Practice Policies

Freedom of Information – Publication Scheme

The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme.  A Publication Scheme is a guide to the “classes” of information the practice intends to routinely make available.  This scheme is available from reception.

Complaints Procedure

We always try to provide the best service possible, but there may be times when you feel this has not happened.  We operate a complaints procedure as laid down by the NHS.  Your complaint should be made in writing to the practice manager.  You will receive an acknowledgement and a full reply once your complaint has been investigated.

Comments and Suggestions

We are happy to accept and consider comments and suggestions from our patients.  Please present your views in writing at reception or by post (to our practice manager).

Access to Patient Information

All practice staff and attached staff have access to patient information and are bound by the NHS rules of confidentiality.  Disclosure to third parties can only be made with the written consent of the patient.  Patients who wish to have access to their medical records may do so on payment of the statutory fee.  An appointment with the practice manager is usually required.

Local Health Board

The services provided by the practice have been commissioned by Cardiff & Vale University Health Board whose address is PCIC Offices, CRI, Cardiff CF24 0SZ,  Tel: 029 20 335200 and from whom details of primary medical services in the area may be obtained.

Zero Tolerance

In line with the rest of the NHS, we have a zero tolerance policy towards violent or aggressive patients.  Any patient behaving in an aggressive or threatening manner towards any member of the practice team, other patients or visitors will receive a letter detailing the behaviour and warning they may be removed from the practice list.  An act of violence by a patient to a member of the practice team, another patient or visitor, will result in the police being called, removal of the patient from the premises, possible criminal proceedings and immediate removal from the practice list.

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