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Patient Information

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Patient Registration

Children have to be registered at the practice with at least one adult who has parental responsibility. This is the rule for all GP practices for safeguarding purposes. 

You will need your NHS number to register. If you do not know it then please contact your previous GP surgery and ask for it. If you are new to the country then you will not yet be issued with an NHS number so this will not apply to you.

The new registration forms are available from reception. Once completed return to the reception desk. The receptionist can check you have completed this correctly and answered all the questions. It can take up to one week to register a new patient. If you are on regular medication please attach a list of this to your registration form.

If you move out of the practice area you will be removed from the list and you will have to register with a more local practice.

A practice information leaflet is available from reception.

Booking An Appointment

Appointments can be booked on the day by telephone subject to availability. The phone lines open at 8.00 a.m. You can pre-book up to one week in advance subject to availability. Some appointments are available online but you need to register for this service. If you cannot attend an appointment please let us know as soon as possible so that the cancellation may be offered to another patient.

Prescription Requests

You can order your prescription by either posting your prescription slip in the box provided in the foyer, you can use a chemist prescription service, send a request by post with a stamped addressed envelope or order online if registered for this service. Please note we do not accept prescription requests over the telephone. Please allow 48 hours notice for your prescription request.

Test Results

Please do not assume the practice will contact you regarding your test results. It is your responsibility to contact the surgery. Test results are given out after 2.00 p.m. 

Home Visits

Home visits are for terminally ill patients and those patients who are truly housebound. If you do not fit into these categories the doctor will contact you by telephone to assess the situation further.

Text Reminder Service

The practice can send patients a text reminder for their appointments at the surgery. Please ensure that you have given your correct mobile number and let us know if you change it. If you would prefer us not to include you in these reminders please let us know.

Fear Of Flying

We have taken a decision to stop prescribing diazepam outside the terms of its licence, including as a sedative for aircraft flights. This policy decision has been made by the GP Partners and will be adhered to by all prescribers working in the practice.

When We Are Closed

When we are closed, you may access the out-of-hours service by telephoning 03001020247.

Alternatively, you can call NHS Direct Wales on 08454647. If you are felling ill and are unsure what to do NHS Direct Wales is a health advice and information service available 24 hours a day every day.

My Health Online

Registered patients have the option of creating a my health online account. You must complete a registration form (available from reception) to use this service. You will be provided with a registration letter that will contain the web address, practice I.D., patient I.D. and the registration token - you cannot create an account without a registration letter.

Once you are registered and set up you will be able to book appointments online, cancel appointments and request prescriptions.

Dental Problems

We are unable to treat dental problems. You should instead book an appointment with your dentist. If you are not registered with a dentist, the number for emergency dental care is 029 20 444 500

Antibiotics will not help with dental pain and your GP will not prescribe them for this reason. You can get over the counter painkillers such as paracetamol and ibuprofen from your pharmacist while awaiting dental treatment. We do not prescribe diazepam for patients with a fear of dentists.

Emergency dental care:

http://www.cardiffandvaleuhb.wales.nhs.uk/directory/dentists/

Eye Problems

You can see your optician if you need urgent attention for your eye.

 

For a list of the opticians which are open during COVID-19, please ring 01267 248793 or 01267 248795 or visit:

http://www,eyecare.wales.nhs.uk/coronavirus-information

Emergency eye care:

http://www.eyecare.wales.nhs.uk/home

Useful Links

Choose Well Wales - http://www.choosewellwales.org.uk/home

NHS Direct - http://www.nhsdirect.wales.nhs.uk/

Adults: Is your cold, sore throat, earache or cough getting you down? A Guide to understanding your symptoms
http://www.wales.nhs.uk/sites3/Documents/597/23-GRIP-123-Patient-Leaflet_UK-v7.pdf

 

Get Well Soon Without Antibiotics http://gov.wales/docs/phhs/publications/111114getwellen.pdf

 

Children: When Should I Worry? Your Guide to Coughs, Colds, Earache and Sore Throats 

http://www.whenshouldiworry.com/resources/When%20should%20I%20worry-Booklet_Wales-with%20NHS%20Direct_Oct2016.pdf

General Data Protection Regulations

Personal Information

We ask you for personal information so that you can receive appropriate care and treatment. This information is recorded on computer and we are registered under the Data Protection Act. The practice will ensure that patient confidentiality is maintained at all times by all members of the practice team, However, for the effective functioning of a multi-disciplinary team it is sometimes necessary that medical information about you is shared between members of the team.

 

Access to Medical Records

The practice is registered and complies with the Data Protection Act 1998. Any request for access to notes by a patient, patient’s representative or outside body will be dealt with in accordance with the Act. 

Information Sharing

Your GP and the team of health professionals caring for you keep records about your health and any treatment or care you receive from the NHS. This information will either be written down (manual records), or be held on computer (electronic records). These records are then used to guide and manage the care you receive.

You may also be receiving care from organisations outside the NHS, like social services. If so we may need to share some information about you so that everyone involved in your care can work together for your benefit.

Whenever this is necessary, your information will be handled in the strictest of confidence and will be subject to the principles of confidentiality.

Raising a Concern

If you have a concern, please try to discuss it with the Practice Manager. Many concerns may be resolved with more immediate effect. 

 

We will:

  • Listen to your comments, compliments and concerns

  • Try to resolve any concerns as quickly as possible

  • Put you in contact with the right person to help you

If you wish to raise a concern on behalf of a relative or friend, we will listen but we would not be able to share any clinical details or outcomes with you without the patient's consent.

If you wish to speak with someone independent of the practice or if you would like support with processing your concerns, you may wish to speak with:

Cardiff and Vale Community Health Council

Tel: 029 20 377 407

Alternatively, if you would prefer to speak to someone outside of the practice, please contact:

Cardiff and Vale Health Board Concerns Team

Tel: 029 20 744 095  or  029 20 74 33 01

You can send a concern or compliment by email to:

enquiries.w97007@wales.nhs.uk   or   concerns@wales.nhs.uk

In writing to:

Chief Executive, Head Quarters, University Hospital of Wales, Heath Park, Cardiff. CF14 7XB

By fax to: 029 20 336 365