Appointment System
The appointment system we currently have in place works as follows:
A set amount of appointments become available every day for every doctor at the practice.
Appointments opened up are for a mixture of dates between one day and 2 weeks in advance.
If you cannot see the doctor of your choice you will be offered an appointment with another doctor. Our patients will not be refused an appointment to be seen, but we cannot guarantee that we will always be able to offer you an appointment with the doctor of your choice.
Cancelling Appointments
Please contact the surgery to cancel a previously made appointment, as this will allow the time slot to be freed for another patient. Missed appointments without cancellation waste valuable clinical time.
Cancel online here
Change of Address or Telephone Number
If you change your address or telephone number, please inform the receptionist as soon as possible
Complaints Procedure
Cwmbran Village Surgery operates an in-house complaints procedure. Many complaints can be resolved by an informal discussion with the Assistant Practice Manager. However we also operate a formal complaints procedure to deal with any comments, suggestions or complaints about the services we provide. The Assistant Practice Manager will give you further information and will ensure that issues are dealt with promptly and thoroughly. A full explanation of our complaints procedure can be obtained by speaking to Suzanne Griffths, Assistant Practice Manager.
Confidentiality
All patient information will be treated in strict confidence. Access to all records will be limited to the people caring for the patient, including medical secretaries. Sometimes other professionals involved in patient care will need access to the notes, but this will only be done with the express permission of the doctor. We fully abide by the data protection act and Caldicott principals in the use of information.
Written reports to non-medical people will need written permission from the patient. Patients have the right to see their records and should contact our Practice Manager – however, a small administrative fee has to be charged.
Disabled Patients
There is wheelchair access in the surgery and also a toilet suitable for patient’s with disabilities. Other facilities that have recently been introduced, or are in process of been installed include:
Tactile signs, audio visual patient call unit, hearing loop T-position, Wheelchair ramp, widened path to rear. Low level buzzer for assistance.
Most of our team have attended RNID training sessions in respect of awareness of the requirements of deaf and hard of hearing patients. Our commitment is to continue updating our knowledge on improving our services to patients with a specific disability. We encourage patients who may find any issues in accessing the building or our team to let us know so we can work on making improvements.
Fees
The surgery has a list of private professional fees for work not carried out under General Medical services.
Click here for private fees.
Home Visits
Home visits should only be requested when absolutely necessary. One home visit takes 5 times as long as a surgery consultation and facilities at the surgery are better for examination and treatment. For urgent calls, please ring the surgery number. When closed, the answer machine will give an alternative number. Please endeavour to ring before 10.00am on the day that you require the call. The doctor will discuss the request with you.
Medical Records
You are legally entitled to see your medical records. Your employer or other representatives (e.g. solicitor, insurance, etc.) can ask us for a copy of the records or a report, if they have your written permission. A payment to cover the cost of copying the notes or producing the report would be required. In addition, health care professionals at the surgery who are not your doctor may occasionally check your records. These include medical students who are attached to the surgery for teaching and who you may see during your time at the practice. As part of our efforts to improve the quality of the service and medical care available to patients, we are also involved in a programme of audit and research. This may entail practice staff members checking records. These practices are in keeping with guidance from the Local Health Board Ethics Committee and the UK General Medical Council.
Out Of Hours Cover
During hours when the surgery is closed (6.30-8am and weekends), our patients are covered by deputising service Gwent Out of hours service: 0845 6001231. The surgery answer phone will give patients this information if ringing us.
Patient Information Leaflets
A Comprehensive range of patient information leaflets are available at the NHS Clinical knowledge summaries (CKS) website. This is part of a department of health funded information system which is widely used by General Practice, for clinical information and patient guidance. NHS clinical Knowledge Summaries.
Practice Leaflet
Information provided in the practice leaflet is reproduced on this internet site. However if you prefer to receive a printed copy of our practice leaflet please ask at our reception desk, or request a copy in writing enclosing an S.A.E. You can also download a copy by clicking on here (word format).
Publication Scheme
We are required by the Freedom of information act 2000 to make routinely available standard information to our patients, and public alike, in a variety of formats, in the form of a 'publication Scheme'. This information can be viewed on-line by following the link CVS FOI act Publication Scheme.This information can be provided in paper form on request.
