Patients' Charter

Our patients' charter provides standards for the benefit of our patients.

You may request to see a Doctor or Nurse of your choice but this cannot always be guaranteed.

No Care or treatment will be given to you without your informed consent. Information contained in your health records is kept confidential and will only be shared with other health professionals involved in your care (except when you have given written consent for third party access). However NHS auditors have a duty to carry out routine checks of practice records in order to verify that claims for payment are made correctly. Such checks are undertaken within strict codes of practice, conduct and confidentiality.

Confidentiality & Medical Records

The 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

Under the Data Protection Act 2018, patients may request to see their medical records. Please contact the reception team by telephone or by using this Link and they will send out a form for you to complete. Alternatively, call in and collect this form from the surgery. 

Such requests may be subject to an administration charge, if deemed manifestly unfounded or excessive.

No information will be released without consent via this form, unless we are legally obliged to do so.

Response times

You're entitled to receive a response from the healthcare provider no later than 30 days after they have received your formal request.

Complaints

We make every effort to give the best service possible to everyone who attends our practice. We hope that you will be happy with the health care we provide. We welcome any feedback on our services.

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.

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.

Violence Policy