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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

Under the Data Protection Act 199, you are also entitled to access your medical records or any other personal information held about you and you can contact the Practice Manger to do this,  You must make your application in writing with a copy of your passport / identity card and a utility bill.  A response will be sent to you within 21 days of receiving your application. It will cost £10 for information held in the computerised format and up to £50 for manual records (depending on the size). If you are applying for medical records on behalf of someone else, you will need their consent or a power of Attorney.

Patients Preference of Practitioner

When a patient has been accepted onto the Practice List, the patient may express IN WRITING,their preference to see a particular Doctor or equivalent Health Professional. Where possible, the Practice shall endeavour to accommodate the patient’s wishes, but once again, please be reminded that we have 4 weeks in which to get you in to see the GP of your choice as laid down in the General Medical Services (GMS) Contract 2004.

Patients’ Responsibilities

  • We ask that you treat our Doctors and all practice staff with courtesy and respect.
  • The first 3 hours of the morning (8:15am – 11am) can be extremely busy. Please keep telephone calls brief. If possible, kindly leave routine enquiries until later in the day.
  • You are responsible for your own health and that of your children. Please take the advice given to you at the practice. Let us know immediately if you change your address or name and remember to give your phone number and postcode.
  • Please speak to a member of the practice staff if you wish to see your medical records. This can then be arranged with your doctor. A small charge will be made.
  • Please contact the surgery between 8:15am and 10.30am if you wish a home visit during the day. Remember the final decision rests with the Doctor. THE FACT THAT YOU DO NOT HAVE ANY TRANSPORT IS NOT A VALID REASON FOR A HOME VISIT!
  • If tests are ordered for you, please ask your doctor or a member of staff about receiving the results.
  • Please read the rest of the practice booklet to get the best out of the services available.
  • You can discuss any medical matter with the Doctor, including asking for a second opinion.
  • Please let us know if you are unable to keep an appointment. We can then offer this appointment to someone else.
  • Where an appointment or acknowledgement of a routine referral for a hospital appointment is not received within six weeks, contact the Hospital concerned.


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.

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 or please click the below link for a comments and complaints leaflet.

We hope that, if you have problem, you will use our practice complaint system as we believe that this will not only give us opportunity to address your grievance but also to improve our services. But if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation, you can approach:

Customer Contact Centre Tel: 0300 3112233

NHS England

PO Box 16738



B97 9PT


Once the complaint has been dealt with and you are not satisfied, you can approach:

The Complaint Department Parliamentary and Health Service


Millbank Tower




Tel: 0345 0154033



Complaint Procedure and Leaflet

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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