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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.

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 and significant events

Our healthcare team will always strive to provide the best possible service – the same quality of care they would expect for themselves. If at any time you are unhappy with the attention you have received or you have a suggestion on how we might improve, please do not hesitate to contact Mike Stewart, General Practice Manager. He will make every effort to investigate and respond to your concerns as soon as possible. If he is unable to resolve them he will explain to you in an impartial manner what your rights and possible options might be.

All significant and critical events and errors are logged and fully investigated to ensure that processes are continually improved. Where we learn of errors made at hospitals or in pharmacies we make sure these are reported back.

Feedback from our patients is very important as it helps us to improve the service. Please let the manager know what you like, what you dislike and whether you have any ideas for improvement. There are is a Complaints leaflet/form available from reception.

The local Patient Advice and Liaison Service (PALS) can be very helpful in supporting patients who are fearful or reluctant to complain or who have experienced a series of errors/problems on their journey through the NHS.

For all complaints, comments, advice and support relating to community services and secondary care and for general advice relating to NHS services, contact the CCG’s patient experience team.

Patient Experience


Pomona House



Tel: 01803 652578


Complaints and concerns relating solely to primary care, should in the first instance be directed to the Practice Manager or to NHS England

NHS England

PO Box 16738


B97 9PT

Tel: 0300 3112233

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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