27/29 Links Road, Portslade,
Brighton and Hove,
BN41 1XH

Practice Polices and Service Information

This section lists some of the most important Practice Policies and supporting service information. It is not practical to list all of the Practice policies on this website but please speak to our Practice Manager if you require details of our other policies.


It is helpful to know if you have a Carer (someone who takes on an unpaid caring role) or if you are a Carer for someone else. We have an established Carer's policy and a Carer's information pack available from Reception.

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The consultation that takes place between a patient and their Doctor/Nurse is private and confidential. Quite often an examination is required to help make a diagnosis. This may be straightforward or sometimes can be more personal or of a sensitive nature.

Under these circumstances your Doctor will normally seek your agreement to a Nurse or other staff member being present or, if a relative or friend has accompanied you to the Surgery, they may be able to act as a Chaperone if you wish.

If a chaperone is not offered but you would like someone to be present, do not be afraid to tell your doctor.

Procedures which are generally regarded as being of a sensitive nature are:

  • Cervical cytology
  • Gynaecological
  • Testicular
  • Breast Examination
  • Rectal Examination

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We are committed to providing our patients with services that are of a consistently high quality. However, even in the best run Practices occasionally things to not go as smoothly as we would like.

If at any time you feel that you need to make a formal complaint, we operate a Practice Based Complaints Procedure which fully complies with Department of Health requirements. Details of our procedure, together with a complaint form can be obtained from Reception or you may wish to contact the Practice Manager or speak to your usual Doctor.

Our aim is to investigate complaints both thoroughly and speedily. We will carefully listen to what you tell us, take appropriate action and inform you of the outcome of our investigations.

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Did Not Attend (DNA) Policy

These days, many patients complain that they cannot see a GP or Nurse quickly. Patients failing to attend appointments is a huge and avoidable waste of valuable GP and Nurse appointments. In the past 6 months over 90 hours of appointment time has been lost at Links Road due to patients who “did not attend”, this is equivalent to us losing a whole GP clinic every single week.

Please help us to avoid this by cancelling your appointment in good time (preferably 24 hours ahead) so that we may offer your appointment to another patient who needs it.

You can cancel your appointment in the following ways:

  • online via our appointments app
  • by replying CANCEL to your appointment reminder text
  • by phoning 01273 412585 (you may leave a message overnight)


  • On all occasions you will receive a text communication (if you have a mobile/smart phone)
  • The second time we will issue a “YELLOW CARD” letter to remind patients that in future they must cancel appointments if they are unable to attend.
  • After three failures to attend we will issue a “RED CARD” letter and review whether or not to continue your care at this surgery (and we may consider advising you to register with another surgery).

To avoid all of this please ensure that you cancel your appointment in good time (and an absolute minimum of an hour before the appointment time. Anything cancelled after this time could still count as a DNA).

GP or Nurse Running Late?

Patients are usually allocated a 10 minute appointment but this may overrun if a patient is acutely unwell. Please bear with your GP or Nurse if they are running late. Another common reason for this is when patients themselves turn up late. If you are running late please telephone us to advise us so that we may manage the waiting list. If you arrive or anticipate arriving more than 10 minutes late you will not normally be seen unless you are acutely unwell. If you are seen you may have to wait behind those already waiting, i.e. “out of turn”, patients are never seen on a first come first served basis. All of this ensures that we can do our best to keep our doctors and nurses on time.

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Reciprocal Charter

We offer a wide range of services and will always treat you with respect.

You have a right to receive medical care from a suitably qualified medical practitioner. This will usually be by appointment with your allocated or preferred doctor but may be with another Doctor or an alternative and appropriate professional such as a Nurse or Health Care Assistant.

We try to make sure that everyone is seen within 2 days and try to keep to time, but apologise if we occasionally run late.

You may request to be seen by a doctor of a specific gender or to have a chaperone pre- sent for intimate examinations although, on occasion, this may be by further appointment.

You have the right to refuse to be examined in the presence of a student.

Attending an appointment implies consent for examination or treatment. You may refuse this but a doctor may give essential treatment if a patient is considered to be incapable of understanding or giving consent.

You may be seen at home if you are unable to attend surgery for a particular reason. You may be asked about your circumstances and the doctor may decide that you should attend
the surgery instead.

Please help us to help you!

Please arrive on time and do not ask for urgent appointments for non-urgent problems

Please cancel appointments in advance if the problem has cleared or you cannot attend.

Please do not abuse telephone access to your doctor and keep telephone calls to the surgery to a minimum. Please do not telephone for test results or prescriptions.

Please follow the advice or guidance that you are given by your health care professional.

Please be considerate to the needs and feelings of other patients at the surgery.

Please treat all staff with respect and refrain from the use of abusive language or threatening behaviour. Violence or Abuse will not be tolerated and patients will be removed from the list if they behave in this way.

Complaints. We value suggestions and comments. Complaints Procedure.

Further information on patients rights and responsibilities can be found in the NHS Constitution for England.

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Zero Tolerance to Violence Policy

All practices, in line with government guidelines, have a 'Zero Tolerance to Violence' policy. This means that any violent or abusive behaviour or perceived threatening behaviour, whether verbal or otherwise to staff or members of the public on practice premises will not be tolerated. We can refuse to provide a service, report the incident to the Police and request that the patient and their family be removed from their Practice list.