Help Us to Help You
Our Doctors and Staff work to ensure that:
- you will be seen on the same day if you need urgent medical attention.
- you will be seen within 20 minutes of a booked appointment or given the reason for any delay.
- your treatment will be fully explained to you.
- you will be listened to and treated courteously.
- your medical and personal records will stay strictly confidential.
- you can speak privately to the Management Team if you would like to make a suggestion or complaint.
You can help if you:
- only ask for a home visit if you are too ill to travel to the Surgery.
- only ask for an urgent appointment when you really need one.
- are on time for all appointments and telephone to cancel if you cannot attend (if you arrive late for an appointment, you may be asked to wait until the end of the routine surgery session to be seen).
- telephone as soon as you can in the morning if you think you may need a home visit.
The Car Park
We ask you to use our car park responsibly. Only park here when you visit the Surgery or Dispensary. To ensure that space is kept for patients who need it, we have a number plate recognition car parking monitoring system in place and that visitors are required to register their vehicle registration number on the tablet in reception. The practice accepts no responsibility or liability for damage to or loss from any vehicles parked in the car park
You can see a Doctor anywhere in the UK if you are away from home and in need of medical help. You can do this simply by asking to see the nearest Doctor as a temporary resident. We will be happy to see any relatives or friends staying with you if they happen to need a Doctor. Please bring with you some form of photographic identification if you wish to register temporarily.
Change Your Details
It is really important that you keep your details up to date, particularly contact telephone numbers. This can be done online, over the phone or at Reception. Please remember to tell us as soon as possible after a change has occurred.
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. If you wish to view your own patient records, please put your request in writing to the Management Team. More information on how the NHS uses your information can be found here.
Comments and Complaints
Although we always try to give our patients the best possible service, there may be times when you feel dissatisfied. If you wish to make a comment or complaint, please write to, telephone or ask to see a member of our Management Team. Please also consult our Complaints Procedure.
Violent and Abusive Patients
Most of our patients treat Practice staff very well, but a small minority are violent and abusive towards us.
We will not tolerate this sort of behaviour. Abusive or violent patients will be removed from our list and, in serious cases, we will involve the Police.
Please Note: We are part of research projects, and your data will be used in research. Click the link below for more information:
Freedom of Information
The Freedom of Information Act 2000 obliges the Practice to produce a Publication Scheme. The Publication Scheme commits the Practice to make available information required for disclosure under this Act available to the public. All requests for such information should be made to the Manangement in writing.
Fair Processing Notice
We need to hold personal information about you on our computer system and in paper records to help us to look after your health needs.
Please help to keep your record up to date by informing us of any changes to your circumstances.
Doctors and Staff in the Practice have access to your medical records to enable them to provide you with the most appropriate care. The Practice is responsible for their accuracy and safe-keeping.
From time to time, it may be necessary to share information with others involved in your care. Anyone with access to your medical record is properly trained in confidentiality issues and is governed by both a legal and contractual duty to keep your details private.
All information about you is held securely and appropriate safeguards are in place to prevent accidental loss.
In some circumstances, we may be required by law to release your details to statutory or other official bodies, for example if a Court Order is presented, or in the case of Public Health issues. In other circumstances you may be required to give written consent before information is released – such as for Medical Reports for Insurance, Solicitors etc.
To ensure your privacy, we will not disclose information over the telephone or fax unless we are sure that we are talking to you.
Information will not be disclosed to family, friends, or spouses unless we have prior written consent, and we do not leave messages with others.
You have a right to see your records if you wish. Please ask at Reception if you would like further details and our patient information leaflet. An appointment will be required. In some circumstances a fee may be payable.
You are welcome to breast feed your baby when visiting the Surgery, so please feel free to do so. If you need privacy, please speak to Reception. You can expect an acceptable standard of cleanliness and warmth in a comfortable environment.
Accountable / Named GP
The Practice is required to allocate all patients a named accountable GP. This is an administrative exercise in order that patients can have a named responsible GP should they require them. Your named accountable GP will be the named Doctor you are registered with. If you wish to be told the name of your accountable GP, please ask at Reception when you are next in the Surgery.
Please note: there is no need to telephone the Practice for this information. If you need input from a variety of health professionals, then you can discuss these with the named GP if you wish. Alternatively you can discuss these with any of the other Doctors. Those of you whom receive regular repeat medications will have your named GP printed on the white repeat medication slip. Having a named GP does not prevent you seeing any other Doctor in the Practice. Your named GP will not be available at all times and if your needs are urgent, you may need to discuss them with an alternative Doctor.
We have a large car park with dedicated spaces for disabled drivers. The building is designed to be easily accessible to people in wheelchairs and we have a dedicated WC (including baby-changing facilities). For the benefit of those people who are hard of hearing, the public address system is fitted with an induction loop. Most of our ground floor door signs have a Braille identification panel. We are happy to allow guide dogs (but no other pets, please) into the building.
We are a training practice for medical students and GP Registrars. We are also an accredited Training Practice for Nurses working towards a BSc Degree in Practice Nursing.
NHS England require that the net earnings of doctors engaged in the practice is publicised, and the required disclosure is shown below. However, it should be noted that the prescribed method for calculating earnings is potentially misleading because it takes no account of how much time doctors spend working in the practice and should not be used to form any judgement about GP earnings, nor to make any comparison with any other practice.
The average pay for GPs working in Plas Ffynnon Medical Centre in the last financial year was £56,621 before tax and National Insurance. This is for 3 full time GPs, 4 part time GPs and 3 locum GPs who have worked in the practice for more than six months.