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 Practitioners 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 (Subject Access Request)

In accordance with the Data Protection Act (GDPR) May 2018 and Access to Health Records Act, patients may request to see their medical records. No information will be released without the patient's written consent unless we are legally obliged to do so.

SAR Request Form


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 or our information leaflet: 

Patient Information Leaflet


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.

Equality & Diversity

The Practice is committed to the fair treatment of all patients and service users, regardless of age, colour, disability, ethnicity, gender, gender reassignment, nationality, race, religion or belief, responsibility for dependents, sexual orientation or any other personal characteristics.

National standards are adhered to with regard to equality of access to services from the NHS Constitution, the Care Quality Commission, the Equality Act 2010 and the Human Rights Act 1998.  Plans are also in place to comply with the national guidance for Access to Health Services for Miltiary Veterans.

Consideration is given to all personal characteristics with our aim being that every patient, client, carer and relative must received an excellent experience in all their contacts with our Practice.

Our Practice takes every concern and complaint seriously by listening and responding in a timely manner, and encourages early resolution by staff in direct contact with patients.

Chaperone Policy

Patient Information - Please read carefully.

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