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MEDICAL STUDENTS

The Practice is a Training Practice for medical students; therefore you may have students present at some of your consultations.  If you do not wish a student to be present during your consultation please inform the receptionist or doctor.

We feel it is important to support our future healthcare professionals by offering them the experience of a doctor’s practice.

VIOLENT OR ABUSIVE BEHAVIOUR

The Practice operates a zero tolerance policy towards patients who are violent or abusive to the doctors, nurses or other members of staff.  Patients who act in a violent or abusive manner will be removed from the Practice list immediately.


PATIENT CONFIDENTIALITY

Patients' medical records (both paper and electronic) are protected by legislation and are the property of the Secretary of State.  All records held at the practice are confidential.   

The 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 eg from district nurses and hospital services 

  • To help you get other services eg from Social Services- this requires your consent 

  • When we have a duty to others for example 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 such as diabetic care. 

If you do not wish anonymous information about you to be used in such a way please advise the Practice Manager in writing. 

Reception and administrative 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.


HOW TO REQUEST A COPY OF YOUR MEDICAL RECORDS

Under the Data Protection Act and the General Data Protection Regulation, you have the right to request a copy of the information held about you by any organisation, including the practice. This is known as a Subject Access Request (SAR).

In order to make an SAR, simply contact us and advise us that you would like a copy of your records.


FEES

Not all services provided by your doctor are covered by the NHS.  You will be asked to pay a fee for pre-employment medicals, medical insurance reports, driving medicals, private certificates and private letters.  A list of fees is available in our waiting room.

All private fees must be paid in advance.

COMPLAINTS

If you wish to complain regarding any aspect of the services provided by Albany Surgery please complete a Complaints Form which is available at our reception desk.  Complaints will in the first instance be responded to by our Complaints Advocate, Celia Carey.  We aim to respond within 30 working days of receipt of your concern.  If you are not happy with the response you are of course entitled to discuss your complaint with the Practice Manager.

If you are still not happy with our response you can contact the Public Services Ombudsman for Wales, 1 Ffordd yr Hen Gae, Pencoed CF35 5LJ.  Tel: 0845 601 0987.  Website: www.ombudsman-wales.org.uk.  Email: ask@ombudsman-wales.org.uk


CARDIFF LOCAL HEALTH BOARD

Details of Primary Health Services in the area may be obtained from:

The Cardiff & Vale University Local Health Board, PCIC Offices,First Floor, Woodland House, Maes y Coed Road, Cardiff CF14 4TT 
Tel: 029 2074 7747  - please ask for Primary Care
www.cardiffandvaleuhb.wales.nhs.uk