Practice Policies

All information you share with the practice is treated as confidential. We only share information where this is necessary for your care, required by law, needed for safeguarding, or where there is a serious risk of harm.

You have the right to access your medical records and to ask for inaccurate information to be corrected.

If you wish to discuss something privately, please ask reception. A private room is available.

Data protection concerns

Please contact the Practice Manager on 01745 350680 or email concerns.w91003@wales.nhs.uk .

There is level access through the main entrance and a wheelchair is available for use within the surgery.

Hearing support

A portable induction loop is available for patients who use hearing aids. Please ask reception if you would like to use it.

We will make reasonable adjustments wherever possible to support your access needs.

A chaperone is available on request for any consultation, examination or procedure.

For intimate examinations, the clinician will normally offer a chaperone. Chaperones are trained members of the practice team.

If a suitable chaperone is not immediately available, your appointment may need to be delayed or rearranged.

The practice uses secure NHS systems to support patient care.

• Electronic referrals
• Online appointment booking and cancellation
• Repeat prescription requests
• Electronic medical records
• GP-to-GP record transfers
• Secure online access to parts of your medical record

If you would like online access enabled, please contact reception.

The practice provides a range of private medical examinations that are not covered by the NHS.

• Insurance medicals
• Adoption and foster care medicals
• Taxi driver medicals
• HGV and PSV medicals
• Employment medicals
• Solicitor-requested medicals
• Lasting Power of Attorney medicals
• Court of Protection medicals

To discuss or arrange a private medical, contact the Secretarial Team on 01745 333620 after 2:00pm.

Fees apply for private work and payment can be made by credit or debit card.

We collect and use personal information so that we can provide safe and effective healthcare.

This can include your contact details, medical history, test results and information shared by other healthcare professionals.

Your information is stored securely and is only accessed where there is a legitimate need.

You have rights including access to your records, correction of inaccurate information and objection to certain uses of your data.

The practice may use approved Artificial Intelligence technologies to support clinical and administrative work.

Examples may include clinical note-taking, dictation, telephone systems, appointment management and document preparation.

AI supports staff and does not replace professional clinical judgement. Information generated by AI is reviewed by an appropriate member of staff before it is used in your care or added to your record.

We welcome comments and suggestions about the services we provide.

Raising a concern

If possible, please speak to the relevant department manager first so that we can try to resolve your concern quickly.

If you wish to make a formal complaint, please write to the Practice Manager or email concerns.w91003@wales.nhs.uk .

Medical queries and urgent clinical matters should not be submitted through a feedback form.

Clarence Medical Centre is an approved training practice.

GP registrars are fully qualified doctors who are undertaking specialist training in general practice and work under appropriate supervision.

Medical students may also spend short placements at the practice. You can always decline to have a student present during your consultation, and this will not affect your care.

We are committed to providing a safe and respectful environment for patients, staff and visitors.

Violence, threats, aggression and abusive behaviour will not be tolerated.

Where serious behaviour occurs, the practice may take action to protect staff and other patients, including removal from the practice list where appropriate.