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 Practitioners 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 form

If you have a complaint or concern about the service you have received from the Doctors or any of the staff working in this practice, please let us know.  We operate a complaints procedure as part of a NHS system for dealing with complaints.  Our complaints system meets national criteria.
How to Complain
We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned.  If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible-ideally, within a matter of days or at most a few weeks- because this will enable us to establish what happened more easily.  If it is not possible to do that please let us know details of your complaint:
· Within 6 months of the incident that caused the problem.
· Within 6 months of discovering that you have a problem, provided that this is within 12 months of the incident
Complaints should be addressed to Mrs Nicola Gilbert, Practice Complaints Manager or Dr E J Davies, Complaints GP.  Alternatively, you may ask for an appointment with Mrs Gilbert in order to discuss your concerns.  She will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly.  It will be a great help if you are as specific as possible about your complaint.
If you require further information, please click one of the links below.....

Complaints procedure

What We Will Do
We will acknowledge your complaint within 2 working days and aim to have looked into your complaint within 10 working days of the date when you raised it with us.  We shall then be in a position to offer you an explanation, or meeting with the people involved.  When we look into your complaint, we shall aim to:
· Find out what happened and what went wrong.
· Make it possible for you to discuss the problem with those concerned, if you would like this.
· Make sure that you receive an apology where it is appropriate.
· Identify what we can do to make sure this problem does not happen again.
Complaining on Behalf of Someone Else
Please note that we keep strictly to the rules of medical confidentiality.  If you are complaining on behalf of someone else, we have to know that you have his or her permission to do so.  A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.
Complaining to Cardiff & Vale University Health Board

We hope that if you have a problem you will use our Practice Complaints Procedure. We believe this will give us the best chance of putting right whatever has gone wrong and opportunity to improve our practice. But this does not affect your right to approach the University Local Health Authority if you feel you cannot raise your complaint with us or you are dissatisfied with the results of your investigation. You should contact the Complaints Department on 02920 744095.

What to do if you are still unhappy

If you are not happy with the outcome of our investigation, you can contact the Public Service Ombudsmen for Wales

Contact: 08456010987

You may also like to contact the Community Health Council for help - their address and telephone number are as follows:

    Vale of Glamorgan 
      Community Health Council
      2 Stanwell Road
      CF64 2AA 
      Tel: 029 2035 0611   
In addition, the Community Health Council can offer an advocacy service.

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.

Chaperone service

All patients are entitled to have a chaperone present for any consultation, examination or procedure where they feel one is required. This chaperone may be a family member or friend. On occasions you may prefer a formal chaperone to be present, i.e. a trained member of staff.  If you would like further details, our detailed Chaperone policy is available by clicking Chaperone

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