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About Bay Medical Group

 Practice Policies

Confidentiality & Medical Records

Locked blue folderThe 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.

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.

Freedom of Information

Information about the General Practioners and the practice required for disclosure under this act can be made available to the public. All requests for such information should be made to the practice manager.

Access to Records

In accordance with the Data Protection Act 1998 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the practice manager and may be subject to an administration charge. No information will be released without the patient consent unless we are legally obliged to do so.


Customer service formWe make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible. Please request to read the Bay Medical Group complaints policy. To find out how to pursue a complaint.

Zero Tolerance Policy

In keeping with standard procedure throughout the NHS, we operate a “Zero Tolerance” policy with respect to the protection of all staff, our patients and property. This means that anyone who is violent or abusive, either physically or verbally, towards any member of staff, another patient or who deliberately damages practice property may be removed from the practice list.  Extreme cases will result in the offender being reported to the police.

Access to Medical Records & Confidentiality

We respect your right to privacy and keep all health information confidential and secure. It is important that the NHS keep accurate and up-to-date records about your health and treatment so that those treating you can give the best possible advice and care. This information is only available to those involved in your care and whilst receiving care at the surgery your notes may be accessed by members of the NHS Primary Health Care Team (please ask to see our Confidentiality/Information Sharing Policy for more details).

You have a right to know what information we hold about you. If you would like to see your records, please ask the receptionist and your request will be passed to your usual doctor, we will then contact you to arrange a convenient time for you to view your records.


Cancellation/Missed Appointment Policy

On average, Bay Medical Group loses 750-800 appointments per month through missed appointments. This severely impacts on our provision of care to patients who need our services.

Please take the time to cancel any appointment you will not be able to attend as soon as you can, preferably 1 hour prior to the appointment  time, by contacting us on 01524 511999 or by clicking here, if you are registered for online services.

If you let us have your mobile number we can text you to remind you about your appointments and the reminder text now includes a reply facility to enable you to cancel the appointment if it is no longer required.

Bay Medical Group monitors patients who persistently miss appointments or fail to give sufficient notice that they cannot attend.

Any patient who has MISSED 3 APPOINTMENTS IN A 12 MONTH PERIOD, or who CANCELS 3 APPOINTMENTS WITH LESS THAN 1 HOURS NOTICE IN 12 MONTHS, will receive a formal warning letter.  Any further violations of this policy will result in removal from the practice list.



Patient Rights

You will be treated with respect and as a partner in your care. Being a partner means you have responsibilities too.

We will:

  • Ensure our patients have 24-hour access to medical advice.
  • Aim for you to have access to a suitably qualified medical professional within 48 hours of your initial contact during surgery hours, or in an urgent case, the same day.
  • Work in partnership with you to achieve the best medical care possible.
  • Involve you and listen to your opinions and views in all aspects of your medical care.
  • The prevention of disease, illness and injury is a primary concern.

The medical staff will advise and inform you of the steps you can take to promote good health and a healthy lifestyle. We would respectfully ask that you:

  • Let us know if you intend to cancel an appointment or are running late.
  • Treat staff with courtesy and respect. Reception staff may have to ask some personal questions to assist us in providing you with the best service
  • Inform the practice staff of any alterations in your circumstances, such as change of surname, address or telephone number. Please ensure that we have your correct telephone number, even if it’s ex-directory.

As patients, you are responsible for your own health and that of any dependents. It is important that you adhere to information and advice given to you by health professionals, and co-operate with the practice in endeavouring to keep you healthy.

Practice Charter Standards

These are the local standards set within this practice for the benefit for our patients. It is our job to give you treatment and advice. Following discussion with you, you will receive the most appropriate care, given by suitably qualified people. No care or treatment will be given without your informed consent. In the interests of your health it is important for you to understand all the information given to you. Please ask us questions if you are unsure of anything. 

Our Responsibilities to you:

We are committed to giving you the Best Possible Service

 Your responsibility to us:

Help Us to Help You



People involved in your care will give you their names and ensure that you know how to contact them. The surgery should be well signposted & the doctors’ or nurses’ names on the surgery rooms


Please let us know if you change your name,

Address or telephone number


We run an appointment system in this practice. You will be given a time at which the doctor or nurse hopes to be able to see you. You should not wait more than thirty minutes in the waiting room without receiving an explanation for the delay



Please do everything you can to keep appointments and arrive on time, tell us as soon as possible if you cannot. Otherwise, other patients may have to wait longer. If you arrive more than 10 minutes late you may have to wait until the end of the clinic to be seen.


You will have access to a doctor rapidly in case of emergency: within half a working day in cases or urgency; otherwise within five working days


We need help too. Please ask for home visits by the doctor only when the person is too ill to visit the surgery.


If you have an urgent medical problem when the surgery is closed you will have access to a doctor by phoning the surgery number.


Please use this service for urgent medical problems only.


We will try to answer the phone promptly and to ensure that there are sufficient staff available to do this. You should be able to speak to a doctor and nurse by telephone.


Please keep your phone call brief and avoid calling during the peak morning time for non-urgent matters


If you have undergone tests or x-rays ordered by the practice, we will inform you of the results at your next appointment. If no further appointment needs to be arranged, we will advise you when and how to obtain the results. You can phone for results after 11 am.


Test results take time to reach us: please do not ring before you have been asked to do so. Enquiries about tests ordered by the hospital should be directed to the hospital, not the practice.


Patients will be treated as individuals and partners in their healthcare, irrespective of their ethnic origin or religious & cultural beliefs.

We ask that you treat the doctors and staff with the same courtesy & respect.


We will give you full information about the services we offer. Every effort will be made to ensure that you receive the information which directly affects your health and the care being offered.


Please read our practice publication scheme. This will help you to get the best out of the services we offer. It is important you understand the information given to you. Please ask us questions if you are unsure of anything.



The practice will offer patients advice and information on steps they can take to promote good health and avoid illness and self-help which can be undertaken without reference to a doctor in the case of minor ailments.


Remember, you are responsible for your own health and the health of your children.

We will give you our professional help and advice – please act upon it.


You have the right to see your health records, subject to any limitations in the law. These will be kept confidential at all times.


Please ask your doctor if you wish to see them.


We will provide you with information about how to make suggestions or complaints about the care we offer. We want to improve services, so we welcome any comments you have. Please contact our practice manager.


Please read our practice publication scheme, which will tell you about the arrangements, we have made to receive your suggestions, complaints or even compliments!


We will try to have repeat prescriptions ready for collection within 2 working days.

Please use your computer slip or the printed slips available in reception in order prescriptions. Please do not telephone to repeat prescriptions.

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