Practice Policies

Confidentiality & Medical Records

Locked blue folderThe practice complies with General Data Protection Regulations (GDPR) 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.

More information on how we use your data can be found in our Privacy Notice: Abbotswood Medical Centre Privacy Notice

For further information please visit the Information Commissioner's Office website:

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 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. You may also access your records online - please ask at reception to be registered for this. No information will be released without the patient consent unless we are legally obliged to do so.

DNA (did not attend) Policy


There is great pressure on appointment availability. National policy is to encourage patients to expect to be seen within 48 hours, or on the same day for more urgent problems. 


As a practice we would like to reduce the rate of DNAs, by the use of education, a certain amount of pressure, and by considering the removal of those who persistently waste our time.


  •       To free up appointments for those who genuinely need them
  •       To reduce the waste of clinical time
  •       To reduce the pressure on all staff in being able to offer prompt appointments


A list of frequent non-attenders will be produced monthly and reviewed by the partners to identify any patients who should be excluded from the general policy, for reasons such as clinical memory problems.

If a patient has missed 2 consecutive appointments, or 3 in a year, they will recieve a letter from the practice. One further DNA within 6 months of the first warning letter will result in a letter which will warn them of the risk of removal if no change is made. One further DNA will trigger a letter requiring attendance at an appointment with a named person  to discuss their attendance record.  Failure to make and keep this appointment within 14 days results in their name being put on the list of likely removals. In any event, one further DNA within 6 months will put their name on the “removal” list.  Patient who are liable to be removed will be discussed at a practice meeting and one of the Parters will have the final dicision and authorise the removal from the practice list.


Should you need a professional chaperone present at a consultation or procedure then please alert reception staff who can ensure that a suitable member of staff is available for the appointment.

Sickness Certification 

If you are off work for one to two days, no certificate is required.

However, if absent from work for a period of three to six days you may need to complete a self-certification form, which is obtainable from your employer. If you are absent from work for seven days or more, because of illness, you may require a doctor's certificate. In which case, you must arrange an appointment with a doctor, otherwise a certificate will not be issued.

If, for whatever reason, you require a doctor’s certificate covering a period of less than seven days, a private certificate can be issued at an appointment; there will be a charge for such a certificate.


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.

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.

Policy For Removal From Practice List 2018.docx

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