Confidentiality

We ask you for information so that you can receive proper care and treatment. We keep this information, together with details of your care, because it may be needed if we see you again.

We may use some of this information for other reasons: e.g. to help us protect the health of the public generally and to help ensure the NHS runs efficiently, is able to plan for the future and  train its staff

Information may also be needed to help educate tomorrow’s clinical staff and to carry out medical and other health research for the benefit of all. Everyone working for the NHS has a legal duty to keep information about you confidential. For more information please see link below.

PATIENT PRIVACY NOTICE.pdf

Comments & Complaints

If you have any suggestions as to how we can improve our services to you, we are always happy to hear them. Suggestion forms are available on the front desk at reception and can be placed in our suggestion box in the main reception.

The practice has a formal complaints procedure led by the Practice Manager, Jan Sandercock and the Office Manager Karen Phillips, all formal complaints need to be in writing. However, it is probably better to discuss the problem by telephone or at a personal visit in the first instance.

If you are not happy with our service

You can contact:

The Community Health Council (CHC) Raglan House 6-8 William Brown Close Llantarnam Business Park Cwmbran NP44 3AB Tel. No: 01633 838516

Aneurin Bevan University Health Board  St Cadoc's Hospital Lodge Road Caerleon NP18 3XQ Tel. No: 01633 436700

The Public Services Ombudsman for Wales 1 Ffordd y Hen Gae Pencoed CF35 5LJ Tel No: 08456010987

Abusive Behaviour

The surgery is experiencing an increase in episodes of verbal and physical aggression towards staff and doctors.  Our aim is to treat our patients with equal consideration and respect.  We expect reasonable behaviour in return from our patients.We do have a complaints procedure for patients who are experiencing a problem with our service.  Please use this to resolve grievances.We will not tolerate verbal or physical abuse.  If such behaviour is displayed we will ask the person to leave the premises.  Failure to comply will lead to the police being called.Following an episode we will remove the person from our list of patients with immediate effect.

Practice Security

For your safety and the security of the surgery, CCTV pictures of the waiting areas are recorded at all times.  Recordings will only be viewed by practice staff in the event of incidents requiring investigation.  Recordings will only be made available to the police in the event of a criminal investigation.

At St David's Clinic all telephone calls to and from the surgery are recorded at all times.  These will be replayed and transcribed to aid investigation of incidents and may be used for staff training purposes.