Repeat Prescriptions
Requests should be made by tearing off the back of your previous prescription if this is unavailable please request the prescription in writing. We do not routinely accept telephone requests. This ensures accuracy and frees our telephone lines to deal with other enquiries. Requests can be made by post and will be returned provided a pre-paid envelope is enclosed. Your prescription will be ready within 24 hours and can be collected after 2.30pm on the next working day.
We have arrangements with some local chemists for the collection of prescriptions. Chemists participating in this arrangement are:
- All Lloyds Chemist branches
- Boots Chemist, Parkside Pharmacy, Shil Pharmacy
- My Local Boots (Old Cwmbran)
Telephone Advice
If you wish to speak to a doctor for advice, the surgery runs a ring back service. Please contact the surgery and the receptionist will take a name and current phone number and a doctor will contact you as soon as they are available.
Test Results
Please ring for any test results between 2 - 4.00pm only.
Waiting times for test approximately are:
- Urine/Bloods: after 4 working days
- X-Ray reports: after 5 working days
- Smears: can take 6 weeks or more
Our Patient Charter "We believe you have the right to expect a quality service from us. We have developed the following standards for us to be certain that we are providing quality service for you. We will endeavour to meet these standards at all times. We may not always succeed, but we will always try".
Quality Standards
We believe in good communication with both our patients and others involved in providing health care.
We believe you should be treated with respect and dignity and in confidence.
We believe that you should know the name of all members of the Primary Health Care Team who you are speaking to and the service you are to receive.
We believe in acting promptly on any query or complaint you may have.
We believe that you are an equal partner in the care you receive and so can make your own decisions about looking after yourself with guidance from our team.
Appointments
For urgent medical conditions appointments will be offered on the same day.
For non-urgent conditions, appointments will be given within 1 working day with the first available doctor.
Our appointment system opens a mixture of appointments each day for each clinician between 1 day in advance and up to 14 days in advance for GPs and 28 days for nurses.
We will endeavour to see all patients within 30 minutes of their appointment. If we are unable to do this , an explanation will be given.
Home visits will be made for patients who are too ill to attend surgery. If you are able to attend surgery, please do not ask for a visit.
Out of hours – a service is provided for medical emergencies that cannot wait until the next surgery.
Consultations – will be provided usually at 10-minute intervals. If you feel you need longer, let the reception staff know.
Registering with the Surgery - Patients Permanently living in area
The surgery boundaries are Old Cwmbran and Southville . To register with the practice simply ask at reception at the main surgery NEW PATIENT forms. We can also send the forms to you on request. We will ask you to complete your details, and your medical notes will then be transferred from your previous GP as necessary. We will also ask you to complete a new patient questionnaire which will help us summarise your previous medical history whilst we wait your records. You also will be offered a new patient health check.
Patients who are newly registered, coming from EU or NON EU countries will be asked for proof of Identity to establish your rights to free NHS treatment.
We can refuse registration onto the GP register on specific non discriminatory grounds, which will be made clear by the practice at the time in writing.
Registering with the practice - Temporary visitors
Patients temporarily residing in the cwmbran area can receive treatment from the practice for a period of up to 3 months. Please explain this to the receptionist on registration.
Comments/Suggestions and Complaints
We will welcome comments and suggestions about the services provided by the practice. If you do have any complaints about anything you find unsatisfactory at the surgery please contact Suzanne Griffiths, Assistant Practice Manager. We will respond quickly to your concerns.
Your Responsibilities To Us Are:
Help us to help you by keeping your booked appointment and informing us if you will be late or unable to attend. If you arrive late for your appointment it causes delays and inconvenience to other patients.
The Health Care Team are committed to treat the patients with courtesy and kindliness. It is the responsibility of patients to reciprocate this commitment.
We have a non tolerance policy towards patients who use abusive or violent behaviour towards members of the team. For the safety of patients and staff alike we will remove patients from the list, and if necessary involve the police.
All patients are responsible for their own health and should take appropriate action with, where necessary, help and advice from the Health Care Team.
Patients have the responsibility to provide the doctor, to the best of their ability, with details of past illnesses, medication, hospital admission and any other matters relating to their health.
An appointment is for one person only; when someone else needs attention then a second appointment is needed.
Where out of hours visits are required, please ask for a night visit only when you feel it is truly necessary and home visits by the doctor when the patient are too ill to visit the surgery.