to community care your GP will be able to judge if you are likely to need more support and care from time to time, or if the right services are in place to support the local population’s needs.

To summarise Risk Stratification is used in the NHS to:

  • Help decide if a patient is at a greater risk of suffering from a particular condition;
  • Prevent an emergency admission;
  • Identify if a patient needs medical help to prevent a health condition from getting worse; and/or
  • Review and amend provision of current health and social care services.

Your GP will use computer based algorithms or calculations to identify their registered patients who are at most risk, with support from the local Commissioning Support Unit and/or a third party accredited Risk Stratification provider.  The risk stratification contracts are arranged by [Castle Point & Rochford  CCG] in accordance with the current Section 251 Agreement. Neither the CSU nor your local CCG will at any time have access to your personal or confidential data.  They will only act on behalf of your GP to organise the risk stratification service with appropriate contractual technical and security measures in place.

Your GP will routinely conduct the risk stratification process outside of your GP appointment.  This process is conducted electronically and without human intervention.  The resulting report is then reviewed by a multidisciplinary team of staff within the Practice.  This may result in contact being made with you if alterations to the provision of your care are identified.

[A Section 251 Agreement is where the Secretary of State for Health and Social Care has granted permission for personal data to be used for the purposes of risk stratification, in acknowledgement that it would overburden the NHS to conduct manual reviews of all patient registers held by individual providers.]

As mentioned above, you have the right to object to your information being used in this way.  However you should be aware that your objection may have a negative impact on the timely and proactive provision of your direct care.  Please contact the Practice Manager to discuss how disclosure of your personal data can be limited.

Sharing of Electronic Patient Records within the NHS

Electronic patient records are kept in most places where you receive healthcare.  Our local electronic systems (such as SystmOne, EMIS and Eclipse) enables your record to be shared with organisations involved in your direct care, such as:

  • GP practices
  • Community services such as district nurses, rehabilitation services, telehealth and out of hospital services.
  • Child health services that undertake routine treatment or health screening
  • Urgent care organisations, minor injury units or out of hours services
  • Community hospitals
  • Palliative care hospitals
  • Care Homes
  • Mental Health Trusts
  • Hospitals
  • Social Care organisations
  • Pharmacies

In addition, NHS England have implemented the Summary Care Record which contains information including medication you are taking and any bad reactions to medication that you have had in the past.

In most cases, particularly for patients with complex conditions and care arrangements, the shared electronic health record plays a vital role in delivering the best care and a coordinated response, taking into account all aspects of a person’s physical and mental health.  Many patients are understandably not able to provide a full account of their care, or may not be in a position to do so.  The shared record means patients do not have to repeat their medical history at every care setting.

Your record will be automatically setup to be shared with the organisations listed above, however you have the right to ask your GP to disable this function or restrict access to specific elements of your record.  This will mean that the information recorded by your GP will not be visible at any other care setting. 

You can also reinstate your consent at any time by giving your permission to override your previous dissent. 

Invoice Validation

If you have received treatment within the NHS, the local Commissioning Support Unit (CSU) may require access to your personal information to determine which Clinical Commissioning Group is responsible for payment for the treatment or procedures you have received.  Information such as your name, address, date of treatment and associated treatment code may be passed onto the CSU to enable them to process the bill.  These details are held in a secure environment and kept confidential.  This information is only used to validate invoices in accordance with the current Section 251 Agreement, and will not be shared for any further commissioning purposes.

Your Right of Access to Your Records

The Data Protection Act and General Data Protection Regulations allows you to find out what information is held about you including information held within your medical records, either in electronic or physical format.  This is known as the “right of subject access”.  If you would like to have access to all or part of your records, you can make a request in writing to the organisation that you believe holds your information.  This can be your GP, or a provider that is or has delivered your treatment and care.  You should however be aware that some details within your health records may be exempt from disclosure, however this will in the interests of your wellbeing or to protect the identity of a third party.  If you would like access to your GP record please submit your request in writing to:

The Practice Manager

High Road Family Doctors, 119 High Road, Benfleet, Essex,  SS7 5LN


In the event that your feel your GP Practice has not complied with the current data protection legislation, either in responding to your request or in our general processing of your personal information, you should raise your concerns in the first instance in writing to the Practice Manager at:

High Road Family Doctors, 119 High Road, Benfleet, Essex,  SS7 5LN

If you remain dissatisfied with our response you can contact the Parliamentary Health Service Ombudsman.  The Ombudsman is independent of government and the NHS.  The service is confidential and free of charge.  There are time limits for taking a complaint to the Ombudsman although this can be waived if there is good reason to do so.  If you have questions about whether the Ombudsman will be able to help you, or about how to make a complaint, you can contact their helpline on 0345 015 4033, email or fax 0300 061 400. Further information about the ombudsman is available at


Privacy Information Leaflet For Children


Practice Details

High Road Family Doctors

Data Protection Officer

Jill Lewis


What is a privacy notice?

