Patients Rights

Patients have the rights to

  • Be registered with a General Practitioner
  • Change doctor if desired
  • Be offered a health check on joining the practice
  • Receive emergency care at any time from the practice
  • Receive appropriate drugs and medicines
  • Be referred for specialist or second opinion if they and the GP agrees
  • Have the right to view their medical records, subject to the Acts and to know that those working for the NHS are under legal obligation to keep the contents confidential
  • Where patients are requesting to join the practice list, the practice does not discriminate on the grounds of
    • Race, gender, social class, age, religion, sexual orientation, appearance, disability or medical condition.

Freedom of Information

The Surgery is registered under the Data Protection Act 1988 and all personal information is managed in accordance with the act.

Practice In House Complaints Procedure

The Doctors and staff at Glyn Ebwy Surgery want to provide you with the highest possible standard of service.  But sometimes things do go wrong, and you may want to complain, or maybe just tell us about your concerns or suggest improvements.

If you have any suggestions, please let us know.  If you feel that you wish to raise a matter of concern without making a formal complaint please ask to speak to the Practice Manager. Your suggestions, compliments and complaints will help us to provide you with a better service. Please be assured that all your comments and complaints will be handled with complete discretion and that confidentiality will be maintained at all times.

Who Can Raise a Concern?
If you are unable to make your complaint yourself, anyone acting on your behalf would need to have your written authority.  Where a patient is unable to give written consent, we will need evidence that you are their next of kin, or have their agreement, before we proceed. You and your family will not be penalised, nor will your healthcare be adversely affected by making a complaint.

How to make a complaint:
If you do decide to make a formal complaint, letters should be addressed to the Practice Manager or Senior Partner.
We will then:
Acknowledge receipt of your complaint within 2 working days.
Investigate your complaint.
Offer to meet with you to discuss the matter in more detail, if this is appropriate.
Offer a full, written explanation within 30 working days.  If for any reason we are unable to obtain all the necessary information within that time scale we will keep you informed of the reasons for delay.

Time Limits:
It is important that you make your complaint as soon as possible after the problem arises.  Usually the NHS will only investigate complaints that are either:
Made within 12 months of the event; or
Made within 12 months of you realising that you have something to complain about, as long as that is not more than 12 months after the event itself

Aneurin Bevan University Health Board | Complaints Procedure

With Patients’ Rights Comes Responsibilities, for the Patients this means

  • Courtesy to the staff at all times – remember they are working under doctors’ orders
  • To attend appointments on time or give the practice adequate notice that they wish to cancel. Someone else could use your appointment!
  • An appointment is for one person only – where another member of the family needs to be seen or discussed, another appointment should be made and the Medical Record be made available
  • Patients should make every effort when consulting the surgery to make best use of nursing and medical time – home visits should be medically justifiable and not requested for social inconvenience
  • When patients are asked to give 48 hours notice for repeat prescriptions, please give us this time as it is to allow for accurate prescribing
  • Out-of-hours calls (e.g. evenings; nights & weekends) should only be requested if they are felt to be truly necessary

Violence in the surgery

This surgery does not tolerate any form of abuse towards any of it’s staff. This means any incident where staff are verbally or physically abused or threatened. This sort of incident will be discussed by the practice immediately and may result in the patient being removed from our list.