Practice Policies

Confidentiality in waiting area

Confidentiality & Medical Records

Locked blue folderThe practice complies with data protection and access to medical records legislation. Identifiable information about you will be shared with others in the following circumstances:

  • To provide further medical treatment for you e.g. from district nurses and hospital services.
  • To help you get other services e.g. from the social work department. This requires your consent.
  • When we have a duty to others e.g. in child protection cases anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.

If you do not wish anonymous information about you to be used in such a way, please let us know.

Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.

Freedom of Information

Information about the General Practioners and the practice required for disclosure under this act can be made available to the public. All requests for such information should be made to the practice manager.

Your Named Accountable GP

From 1 April 2015, practices are required to allocate a named, accountable GP to all patients, including children. Your named GP will be responsible for your overall care at the practice and take responsibility for coordinating other medical services you may need here as part of your care.

If you are over 75, your named GP will also work with other relevant health and social care professionals to ensure you receive the best all-round care to match your specific health needs. They will ensure you also have access to a health check.

Each patient has already been allocated an accountable GP. Patients can contact the practice at any time to find out who their named GP is, and we will make reasonable efforts to take into account any preference you may have, though we cannot guarantee you will be allocated your GP of choice.

We are a group practice and you will, of course, be able to see any of the doctors other than your named GP.


Customer service formWe make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

To pursue a complaint please contact the practice manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception.

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.


We appreciate that some patients may feel more comfortable having a chaperone present during an examination by a doctor or nurse. If you would like to have someone else with you during an examination, please tell the Receptionist when you arrange the appointment.

Patients Rights and Responsibilities

You will be treated with respect and as a partner in your care. Being a partner means you have responsibilities too. We will:

• Ensure our patients have 24-hour access to medical advice.
• Aim for you to have access to a suitably qualified medical professional within 48 working hours of your initial contact during surgery hours, or in an urgent case, the same day. This may be a telephone consultation with a nurse or doctor.
• Work in partnership with you to achieve the best medical care possible.
• Involve you and listen to your opinions and views in all aspects of your medical care.
• The prevention of disease, illness and injury is a primary concern.
The surgery staff will advise and inform you of the steps you can take to promote good health and a healthy lifestyle. We would respectfully ask that you:
• Let us know if you intend to cancel an appointment or are running late. If you are more than 10 minutes late for your appointment you may be asked to re-book.
• Always cancel unwanted or superseded appointments to enable us to offer them to other patients
• Request home visits only when your medical condition prevents you from leaving the house
• Treat staff with courtesy and respect. Reception staff may have to ask some personal questions to assist us in providing you with the best service
• Inform the practice staff of any alterations in your circumstances, such as change of surname, address or telephone number. Please ensure that we have your correct telephone number, even if it's ex-directory.

As patients, you are responsible for your own health and that of any dependents. It is important that you adhere to information and advice given to you by health professionals, and co-operate with the practice in endeavouring to keep you healthy

The practice does not undertake teaching or training of persons who are or intend to become health care professionals unless it is a current member of staff who is developing their skills.

The practice is registered under the Data Protection Act 1998. Only health professionals connected with your care have access to your records. If anyone else requests access to your records we will ensure that we have your written consent before releasing information.

Freedom of information act - we are operating under the Freedom of Information act 2000 and further information regarding this can be obtained from the Practice Manager on request.

We are required to pass certain information to the PCT and other agencies for audit purposes, this information is always anonymous.

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