Clarence Medical CentreWest Kinmel StreetRhyl, LL18 1DATel: 01745 350680
The practice complies with Data Protection and Access to Medical Records legislation. Identifiable information about you will be shared with others in the following circumstances:
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.
Please contact our Management Team, if you require a copy of our FoI document.
We always try to provide the best service possible, but there may be times when you feel this has not happened. The following information explains our in-house complaints procedure, drawn up to respond to patient grievances. Our practice procedure is not able to deal with questions of legal liability or compensation. We hope you will use it to allow us to look into and, if necessary, correct any problems that you have identified, or mistakes that have been made.
If you use this procedure it will not affect your right to complain to the Health Service Authority. Please note that we have to respect our duty of confidentiality to patients and a patient’s consent will be necessary if a complaint is not made by the patient in person.
If you wish to make a complaint, in the first instance please speak to the relevant department manager since we’d like to try and resolve problems straight away and without causing you any further unnecessary inconvenience. There is always a Duty Manager present in the surgery during opening hours, who will be able to help you if the relevant departmental manager is unavailable or if you’re unsure who to approach. You can arrange to speak to any of the managers by asking at reception. If we’re still unable to resolve the problem and you wish to take the matter further then please fill in a complaints form available from reception or write to our Complaints Manager. We have an information pack available at Reception with the forms and contact details should you wish to have one.
We will deal with your complaints swiftly. It may sometimes take longer than expected but where this occurs we will keep you informed. We will try to address your concern, provide you with an explanation and discuss any action that may be needed. We should also make you aware that the practice may need to provide information about you, and the treatment that you have received to insurers or legal advisers.
Our complaints information pack also contains details of other organisations you may approach if you are dissatisfied with the outcome of our investigation of your complaint.
The CHC can also assist you in making a complaint. They can be contacted on 01978 356178.
We are a training practice and have doctors training to be GP's as well as medical students attached to the practice.
Above all else we do not accept violence or the threat of violence from patients - we try to provide a high standard of care and do not deserve to be threatened.
At Clarence Medical Centre we operate an Equality and Diversity Policy as follows
The term ‘visitor’ used below refers to anyone (including patients and their family members, other visitors and contractors) making use of the Practice premises and services,
The practice :
The policy applies to the general public, including all patients and their families, visitors and contractors.
Discrimination by the Practice against you
If you feel discriminated against :
Discrimination against Practice Staff
The Practice will not tolerate any form of discrimination or harassment of our staff by any visitor. Any visitor who expresses any form of discrimination against, or harassment of, any member of our staff will be required to leave the Practice premises forthwith. If the visitor is a patient, he/she may be removed from the Practice list .
Betsi Cadwaladr University Health Board:
In writing : Preswylfa, Hendy Road, Mold, Flintshire, CH7 1PZ
By telephon e : (01352) 803434
Concerns Team :
In writing : Concerns Team, Ysbyty Gwynedd Hospital, Bangor, Gwynedd, LL57 2PW
By telephone: 01248 384194
E-mail : ConcernsTeam.firstname.lastname@example.org
North Wales GP Out of Hours Service:
By telephone : 0300 123 55 66
INFORMATION AVAILABLE FROM CLARENCE MEDICAL CENTRE PROVIDING MEDICAL SERVICES UNDER CONTRACT TO THE NHS UNDER THE FREEDOM OF INFORMATION ACT MODEL PUBLICATION SCHEME
Information covered by this scheme is only about Primary, general and personal medical services we provide under contract to the National Health Service
Our Charges for Providing Information under this Scheme
All documents that we make available free of charge under this scheme are identified in the table below as Free
All documents available under this scheme for which we may charge a fee are identified with a ‘+’
We will make reasonable charges (which will include staff time, administration costs, copy costs, postage and any other out of pocket expenses we occur) when we provide the following information :
Please contact the Management Team at the Practice if you require a document for which a fee may be applicable. We will let you know the cost and charges that you will be required to pay us, in advance of us supplying the documents to you.
Our charges will be reviewed regularly and be in line with other NHS organizations
We are not able to provide printouts of other organisation’s websites.
How the information can be obtained under this scheme
All documents that we make available under this scheme can be viewed and/or downloaded from the Practice Website and/or made available in a leaflet and or made available in hard copy format on request.
We will dispatch information within 20 working days from receipt of the request and fee.
Information available on the website is also available in hard-copy format on request, although charges may apply – Please contact the Management Team at the Practice for further details.
Information to be published
How the information can be obtained (eg hard copy or website)
CLASS 1 – Who we are and what we do
(organisational information, structures, locations and contacts)
This will be current information only
Clarence Medical Centre
West Kinmel Street
Denbighshire LL18 1DA
Doctors in the Practice
Dr S J Dobson - Senior Partner
Dr LG Williams – Partner
Dr K D Stappert – Partner
Dr R Ryver – Partner
Dr C Corbett – Partner
Dr K Simpson – Salaried GP
& Practice Booklet
Contact details for the practice (named contacts where possible with telephone numbers and email addresses (if used)
Tel : 01745 350680 (main reception)
Fax : 01745 356621
Website and Practice Booklet
Monday to Friday
8.30 – 18.00
Out of hours telephone no :
Other Staffing Details
(further staff details are available on request from the Business Manager or our website)
Management Team :
Support Services Manager – Ali Ellis
Patient Services Manager – Gwyn Hughes
Reception Manager – Gill Chatterton
Lead Nurse – Nicola Anderton
Class 2 – What we spend and how we spend it (Financial information relating to projected and actual income and expenditure, procurement, contracts and financial audits)
Current and previous financial year as a minimum
Total cost to the PCT/HB/HSSB of our contracted services
Available on request from the Management Team
Audit of NHS income
Class 3 – What our priorities are and how we are doing
(Strategies and plans, performance indicators, audits, inspections and reviews)
Current and previous year as a minimum)
Records of decisions made in the practice affecting the provision of NHS services
Class 4 – How we make decisions (Decision making processes and records of decisions)
Current and previous year as a minimum
Class 5 – Our Policies and Procedures
(current written protocols, polices and procedures for delivering our services and responsibilities)
Current information only – Mark ‘not held’ against any policies not actually held
Policies and procedures about the employment of staff
Internal instructions to staff and polices relating to the delivery of services
Equality and diversity policy
Health and Safety Policy
Complaints procedure (including those covering requests for information and operating the publication scheme )
Records Management Policies (records retention, destruction and archive)
Data Protection Polices
Polices and Procedures for handling requests for information
Please see our website
Class 6 – Lists and Registers
Currently maintained lists and registers only
Any publicly available register or list (if any are held this should be publicised, in most circumstances existing access provision will suffice)
Class 7 – The services we offer (Information about the services we offer, including leaflets, guidance and newsletters produced for the public)
Current information only
The services provided under contract to the NHS
See our website for details
Charges for these services
Newsletter and information on the practice website
Out of hours arrangement
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