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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.


Customer service formWe make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

To pursue a complaint please contact the practice manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception.

DNA Appointment Policy  - NEW (April 2015)


Approximately 120 appointments per month are 'Did Not Attend' (DNA), i.e. the patient does not turn up for the appointment and does not contact the surgery in advance to cancel/change their appointment.

The effect of these missed appointments are:

  • An increase in the waiting time for appointments
  • Frustration for both staff and patients
  • A waste of resources


If a patient fails to attend a pre-booked appointment a 1st DNA letter will be sent to the patient, advising them on how to cancel appointments in the future to reduce wasted clinician time.

If the patient fails to attend another (2nd) appointment within a six month period of their 1st DNA, a 2nd DNA letter will be sent to the patient advising them that a further occurrence could risk removal from the Practice.

If the patient fails to attend another (3rd) appointment within a three month period the matter will be discussed at a Practice Meeting with the patient’s regular GP present, and a decision taken as to whether to consider removing the patient from our practice list. A 3rd DNA letter will then be sent to the patient advising them that the matter has been discussed at a Practice Meeting, and the patient will require to attend an appointment with a GP Partner (Dr FAGERSON, STUBBINGS, WALLACE or MAGGS) to discuss their attendance record. Failure to make and keep this appointment within 14 days will result in their removal from our patient list.

Warning letters are valid for a period of 6 months, consideration for removal based on warning greater than 6 months old will be invalid - in this case a further formal warning (letter 2) and period of grace will be required.

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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