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 the practice manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception.

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.


Our policy towards patients who do not attend their appointment


In 2011 a survey of patients at our practice found a considerable level of concern about those who do not attend their appointments.   In response to this the surgery, with our patient participation group, formed a policy towards non attendance Here is the level of Patient (DNA's) in the most recent full quarter.




First Week          74

Second Week    83

Third Week         71

Fourth Week       67



First Week          88

Second Week    95

Third Week         74

Fourth Week       80



First Week          80

Second Week    91

Third Week         68

Fourth Week       43




We are advising you of that policy.


“Did not attend” letters are sent to all patients who fail to keep their appointment with any health professional holding clinics at this practice.   We do this to encourage patients to attend their appointments and to inform the practice if they are unable to attend.


Letter A – is sent to patients the first time they fail to attend an appointment.  Letter A should only be sent a second time if  6 months has elapsed between appointments.


Letter B – is sent the second time they fail to attend an appointment.


If a patient fails to attend 2 appointments within the last 6 months and has been sent letter A and B further steps will be taken. The details are passed to a clinical meeting. The circumstances will be discussed and response considered which may include removal from the Practice List.




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