Patient Rights and Responsibilities & Activity Data

Activity Data - March 2024 

Activity Data - March 2024

Activity Data - February 2024 

Activity Data - February 2024

Activity Data - January 2024

Activity Data - December 2023

Activity Data - November 2023

Activity Data - October 2023

Activity Data - September 2023

Activity Data - August 2023

Activity Data - July 2023

Activity Data - June 2023

Activity Data - May 2023

Activity Data - April 2023


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.

We share some information on practice activity with the Local Health Boards and the Welsh Assembly Government.

Whenever possible this information is annonymised i.e. names and other identifying details are removed. Information is NOT shared with any third party outside the Health Service (e.g. Insurance, employer, solicitor) without your explicit consent and agreement.

You may also be receiving care from organisations 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.

How do I access my information?

Data Protection legislation gives individuals the right to request a copy of personal data held by the practice.  This is known as a Subject Access Request (SAR) and can be made by patients. An individual is entitled to a copy of their personal data including the reasons why we hold their data and whether we share their data with third parties.  Patients are only entitled to a copy of their own personal data unless they are validly acting on behalf of another individual when making the request.  The practice must respond to the requester within 28 days.  Identification will be required when collecting personal data.  Under the General Data Protection Regulations, SARs are free of charge.

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.
This scheme is available on request. 

Comments & Suggestions

We value all patient feedback. Should you wish to share your views please find a box located in the waiting area where you can leave your comments or suggestions, and these will be discussed by the Practice at management meetings and responded to accordingly.

Raising Concerns Procedure

The practice takes reasonable steps to ensure that the concerns procedure is accessible to all patients. It is advertised in the practice and the practice leaflet. Anyone wishing to raise a concern can ask for a copy of the practice procedure. 

We take reasonable steps to ensure that our patients are aware of:

  •     the Concerns – Putting Things Right” procedure.
  •     the role of Aneurin Bevan University Health Board and other bodies in relation to concerns about services under the contract; and
  •     their right to assistance with any concern from independent review services.

If you, the patient, feel able to do so, the best place to start is by talking to the staff who were involved with your care and treatment. They will make their best effort to resolve your concern immediately. If you would prefer to speak to the supervisor or manager, then this can be arranged.

Receiving of concerns

The practice may receive a concern made by, or on behalf of a patient, or former patient, who is receiving or has received treatment at the Practice. A relative or friend may raise a concern on behalf of a patient, however if the response is to include personal information, then express consent will be required.

  •     Where the patient is a child, only a parent or other person who has legal responsibility for the child may raise a concern on the patient’s behalf. 

Period within which concerns can be made.

  •      Concerns can be raised no later than 12 months from the date on which the issue occurred or the date the person realised they had a concern.
  •      Acknowledgement of concerns to be made within 2 working days of their receipt.
  •      Response to be sent within 30 working days of receipt of a concern or if that is not possible, the person to be kept informed.

Concerns handling

The Practice Manager is responsible for the operation of the concerns procedure and the investigation of concerns; and

Dr Jayasinghe as senior partner is responsible for the overall effective management of the concerns procedure and for ensuring that action is taken in the light of the outcome of any investigation.

Action upon receipt of a concern 

Concerns may be received:

  •    verbally (by telephone or in person) 
  •    electronically (by email or text)
  •    in writing (by letter or concern form)

The practice will:

  •    acknowledge the concern in writing or verbally within the period of 2 working days beginning with the day on which the concern was received.
  •    ensure the concern is thoroughly investigated.
  •    provide a full response to the patient within 30 working days beginning with the day on which the concern was received. 

If we are unable to provide a response within this time frame, we will provide a reason why and a revised time frame. 

Review of concerns

Concerns received by the practice will be reviewed to ensure that learning points are shared with the whole practice team:

Concerns received during the month will be reviewed monthly at meetings of practice staff and managers to ensure any actions required are put into practice.

A full review of all concerns will be carried out annually (at a practice meeting at the end of the clinical year) to identify any trends or additional actions/learning points.


All concerns will be treated in the strictest confidence.

Where the investigation of the concern requires consideration of the patient's medical records, the Practice Manager must inform the patient or person acting on his/her behalf if the investigation will involve disclosure of information contained in those records to a person other than the Practice or an employee of the Practice.

The practice must keep a record of all concerns and copies of all correspondence relating to concerns, but such records must be kept separate from patients' medical records.

Concerns raised with Aneurin Bevan University Health Board about or by primary care providers.

As part of the Putting Things Right arrangements, If you do not feel able to raise your concerns directly with the practice you can contact the Putting Things Right Team at Aneurin Bevan University Health Board on 01495 745656 or e-mail:

Please note that as an Independent Contractor not directly managed by the Health Board, the Practice would be in the best position to resolve most concerns. The Health Board only become involved in General Practice complaint investigations in rare cases, where there is a serious clinical concern.

Therefore, if you do raise your concern via the Health Board, please be aware that it would likely be sent to the practice to investigate and respond (with your consent).”

It is not possible for both the Health Board and the practice to investigate a concern. The Health Board will decide, in accordance with the guidance, whether they can investigate a concern about a primary care provider.

Public Service Ombudsman for Wales

If you are not happy with the practice’s written response, you can contact the Public Service Ombudsman for Wales:  Tel: 0300 790 0203

Address: 1 Ffordd yr Hen Gae, Pencoed, CF35 5LJ

Llais Cymru  

Llais Cymru can provide a free and independent advocacy service, which helps patients or people acting for them to raise a concern.

There are various ways in which you can contact Llais:

Llais Office Hours are: 
Monday to Thursday 9.00am - 4.30pm
Friday 9.00am - 4.00pm

Llais Postal Address is: 

Llais- Gwent Region
Raglan House
Llantarnam Business Park 
NP44 3AB

Phone: 01633 838516       Email:

If you wish to know what to do if you have a complaint go to  Raising a concern about health and social care services | LLais (


Aneurin Bevan University Health Board
Unit 1, Newbridge Gateway,
Bridge Street,

NP11 5GH                      

Tel: 01495 214200

Local Citizens Advice Bureau

Tel: 0844 477 2020

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