Legal, Regulatory & Compliance

Last updated: December 2025 by Dr Ike Nnene

Welcome to the Legal, Regulatory & Compliance page for Norwich Private GP (operated by Ike and Linda Limited). This page outlines our key policies, regulatory commitments, and compliance frameworks to ensure transparency, patient safety, and legal compliance.

Registered company: Ike and Linda Limited (08247673)

Correspondence address: All Saints House, Dobbs Lane, Rackheath, Norwich, Norfolk, England, NR13

Officer: Dr. Ike Nnene, MBBS MRCGP MRCOG DipIBLM/BSLM · Norwich Private GP

Contact: 

✉ enquiries@norwichprivategp.com 

☎ +44 7919 103126

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🧭 Navigation Links

You may use the navigation links below to jump to each section listed:

1. Consent Policy
2. Safeguarding Policy
3. Medicines Management
4. Complaints Policy
5. Well-Led Service
6. Duty of Candour
7. AI Chat Bot Disclaimer
8. Equality, Diversity & Human Rights Policy
9. CQC Statement

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Consent Policy ☚

At Norwich Private GP, we require explicit, informed consent from patients prior to the provision of any clinical service, including telemedicine consultations. Our Consent Policy includes:

• Information: Patients will be provided with clear, accessible information about the purpose, nature, benefits, risks, and alternatives of proposed care or treatment — in a manner they can understand.
  
• Voluntariness: Consent must be given voluntarily, without coercion or undue influence. Patients have the right to refuse or withdraw consent at any time without affecting the standard of care.
  
• Capacity: We assess whether patients have the capacity to consent (i.e., can understand, retain, weigh information, and communicate a decision). If a patient lacks capacity, we follow appropriate legal and ethical frameworks to act in the patient’s best interests.
  
• Documentation: Consent (or refusal) is documented in our secure records. For telemedicine consultations, we record the fact that the patient consented to remote consultation and understands its limitations.
  
• Specific consent for procedures, prescriptions or onward referrals: Separate consent is sought for any clinical procedure, prescription of medicines, or referral to other services.

Patients will always be given the opportunity to ask questions and receive clarification before consent is recorded.

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Safeguarding Policy ☚

Norwich Private GP is committed to protecting vulnerable adults and children who may access our services. Our Safeguarding Policy includes:

• Identification: We maintain awareness among our staff of risk factors for abuse, neglect, exploitation, or harm — including physical, emotional, sexual abuse, financial exploitation, self-neglect, or neglect by others.
  
• Reporting and escalation: If staff have cause for concern — for example through patient disclosures, signs of harm, or patterns of repeated concern — they will follow our internal safeguarding procedure: documenting the concern, notifying a designated safeguarding lead, and reporting to relevant external authorities where required (e.g., local safeguarding team, social services, or police).
  
• Confidentiality and dignity: Safeguarding processes respect patient confidentiality, dignity, and privacy to the maximum extent compatible with appropriate reporting and protection. See Privacy Policy for more.
  
• Training: All clinical and administrative staff receive regular training on safeguarding policies, including how to identify, respond to, and report concerns.
  
• Prevention: We adopt a proactive approach — considering safeguarding risks in all aspects of care, including telemedicine, prescriptions, and referrals — to minimise potential harm.
  

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Medicines Management ☚

Given that Norwich Private GP operates a telemedicine service, our Medicines Management policy ensures safe, secure, and appropriate handling of prescriptions and medicines. We commit to:

• Appropriate prescribing: Prescriptions are issued only where clinically indicated, based upon adequate assessment of the patient, medical history, and (where appropriate) follow-up or monitoring needs. ( Read More )
  
• Safe remote prescribing protocols: For telemedicine consultations, we ensure that remote prescribing meets professional standards — verifying patient identity, ensuring capacity and consent, assessing suitability and risk, and using secure electronic prescription systems when available.
  
• Clear patient instructions: When prescribing, we provide clear written instructions to patients (or their pharmacies) about dosage, administration, possible side-effects, and what to do if adverse effects occur.
  
• Record-keeping: All prescriptions, refills and clinical rationale are documented in our secure clinical records. We retain information necessary for audit, review and regulatory compliance.
  
• Pharmacy liaison & verification: Where necessary, we liaise with dispensing pharmacies (or community pharmacies) to ensure prescriptions are dispensed correctly, and advise patients to obtain medicines only from appropriately licensed pharmacies.
  
• Monitoring, review and follow-up: For repeat prescriptions or medicines requiring monitoring (e.g. controlled drugs, long-term therapy), we arrange for appropriate review, follow-up contact, and adjustments as required, in line with clinical best practice.
  

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Complaints Policy ☚

We recognise that patients have the right to raise concerns or complaints about any aspect of our service. Our Complaints Policy sets out how we handle complaints fairly, promptly, and transparently:

• How to complain: Complaints should be submitted in writing to enquiries@norwichprivategp.com or by calling +44 7919 103126. We accept complaints from patients or their authorised representatives.
  
• Acknowledgement: We will acknowledge receipt of a complaint within three working days.
  
• Investigation: We will conduct a fair, confidential and thorough investigation of the issues raised. We may involve appropriate staff, review clinical records, and interview relevant respondents.
  
