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Practice Policies

Repeat Prescriptions


pill_bottle Repeat Prescriptions are not accepted over the telephone, unless a patient is housebound. Patients are requested to return the slip attached to their prescription either by post or handed into the surgery.

Prescriptions will be ready to collect 48hrs later, (we do not count weekends). If a stamped addressed envelope is supplied we will be happy to post out prescriptions. 

 


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.

Missed Appointments


The surgery does not tolerate abuse of the appointment system.  If patients do not attend, or are late, for 3 or more appointments without notice at least 1 hour in advance, they may be removed from our practice list. Due to time constraints, we would ask that if you are going to cancel an appointment in advance, please notify us as soon as you are aware that you can not make the appointment.  This will allow us to offer the spot to another patient.

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 Data Protection Act 1998 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the practice manager and may be subject to an administration charge. No information will be released without the patient consent unless we are legally obliged to do so.


Complaints


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 the patient feeling that they may have 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 see our complaints page.

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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