The practice policies include: -

Access to Medical Records Policy, Call Recording Policy, CCTV Acceptable Use Policy, CCTV Monitoring Policy, Communications Policy, Confidentiality and Data Protection Policy, Cookies Policy, Data Protection and Caldicott Procedures, Deaf Patient Access Policy, Dealing with Violent and Abusive Patients Policy, Freedom of Information Policy, GDPR Procedures, Information Governance Policy, Information and IT Security Policy, Internet and Social Media Acceptable Use Policy, ISMS E-mail Services Policy, Mobile Working Policy, Pandemic Management Policy, Portable Device Policy, Records Management Policy, Subject Access Request Procedures, Telephone Policy, Website Privacy Policy, Zero Tolerance Policy.

Copies of our policies and procedures are available on request by contacting the practice manager at lakeside.enquiries@wales.nhs.uk

Extracts from a few of these are below

Confidentiality

You can be assured that anything you discuss with any member of the surgery staff, whether doctor, nurse or receptionist, will remain confidential. Even if you are under 16, nothing will be said to anyone, including parents, other family members, care workers or teachers, without your permission. The only reason why we might want to consider passing on confidential information without your permission would be to protect either you or someone else from serious harm. In this situation, we would always try to discuss this with you first.

If you have any worries or queries about confidentiality, please feel to ask a member of staff.

If you would like to discuss matters of a confidential nature, either with our receptionists or a member of the practice team, we can usually find a room available for this purpose.

Data Protection - GDPR

In order to provide the right level of care, we are required to hold personal information about you on our computer systems and in paper records to help us to look after your health needs, and your doctor is responsible for their accuracy and safe keeping. Please help to keep your record up to date by informing us of any changes to your circumstances.

Confidentiality and Personal Information

Doctors and staff in the practice have access to your medical records to enable them to do their jobs. From time-to-time information may be shared with others involved in your care if it is necessary. Anyone with access to your record if properly trained in confidentiality issues and is governed by both legal and contractual duty to keep your details private.

All information about you is held securely and appropriate safeguards are in place to prevent accidentals 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 circumstance 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 about our patient information leaflet. An appointment may be required. In some circumstances a fee may be payable.

Chaperone Policy

We will always respect your privacy, dignity and your religious and cultural beliefs particularly when intimate examinations are advisable - these will only be carried out with your express agreement, and you will be offered a chaperone to attend the examination if you so wish.

You may also request a chaperone when making the appointment or on arrival at the surgery (please let the receptionist know) or at any time during the consultation.

Violence Policy

The Practice staff shall always show due respect and courtesy when dealing with patients and their representatives. We respectfully request that patients and their representatives do the same when dealing with members of the practice team.

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. 

No form of aggression (whether verbal or physical in nature) will be tolerated - any instances of such behaviour on the practice premises may result in the perpetrator being reported to the Police and removed from the practice’s List of Registered Patients.

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.