• Response: We aim to provide a full written response within 20 working days (or explain if a longer period is required, giving regular updates). The response will include what we found, any remedial steps, and, where appropriate, an apology.
  
• Remedy & learning: Where a complaint reveals deficiencies in care, communication or systems, we will propose and implement corrective actions, and document lessons learned.
  
• Escalation / external review: If a complainant remains dissatisfied, we will provide information on relevant escalation options, including referral to an independent reviewer or external regulator.
  

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Well-Led Service ☚

Norwich Private GP is committed to maintaining a well-led, professionally governed service that meets legal, regulatory and ethical standards. Our approach includes:

• Leadership & governance: The registered provider (Ike and Linda Limited) ensures leadership oversight, accountability, and clear lines of responsibility. Clinical decisions and business management are governed by qualified personnel under appropriate professional standards.
  
• Policies & procedures: We maintain, review and update policies covering clinical governance, data protection, safeguarding, complaints, medicines management, and all regulatory requirements.
  
• Continuous quality improvement: We review clinical practice, audit outcomes, monitor complaints and incidents, and implement improvements where needed.
  
• Staff training & competence: All staff (clinical and administrative) are appropriately qualified and receive ongoing training, supervision and appraisal to maintain competence and compliance with regulatory standards.
  
• Risk management & safety culture: We maintain risk registers, incident reporting systems, and promote a culture of openness, transparency and continuous learning.
  
• Data protection & confidentiality: We comply with data protection laws (e.g. UK GDPR) and ensure patient data is stored securely and accessed only on a need-to-know basis.

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Duty of Candour ☚

Norwich Private GP recognises its statutory duty of candour under Care Quality Commission (CQC) Regulation 20 / the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. 

In the event of a “notifiable safety incident” (i.e., an unintended or unexpected incident during care or treatment which has resulted — or could result — in significant harm), we commit to:

• Prompt notification: Inform the patient (or their lawful representative) in person (or by video/telephone if in-person is not feasible) as soon as reasonably practicable.
  
• Open, transparent communication: Provide a truthful account of all known facts, explain what further enquiries will be made, and offer an apology.
  
• Follow-up in writing: Within a short timeframe we will provide a written record of the initial notification, subsequent findings or investigations, and any remedial action taken.
  
• Support: Offer reasonable support to the individual affected (e.g., emotional support, guidance, or further medical support).
  
• Record-keeping: Maintain secure records of all communications, investigations, decisions, and outcomes relating to the incident.
  
• Learning & improvement: Review the incident, identify any systemic issues or contributing factors, and implement changes to prevent recurrence.

We aim to foster a culture of openness, transparency, learning and continuous improvement at all levels. 

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AI Chat Bot Disclaimer ☚

We may integrate or make available AI-powered chat tools (e.g. online symptom checkers, informational chat bots, or triage assistants) on our website or patient portals. These tools are for information only, not a substitute for professional medical advice, diagnosis or treatment.

• No clinician-patient relationship: Use of an AI chat bot does not create a clinician-patient relationship, and any information provided should not be interpreted as personalised medical advice.
  
• Accuracy limitations: AI tools may be limited in scope, rely on incomplete data, and may not reflect the nuances of your individual medical history or circumstances. (See Accessibility Statement: https://norwichprivategp.com/accessibility-statement/ )
  
• Prompt for professional consultation: If you have symptoms, concerns or require medical treatment — do not rely on the chat bot alone. Contact Norwich Private GP directly for a proper telemedicine consultation and clinical assessment.
  
• Data privacy: Any information you enter into an AI tool is treated with strict confidentiality and stored in compliance with our data protection and privacy policies.

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Equality, Diversity & Human Rights Policy ☚

Norwich Private GP upholds a strong commitment to equality, diversity, dignity, and respect in all aspects of care and business operations. Our policy includes:

• Non-discrimination: We do not discriminate on the basis of age, sex, gender identity, sexual orientation, race, ethnicity, religion or belief, disability, marital status, pregnancy or maternity, socioeconomic status, or any other status protected by law.
  
• Respect & dignity: All patients, carers and staff are treated with respect, dignity, compassion and courtesy. We recognise and accommodate individual needs — including communication needs, cultural sensitivities, accessibility requirements, and privacy preferences.
  
• Inclusive services: Our services (including telemedicine) are designed to be inclusive and accessible. We make reasonable adjustments where required (e.g., interpretation services, accessible formats, accommodating disabilities).
  
• Human rights compliance: We act in accordance with relevant human rights law and professional obligations, ensuring patients’ rights to dignity, autonomy, informed consent, privacy, and participation in decision-making.
  
• Complaints and redress: Any concerns about discrimination, harassment or human-rights issues can be raised under our Complaints Policy. We investigate such matters promptly, impartially, and fairly.

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CQC Statement ☚

Norwich Private GP recognises that the Care Quality Commission (CQC) is the independent regulator of health and adult social care services in England. We affirm our commitment to complying fully with CQC’s regulatory standards and fundamental requirements governing safety, quality, governance, consent, safeguarding, medicines management, duty of candour, equality, and clinical governance.

We will maintain robust internal governance, transparency, continuous quality improvement, compliance with relevant legislation (including the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014), and readiness for inspection, audit or external review.

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