Practice Policies

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.

Access to Records

In accordance with the Data Protection Act 1998 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the practice manager and may be subject to an administration charge. No information will be released without the patient consent unless we are legally obliged to do so.

Non NHS Charges

Most of the services offered by the surgery are free under the N.H.S. Some services are not covered under the N.H.S. and for these your G.P. can charge a fee. The fee will reflect both the Doctor’s time to carry out the service and the Doctor’s professional opinion. It may include the cost of nursing or secretarial support and stationery. If you have any concerns about the fee involved please discuss this with your Doctor prior to requesting the service. All Forms, letters and Reports can take up to 7 working days to complete

Suggestions and Complaints

We always try to provide you withCustomer service form the best services possible, but there may be times when you feel this has not happened. We operate a complaints procedure in accordance with the NHS Putting Things Right. A copy of the Practice’s complaints leaflet offers guidance on the most effective way to make your complaint. Please note that this procedure does not deal with matters of legal liability or compensation.   If you use this procedure it will not affect your right to complain to the NHS Organisation or the Public Services Ombudsman for Wales.

Please note that we have to respect our duty of confidentiality to patients and a patient’s consent will be necessary if a complaint is not made by the patient in person. If you wish to make a complaint, please contact our Practice Manager, Mrs Lisa Valiant either by telephone 01873 851155, fax 01873 851075 or email Our policy is to acknowledge the receipt of a complaint within 2 working days and to seek to resolve any concerns within 30 working days-you will be advised if more time is needed.

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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