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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 Assistant Manager/Medical Secretary 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.


Customer service form

If you have a Complaint or are concerned about the service that you have received from the Practice, please let us know.

We hope that most problems can be sorted out quickly and easily, often at the time that they arise and with the person concerned. If your complaint cannot be sorted out verbally in this manner and you do wish to make a more formal complaint, then we would like you to let us know in writing as soon as possible so that we are able to establish what happened more easily. Complaints can be investigated within 6 months of the date that the incident occurred or within 6 months of discovering a problem but no longer than 12 months later.

Formal complaints will only be accepted in writing and should include as much detail as possible and then addressed to:

Mr David Collins 
Practice Manager
St Georges Crescent Surgery
40 St. George's Crescent
LL13 8DB

We shall endeavour to acknowledge your complaint within 2 working days.

We will identify the staff concerned and gather all the necessary evidence

We will investigate your complaint fully and fairly

We will respond directly to you within 20 working days, if this is not possible we will advise you of the reasons for the delay.

If you remain unsatisfied, we will arrange for you to discuss the problem with those concerned.

Please note that we adhere strictly to the Rules of Medical Confidentiality. If you are complaining on behalf of someone else, we have to know that you have their consent to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.

Under the Data Protection Act and Access to Health Records Act, patients can request to view their medical records and/or request that copies be sent to third parties acting on their behalf. All requests must be in writing and contain written consent from the patient before any information can be released (charges may apply).

We believe that this procedure will give us the best chance of putting right whatever has gone wrong and an opportunity to improve the Practice and its services.

If you still remain unsatisfied with our response, It will not affect your rights to request an Independent Review. This however must be made in writing to the Local Health Board within 28 days of receiving our response.

Complaints Officer
Betsi Cadwaladr University Health Board
Wrexham Technology Park
Rhyd Broughton Lane
LL13 7YP

Patients are encouraged to make use of the CHC which provides a free independent advocacy service for patients who wish to make a complaint concerning the NHS.
Tel : 01978 356178

Violence Policy

This Practice operates 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.

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