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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.

Patient Charter

We aim to treat our patients in a friendly and professional manner at all times and we expect our staff to be treated in a similar manner. It is your responsibility to keep or cancel your appointments and advise the surgery of any changes in your medical history and any other relevant details. A copy of our patient charter is available at reception.

Disability & Discrimination

We will provide care now and in the future to all our patients without discrimination and irrespective of patient’s age, sex, race, beliefs or special needs. We expect that patients will show no discrimination towards other surgery users or staff. If you feel there is any way in which the practice can help more with your personal circumstances then please speak to any of the receptionists as soon as possible.


Whilst we aim to offer a friendly and professional service, we are aware that there may be instances when a patient feels that they have not received a satisfactory service and may need to make a complaint. The practice has, as a first step an internal complaints procedure. In this instance we would ask you to contact the Practice Manager, Mohammed Shaid, directly either by telephone or letter and he will endeavor to deal with your complaint within 10 working days. We take all complaints seriously and they will be dealt with in a confidential manner. You can pick up a complaints form from reception desk.

Zero Tolerance 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.

Chaperone Policy

This Practice is committed to providing a safe, comfortable environment where patients and staff can be confident that best practice is being followed at all times and the safety of everyone is of paramount importance.

All patients are entitled to have a chaperone present for any consultation, examination or procedure where they consider one is required. The chaperone may be a family member or friend, but on occasions a formal chaperone may be preferred.

Patients are advised to ask for a chaperone if required, at the time of booking an appointment, if possible, so that arrangements can be made and the appointment is not delayed in any way. Where this is not possible we will endeavour to provide a formal chaperone at the time of request. However occasionally it may be necessary to reschedule your appointment. The Healthcare Professional may also require a chaperone to be present for certain consultations in accordance with our chaperone policy.

All trained chaperones understand their role and responsibilities and are competent to perform that role.

If you would like to see a copy of our Chaperone Policy or have any questions or comments regarding this please contact the Practice Manager.

How can we help you?

  • You will be received by named staff, who will be courteous and efficient. They will be trained for the position they hold with the practice.
  • The telephone will be answered promptly and your request dealt with as swiftly as possible. Waiting times will be kept to a minimum, and if there is an unforeseen delay, you will be kept informed.
  • The waiting room area will be kept warm, clean and tidy with sufficient reading material. Repeat prescriptions will be ready 2 working days after they are requested.
  • Complaints should be addressed to the Practice Manager and will be directed and investigated as necessary and appropriate action taken to rectify the situation. The complainant will receive a prompt written reply. Confidentiality will be respected at all times.
  • Professional health care workers within the practice will have access to patient’s records at an appropriate time.

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