Excalibur Drive SurgeryTel: 029 2076 4444
Thornhill Road SurgeryTel: 029 2076 4444
All Clinicians and members of staff at North Cardiff Medical Centre have a duty to respect and maintain patient confidentiality. Furthermore, subject to service provision requirements, NCMC contracts with third party healthcare individuals and organisations such as locum doctors, nurses, clinical agencies and pharmacists who have a professional duty of confidentiality.
If you have any concerns or objections in relation to your information being shared with other healthcare professionals, please contact Mrs Sarah Morris, Practice Manager.
No personal information will be passed on to any other sources without your prior consent. All personal information held by the Practice is subject to the Data Protection Act (1998). All staff and Clinicians are trained on Caldicott Principles and Guidelines.
We 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 and she will deal with your concerns appropriately. Further written information is available on the complaints procedure from reception.
We are continually striving to improve our service. Any helpful suggestions would be much appreciated and a suggestion box is located in the waiting area.
Patient Complaint Leaflet
The Ombudsman can look into complaints about local government, National Health Service organisations - including GPs
See the Ombudsman website for details
As a patient of the practice you have a right to:
Be treated as an individual, with courtesy, respect and dignity at all times.
Be given the names of people involved in your care.
Be offered a health check appointment on registering with the practice.
Be seen, under normal circumstances, within 30 minutes of your appointment or to be given the reason for the delay and have the right to make another appointment.
Be given, under normal circumstances, a routine appointment within two weeks.
Be seen without an appointment when warranted by a condition that you feel needs to be dealt with that day - such occasions may result in waiting times exceeding 30 minutes.
Receive advice or action you can take to promote good health.
Be given the most appropriate care by suitably qualified people and no care or treatment will be given without your informed consent.
Be referred to a consultant acceptable to you when a clinician feels such a course of action is necessary.
Choose whether or not to take part in medical research, receive medical advice over the telephone.
Have access to your health records subject to any limitations in the law, have access to suitably qualified clinical personnel at all times for emergencies.
Expect a complaint to be treated in accordance with health service guidelines and to receive a leaflet describing the process. Download our Patient Leaflet for Compliments Suggestions and Complaints.
Receive a copy of the practice leaflet from reception or download a copy at the following link Practice Leaflet, which will give you details of all practice services etc that are available to you.
To telephone the surgery prior to attending for urgent treatment for which you do not have an appointment.
To attend the surgery instead of requesting a house visit, when at all possible, to gain benefit from facilities available. Home visits will normally be made only in true emergency situations, where for medical reasons the patient is unable to attend the surgery. Please note under current NHS regulations should the doctor consider that the most clinically appropriate place for assessment is at the surgery or our out of hours centre then a home visit will not be made.
To ask for emergency/night (Out of Hours) medical attention only when it is truly necessary and attend the emergency treatment centre if requested.
To be on time for an appointment or let us know as soon as possible if you cannot attend
To treat the staff with courtesy and understanding. If you fail to do this or act aggressively or violently towards any members of staff, the police will be called and you will be removed from our patient list and we will ask the Cardiff UHB to make other arrangements for you to have access to services.
To use the Out of Hours and Emergency Services appropriately.
Practice Publication Scheme
The General Data Protection Regulation (GDPR) is a new law that determines how your personal data is processed and kept safe, and the legal rights that you have in relation to your own data.
The regulation applies from 25 May 2018, and will apply even after the UK leaves to EU.
Please read the attached documents to find out more.
Patient information leaflet
Privacy Statement for Patients
Welsh GP Record
Patient Choice Form Welsh Health Record
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