General Information

Suggestions and Complaints

If you would like to help us run the surgery as efficiently as possible, we welcome constructive suggestions, which should be addressed to our Practice Manager in writing please.

If you have a complaint or concern about the service you have received, from the doctors, or one of the staff working in the practice, please let us know. We operate a practice complaints procedure and a copy is available here.

Complaints Leaflet


Rights and Responsibilities as a Patient

The NHS constitution sets out the rights and responsibilities for patients, and governs what you can expect from the NHS and what the NHS expects in return. These rights have been summarised by the Citizens Advice Bureau and can be found on their website

Some of your rights and responsibilities include:

  • Convenient and easy access to health services free of charge and within maximum waiting times
  • A good quality of care and environment based on best practice
  • Not to be discriminated against on the grounds of gender, race, religion and belief, sexual orientation, disability or age
  • To receive drugs and treatment as recommended by the National Institute for Health and Clinical Excellence (NICE) for use in the NHS if your doctor feels it is clinically appropriate for you
  • Decisions made in a clear and transparent way so you can understand how services are planned and delivered
  • To be treated with dignity and respect in accordance with your human rights
  • The right to privacy and confidentiality
  • To recognise that you can make a significant contribution to your own and your family’s good health and take some personal responsibility for it
  • Register with a GP practice as the main point of access to NHS care
  • Treat NHS staff and other patients with respect
  • Provide accurate information about your health, condition and status
  • To attend your appointment, or let us know as soon as possible so that the cancellation may be offered to another patient
  • Follow the course of treatment which you have agreed with your GP and talk to the doctor if this is difficult

The Medical Centre has a zero tolerance policy if a patient becomes violent or aggressive to a member of the team, the Police will be called on these occasions.


The Doctors and staff are required to preserve absolute confidentiality about all of our patients, irrespective of age, and all other matters connected with the surgery. The surgery is fully registered under the Data Protection Act.

Access to Medical Records

If you wish to have online access to elements of your medical records please complete an application form either by downloading a form from our website or by asking for a form at reception.  You will need to apply in person with identification as detailed on your application form.

Proxy access can not be given to the medical records of a child under the age of 16 years to parents or guardians.

If you wish to come into the practice to read your medical records please speak to reception to make an appointment.

If you wish to have a copy of your medical records please see the link below to our policy document.

Subject Access Request Policy

Access Information – How We Can Help You

Here at Caen Medical Centre we want to help you understand all the information you receive from us.

We can communicate with you in a number of ways such as letter (including larger print), text, telephone or face to face.

If you have a preferred way for us to contact you then please let reception know and we can make a note of this on your record.

If you need an interpreter then we are happy to accommodate this.

To book a British Sign Language interpreter you can contact Telephone: 0845 685 8000 or Textphone: 0845 685 8001 or click on the link below:

Book Online – British Sign Language Interpreter

For other languages the practice can use Language Line to have the assistance of an interpreter.

When you book your appointment if you require an interpreter please let the receptionist know so we can have everything ready for when you come to the appointment.

National Data OPT-OUT Choice

The national data opt-out offered to patients as ‘Your Data Matters to the NHS’ allows a patient to choose that they do not want their confidential patient information to be used for purposes beyond their individual care and treatment.

Information about your health and care helps us to improve your individual care, speed up diagnosis, plan your local services and research new treatments.

In May 2018 the strict rules about how this data can and cannot be used were strengthened. The NHS is committed to keeping patient information safe and always being clear about how it is used.

You can choose whether your confidential patient information is used for research and planning.

To find out more and to exercise your right to opt-out visit

Or telephone 0300 303 5678.

There are also leaflets available in the practice

General Data Protection Regulations

These regulations came into force on 25th May 2018 and require all businesses to provide information on the data we hold about you and what we do with the data we hold. The following information provides the details but if you would like any further information at any time please contact the practice on 01271 818030.

How we use your medical records
Important information for patients

  • This practice handles medical records in-line with laws on data protection and confidentiality.
  • We share medical records with those who are involved in providing you with care and treatment.
  • In some circumstances we will also share medical records for medical research, for example to find out more about why people get ill.
  • We share information when the law requires us to do so, for example, to prevent infectious diseases from spreading or to check the care being provided to you is safe.
  • You have the right to be given a copy of your medical record.
  • You have the right to object to your medical records being shared with those who provide you with care.
  •  You have the right to object to your information being used for medical research and to plan health services.
  • You have the right to have any mistakes corrected and to complain to the Information Commissioner’s Office. Please see the practice privacy notice on the website or speak to a member of staff for more information about your rights.

Privacy Notice 1 

Privacy Notice 2 

Privacy Notice 3

Privacy Notice 4

Improved Access Privacy Notice

Your Information – What you need to know leaflet

Children’s Privacy Notice

Privacy Information Notice for Children

Making Your Local Health Record Work

How will a shared record help? A shared record means that:
• Your healthcare professionals have the most up to date and accurate information about your health, medications and treatment.
• You get better advice, safer and more effective care.
• Mistakes are avoided
• You will not have to repeat your medical history so often.

