Practice Policies

Patient Rights & Responsibilities

You have the right:

  • To be treated confidentially and with courtesy.
  • To be able to ask questions and make your own decisions.
  • To be kept informed about your health and treatment.

The practice operates a zero tolerance policy, the staff are here to help you. Our aim is to be as polite and helpful as possible to all our patients. If you consider that you have been treated unfairly or inappropriately, please ask the reception staff to contact the practice manager who will be happy to address your concerns. Shouting, swearing and any form of threatening verbal of physical behaviour will not be tolerated under any circumstances and patients who are abusive in any way will be removed from the patient list.


We ask you for personal information so that you can receive appropriate care and treatment. This information is recorded on our computer and we are registered under the Data Protection Act. The practice will ensure that patient confidentiality is maintained at all times by all members of the practice team. However, for the effective functioning of a multi-disciplinary team it is sometimes necessary that medical information about you is shared between members of the team.

Why Does The NHS Collect Information About You?

Your doctor and the team of health professionals caring for you keep records about your health and any treatment or care you receive from the NHS. This information will either be written down (manual records) or held on computer (electronic records). These records are then used to guide and manage the care you receive.
You may also be receiving care from organisations outside the NHS (like Social Services). If so, we may need to share some information about you so that everyone involved in your care can work together for your benefit. Whenever this is necessary, your information will be handled in the strictest of confidence and will be subject to the principles of confidentiality.

Comments & Suggestions

We are happy to accept and consider comments and suggestions from our patients. Please present your views in writing at reception.

Complaints Procedure

We always try to provide the best service possible, but there may be times when you feel that this has not happened. The following information explains our in-house complaints procedure, drawn up to respond to patient grievances. Our practice procedure is not able to deal with questions or legal liability or compensation. We hope you will use it to allow us to look into and, if necessary, correct any problems that you have identified, or mistakes that have been made. If you use this procedure it will not affect your right to complain to the Health Service Authority. Please note that we have to respect our duty of confidentiality to patients and a patient’s consent will be necessary if a complaint is not made by the patient in person. If you wish to make a complaint, please contact our practice manager.

Once we have received a written complaint, it will be acknowledged within two working days and, in most cases, a full written response will be made within 30 working days. Where this is not possible you will be informed of the reason. We will try to address your concerns, provide you with an explanation and discuss any action that may be needed.

Access To Patient Information

If for any reason you feel that you need to see your notes you must make an appointment with reception. There will be a charge for this activity.

Freedom Of Information

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 make routinely available.

Data Protection Officer

Data Protection Officer as a Service - NHS Wales Informatics Service (NWIS), Information Governance, Data Protection Officer Support Service

Address - 4th Floor, Tŷ Glan-yr-Afon, 21 Cowbridge Road East, Cardiff CF11 9AD

Contact via -

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