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Practice Policies

Confidentiality & Medical Records

Confidentiality of Patient Data

All patient information is considered to be confidential and we comply fully with the Data Protection Act 1998 and Caldicott principles.  All employees in the practice have access to this information in relation to their role, have confidentiality clauses in their contracts of employment and have signed a confidentiality agreement.  All staff members adhere to the Confidentiality: NHS Code of Practice 2003.

Locked blue folderThe practice complies with data protection and access to medical records legislation. Where appropriate, patient information may be shared with other parties within the care team involved in the direct care of patients.  Where a patient wishes information not to be shared within the team providing direct care then they must discuss this with their GP.

Patient information WILL NOT be shared outside the direct care team without consent being sought.  An individual has the right to  refuse to have their information disclosed, although this may have an impact on their care, their wishes will be complied with.

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.

All of our staff sign a  Staff Confidentiality Agreement and any visitors to the practice have to sign one as well 3rd Party Confidentiality Agreement

Please see our Confidentiality of Patient Data Policy

See our leaflet How We Use Your Health Records

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.  See our Freedom of Information Patient Leaflet for details.


Equality and Diversity

The practice is committed to both eliminating discrimination and encouraging diversity amongst our workforce and in relation to our patients and service users.

The practice and its staff will not discriminate on grounds of gender, marital status, race, ethnic origin, colour, nationality, national origin, disability, sexual orientation, religion or age.

See our Equality and Diversity Policy for details.

Sharing of Information

Whilst it is vital for the proper care of individuals that those concerned with that care have ready access to the information that they need, it is also important that patients and their carers can trust that personal information will be kept confidential and that their privacy is respected.

All staff have an obligation to safeguard the confidentiality of personal information. This is governed by law, their contracts of employment and in many cases, professional codes of conduct. All staff should be aware that breach of confidentiality could be a matter for disciplinary action and provides grounds for a complaint against them.

This policy, Sharing and Disclosure of Patient Information Policy provides guidance to Practice staff on the disclosure of patient information to third parties

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.  See the leaflet above How We Use Your Health Records for information on how to get access to your medical records.


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 - Amanda, who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception.

Patient Leaflet About Our Complaints Procedure

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.

Help us to Help You

  • Treat us with the same courtesy and respect as you expect from us.
  • Do not use the out-of-hours service as an extension of surgery hours - it is for EMERGENCIES only!
  • Only request a home visit if you are too ill to come to the surgery.  Try to phone in the requests before 10.30am if possible.
  • Allow 48 hours before collecting repeat prescriptions.
  • If you cannot keep an appointment, please let the surgery know in good time.  We may be able to offer it to someone whose need is urgent.
  • Tell us in writing if you change your name, address and telephone number. 
  • Please be patient if we are very busy or running late.

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