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Patient Service Standards

Patient Services Standards

Our Statement of Values

We believe our patients deserve a friendly atmosphere, easy access to a Health Care Professional and a range of quality services within the Practice and with other Health Care Providers.
We value the Practice Team and believe that all members of the team should contribute to the improvement of the services which we provide and have full opportunity to develop their skills.

Our Purpose

Our Primary Health Care Team will provide a total quality service in partnership with our patients.

Our Aim

To develop a total quality Health Care Service within the resources available and to the highest professional standards.
Together with the Patient Participation Group we have developed the following standards we will endeavour to uphold:
1. When you visit the Practice:
  • A positive, clean and safe environment.
  • A warm and friendly welcome from a member of staff who will identify her/himself.
  • Your appointment to take place as scheduled or a full explanation if there is a delay.
2. When we visit you:
  • An appropriate time to visit.
  • Clear identification to be provided.
  • Your needs to be identified and met.
  • A return call as agreed.
  • Confidentiality at all times.
3. Information, communication and feedback:
  • Your Patient Participation Group will meet with Practice Staff each month.
  • Your ideas, comments and observations will be welcome and responded to.
  • A sample of patient views will be surveyed each year and the results published.
  • Your letters, faxes and e-mails to the Practice will be acknowledged within 5 working days.
4. Prescriptions and Test Results:
  • All repeat prescriptions will be available within 2 working days of request being received.
  • You will be informed of any abnormal test results.
Complaints Policy and Procedure
Welsh Cymraeg
Several of our staff are Welsh speaking and we can also arrange for you to see a Welsh Doctor or Nurse if you wish.
Disabled Patients
The surgery has wheelchair access with automatic doors. The Reception area has an induction loop system for patients with hearing aids.
We have strict rules which apply to all our staff.
We will not discuss any information about you with anyone else without your consent.
Even if you are under 16, doctors and nurses still have to keep anything you tell them private just as they would for an adult.
Practice / Patient Responsibilities
Patients are registered with the practice, not an individual GP. Your medical card will be issued in the name of one of the doctors who will supervise your care, however you can at any time express a preference for a practitioner, for either all of your medical needs or on a case by case basis. This preference will be recorded in your medical notes. Whilst the practice will always try to comply with your requests on all occasions, it may not always be possible.
The Partnership of Ystwyth Medical Group is full equal partnership with no restriction or limitations. The partnership is contracted to Ceredigion Local Health Board to provide medical services to patients registered with our practice and temporary residents within our practice boundary. We also provide Immediate Necessary Treatment for any person not registered with the practice who has a medical emergency within our practice locality. The Local Health Board address / telephone number is -
Ceredigion LHB
The Bryn
North Road
SA48 7HA
Tel: 01570 424100   Fax: 01570 424102
We operate a no-tolerance policy towards abusive or violent behaviour towards staff or other patients. Any such behaviour will result in removal from the practice list.

Last updated: 04/04/2013