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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 GDPR and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the reception team.  No information will be released without the patient consent unless we are legally obliged to do so.

Complaints

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 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.

Zero Tolerance Policy

Our staff come to work to care for others, not to become victims of violence, threatening behaviour, physical, verbal, racial abuse or discrimination.

If you are violent or abusive in any way towards our staff, we have the right to remove you from our practice list. 

It is unacceptable for patients to refuse treatment, care or services from a particular member of staff if the refusal is based on discriminating grounds.

Should you refuse services on discriminatory grounds then it may be considered that you are refusing treatment altogether.

Chaperone Policy

If you would like a chaperone present during your consultation, please advise the receptionist when booking your appointments or when checking in.  You may also ask the doctor/nurse during the consultation.

Lateness Policy

Please click on the link below for our practice lateness policy.

CMP Lateness Policy

Private Letters

The practice requires payment for any To Whom It May Concern Letters that a patient requests before the letter will be processed by the secretaries. 

Please ensure payment is made as soon as possible and within 2 weeks of the date the letter is requested.  If payment is not received within this time and the letter is still required, it will need to be re-requested via the GP. 



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