Practice Policies

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Confidentiality

All information you share with our practice team, including doctors, nurses, receptionists, and dispensary staff, is treated as strictly confidential.

We will not share your personal or medical information without your consent unless:

it is required for your direct care
there is a legal obligation to do so
there is a serious risk of harm to you or others
it is needed for safeguarding purposes

This applies to all patients, including those under 16, who have the right to confidentiality.

Wherever possible, we will always aim to discuss this with you first.

You have the right to access your medical records and to request corrections if information is inaccurate.

If you wish to discuss confidential matters with reception or dispensary staff, a private room is available. Please ask a member of staff.

If you have any questions or concerns about confidentiality, please speak to a member of the practice team.

We hold personal information about you in electronic systems and paper records so that we can provide safe and effective healthcare. Your GP is responsible for ensuring this information is kept accurate and secure. Please help us keep your records up to date by informing us of any changes to your details or circumstances.

Doctors and authorised practice staff may access your medical records where this is necessary to carry out their role. Information may be shared with other healthcare professionals involved in your care when appropriate. All staff are trained in confidentiality and are bound by legal and contractual duties to protect your information.

Your information is stored securely, with appropriate safeguards in place to prevent unauthorised access, loss, or misuse.

In some situations, we may be required by law to share information with official bodies, such as where a court order applies or for public health reasons. In other circumstances, your written consent will be required before information is shared, for example for insurance or solicitor reports.

To protect your privacy, we will not disclose personal information over the telephone unless we are satisfied of your identity. We do not share information with family members, friends, or partners without your prior consent, and we do not leave confidential messages with others.

You have the right to access your medical records. Please speak to reception for further information. An appointment may be required, and in some cases a fee may apply in line with current regulations.

Accessibility

There is level access through the main entrance to the practice. A wheelchair is available for patients to use within the surgery if required. Please speak to reception if you need any assistance during your visit.

Hearing Support

If you experience hearing difficulties, please let our reception team know. With your consent, we can add an alert to your medical record so that staff are aware of your needs and can personally collect you from the waiting area when it is time for your appointment.

We also have a portable induction loop available to support patients who use hearing aids. If you would like to use this facility, please ask at reception and a member of staff will be happy to help.

We are committed to making reasonable adjustments to ensure our services are accessible to everyone. If you have any additional access needs, please let us know.

Chaperone Policy

We are committed to providing care in a safe, respectful, and dignified way for all patients.

A chaperone is available on request for any consultation, examination, or procedure. This applies to all patients, regardless of age, gender, or reason for attendance.

For examinations that may be considered intimate, the clinician will normally offer a chaperone. Where a chaperone is used, they will be a trained member of the practice team who understands their role and responsibilities.

If you would like a chaperone, please inform the receptionist or clinician at any point before or during your appointment. If a suitable chaperone is not immediately available, your appointment may be delayed or rearranged.

The use or refusal of a chaperone will be recorded in your medical record where appropriate.

If you have any questions or concerns, please speak to a member of the practice team.

IT Systems and Online Services

The practice uses a range of secure NHS IT systems to support your care, including:

Electronic referrals, using NHS numbers
Online appointment booking, allowing you to book and cancel routine appointments
Online repeat prescription requests
Summary Care Record, which securely shares details such as your current medications and allergies with healthcare professionals involved in your care elsewhere in the NHS
GP-to-GP record transfers, enabling the secure electronic transfer of your medical records when you move practices
Online access to your medical record, allowing you to view parts of your health record securely

If you are not already registered for online services and would like to be, please complete our online access request form.

If you would like online access to your medical records enabled, or if you wish to opt out of the local or national Summary Care Record, please contact reception for assistance.

This practice is committed to preserving, as far as is practical, the security of data used by our information systems. This means that we will take all reasonable actions to;

Maintain the Confidentiality of all data within the practice by:

Ensuring that only authorised persons can gain access to our systems
Not disclosing information to anyone who has no right to see it

Maintain the integrity of all data within the practice by:

Taking care over input
Ensuring that all changes are reported and monitored
Checking that the correct record is on the screen before updating
Reporting all apparent errors and ensuring that they are resolved

Maintain the availability of all data by:

Ensuring that all equipment is protected from intruders
Ensuring that backups are taken at regular, predetermined intervals
Ensuring that contingency is provided for possible failure or equipment theft and that any such contingency plans are tested and kept up to date

Additionally we will take all reasonable measures to comply with our legal responsibilities under:

Private Medical Examinations

In addition to the standard NHS medical services we provide, we are able to carry out a range of private medical examinations on request.

Examples of the medicals we offer include:

Insurance medicals
Adoption and foster care medicals
Taxi driver medicals
HGV and PSV driver medicals
Private employment medicals
Medicals requested by a solicitor
Lasting Power of Attorney medicals
Court of Protection medicals

This list is not exhaustive. If you cannot see the medical you require, please contact our Secretarial Team, who will be happy to discuss your needs and advise further.

How to Arrange a Private Medical

To book a private medical examination, please contact our Secretarial Team on
01745 333620 (after 2:00 pm).

