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ONLINE PATIENT ACCESS TO CLINICAL RECORD. We have started the patient access  scheme so that patients can access their clinical records. Please update your online details.

Are you a Carer or Cared for? Please let us know your details so we can update our register and provide you better support.

Practice Leaflet, Policies, Compliments & Complaints

Locked blue folder

SAMs Practice Leaflet V6

When printed, the booklet comes out in an A5 booklet that can be read sequentially as a book.


CQC is the independent regulator of all health and social care in England. They monitor, inspect and regulate all hospitals, care homes, home care agencies, GP and Dental Practices.

If you would like more information, please visit or call 03000 616161

Data protection

As a patient at SAMs, we will hold your clinical records.  We are committed to storing these in the strictest confidence.

Under the Data Protection Act 1998 you are entitled to access your clinical records or any other personal information held about you. You may do this by contacting our Executive manager (there will be a nominal charge for this service). Kindly ask for details at reception.

Should there be a need to share information about you with other NHS agencies, there are strict protocols to ensure the safety of person identifiable information which complies with the Data Protection Act/Caldecott regarding confidentiality.

Should you wish for more information, please ask at reception for a “How we use your Health Records” flyer.

Compliments, comments, suggestions and complaints

At SAMs we are committed to providing high quality healthcare to all our patients. To ensure we meet this commitment we value feedback from our patients.

We have a comprehensive compliment and compaints procedure which can be found on our website, or requested from reception.

If you have comments, suggestions or complaints about any of our health services you can:

  • Pick up a Comments and Suggestions form from the practice
  • Complete our online patient experience survey
  • Visit the NHS Choices website and leave a review
  • Write to:

    Mark Arnold - Practice Manager,
    South Ashford Medics, St Stephen’s Primary Care Health Centre,
    St Stephen’s Walk,
    TN23 5AQ

    OR email



We hope you will use our complaints procedure constructively to allow us to look into and, if necessary, put right any problems you have identified or mistakes that have been made.


Please note that we have to respect our duty of confidentiality to patients and a patient's consent will be necessary if that patient in person does not make the complaint.


If you wish to make a written complaint, please write to our Practice Manager (address above) oe email him on who will fully investigate your complaint and inform you of the results.

Minor issues that you feel do not warrant a written complaint can be discussed with the receptionist who will either deal with the problem, ask a more senior member of staff to deal with it or arrange for the most appropriate person to ring you.

The Practice Manager will collate and review all complaints and extract learning points for use during staff training sessions.


We believe it is important to deal with complaints swiftly so you will normally have an acknowledgement/initial explanation within 5 working days and a fuller reply within 10 working days.  Occasionally, if we have to make a lot of enquiries, it might take a little longer, but we will keep you informed.


We will try to address your concerns fully, provide you with an explanation and discuss any action that may be needed.  We hope that, by the end of the process, you will feel satisfied that we have dealt with the matter thoroughly.  However, if this is not possible and you wish to continue with your complaint, we will direct you to the appropriate authorities who will be able to help you.

Please find an explanatory link to a leaflet about how to make a complaint.

If you would rather speak to someone outside the practice you can contact:

Ashford CCG 03000 424815 or email


NHS England Complaints Advocacy Service  0113 824 9677 or email



The Parliamentary and Health Service Ombudsman (PHSO) to review your complaint if you remain unhappy following any local resolution process.


The contact details are: PHSO, Millbank Tower Millbank, London SW1P 4QP and telephone: 0345 0154033 with an email address of:



Violence Policy

The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.

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