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Practice Policies

Practice Policies

Confidentiality & Medical Records

The practice complies with data protection and access to medicalLocked blue folder 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 n 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 & Suggestions

We 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.

Please read, print out, and fill a Complaints, Compliments, and Comments leaflet and return to reception and our staff will be sure to read it as soon as possible

Complaints, Compliments and Comments Leaflet

 We always try to provide the best possible service. There may be times when you believe this is not the case. If you wish to make a complaint and cannot fill out a complaints leaflet, please phone or write to our practice manager. Full details will be taken and properly investigated. Your complaint will be acknowledged within two working days.

If you are not happy with the way your complaint has been dealt with, you can contact NHS England Customer Contact Centre on 0300 311 22 33 or email england.contactus@nhs.net.

We believe it is important to deal with complaints swiftly so you will be offered an appointment for a meeting to discuss in detail within ten working days

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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