Practice policies - complaints, confidentiality etc


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

However, we are aware that patients may sometimes feel that they have a genuine cause for complaint. It is important for us to hear about these. We would hope to address and resolve any complaints as quickly and as amicably as possible.

To pursue a complaint, please contact the Practice Manager, Anita Mixides- 01582 712021. Anita is very happy to meet with any patient to discuss any issues they may have with the service that they have received from the practice.

Further written information is available regarding the complaints procedure from reception, or please download our detailed complaints information below:

Complaints Information

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 General Data Protection Regulations /Data Protection Act 2018 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made in writing to the practice manager or by completing this form:

Subject access request form

These requests should usually be dealt with free of charge, but occasionally 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 formViolence 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.

Named accountable GP

From the 1st of April 2015, the practice is required under the terms of the latest GP contract to allocate all patients a named accountable GP. We operate an 'own list' system at the practice - all our patients have a named usual GP.

For convenience your named accountable GP will be the named usual GP.

If you wish to be told the name of your accountable/usual GP, please ask the receptionists when you are next in the surgery. 

Please note: there is no need to telephone the practice for this information.

If you need input from a variety of health professionals, then you can discuss these with the named/usual GP if you wish. Alternatively you can discuss these with any of the other doctors.

Having a named/usual GP does not prevent you seeing any other doctor in the practice. Your named/usual GP will not be available at all times and if your needs are urgent, you may need to discuss them with an alternative doctor. 

The Friends and Family Test – a NHS ENGLAND Initiative  

NHS Friends and Family Test (FFT) is a quick and simple way of collecting patient feedback to improve services.

The NHS has asked all providers to provide patients with the opportunity to provide feedback, following their treatment. 

The FFT consists of two questions:

  1. A statutory question   “…would you recommend The Village Surgery to your friends and family.” to which the answers vary from “Extremely likely” through to “Extremely unlikely”.
  2. Each Practice can determine the second question – we have chosen

Thanks for answering the FTT question. Could you please state the reason for your response?

By 1st December 2014, all GP practices were asked to put these two questions to patients, following every episode of treatment. They then need to collate and analyse the data, report the summaries to NHS England and then look at the comments for common themes to make service improvements. NHS England will then publish the FFT score on a national website that is public.

Therefore, if you visit our GP surgery and we have your mobile phone number or an email address, you will be asked about whether or not you would recommend our surgery to your family and friends if they need similar treatment or care.

The information will give our GP practice invaluable feedback on what you think of the care and treatment you have received, which along with existing ways of gathering feedback, will help us to make improvements and improve the experience for our patients. 

The Friends and Family Test has already been successfully rolled out in hospitals across the country and is proving to be valuable in obtaining patient experiences. For more information on the Friends and Family Test, please visit

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