Practice Policies

Confidentiality & Medical Records

We will keep your records and everything learned about you during your consultation confidential.  Your privacy will be respected at all times.  reception and administration staff require access to your medical records in order to assist you with prescriptions for example, or to send you letters regarding your treatment. All of our team members are bound by the same rules of confidentiality as the medical and nursing staff.

Locked blue folderThe Robins Surgery 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 e.g. from district nurses and hospital services.
  • To help you get other services e.g. from the social work department. This requires your consent.
  • When we have a duty to others e.g. 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 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.

Freedom of Information

Information about the General Practioners and the practice required for disclosure under this act can be made available to the public. All requests for such information should be made to the practice manager.

Access to Records

In accordance with the Data Protection Act 1998 and Access to Health Records Act, you may request to see your medical records. Such requests should be made in writing, stating the reason for the request, to the practice manager and may be subject to an administration charge. No information will be released without your consent unless we are legally obliged to do so.

Your Named Accountable GP

As per government requirements, we shall allocate one of our GPs to be your 'Named Accountable GP'.  You may still book your appointments with any of our GPs, just as you have always done and it does not effect your treatment in any way.  To find out which of of GPs has been 'allocated' to you, please contact the surgery.  You can change your Named GP at any time and you can still see any GP you wish.


We welcome your feedback, as your comments are important to us in finding ways to further improve our service.  If you have a concern, please write to the practice manager, or use one of our 'Compliments and Complaints' forms which are available from our reception desk.  Our practice manager will investigate fully and respond sympathetically to all complaints about the services that we provide.

Violence Policy

The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.

Repeat Prescribing

To reduce chances of error, all request for repeat medications must be in writing (e.g. right hand side of script, by completion of request form by patient, hospital letter, email ( , website ( or via Emisweb online services.   Exceptions – housebound patient known to the practice. The writing should be clearly legible with DOB. Requests should be date stamped when received and allow 5 full working days before collection.

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