These are local standards set within this practice for the benefit of our patients. It is our job to give you treatment and advice. Following discussion with you, you will receive the most appropriate care, given by suitably qualified people. No care or treatment will be given without your informed consent. Remember that you are ultimately responsible for your own health and the health of your children. We will give you our professional help and advice. Please act upon it. In the interest of your health it is important for you to understand all the information given to you. Please contact us if you are unsure of anything.
Our Responsibility to You
We are committed to giving you the best possible service.
Names: People involved in your care will give you their names and ensure that you know how to contact them. The surgery should be well signposted and the doctors’ and nurses’ named indicated on their surgery room doors/uniforms.
Preferred practitioner: Patients have a right to express their preference to see a particular Doctor or nurse; please tell reception staff if you would like this. This information will be recorded in your records and we will endeavour to comply with any reasonable request. Remember, though, that it may not always be possible for you to see the Doctor of your choice, for example if they are on annual leave.
Patients not seen within three years - All patients aged between 16 and 75 are entitled to a general health care assessment if they have not been seen within the last three years.
Patients aged 75 and over - all patients over 75 are entitled to a general health care assessment if they have not been seen within the last twelve months. Such assessment may be requested at the patient’s home if in the opinion of the Doctor it is unreasonable for them to travel to the surgery.
Waiting time: We run an appointment system in this practice. You will be given a time at which the doctor or nurse hopes to be able to see you. You should not wait more than 30 minutes in the waiting room without receiving an explanation for the delay.
Access: You will have access to a doctor rapidly in case of emergency; and otherwise to a health care professional within 24 hours. We will arrange a home visit as appropriate for those who are too ill or infirm to be brought to the surgery.
Telephone: We will answer the phone promptly and ensure there are sufficient staff available to do this. We may ask you questions to confirm your identity and to safeguard your information.
Test results: If you need tests or x-rays, we will advise you when and how to obtain the results.
Respect: Patients will be treated as individuals and partners in their health care, irrespective of their ethnic origin or religious and cultural beliefs.
Information: We will give you full information about the services we offer. Every effort will be made to ensure that you receive that information which directly affects your health and the care being offered.
Health promotion: The practice will offer patients advice and information on steps they can take to promote good health and to avoid illness. Also, self-help for minor ailments which can be undertaken without reference to a doctor.
Welsh language policy: If, on any occasion, you would prefer to be dealt with by a Welsh-speaking member of our team, please ask us.
Health records: The doctors and members of the team of health professionals caring for you keep records about your health and any treatment or care you receive. This information will either be written down or held on a computer. These records are then used to guide and manage the care you receive.
Confidentiality: Your medical records are held in the strictest confidence. Information is not passed on without your consent unless it is within the confines of the NHS, by legal framework, or is in the public interest. Certain anonymised patient data may be shared for the purposes of public health and audit, research teaching and training. This practice is registered under the Data Protection act. It is a practice and legal requirement that all staff maintain confidentiality of patient records.
Access to your health records: You have a right to see your health records. You are entitled to either look at your records or to receive a copy. In exceptional circumstances your right to see some details in your health records may be limited in your own interest or in the vital interest of others.
If you would like to know more about the use of your information, please contact the surgery or see our privacy notice.
Chaperone policy: All patients are entitled to have a chaperone present for any consultation, examination or procedure where they feel one is required. Whenever possible we would ask you to make this request at the time of booking your appointment so that arrangements can be made and your appointment is not delayed in any way. Where this is not possible we will endeavour to provide a formal chaperone at the time of request. However occasionally it may be necessary to reschedule your appointment.
Your healthcare professional may also require a chaperone to be present for certain consultations in accordance with our chaperone policy.
Carers
Carers Form: for adults who provide regular and substantial care for a disabled, physically or mentally ill person.
The Welsh Government defines a Carer as "anyone of any age, who provides unpaid care and support to a relative, friend or neighbour who is disabled, physically or mentally ill, or affected by substance misuse".
If you wish to have the status of 'Carer' added to your Medical Records, request the form at Reception and return the completed form to the Surgery.
Medical Students
This Practice provides training for medical students. As part of their training, the students spend time sitting in with the doctors and nurses during consultations. If you do not wish to have the student present during your consultation please tell the doctor or nurse and the student will leave. Sometimes the student will see patients initially and then the doctor will attend. You will be informed if this is the case when you make your appointment on arrival.
Your Responsibility to us
Help us to help you
Please let us know if you change your name, status, address or telephone number.
If you move outside the practice area we may ask you to register with a Doctor closer to your new address.
Please do everything you can to keep appointments. Tell us as soon as possible if you cannot attend, otherwise other patients may have to wait longer.
You may not always need to see a doctor, it may be more appropriate for you to see the nurse practitioner, the practice nurse or health care assistant. Please give the receptionist as much information as you feel comfortable with so that they can arrange your appointment with the most appropriate member of the practice team. Remember everything you tell any member of the practice team is confidential.
Please do not ask the doctor for a home visit unless the patient is too ill to visit the surgery.
Please keep your phone call brief and avoid calling during the peak morning time (8.30am to 11.00am) for non-urgent matters.
Please remember it is your responsibility to telephone for your test results. The receptionists are trained to give out test results and tell you what further action the doctor has asked for.
Please ensure you allow 48 hours between requesting and collecting your repeat prescriptions and 5 working days for dispensed medication at Dwyran surgery.
If you are on repeat medication please ensure you attend the review with the doctor annually (or sooner as agreed under your treatment programme).
Patient Conduct
We ask that you treat the doctors and practice staff with courtesy and respect at all times.
Any patient who is violent or displays threatening behaviour to any doctor or member of the staff will be immediately removed from the practice's list of patients and the incident will be reported to the police. Thereafter Betsi Cadwaladr Local Health Board will take responsibility for that patient's care.
Occasionally, we may ask a patient to register with another practice, for example if we feel the doctor/patient relationship has irretrievably broken down or if the patient persistently does not turn up for pre-booked appointments. In these circumstances, we will write and explain the reason for our decision and explain how to register elsewhere.
Social Media Sites
The surgery will not respond to comments made on social media websites such as Facebook, but may contact patients found to be making derogatory or insulting comments.