Practice Policies

Violent Patients – Zero Tolerance

The NHS operates a Zero Tolerance Policy with regard to violence and abuse. We take seriously any threatening, abusive or violent behaviour against any of our staff or patients. If a patient is violent or abusive, they will be warned to stop their behaviour. If they persist, we may exercise our right to take action and have them removed from our list of patients. If the incident is particularly violent, patients may be removed immediately.

Complaints & Comments

Broadway medical Centre aims to give a friendly and professional service to all our patients. However, if you have any concerns or comments about any aspect of our service, please let us know. Suggestions can be passed directly to staff or posted in the suggestion box in reception.
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 ask that you let us know as soon as possible, because this will enable us to establish what happened more easily.

In Person – speak to whomever you feel most comfortable – all practice clinical, reception and admin staff will be happy to help.
In writing – some complaints may be easier to explain in writing. Please give as much information as you can and then send to the practice for the attention of the Practice Manager.

A leaflet explaining in more detail what we will do and what you can do next if you are not happy with our response is available in the practice.

Patients with particular needs

Our surgery is accessible to disabled patients and has suitable wheelchair access. We also have parking spaces outside our practice which are reserved for patients displaying a disabled sticker.

We can arrange interpretation and translation services for people who do not speak English. Please let us know if you need this service when booking an appointment.

Patient Confidentiality

We respect your right to privacy and the practice is committed to keeping all your health information confidential and secure. 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.

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.

A small number of records may be used for the following purposes:

  • Checking accuracy of notes
  • Planning care for the local population
  • Investigating complaints or legal claims
  • Staff training and development
  • Approved research
  • Audits by the CCG

Most information will be used in an anonymised form but in some cases identifiable information may be seen by qualified members of staff.
Where there are child protection or safeguarding children concerns, information may need to be shared with other agencies.
If you want your notes to be excluded from these quality checks, please inform the receptionist or Practice Manager.

Records Access

You have the right to know what information we hold about you. If you would like to see your records, please speak to the practice manager or reception staff who will be able to provide you with information on how to do this, and any charges that may be applicable.

Patient Rights & Responsibilities

You have a right to expect a high standard of care from our practice and we will try at all times to provide this to you.

In order to assist us in this we require that you take responsibility for ensuring that you do not abuse the service. For example, it is your responsibility to ensure that you keep appointments and follow medical advice given.

We aim to treat all our patients courteously at all times and expect our patients to treat our staff in a similarly respectful way.

Contact Details

Tel: 01922 622064
Fax: 01922 613554

Broadway Medical Centre
213 Broadway
West Midlands

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COVID-19 – Update 16 March 2020

Anyone with a "new, continuous" cough or high temperature is now advised to self-isolate for seven days.




In view of the increased concern with COVID-19 (novel coronavirus) we will be changing our appointment booking systems with immediate effect.

This is to ensure we reduce the risk of transmission and maintain a safe environment for all patients and staff associated with the practices.

We are now moving to a telephone first system for those requesting an ‘on the day appointment’

 Patients will be triaged by a clinician BY TELEPHONE. If patients need to be seen in the surgery, an appointment will be arranged.

If you wish to make a routine appointment for a matter unrelated to Coronavirus

  • FOR FACE-TO-FACE CONSULTATIONS, due to the need to answer questions prior to making an appointment, online booking has been suspended for the time being.
  • FOR ONLINE ACCESS TO HEALTH RECORDS AND ONLINE PRESCRIPTION REQUESTS, there is no change from previously. Please contact the reception teams for information how to register for online access if you do not already have this.   

Finally, please ensure your Practice has up to date contact details for you, including mobile telephone numbers where available, for clinical staff and reception teams to be able to contact you urgently if needed.

We understand that this may cause you some difficulties, and thank you for your understanding during this challenging time. ADVICE FOR THOSE WHO ARE SUFFERING FROM SYMPTOMS THAT MAY BE CAUSED BY COVID-19

If you have arrived back to the UK from an affected area, kindly follow the specific advice for returning travellers. Public Health England’s information regarding affected areas and health care guidance changes daily and can be viewed at

If you have visited an affected area in the past 14 days or have been in contact with someone infected with Coronavirus or you think you may have Coronavirus or if you have fever, cough, sore throat or breathing problems.