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Bogus callers

The Practice has been informed by the Health & Social Care Board that some patients have been contacted by 'bogus callers' claiming to be linked to the Practice in order to sell products or extract financial information including bank details.  Some bogus callers have asked questions about medical conditions and current medication.

If you receive a call of this nature, DO NOT disclose any personal information and contact the surgery immediately.

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 Practitioners 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 Business 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 Practice Business Manager 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 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 Business Manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception.

Further information is available at the following link:

Complaints Policy - Patient Information Leaflet

Violence and Abusive Behaviour

The NHS 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.

Definition of Physical and Verbal Abuse and Violence:

Physical and verbal abuse includes:

  • Unreasonable and/or offensive remarks or behaviour/rude gestures/innuendoes
  • Sexual and racial harassment
  • Threatening behaviour (with or without a weapon)
  • Actual physical assault (whether or not it results in actual injury) includes being pushed or shoved as well as being hit, punched or attacked with a weapon, or being unintentionally struck with bodily fluids or excrement
  • Attacks on Partners, members of staff or the public
  • Discrimination of any kind
  • Damage to employee's or employer's property

The NHS policy of Zero Tolerance defines violence as:

'Any incident where staff are abused, threatened or assaulted in circumstances related to their work, involving an explicit or implicit challenge to their safety, well-being or health.'

Violence and aggression towards a person may also be defined as:

'A physical contact with another person which may or may not result in pain or injury.  The contact is uninvited and is an attempt to cause harm, injury or to intimidate.  Non-physical aggression includes the use of language which causes offence or threatens the safety of a member of staff.'

Child Protection

The Practice has a Child Protection Policy which is regularly updated.  There is also a designated Child Protection Officer.  If you have any concerns regarding a child's health or wellbeing, please contact one the doctors for further assistance.

Lost and Early Prescription Policy

Lost Prescriptions

The Practice has been directed by the Health & Social Care Board to reduce our prescribing of Controlled and pain relief medication.    

From time to time prescriptions will become lost and there may be genuine reasons for this.  However in order to minimise the potential for abuse of certain drugs and to minimise these occurrences, the Practice will apply the following procedure if a prescription appears to be 'lost':

  1. The patient will be asked to complete a Lost Prescription Statement, giving details of the prescription/medication lost.  Copies of the Lost Prescription Statement are available at Reception.
  2. Someone requesting a replacement for a lost prescription must speak to a doctor directly.
  3. Only the doctor will initiate a replacement prescription and only if this is deemed appropriate.
  4. The occurrence of a lost prescription and the circumstances will be recorded in the patient's computer record by the doctor issuing the replacement prescription.
  5. The trigger point for taking further action in an individual case is 2 lost prescriptions within any six month period.
  6. In cases where there has been 2 lost prescriptions within a six month period, the patient will be invited to attend the surgery to see a doctor.  Consideration at this stage will then be given to commencing weekly dispensing for this patient.
  7. For individuals who, after warnings and weekly dispensing orders etc, continue to report lost scripts/medications etc, consideration will be given to removal from the Practice list.

Early Prescription Requests

Early requests of prescriptions will be dealt with as a lost prescription.  Such requests must be accompanied by clear evidence of travel arrangements when additional medication will be required.  This could include flight or travel documentation and must be printed for review by a GP.


The Practice Pharmacist will be responsible for monitoring of lost prescriptions and the findings will be reported at monthly Practice meetings.


The Practice has a policy which sets out the guidance and use of chaperones and procedures that should be in place for consultations and examinations.  It is intended to safeguard both patients and health professionals from misinterpretation of actions taken as part of consultation, examination, treatment and care.

For further information please click on the link below

Chaperone Policy

Private Fees & non-NHS Services

Why do GPs sometimes charge fees?  For answers to your questions, please click on the link below

Private Fees & Special Medical Examinations

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