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

In accordance with the General Data Protection Regulations (GDPR) 2016, the Data Protection Act 2018 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the practice manager and are usually free of charge. No information will be released without the patient consent unless we are legally obliged to do so.

Data Security & Protection Policies

Privacy Notice

COVID-19 Privacy Notice

How we use your information

Data Protection & Confidentiality Policy

Information Governance & Data Security Policy


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.

You may raise a concern with the practice in several ways:

  • Submit a comment directly from this website
  • Submit a comment using the NHS Choices website
  • Send us an email using one of the following email addresses:
  • By speaking directly to a member of the team:
    • Our administration team and office supervisors are often able to resolve minor issues.
    • Our assistant practice managers are usually able to resolve more significant issues.
    • Our practice manager can assist in the most serious cases and will facilitate a response to any complaint submitted in writing.
  • By completing a comment form and placing in in the comments box in the waiting room.
  • By writing to the practice manager (your letter can be addressed to either site).

Alternatively, you may request that your complaint is investigated by NHS England.

You can download the following documents here:

Patient Comment Form

How to make a complaint

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.

Patient Charter

The patient charter is a statement of what patients can expect from the practice and what the practice would expect from the patient. You can read the charter here

General Practice Data for Planning and Research (GPDPR)

For the latest information regarding GPDR, click here

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