A privacy notice helps your doctor’s surgery tell you how it uses information it has about you, like your name, address, date of birth and all of the notes the doctor or nurse makes about you in your healthcare record.


Why do we need one?

You doctor’s surgery needs a privacy notice to make sure it meets the legal requirements which are written in a new document called the General Data Protection Regulation (Or GDPR for short).


What is GDPR?

GDPR is a document that helps your doctor’s surgery keep the information about you secure.  It was introduced on the 25th May 2018, making sure that your doctor, nurse and any other staff at the practice follow the rules and keeps your information safe.


How do you know about our privacy notice?

At your surgery, we have posters in our waiting room and leaflets to give to children and adults and we also have lots of information about privacy on our website, telling you how we use the information we have about you.


What information do we collect about you?

Don’t worry; we only collect the information we need to help us keep you healthy – such as your name, address, information about your parents or guardians, records of appointments, visits, telephone calls, your health record, treatment and medicines, test results, X-rays and any other information to enable us to care for you.


How do we use your information?

Your information is taken to help us provide your care.  But we might need to share this information with other medical teams, such as hospitals, if you need to be seen by a special doctor or sent for an X-ray.  Your doctor’s surgery may be asked to help with exciting medical research; but don’t worry, we will ask you, or your parents or adults with parental responsibility, if it’s okay to share your information.


How do we keep your information private?

Well, your doctor’s surgery knows that it is very important to protect the information we have about you.  We make sure we follow rules that are written in the GDPR and other important rule books.


What if I’ve got a long-term medical problem?

If you have a long-term medical problem then we know it is important to make sure your information is shared with other healthcare workers to help them help you, making sure you get the care you need when you need it!


Don’t want to share?

All of our patients, no matter what their age, can say that they don’t want to share their information.  If you are under 16 this is something which your parents or adults with parental responsibility will have to decide.  They can get more information from a member of staff at the surgery, who can also explain what this means to you.


How do I access my records?

Remember we told you about the GDPR?  Well, if you want to see what is written about you, you have a right to access the information we hold about you, but you will need to complete a Subject Access Request (SAR).  Your parents or adults with parental responsibility will do this on your behalf if you are under 16.  But if are over 12, you may be classed as being competent and you may be able to do this yourself.  Please write in to the Practice Manager to request this and you will be given further information on how this process works, (or ask your parents or adults with parental responsibility to do so).


What do I do if I have a question?

If you have any questions, ask a member of the surgery team or your parents or adults with parental responsibility.  You can:

  1. Contact the practice’s data controller via email at GP Practices are data controllers for the data they hold about their patients.
  2. Write to the data controller at High Road Family Doctors, 119 High Road, Benfleet, Essex.  SS7 5LN
  3. Ask to speak to the practice manager Jill Lewis
  4. The Data Protection Officer (DPO) for our practice is Jill Lewis


What to do if you are not happy about how we manage your information

We really want to make sure you are happy, but we understand that sometimes things can go wrong.  If you or your parents or adults with parental responsibility are unhappy with any part of our data processing methods, you can complain.  For more information, visit and select ‘Raising a concern’.

We always make sure the information we give you is up to date.  Any updates will be published on our website, in our newsletter and leaflets, and on our posters.  This policy will be reviewed annually.

                                                                             Image result for cartoon children holding hands




All the Doctors and Nurses attend regular training to supplement their clinical knowledge - both for upddating existing guidelines and learning about new treatments and "best practices".
Heather Cannon is qualified as a Nurse Mentor for student nurses who are placed at the Surgery from time to time. Patient consent will be requested if a student is present during any consultation.


Try the new NHS App

If you’re a patient at our practice you can now use the new NHS App, a simple and secure way to access a range of NHS services on your smartphone or tablet.

You can use the NHS App to check your symptoms and get instant advice, book appointments, order repeat prescriptions, view your GP medical record and more.

If you already use [insert name of GP online service available at practice] you can continue to use it. You can use the NHS App as well.

For more information go to'

(You might also need to review existing website content to make sure it covers the different options patients have to connect with online services.)