What Information will be shared? The information shared includes your name, address, and date of birth and a summary of your health information including:
• Diagnoses and test results
• Any allergies you have
• Medications and treatment you receive.

How will it work? The shared record puts you in control. At the start of your treatment, you will be asked for your permission to view your shared record. If you agree, then the health professional will only be able to view the record whilst you are being treated. You can change your mind at any time during your treatment and withdraw your consent.
Can I say no to a shared record? You are in control and can choose not to share any information with anybody outside of your surgery. You should contact the surgery if you choose not to have a shared record at all.

Who will be able to see my record? Only health professionals you give permission to and who are directly involved in your care will be able to view the shared record. This may include staff from:
• Emergency departments and Minor Injury Units
• GP’s including out of hours GP’s
• Community Nurses
• Physiotherapist and Occupational Therapists
• County wide services such as Ambulance services
• Local hospitals

If you are concerned about sharing sensitive information, please contact us here at the surgery or speak to the healthcare professional treating you.

Where can I find out more?
You can pick up a leaflet ‘Making your local health record work better for you’ here at the practice, or contact:
New Devon CCG on
Or the Patient Advice and Complaints Team on to call them on Tel: 01392 267665/ 0300 123 1672

Health and Safety

We take as much care as possible to ensure all dangerous substances are locked away, we ask all parents not to leave children unattended in the building. If you discover any damage around the building, please report it to reception to make sure it doesn’t constitute a hazard to others.

Full Health & Safety, Fire and Public liability policies are available for inspection if necessary.

Patient Information

If you require further information regarding your treatment, any specific medical condition, self help group or other support groups, then please discuss with Reception.

If you have been referred for further treatment by your GP and you would like a copy of the referral letter please ask at Reception. Please note that you will need to wait 5 working days from the date of your GP appointment before making this request to allow sufficient time for the letters to be typed and processed into your medical records. This service is only offered to patients making the request in person at Reception.

We publish a quarterly newsletter which contains information about the practice and services we offer. This also contains relevant topics within the NHS.

We use a secure print and mailing company, DocMail, to handle bulk mailing to our patients such as the invitations to attend flu clinics and annual recall for our health screening clinics.  DocMail, which is provided by CFH Total Document Management Ltd, provides a print and mailing service for many businesses in the private and public sector to include local government, exam boards, banks etc.  Throughout the UK, DocMail guarantees the security of all the data which is posted to you by them and meets with the terms and conditions of the Department of Health Information Governance policy.  The records provided to DocMail will only contain enough data to provide the mailing service and this data is deleted within 28 days of the mailing.  If you would prefer not to be invited in this way please let us know.

Information For Carers

If you regularly care for another person, we maintain a carers register. Please discuss with reception.

Content Supplied by NHS Choices

There is a wealth of information on NHS Choices about carers and caring. Below are some links into the site that we hope you will find useful.

  • Caring for a parent

    Watch this video on: caring for a parent at home

  • Telling people

    Caring responsibilities can make it difficult to maintain friendships or develop new ones. Telling your friends you’re a carer is important so they understand and can support you.

  • Taking a break

    Caring for someone can be a full-time job, but it’s essential that you take time out for yourself too. Read our guide to accessing breaks and respite.

  • Housing and carers

    Do you know your tenancy rights as a carer? Are you aware of all your care at home options? Do you need tips on moving someone around the home?

Contact Carers Direct

Telephone 0808 802 0202
Office Hours Lines are open 8am to 9pm Monday to Friday, 11am to 4pm at weekends. Calls are free from UK landlines.

Carers support groups

Finance and Law

Help claiming benefits, looking after your bank balance and understanding the legal issues of caring.

Service For Which a Fee is Payable

The NHS does not cover some services provided by the doctors, and you will be asked for the appropriate fee. A list of such services, and applicable fees is available at reception. This includes services such as private certificates, PSV/HGV licence examinations, driving licence applications, holiday cancellation insurance forms etc.

Click to view: ‘Consent Protocol’


This practice has a Personal Medical Service contract with NHS England.

We aim to follow national guidelines for good clinical care; N.I.C.E and NSF’s Freedom of Information “Publication Scheme” – This is a complete guide to the information routinely made available to the public by the doctors. Freedom Of Information Publication Scheme.

NHS England Area Team should be contacted if you require details about Primary Medical Services in North Devon. They can be contacted at Kingsmill Road, Tamar View Industrial Estate, Saltash, Cornwall, PL12 6LE, Telephone Number 01752 679250.

Caen Medical Centre is part of NHS Devon Clinical Commissioning Group.  Dr Paul Johnson is the Chair.

Telephone Number: 01392 205205 or 0845 140 5005 or Email:


Address: County Hall, Topsham Road, Exeter, Devon EX2 34QD

GP Net Earnings

All practices are required to declare the mean earnings (eg average pay) for GP’s working to deliver NHS services to patients at each practice. This is required in the interests of the greater public accountability recognising GP pay is ultimately funded from tax paid by the public.

The average pay for GP’s working at Caen Medical Centre in the last financial year was £112,147 before tax and national insurance. This is for 1 full time GPs and 9 part time GPs