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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.


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.

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.

Face Coverings

  • Patients should all wear a face mask unless they are exempt. 
  • Exemption can be determined by a clinician if patient does not have a certificate
  • All patients are told to wear a face mask when they book a face to face appointment (and the appointment reminder text also states this)
  • If a patient attends without a face mask they can be offered one at the reception desk 
  • If patient refuses to wear one (but they are not exempt), reception should ask them to leave the building and if possible convert the appointment to a telephone appointment OR call the clinician, who may then choose the “exempt” the patient by following the below process.
  • If patient believes they are exempt but does not have any proof, please follow this process:
    • Call/screen message the clinician to see if they are happy to determine that the patient is exempt and update with an Emis alert
    • ask the patient to wait outside until the clinician is ready to send in
    • escort the patient to their appointment and do not allow them to wait in reception

Please see NHS face covering guidance here:

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