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Suggestions & Complaints

Mission Statement


We will offer our patients a wide range of high quality services, which will be delivered by a team of skilled health care professionals in a comfortable and confidential environment. Every patient will be treated with respect and politeness and we expect you to do the same for all our staff.

We are here to help patients understand their health needs and be responsible for their own health and well-being. We will not discriminate on race, creed, age or gender.

We expect that patients will use our services responsibly and will not abuse the service or our staff.

If patients have a complaint we will listen and try to rectify in an open and honest environment.

Suggestions & Complaints

We welcome feedback on the positive and suggestions on how to continue to improve. 

We have a complaints policy.

Where possible please put your complaint in writing to the Practice Manager who will initially acknowledge receipt of the complaint and inform you of the expected time frame to investigate further and respond to you. This time frame can depend on the complexity of the complaint and number of people involved. Please bear with us as we would like to fully resolve your complaint. 



ConfidentialityThe 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

The ICO has published a new Model Publication Scheme that all public authorities are required to adopt by 1st January 2009.

Model Publication Scheme - further information



We aim to provide the best possible service to our patients and hope you will feel that we achieve that aim. The care of your health is a partnership between yourself and the Primary Health Care Team. The success of that partnership depends on an understanding of each other’s needs and co-operation between us. Our responsibility to you:

  • You will be greeted courteously
  • You have a right to confidentiality
  • You have the right to see your medical records subject to the limitations of the law
  • You will have access to a clinician on the same day if your problem is urgent
  • You will be seen by your preferred doctor whenever possible
  • You will be informed if there will be a significant delay for your appointment
  • You will be referred to a consultant when your GP thinks it necessary
  • You will be able to call for results of any tests or investigations which can be discussed on request or at your next appointment
  • Your repeat prescription will be ready for collection within 72 hours of your request
  • Your suggestions and comments about the services offered will be considered sympathetically and any complaint dealt with quickly

 …. .but please also remember…..

Your responsibility to us:

  • Please treat all surgery staff with the same respect – we are all just doing our job
  • Abusive or violent patients will be removed from the practice lists.
  • Do not ask for information about anyone other than yourself
  • Tell us of any change of name or address, so that our records are accurate
  • Only request an appointment if appropriate. Can other agencies deal with the problem more appropriately? eg pharmacy
  • Home visits should only be requested if you are housebound
  • Please cancel your appointment if you are unable to attend
  • Please be punctual, but be prepared to wait if your own consultation is delayed by an unexpected emergency
  • Please allow sufficient time for your consultant’s letter or the results of any tests to reach us
  • You will be advised of the usual length of time to wait
  • Use the tear off slip to request your repeat prescription whenever possible or use online access
  • Please attend for review, when asked, before your next prescription is due
  • Do let us know whenever you feel we have not met our responsibility to you
  • We would, of course, be pleased to hear when you feel praise is due as well!

Information Governance

What we record

Information about you, your medical treatment, and family background may be recorded, either on paper or in computer files, as part of providing you with health services.

This information is vital to the proper operation of the NHS, and is needed to give you and others the best possible healthcare.

What you can do

Please read the rest of this leaflet in order to better understand how we use medical information about you. If you would like further information, then see the contacts at the end of the leaflet.

You have choices on how we use your personal information, but will need to contact us for the appropriate documentation.

How we use your information:

Doctors need to make notes about any diagnosis, test results, treatments including drugs prescriptions, and other information that you may provide, that seems relevant to the treatment of your condition.

Managing the data

We need to be able to move electronic information from system to system, extracting the data and modifying it for the next system. Occasionally, tests will need to be made on the data to check that it has been transferred correctly. This will only be done under carefully controlled conditions and all employees and contractors will be under strict contractual obligations to protect your confidentiality.

Other Agencies

The NHS is not the only government service to provide you with care, and it will be necessary for us to provide other agencies with appropriate information, but only with your consent (or that of your relatives if you are too ill).

How we protect your information

The sensitivity of patient information is well understood within the NHS. All staff and contractors are trained to respect their duty of confidentiality to you, and have this written in their contracts.

We keep paper and electronic records securely to prevent unauthorised access or misuse.  Wherever practicable, we remove references to personal details such as your name and address, and often restrict it further to reduce the chances of anyone identifying a record as relating to you.

What else?

You can have a say in how the NHS uses information about you and we are required by law to allow you access to your medical records. All requests to view your medical records should be made in writing. We are allowed by law to charge a fee to cover our administration and costs.  If you want to find out more or have any concerns, please contact us 

Further information is available on the nhs web-site:

We need to keep this information in order to provide proper care for you (for later treatment, or if you should be seen by another doctor) and to allow others to check the treatment that you have received.

Nurses and other health professionals also need access to these records, and will add their own notes, as part of the overall healthcare provision.

Secretaries, receptionists, and other clerical staff need access to some of your records in order to do administrative tasks, such as: booking appointments and communicating with you and other parts of the NHS.

Your doctor may also need to provide information under certain Acts of Parliament (e.g. the Communicable Diseases Act 1978 - which is necessary to prevent the outbreak of certain highly contagious diseases) to protect you and others.

The Health Service

In order to manage the NHS, some restricted information concerning treatments, drugs prescribed, numbers of patients seen, etc. is needed, and hospitals and general practices must provide this information in returns to various central bodies.

This information has personal details such as your name and address removed wherever possible.

It is necessary from time to time to check these returns to prevent fraud as part of the NHS’s statutory obligations. This may result in your being contacted by an NHS Fraud Office to see if you will consent to your records being checked. Only if you do consent will the auditors be allowed to access your records.

Teaching Clinicians

Some medical files are needed to teach student clinicians about rare cases. Without such materials, new doctors and nurses would not be properly prepared to treat you

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