We practise from modernised facilities providing an ever-increasing range of general medical services for 11,300 patients. There is easy access for the disabled, a lift and loop system for the deaf and we accept telephone calls from the Typetalk Relay Service for those with communication difficulties. The practice has a contract with the Betsi Cadwaladr University Health Board means that you will no longer be able to register with a named doctor, but will be registered with the practice. However, within reason, you will still be able to see a doctor of your choice. Our practice partnership is not a limited one.
The practice trains GP Registrars; they are experienced doctors who have previously worked in a hospital. We are also joined occasionally by senior medical students from the Schools of Medicine at both Cardiff and Swansea Universities, who spend up to six weeks at the practice.
We take the views of patients into account when developing services and are fortunate to have an active Patient Participation Group which meets 9 times a year. The Group is currently encouraging more young members to join as well. For further information, contact the group chairwoman, Mrs Fiona Pack on 01492 515118.
Patients Charter
Our aim at Cadwgan Surgery is to ensure that:
We provide our patients with the best possible service. The care of your
health is a partnership between you and Cadwgan Surgery. The success of
the partnership depends on an understanding of each others needs and cooperation
between us.
Our responsibility to you:
You have a right to be greeted courteously.
Staff, both medical and administrative, who are involved in your care
will give you their names and ensure that you know how to contact
them.
You have a right to absolute confidentiality.
Doctors and nurses will aim to begin surgeries at the appointed time;
any delay will be due to medical necessity. When there is a delay in
excess of 20 minutes you have a right to be informed and to make an
alternative appointment.
We will try to answer the phone promptly and to ensure that there is
staffing to do this. You should be able to speak to a doctor by
telephone at the end of morning surgery.
If you have an urgent medical condition, you will be prioritised and will
be seen as soon as possible, even when this may cause delay to other
booked appointments. We will arrange a home visit as appropriate for
you in circumstances where you are too seriously ill or infirm to be
brought to the surgery.
If you have undergone tests or x-rays ordered by the practice, we will
advise you when and how to obtain the results.
You have a right to information about your own health, and in particular
about your illness and its treatment, and the likely outcome of the
illness.
You have the right of access to your own health records subject to any
limitation in the law.
You will be offered advice on the steps you can take to promote good
health, and on any self-help, which can be undertaken without
reference to health care professionals in the case of minor ailments.
You will be informed about available services by means of the practice
leaflet, website and waiting room notice board.
You may choose whether or not to take part in research or training.
When registering with the practice, you will be offered an appointment
for a health check.
You will be referred to a consultant specialist acceptable to you when
your GP thinks it is necessary.
Any suggestions relevant to improving our services within the practice
can be directed to the Practice Manager.
Any complaints will be dealt with promptly in conjunction with our
complaints policy.
Your repeat prescription will be processed in 48 hours if collected from
the surgery, except on a Friday when it will be ready for collection the
following Tuesday after 2.00 pm. If you arrange collection from a
pharmacy, please allow 3 working days.
You can obtain details about how to access a 24 hour emergency
service by telephoning the usual Cadwgan Surgery emergency
telephone number, at all times, even when the surgery itself is closed.
If you change your Doctor we will ensure that your notes are forwarded
onwards as soon as possible.
Any information related to this charter and local standards will be
advertised widely to all patients.
What we expect from our patients
Please be courteous to the practice staff.
Please treat our facilities with respect at all times.
Please be considerate of other patients using the surgery.
Do not ask for information about anyone other than yourself.
Please read our practice booklet and browse our website. This will help
you get the best out of the services we offer.
The practice does not tolerate abusive or violent behaviour towards
any member of its staff by patients, and such behaviour will result in
the you being deregistered and being asked to contact Betsi
Cadwaladr University Health Board.
Please be punctual, but be prepared to wait if your consultation is
delayed by an unexpected emergency. Please notify us in good time if
an appointment cannot be kept so that the appointment can be given to
someone else.
Please only request home visits for the housebound and seriously ill.
Please only use the emergency care service for emergencies.
Please avoid telephoning the surgery about non-urgent matters during
the peak morning time.
Please allow at least 48 hours for processing of your repeat
prescription, except on a Friday when prescriptions will be ready for
collection the following Tuesday after 2.00 pm. If you choose a
pharmacy as a collection point, the turnaround time is 3 working days
rather than the usual 2 if collecting your prescription from the surgery.
Please tell us of any change of name or address, so that our records
are accurate.
Please allow sufficient time for your consultants letter or the results of
tests to reach us. Enquiries about tests ordered by the hospital should
be directed to the hospital, not the practice.
Let our Practice Manager know when we have either exceeded or
failed to meet our responsibility to you.