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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 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.

Comments or Concerns

Making a Comment or Voicing a Concern

We regularly review our services and discuss all events that have not achieved the standard of care that we aim to provide. There is a comments box in the reception waiting area and we welcome suggestions to improve the services we offer here at Cathays.Customer service form

If you do have cause for concern, we encourage you to use our concerns procedure. Concerns should be made to Debbie Lovering the Practice Manager. You can do this via the telephone or in writing.

We operate an informal in-house concerns procedure which does not deal with matters of legal liability or compensation. In some cases the in-house procedure is not an appropriate authority.

This procedure does not affect your right to make a formal concern to the Cardiff Local Health Board if you so wish. It does not affect your right to seek compensation in law.

Your concern will be investigated thoroughly and as speedily as possible. We aim to report back to you within two weeks although in some cases more time may be required.

A concern form is available but if you prefer to set out your concern in your own way, you may. Please do not hesitate to contact Miss Debbie Lovering if you require assistance.

Someone in the practice will then investigate your concern. It is likely that as a first step, the investigator will contact you to ensure that he or she fully understands your concern. The investigator will then interview appropriate members of the practice staff and may inspect relevant documents. The conclusion of the investigation will be to discuss your concern with you in detail.

Fill in a comments and suggestions form online HERE

Download the Concern Form HERE

Download the Comments Form HERE

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.



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