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From 1st May all telephone calls to and from the Practice will be recorded for Training and Monitoring Purposes

Practice Policies

Accessible Information Policy


Our Mission Statement

"To provide comprehensive, high quality health services to all our patients”.

Our Values

Quality – Work within the framework of NHS Primary Care Services to provide the highest quality care which meet the identified needs of our patients.

Respect - Treat our patients with courtesy, dignity and respect at all times.

Support - Support patients in helping them to make decisions to improve and maintain their health

Promote best practice - Utilise specialist expertise within the practice team and externally, and encouraging the continuous education and professional development of all members of the practice team

Patient centred – Put our patients at the centre of everything we do

Responsive – Nurture a culture which is innovative, forward looking and adaptable.

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 GDPR and Access to Health Records Act, patients may request to see their medical records. It is the practice policy to authorize the viewing of an individual’s medical record on PatientAccess.  Patients over the age of 18 years can register for this service by producing two forms of identification (one must be photoID) for verification at the practice. Once verified unlimited viewing is allowed.  Caution must be executed by patients when using this service so as not to accidentally allow unauthorized access to your health record ie., keep passwords secure, do not use public computers, log off the system when viewing is complete. No information will be released to third parties without the patient’s consent unless we are legally obliged to do so.

Patient Charter

We are committed to giving you the best possible service.  This will be achieved by working together - help us to help you.

  1. You will be treated as a partner in the care and attention you receive.
  2. You will be treated as an individual and will be given courtesy and respect at all times, irrespective of your ethnic origin, religious belief, personal attributes or the nature of your health problems.
  3. Following discussion you will receive the most appropriate care given by suitably qualified people.  No care or treatment will be given without your informed consent.
  4. 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 your care and treatment.
  5. It is our job to give you treatment and advice.  In the interest of your care and treatment it is important for you to understand all the information given to you.  Please ask questions if you are unsure of anything.
  6. We need help too.  Please ask for a night visit only when you feel it is really necessary and for home visits by the doctor only when you are too ill to visit the Health Centre.
  7. Please do everything you can to keep appointments.  Tell us as soon as possible if you cannot and be ready to provide information about your past illnesses, medication, hospital admissions and any other relevant details.
  8. We will provide you with information about how to make suggestions or complaints about the care and treatment we offer.  We want to improve services and will therefore welcome any comments you have.
  9. While we undertake to treat you with courtesy and respect we expect that you will reciprocate by treating our staff in the same manner.

Issue Date: May 2013
Reviewed: November 2015
Next Review: November 2017


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.

Chaperone Policy


Intimate examinations or procedures can understandably be stressful and embarrassing for patients and health professionals must endeavour to ensure the patient's comfort, dignity and privacy. Recent high profile local and national cases of alleged and/or proven inappropriate behaviour of health professionals towards patients highlighted the need to ensure both patients and professionals were 'protected'.

An intimate examination or procedure is recognised as one involving the breast, genitalia or rectum. The GMC (2002) states that arrangements should be made for a chaperone to be present if intimate examinations or procedures are carried out in situations that may be open to misinterpretation.

Best Practice Guidelines

Prior to undertaking any clinical examination the health professional should:

  1. Explain why the examination is needed, giving the patient opportunity to ask questions and discuss concerns.
  2. Explain what the examination will involve, reassuring the patient if they are likely to experience pain or discomfort.
  3. Ensure the patient's consent is obtained before the examination and be prepared to stop if the patient requests. Consent must be documented.
  4. Offer a chaperone. If the patient does not want a chaperone the health professional must record that the offer was made and declined. If a chaperone is present the health professional should record that fact and make a note of the chaperone's identity.
  5. If for justifiable reasons a chaperone cannot be offered the health professional should explain that to the patient, offer to delay the examination or procedure to a later date. The health professional should record the discussion and its outcome.

READ codes to record the refusal/attendance of a chaperone:
  9NP1 Chaperone present (freetext the identity of the chaperone)
  9NP2 Chaperone refused

The practice will ensure that all members of staff receive the level of training necessary for them to fulfil their individual responsibilities identified in this policy.

Issue Date: May 2013
Reviewed: November 2015
Next Review: November 2017

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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