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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.


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 Mrs Lisa Roberts Practice Manager who will deal with your concerns appropriately.

A complaint should be submitted as soon as possible after the event/issue.

The NHS Customer Care can be contacted on 0300 311 2233 for advice and assistance, they can also provide information on how and where to obtain advocacy support. However, ultimately the practice needs to investigate the complaint and reply.

The Practice will acknowledge receipt of a complaint within 3 days, a meeting will be offered if appropriate. The practice will always try to respond within 10 working days. If delays occur for any reason this will be explained and a revised date will be given for the completion of the investigation.

Once the complaint has been finalised at a practice level, the patient still has a right to complain to the Health Services Ombudsman.

The Ombudsman exists to provide a service to the public by undertaking independent investigations into complaints that government departments, a range of other public bodies in the UK, and the NHS in England have not acted properly or have provided a poor service. However, the Ombudsman would generally only agree to review a complaint if they feel all attempts to resolve the complaint at a local level have been exhausted. The Ombudsman should be approached as soon as possible. The Health Service Ombudsman can be contacted on 0845 015 4033 or by writing to:

Millbank Tower

Alternatively, you can visit their website at: where you can access their patient information leaflet.

Complaining On Behalf Of Someone Else:

Please note that we keep strictly to the rules of medical confidentially. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note signed by the person concerned will be needed.

If the person is unable to complain themselves please contact Mrs Lisa Roberts Practice Manager who will provide advice.

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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