This website uses cookies to function correctly.
You may delete cookies at any time but doing so may result in some parts of the site not working correctly.

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.

Complaints

Customer service form

We always try to provide the best services, but there may be times when you feel this has not happened.

If you are unhappy with any service or with any member of the practice team please read the following information which explains our in-house complaints procedure, drawn up to respond to patient grievances.

Our practice procedure is not able to deal with questions of legal liability or compensation. Nevertheless, we hope you will use it to allow us to look into and, if necessary, correct any problems that you have identified, or mistakes that have been made.

If you use this procedure it will not affect your right to complain to the Health Services Authority.

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, there is a leaflet availabe at the reception desk that will fully explain how you can complain. Depending on the type of complaint it will either go to the Practice Manager or if of a clinical nature it will be passed to one of the Partners. Full details will be taken and a decision made on how best to undertake the investigation.

We believe it is important to deal with complaints swiftly. Occasionally it may take longer, but we will keep you informed throughout. We will try to address your concerns, provide you with an explanation and discuss any action that may be needed.

If you are still unhappy and wish to take the matter further, contact:

NHS England

Customer Services

PO Box 16738

B97 9PT

Tel: 0300 311 22 33

Help us to Help you

  • Tell us if you need to cancel your appointment
  • Be on time for your appointment
  • Call for a home visit or urgent appointment before 10.00am
  • Allow enough time for the practice to generate your repeat prescriptions
  • Ring for test results between 10.00am and 1.00pm each weekday

Practice Survey

You may be asked to complete a survey about the practice. This is sent out by the Department of Health and asks questions about your visits to the practice, appointments, telephones etc. We ask that you complete and return it. the results of these surveys can significantly impact on the practice as they do affect the funding we receive.

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.



Call 111 when you need medical help fast but it’s not a 999 emergencyNHS ChoicesThis site is brought to you by My Surgery Website