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Surgery Policies

Confidentiality & Medical Records

Locked blue folderThe surgery 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 Practitioners and the surgery 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 surgery.

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 who will deal with your concerns appropriately.

Once your complaint is received by the surgery we will write or telephone you within 3 working days to acknowledge receipt of your complaint. We will then investigate your complaint and send you a response once our investigation is complete. We will stay in touch with you and agree timelines for response. 

If you would rather meet face to face to discuss your complaint we would be very happy to do this. We will discuss this with you when we acknowledge your complaint.

Complaints Procedure - Please click here to see the latest copy of the surgery complaints procedure

Please click here to access the NHS Complaints Procedure and information

Help with making a complaint

If you feel that you need help and support in making a complaint about any aspect of NHS care you have received, you can contact POhWER who are a national free NHS advocacy and support service.

The can be contacted in a variety of ways, including:

Telephone: 0300 456 2370 (charged at local rate)


Post: PO Box 14043, Birmingham, B6 9B

Violence Policy

The NHS operate a zero tolerance policy with regard to violence and abuse and the surgery has the right to remove violent patients from the list with immediate effect in order to safeguard surgery 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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