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Practice Policies

Complaints Policy

We will endeavour to deal with patients’ complaints in a positive way, avoiding where possible the need for patients to directly complain to Aneurin Bevan Health Board. The aim of our complaints system is to:

  • Resolve complaints quickly to the satisfaction of all parties involved.
  • Avoid unnecessary upset for all parties concerned.
  • Avoid progression towards a formal complaint being lodged with Aneurin Bevan Health Board.
  • Learn from situations and improve our general practice services where possible.

Alyson Jones Practice Manager is responsible for the management of any complaints.

The practice manager will inform the partners of any complaint whether it be of non clinical or clinical nature. If the written complaint is of an organisational nature, the nature of the complaint will be acknowledged within two working days, a copy of ‘Putting Things Right’ will be enclosed with initial correspondence. Information is also available from Putting Things Right website.

The practice manager will set up an investigatory meeting with the team member concerned and if deemed necessary with the complainant. Alternatively the practice manager will consult with the complainant via the telephone at a mutually convenient time.

All events and outcomes will be clearly documented at every stage of the complaints process and shared will all parties concerned. The practice requests a reassurance that the complainant is satisfied with the outcome.

We hope to have addressed your concerns, however, if you remain dissatisfied with the response given by the practice you are entitled to refer your case to the Public Service Ombudsman for Wales, details of which are given below.

The practice undertakes annual audits of patients complaints to enable the team to learn plus develop guidelines and policies.

Useful Addresses

Caerphilly Teaching LHB
Unit 1
Newbridge Gateway
Bridge Street
NP11 5GH
Tel: 01495 241200

Aneurin Bevan UHB
Caerphilly Community Health Council
Raglan House
NP44 3BD
Tel: 01633 838516

Public Service Ombudsman for Wales
1 Ffordd yr Hen Gae
CF35 5LJ
Tel: 0845 601 0987

Violent or Abusive Behaviour

The practice operates a Zero Tolerance Policy with regard to violence and abuse and the 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 are obliged to 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 circumstances leading to it. The LHB is then responsible for providing further medical care for such patients.

Access to Medical Records

The practice is registered and complies with the Data Protection Act 1998. Any request for access to notes by a patient, patient’s representative or outside body will be dealt with in accordance with the Act. You are entitled to copies of your records, there is a charge for this and your request is required in writing to the Practice Manager.

Access to Patient Information

We respect your right to privacy and keep all your health information confidential and secure. It is important that the NHS keeps accurate and up-to-date records about your health and treatment so that those treating you can give you the best possible care.

Confidential patient data will be shared within the practice health care team and with other health care professionals to whom you are referred for care. Your data may be used by those clinical teams providing your care for essential purpose of clinical audit.

Confidential patient data may also be required for the broader purpose of public health and audit, research, the provision of health care services, teaching and training. Data disclosed will be kept to the minimum required to serve the purpose and if possible will be kept anonymous before disclosure.

Confidential and identifiable patient information will not be disclosed otherwise with explicit consent, unless:

  1. It is a matter of life and death or serious harm to you or another individual
  2. It is overwhelmingly in the public interest to do so
  3. There is a legal obligation to do so

In all those circumstances the minimum identifiable information that is essential to serve the purpose may be revealed to someone with legal entitlement to access to that data for that purpose.

All individuals with access to your data have a professional and/or contractual duty of confidentiality.

The Welsh GP Record

NHS Wales is making some changes to the way it uses patient information for care.

From autumn 2016 a digital summary of the information held in your GP record will be available to the doctors nurses and registered health professionals looking after you when you are in hospital.

It will help them to give quick, safe and quality care.

Vital information from your GP record has been available for some time to support your care when the surgery is closed 'out of hours' or in an emergency.

But, until now those caring for you in hospital, during an outpatient appointment or in-patient stay, were not able to access the important information held by your GP straight away.  This includes current medications, recent tests and allergies.

Only the healthcare professionals can see your information, and only with your permission.  NHS Wales can check on who, and how every record was looked at.

The Welsh GP Record is a summary of your full GP medical record.  It contains your:-

Name, address and contact details.

Current medication and medication that has been prescribed in the last two years.

Allergies or any adverse reactions

Current problems or diagnosis

Results of any recent tests they have had in the previous year, for example, blood tests and x-rays

It does not include any private discussions you may have had with your GP.


If you don't want anyone other than your GP to see your records you can opt-out.  You can do this by completing an opt-out form.  Click here to download the opt-out form.

Patients are encouraged to talk with their GP before opting out as it could make a difference to the care they receive.  If a parent or guardian of a child under 16 does not wish their child to have a record, they can opt-out on their behalf, but should discuss this with their GP first.

Patient Rights and Responsibilities

You have a right to expect a high standard of medical care from our Practice and we will try at all times to provide the very best care possible within the resources available.

We aim to treat our patients courteously at all times and expect our patients to treat our staff in a similarly respectful way. It is your responsibility to keep your appointments, inform us of your past illnesses, medication, hospital admissions and any other relevant details.

Very occasionally a practice/patient relationship breaks down completely. In this situation the patient may choose to register with a different practice. The practice also has the right to remove that patient from their list.

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