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.

Accessible Information Standards

If you have any communication needs such as a hearing loop, braille, British Sigh Language, texting or large print, please speak to one of our receptionists who will be able to help you.


Customer service form

The practice has an in-house complaints procedure that is freely available to all of our patients and the receptionists can issue a leaflet describing this procedure. Any complaint may be discussed in the first instance with the Reception Manager, Victoria Durant by appointment only by calling 782226. All complaints will be dealt with in the strictest confidence. You will find a copy of the Practice Policy here Complaints Procedure along with a form to be completed Complaints form  if you are not happy with the service that you have received. Please complete the form and hand it to a receptionist. If you are still not happy with any following outcome you can contact the Health Service Ombudsman by clicking on the link below.

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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