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.

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 General Data Protection Regulations (GDPR May 2018) patients may request to see their medical records. Such requests should be made through the Healthcare Administration Team and we will ensure the information is made available to you within 28 days from the request. No information will be released without the patient consent unless we are legally obliged to do so.



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.

Zero Tolerance Policy

Thank you for being respectful to all of our staff.
As a Practice we are very aware that visiting the surgery, at times, can be stressful and concerning for patients. Delays in obtaining appointments and delays in surgery times, due to unforeseen emergency appointments, can also add to these concerns.

We always strive to meet patient expectation and deliver the highest standards of healthcare. For the vast majority of our patients we achieve this, despite the finite resources and steadily increasing demand for services that exists today within the NHS.

Our staff come to work to care for others, and it is important for all members of the public and our staff to be treated with respect.

In return you should expect that our staff treat you with courtesy at all times. The staff work very hard on behalf of our patients and therefore we expect that they have the right to work in a safe environment.

For this reason, Litchdon Medical Centre is committed to the NHS Zero Tolerance Policy.

No form of violence or abuse is acceptable whether it be towards the staff or any other person on practice premises.

If a patient commits an act of violence against any doctor, member of staff, patient, or any other person present either in the surgery or on another premises where he/she is being treated, or behaves in such a way that any of these fear for their safety, it will result in him/her being removed from Team’s list and where appropriate the incident being reported to the police.

Examples of Unacceptable Standards of Behaviour

 Violence.

 Excessive noise eg recurrent loud or intrusive conversation or shouting.

 Threatening or abusive language involving swearing or offence remarks.

 Derogatory racial or sexual remarks.

 Malicious alllegations relating to members of staff, other patients or visitors.

 Offensive sexual gestures or behaviours.

 Abusing alcohol or drugs on practice premises.

 Drug dealing on practice premises.

 Wilful damage to practice property.

 Threats or threatening behaviour. 

The Practice feels sure you will understand that proper behaviour is absolutely necessary for our staff and patients and that non observance will not be accepted.

Thank you for your co-operation.

Infection control annual statement 2018/19

We take infection control seriously at the practice and the link below gives you information on how we manage this.

 Infection control annual statement

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