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Bank Holiday Monday

Elm Lodge Surgery will be closed on Monday 28th May.

If you have a medical problem that cannot wait for the surgery to reopen please call SELDOC on 02086939066.

Complaints & confidentiality

  • Confidentiality

blue_folder_lockThe practice recognises the right of every patient to have information about themselves kept secure and private. Any information give to any member of staff will remain confidential. We have a confidentiality policy, which is adhered to by every member of staff. A more detailed account of our policy is available on request from the practice manager.

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 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.

An electronic Summary Care Record is created for patients who register with the practice, which will be used to support your emergency care outside the practice. See the following section (3) for further details. 

Confidential information from your medical records can be used by the NHS to improve the services offered. This information, along with your postcode and NHS number but not your name, are sent to a secure system where it can be linked with other health information. This allows those planning NHS services or carrying out medical research to use information from different parts of the NHS in a way which does not identify you. You have a choice. If you are happy for your information to be used in this way you do not have to do anything. If you have any concerns or wish to prevent this from happening, please speak to practice staff. More information can be found here

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.


good_ratingsWe operate a practice Complaints Procedure as part of the NHS system for dealing with complaints. Our system meets national criteria.

But we don’t only want to hear from you when something goes wrong. If you have any comments or ideas regarding the running of the practice please speak to the practice manager or leave a message with our receptionists for the practice manager’s attention.

Our complaints leaflet gives details of the procedure and is available from reception.

Our aim is to give you the highest possible standard of service and we try to deal swiftly with any problems that may occur.

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