Fees and Payment

A fee is payable for the completion of certain forms, as these services are not covered by the NHS. Where applicable, we charge the nationally recommended fees.

Further details about individual requests can be provided on enquiry.
Payment can be made by credit or debit card.

👉 Click HERE to view our current fees

Privacy Notice
This Privacy Notice explains how we collect, use, and protect your personal information.
Who We Are
We are the data controller for the personal information we process. This means we are responsible for deciding how your information is used and ensuring it is handled lawfully and securely.
What Information We Collect
We collect personal information to provide safe and effective healthcare. This includes:
- Personal details such as name, address, date of birth, and contact details
- Health information, including medical history, test results, and treatment details
- Information shared with us by other healthcare professionals involved in your care
Health information is classed as special category data and is given extra legal protection.
Why We Use Your Information
We use your information to:
- Provide you with medical care and treatment
- Manage appointments and communications
- Maintain accurate health records
- Support clinical audit, service improvement, and NHS planning
- Meet legal and regulatory requirements
Your records may be electronic, paper-based, or both, and are kept securely.
Lawful Basis for Processing
We use your information lawfully under UK GDPR, including:
- Article 6(1)(e) – processing is necessary for tasks carried out in the public interest
- Article 9(2)(h) – processing is necessary for medical diagnosis, treatment, and healthcare management
Sharing Your Information
We only share information where necessary and appropriate, such as with:
- NHS Trusts and other GP practices
- Community services, pharmacies, and hospitals
- Social care services
- NHS England and NHS Digital
- Other organisations involved in your care
Information is shared under strict agreements and only when there is a genuine need. We will not share your information for marketing purposes.
Risk Stratification and Medicines Management
Your information may be used to support:
- Risk stratification, to help identify patients who may benefit from additional support
- Medicines management, to ensure safe, effective, and up-to-date prescribing
You have the right to opt out of certain uses of your data where applicable.
Confidentiality and Security
All staff and contractors are legally required to keep your information confidential. We protect your data through:
- Secure IT systems
- Restricted access to records
- Staff training and confidentiality agreements
- Secure storage and disposal of records
How Long We Keep Your Information
We keep your records in line with the NHS Records Management Code of Practice and legal requirements.
Your Rights
You have the right to:
- Access your medical records
- Request corrections to inaccurate information
- Object to certain uses of your data
- Withdraw consent where consent is used
- Request data transfer to another GP practice
Requests should be made to the practice. We will respond within one month.
Keeping Your Information Up to Date
Please inform us if your personal details change, especially your address or contact details, so our records remain accurate.
Recordings
Telephone calls and consultations may be recorded for clinical safety, quality, and accuracy.
Questions or Concerns
If you have any questions about how your information is used, or wish to exercise your rights, please contact the practice.
You may also raise concerns with the Information Commissioner’s Office (ICO).

Suggestions and Feedback

Your comments and suggestions are important to us and help us improve the services we provide.

If you would like to make a suggestion or comment about the practice, please use our suggestion form:

[Click here to complete the suggestion form]

Please note:

This form is only for general comments and suggestions.
Medical matters and formal complaints cannot be dealt with via this form.

If you have a medical query or need clinical advice, please contact reception to make an appointment with the appropriate member of staff.

Raising a Concern or Complaint

We always aim to provide the best possible care and service. However, we understand that there may be occasions when you feel this has not happened.

Step 1: Speak to Us First

If you have a concern, we encourage you to raise it as soon as possible so we can try to resolve it quickly.

Please speak to the relevant department manager in the first instance.
A member of the management team is always available in the surgery during opening hours.
If you are unsure who to speak to, or the appropriate manager is unavailable, reception staff can help arrange a discussion with a manager.

Step 2: Put Your Concern in Writing

If your concern cannot be resolved informally and you wish to take the matter further, please submit your complaint in writing to:

Mr Gwyn Hughes
Practice Manager

You can also raise your concern by email:
concerns.w91003@wales.nhs.uk

Further details about our complaints process are available in the downloadable document below.

External Organisations

You are also entitled to raise your concern directly with external organisations.

Betsi Cadwaladr University Health Board

The Concerns Team
Ysbyty Gwynedd
Penrhosgarnedd
Bangor
Gwynedd
LL57 2PW

Tel: 01248 384194
Fax: 01248 385318
Email: ConcernsTeam.bcu@wales.nhs.uk

Public Services Ombudsman for Wales

1 Ffordd yr Hen Gae
Pencoed
CF35 5LJ

Tel: 01656 641150
Fax: 01656 641199
Website: www.ombudsman-wales.org.uk

Community Health Council North Wales

Denbighshire / Flintshire / Wrexham Locality Office
Cartrefle
Cefn Road
Wrexham
LL13 9NH

Tel: 01978 356178
Fax: 01978 346870
Email: admin@bcchc.org.uk

Your patient record is held securely and confidentially on the electronic system at your GP practice. If you require treatment in another NHS healthcare setting such as an Emergency Department or Minor Injury Unit, those treating you would be better able to give you appropriate care if some of the information from the GP practice were available to them.

