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Patients Charter and Practice Policies

Patients Charter

You have a right to expect a high standard of medical care from our Practice and we will try at all times to provide the very best care possible within our resources.

In order to assist us in this we require that you take full responsibility for ensuring that you do not abuse the service.   For example, it is your responsibility to ensure that you keep medical appointments and follow the medical advice given.

Very occasionally a practice/patient relationship breaks down completely. In this situation the patient may choose to register with a different practice. The practice also has the right to remove that patient from their list. This would generally only follow a warning that had failed to remedy the situation and we would normally give the patient a specific reason for the removal.

We aim to provide the best possible service to our patients and hope you feel that we achieve that aim. The care of your health is a partnership between yourself and the Primary Health Care Team. The success of that partnership depends on an understanding of each other’s needs and co-operation between us.

Rights and Responsibilities of the Patient

Our Responsibilities to You

    • You will be treated courteously.

    • You will have a right to confidentiality.

    • You will be seen the same day if your problem is urgent.

    • You will be referred to a consultant when your GP thinks it is necessary.

    • We regard continuity of care as important and therefore whenever possible will arrange for you to see your usual Doctor

Your Responsibilities to Us

    • Please try to keep your appointments, arrive on time and only ask for home visits if you are too ill to attend surgery.

    • Please treat all staff with the same courtesy and respect with which you would expect to be treated.

    • Please do not call the doctor out of hours unless it is really necessary.

    • Please cancel your appointment if you are unable to attend.

    • Please do not ask for information about anyone other than yourself.

Practice policies

Confidentiality & Medical Records

Locked blue folderThe practice complies with the General Data Protection Regulation (GDPR) and access to medical records legislation. See the practice privacy notice for more detail. 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 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.


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 Surgery 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.

    • Please be punctual, but be prepared to wait if your own consultation is delayed by an unexpected emergency.

    • Please keep the surgery informed regarding any address changes or telephone contact details.

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