Confidentiality

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

The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme which is a guide to the "classes" of information the practice intends to routinely make available.

Comments & Complaints

We 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.

Practice Charter 

It is our job to give you treatment and advice.  Following discussion with you,  you will receive the most appropriate care, given by suitably qualified people.  No care or treatment will be given without your informed consent.   In the interest of your health, it is important for you to understand all the information given to you.  Please ask questions if you are  unsure of anything.

• We are committed to giving you the best possible service.
• People involved in your care will give you their names and ensure that you know how to contact them.
• You should not wait for more than 20 minutes in the waiting room without receiving an explanation for the delay.
• You will have access to a doctor rapidly in the case of an emergency.  We will arrange a home visit as appropriate for those who are too ill or infirm to be brought to the surgery.
• Patients are able to speak to a doctor or nursing staff during working hours.  A message will be taken by the receptionist and passed to the relevant medical professional who will return your call at the end of surgery, or sooner if necessary.  Alternatively a written response will be given to the receptionist to read to you.
• Patients will be treated as individuals in their healthcare irrespective of their ethnic origin or religious or cultural beliefs.
• We will give you full information about the services we offer.  Every effort will be made to ensure that you receive the information which directly affects you and the care being offered.
• The practice will offer patients advice and information on: steps they can undertake to promote good health and avoid illness; self-help which can be undertaken without reference to a doctor in the case of minor ailments.
• You have the right to see your health records, subject to the limitations of the law, these will be kept confidential at all times.

Your responsibility to us:

• Please let us know if you change your name, address or telephone number.
• Please tell us as soon as possible if you are unable to keep an appointment.
• Please ask for home visits only when the person is too ill or infirm to attend the surgery.
• Please keep your phone call brief and avoid calling during peak morning times for non-urgent matters.
• Test results take time to reach us, so please do not ring before you have been asked to do so. 
• Enquires about tests ordered by the hospital should be directed to the hospital and not the practice.
• Remember, you are responsible for your own health and the health of your children.  We will give you our professional advice,  please act upon it.

Violence Statement