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.

Complaints Policy

  • Pont Newydd Medical Centre aims to give a friendly and professional service to all our patients. However, if you have any concerns about any aspect of our service, please let us know.
  • Speak to whomever you feel most comfortable – your GP, our Practice Manager or our reception staff will be happy to help.
  • In the majority of cases, concerns can be resolved quite easily. However, if you feel we have not dealt with the issues you have raised as you would wish, you can write to the Complaints Manager at Cwm Taf Local Health Board
  • The PCT also operates a Patient Advice and Liaison Service (PALS) which can often help resolve any problems before they become formal complaints
  • The practice has recently implemented a suggestions box. This allows patients to offer suggestions to improve patient services. Patient suggestions will be regularly reviewed by the practice management and GP's

Late for Appointments Policy

It is important that patients report for their appointments on time. Failure report on time is disruptive and has an adverse impact on other patients. Unless there are exceptional circumstances, patients who report more than 5 minutes late for a nurse appointment or 10 minutes late for a doctor appointment, will have their appointment cancelled and will be re-booked. Persistent late attendance will result in a warning letter. Where this continues the case will be referred to the partnership meeting and the patient may be removed from the practice list.

Missed or late cancellation of appointments

Missed appointments are extremely disruptive and deny other patients the opportunity to consult with clinicians. If you think you might be late or miss an appointment, please ring the surgery at the earliest opportunity. This may enable someone else to take your appointment. Cancellations within an hour of appointment times will be treated as missed appointments. 

Individual circumstances will be considered by the practice clinicians. Patients who fail to attend for more than one appointment will be sent a warning letter from the practice. Failure to attend further appointments after a warning letter has been issued may result in the patient being removed from the practice list. Patient's considered for removal by the practice are discussed at partnership meetings.

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.




NHS WalesThis site is brought to you by My Surgery Website