Practice Policies & Patient Information
Accountable GP
All patients registered with Conway Medical Centre have been allocated a named accountable GP. Dr Shahzad Hussain is the named Accountable GP for your Practice. From 1st April 2015 we are required by the Government, under the terms of the latest GP Contract, to allocate all patients a named accountable GP. This is purely an administrative exercise in order that patients can have a named responsible GP. This does not mean that they will be the only GP who will provide care to the patient. Patients are free to choose to see any GP in the Practice in line with current arrangements. If their preferred choice of GP is not available, an alternative will be offered. The new contract requires the named accountable GP to be responsible for the co-ordination of all appropriate services required under the contract and ensure they are delivered to each patient where required. However, this does not mean that they will be the only GP or clinician who will provide care to that patient. These responsibilities will be carried out within the opening hours of the Practice and do not change the way you currently access care outside these hours. The allocation has been done for all existing patients, and all newly registered patients will be given a named accountable GP on registration. Please be aware that you may still see any GP of your choice at the surgery and do not have to see your named accountable GP, nor does this mean that you will only be offered appointments with your named GP. If you have not already been informed of the name of your accountable GP, please ask the receptionist when you are next in the surgery.
Comments & Complaints
We make every effort to give the best service possible to everyone who attends our surgery.
However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly and as amicably as possible.
To pursue a complaint please contact the surgery and the receptionists will ask our Practice Manager to deal with your concerns. Alternatively, a link is provided to the complaints form, this can be downloaded, completed and returned to the surgery.
We are continually striving to improve our service. Any helpful suggestions would be much appreciated and a suggestion box is located in the waiting area.
For more information you can download a copy of both the Practice Complaints Procedure and the Complaints & Comments leaflet by clicking on the links below.
Download a copy of the Practice Based Complaints Procedure
Confidentiality
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:
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To provide further medical treatment for you e.g. from district nurses and hospital services.
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To help you get other services e.g. from the social work department. This requires your consent.
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When we have a duty to others e.g. in child protection cases anonymised patient information will also be used at the local and national level to help the Health Board and Government plan services e.g. for diabetic care.
If you do not wish anonymous information about you to be used in such a way, please let us know.
Reception and administration 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.
Privacy Notice
Zero Tolerance
The practice considers aggressive behavior to be any personal, abusive and/or aggressive comments, cursing and/or swearing, physical contact and/or aggressive gestures.
The practice will request the removal of any patient from the practice list who is aggressive or abusive towards a doctor, member of staff, other patients, or who damages property.
All instances of actual physical abuse on any doctor or member of staff.