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Patient Information


Sharing your Record

At the Lilliput Surgery the Clinical Software we use is SystmOne.   It is a secure centralised system that handles the medical records of patients in NHS healthcare settings from primary care to hospitals, social care and mental health.  SystmOne provides clinicians and health professionals with a single shared Electronic Health Record (EHR) which is available in real time at the point of care.

With SystmOne patient data can be shared securely across services - promoting efficiency and standardisation.  Most importantly it enables services to improve the patient experience and deliver safer patient care. 

For SystmOne to provide a fully integrated service with our NHS colleagues we rely on the consent of our patients to share their record.  Should you decide you would prefer not to share your record with NHS health professionals involved in your care, please inform the surgery either in writing or by speaking to the receptionist.

Policy for patients who do not attend (DNA) their appointments

When patients do not turn up for their appointment and do not advise the surgery that they wish to cancel their appointment (or cancel at late notice) this has an effect on our NHS services:

  •  An increase in waiting time for appointments
  •  A waste of resources
  •  A potential risk to the health of the patient
  •  Frustration for both staff and patients


On the first occasion that a patient does not attend (DNA) an appointment the non-attendance will be recorded as a ‘DNA’ in the patient notes. We will attempt to contact the patient by telephone to let them know that they have missed an appointment and to check that everything is all right.

If a patient fails to attend a second appointment a warning letter will be sent notifying them of a second missed appointment and a copy of this DNA Policy will be included. The letter will state that a third DNA within 12 months may result in them being removed from the patient list for Lilliput Surgery.  

Warning letters are valid for a period of 12 months.  Where a further missed appointment occurs more than 12 months after a warning letter has been issued, a further formal warning and period of grace will be given.  If a patient fails to attend a third appointment the GPs will discuss the matter at a practice meeting and a majority agreement will be reached as to whether the patient will be removed from the practice list. The patient will be informed of this in writing prior to the meeting and given the opportunity to contact the surgery with details of any extenuating circumstances that may be relevant.

If the GPs agree to remove the patient from the practice list the patient will be informed in writing (with reasons explained) and given information on how to register with a new GP. The local Health Authority will also be informed and the patient’s medical records will be sent to them.

If the GPs agree that the patient can remain on the practice list the patient will be informed in writing (with reasons explained). A further formal warning may also be issued at this time.

The practice will take into account mitigating circumstances under this policy.

Disabled Access

There are disabled parking facilities available. The surgery is accessible via a ramp to the front entrance as well as steps.


Smoking is not permitted on practice premises.


No dogs except guide dogs for the hearing/blind are permitted on practice premises.


Facilities are available within the surgery.

What to do if someone dies

If someone dies, call a doctor. There is no need to move the deceased. It is a legal requirement for a doctor to confirm that someone has died. If the doctor has recently seen the deceased a death certificate can normally be issued. The death will need to be registered at the registry office covering your area. In the case of an unexpected death the doctor will need to notify the coroner who will then advise as to further arrangements.

Visitors from Abroad

Visitors from abroad may be treated as private patients. Please enquire about the current fee scale for this. Payment will be due at the times of service. Visitors from certain countries may be entitled to NHS treatment as temporary residents.
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