Information

How to Arrange a Consultation With the GP

‘On the day’ appointments (both telephone and face to face), can be booked on a first come, first served basis by phoning the surgery from 8:00 a.m. onward.  MORNING appointments can ONLY be booked ‘on the day’.  AFTERNOON appointments ( Monday, Wednesday and Friday) can be booked ‘on the day’, or up to four weeks in advance.

All children under 16 years of age with an acute illness, will be offered a same day consultation.

Vulnerable patients will be offered an appointment time outside normal surgery times, if this is required.

When you contact the surgery to arrange an appointment, the receptionist may ask you for a brief reason for your request.  All messages are relayed to the GP on the same day, to triage appropriate clinical need.

Home visits are reserved for housebound patients, or those too ill to attend surgery. If you request a home visit, you may be asked to speak to a doctor to assess the nature of your condition and urgency.   The request should be made if possible, before 10:30 am.

For advice, urgent (but not life threatening) treatment, and a range of health information when  the surgery is closed, and at weekends and bank holidays, you may contact a doctor by telephoning 111 or visiting 111.wales.nhs.uk

Accessing urgent care

Many people who visit the  Emergency Departments at the local hospitals do not need this level of care and could actually access support elsewhere.

To reduce unnecessary burden on the Emergency Departments please consider the following:

Minor injuries and illnesses can be treated:

  •  at your local pharmacy(some medication may be  available free of charge)
  •  by contacting the NHS Wales 111 helpline
  •  by contacting your GP
  •  by contacting the C.A.L.L. helpline 24/7 for mental health  concerns

By choosing the most appropriate health care service, people are likely to be seen and get the support they need much more quickly, while reducing the waiting times for those people who actually need the specialist support of hospital staff.

More details of where people can access the appropriate care and support when they need it can be found on the Local Health Board’s website:

https://bcuhb.nhs.wales/services/health-services1/where-do-i-go/


Repeat Prescriptions.

Repeat prescriptions require THREE WORKING days (excluding weekends, and bank holidays) notice to ensure accurate processing. They can be ordered by posting the repeat slip, with requests clearly marked, in the post box on the wall by the surgery main entrance, posting, or ordering on-line.(Please ask at reception for a form to register for My Health on Line)  Please do not phone in for repeat prescriptions.

Please bear in mind if you run out of medication, it may not be a stock item and will have to be ordered.

Repeat prescriptions are best collected from the surgery after 11:30am,  where possible.

We are a dispensing practice, and are therefore able to dispense medication to our patients who live further than a mile form the pharmacy.

The dispensary is open during surgery opening hours.

New Patients

New patients and temporary residents living within the practice catchment area, are welcome  to register at the practice. Please inquire by telephone, or visit the surgery to request a registration form.

The Practice does not unfairly discriminate against patients on the grounds of age, gender, disability, ethnicity, race, religion or sexual orientation. We ask that new patients have a registration health check with the nurse when they first register.

Abuse

Star Surgery will not tolerate abuse and violence towards staff and other patients. Patients who are abusive and violent towards staff or other patients on the premises will be removed from the general medical services list.

Local Complaints Procedure

We welcome any constructive suggestions or comments about the practice.

We will endeavour to resolve any complaints or follow up any comments either informally or in writing addressed to either the doctor or practice manager. If this is unsuccessful then the complaint can be referred to Betsi Cadwaladr University Health Board:- The Concerns Team, Ysbyty Gwynedd Hospital, Bangor, Gwynedd, LL57 2PW. Tel:01248 384194: [email protected]
If you need help or support in raising a concern you can contact Community Health Council, Unit 11 Chestnut Court, Parc Menai, Bangor, Gwynedd, LL57 4FH. If you remain dissatisfied you may wish to refer your concern to the Public Services Ombudsman for wales, 1 Ffordd yr Hen Gae, Pencoed CF35 5LJ. Tel: 0845 601 0987, e-mail
[email protected]
website:- www.ombudsmann-wales.org.uk
Access to your medical records and personal information will be limited to what is relevant to the investigation of your concern and will only be disclosed to people who need to know in order to investigate your concern.

Access to Medical Records

The practice is registered with the Information Commissioner’s Office (ICO) and complies with the General Data Protection Regulation (GDPR). Any request for access to notes by a patient, patient’s representative or outside body will be dealt with in accordance with the GDPR guidelines. Please contact the Practice Manager for further information.

General Data Protection Regulation & Patient Confidentiality

The Practice uses computers and paper records to keep clinical and administrative information about patients, this information may be shared with other healthcare professionals. Confidential information will only be passed to a third party, such as a Solicitor or Insurance company, with your express written permission. We may also ask your permission to take photographs.

We are registered with the Information Commissioners Office

You have a right to view or copy your medical records. Should you wish to review your medical record, please speak to a member of staff.

A leaflet explaining GDPR is available on request

Uses of Information

Your medical records are held in the strictest confidence. Information is not passed on without your consent unless it is within the confines of the NHS, by legal framework, or is in the public interest. Certain anonymised patient data may be shared for the purposes of public health and audit, research, teaching and training.  It is a practice and legal requirement that all staff maintain confidentiality of patients’ records.