This information can now be shared electronically via: The Summary Care Record, used nationally across England

The information will be used only by authorised health care professionals directly involved in your care. Your permission will be asked before the information is accessed, unless the clinician is unable to ask you and there is a clinical reason for access.

If you would like to opt out, please ask reception for our opt out form.

A parent or guardian can request to opt out children under 16 but ultimately it is the GP’s decision whether to create the records or not, because of their duty of care to the child. If you are the parent or guardian of a child under 16 and feel that they are able to understand, then you should make this information available to them.

Who Has Access?

Across all health care settings, including urgent care, community care and outpatient departments in England.

Information Source

GP record

Content

Your current medications
Any allergies you have
Any bad reactions you have had to medicines
Additional information (upon request to your GP)

For more information visit:

www.digital.nhs.uk

GPs in Training

Our practice is an approved training practice for doctors who are specialising in general practice.

GPs in training (sometimes called GP registrars) are fully qualified doctors who have already completed several years of hospital-based experience across a range of medical specialties. They see patients independently but are closely supervised and supported by an experienced GP trainer within the practice.

Occasionally, we may ask for your permission to video record a consultation for training and educational purposes.

You will always be asked for your consent in advance.
You are free to decline, and this will not affect your care in any way.
No recording will be made without your permission, and the camera can be switched off at any time on request.

Any recordings are used solely for educational review with the doctor involved and are securely deleted after use.

Medical Students

Medical students may also be attached to the practice for short periods, usually for 2–3 weeks, as part of their training.

If you would prefer not to have a medical student present during your consultation, please let the receptionist or a member of staff know. Your choice will always be respected and will not affect your care.

Zero Tolerance Policy

At Clarence, we are committed to providing a safe, respectful environment for everyone who uses and works in our practice.

The NHS operates a zero tolerance policy towards violence, aggression, and abuse. This includes any behaviour that causes staff, patients, or visitors to feel threatened or unsafe.

Violence and abuse may include:

Physical violence or attempted violence
Threatening behaviour
Verbal abuse or language that causes fear or distress

In situations where this behaviour occurs, the practice may remove a patient from the practice list with immediate effect in order to protect the safety and wellbeing of staff, patients, and others.

If this action is taken:

The patient will be notified in writing
Details will only be recorded in the patient’s medical record where necessary and appropriate, in line with NHS guidance and legal requirements

We recognise that people may be distressed or upset when contacting us, and we will always aim to listen and help. However, abusive or aggressive behaviour cannot be accepted under any circumstances.

Why Do GP’s Sometimes Charge Fees?

Isn’t the NHS supposed to be free?

The National Health Service provides most health care to most people free of charge, but there are a number of other services for which fees are charged. Sometimes the charge is made to cover some of the cost of treatment, for example, dental fees; in other cases it is because the service is not covered by the NHS, for example, medical reports for insurance companies.

Surely the doctor is being paid anyway?

It is important to understand that GPs are not employed by the NHS, they are self-employed and they have to cover their costs - staff, buildings, heating, lighting, etc - in the same way as any small business. The NHS covers the costs for NHS work, but for non-NHS work the fee has to cover the doctor's costs.

What is covered by the NHS and what is not?

The Government's contract with GPs covers medical services to NHS patients. In recent years, more and more organisations have been involving doctors in a whole range of non-medical work. Sometimes the only reason that GPs are asked is because they are in a position of trust in the community, or because an insurance company or employer wants to be sure that information provided is true and accurate. Examples of non-NHS services for which GPs can charge their NHS patients are:

- accident/sickness insurance certificates
- certain travel vaccinations
- private medical insurance reports

Is it true that the BMA sets fees for non-NHS work?

The BMA suggests fees for non-NHS work which is not covered under a GP’s NHS contract, to help GPs set their own professional fees. However, these fees are guidelines only, not recommendations, and a doctor is not obliged to charge the rates suggested.

Why does it sometimes take my GP a long time to complete my form?

Time spent completing forms and preparing reports takes the GP away from the medical care of his or her patients. Most GPs have a very heavy workload - the majority work up to 70 hours a week - and paperwork takes up an increasing amount of their time, so many GPs find they have to take some paperwork home at night and weekends.

I only need the doctor's signature - what is the problem?

When a doctor signs a certificate or completes a report, it is a condition of remaining on the Medical Register that they only sign what they know to be true. In order to complete even the simplest of forms, therefore, the doctor might have to check the patient's entire medical record. Carelessness or an inaccurate report can have serious consequences for the doctor with the General Medical Council or even the Police.

What will I be charged?

The BMA recommends that GPs tell patients in advance if they will be charged, and how much. It is up to the individual doctor to decide how much to charge, but the BMA produces lists of suggested fees which many doctors use. Surgeries often have lists of fees on the waiting room wall based on these suggested fees.

What can I do to help?

- Not all documents need signature by a doctor, for example passport applications. You can ask another person in a position of trust to sign such documents free of charge.

- If you have several forms requiring completion, present them all at once and ask your GP if he or she is prepared to complete them all at once as a 'job lot' at a reduced price.

-Do not expect your GP to process forms overnight: urgent requests may mean that a doctor has to make special

- arrangements to process the form quickly, and this will cost more.