Tawe Terrace, Pontardawe, Swansea, West Glamorgan, SA8 4JU

    Telephone: 01792 863 103
    NHS Direct Wales: 0845 46 47

    Practice Polices & Service Information

    This section lists some of the most important Practice Policies and supporting service information. It is not practical to list all of the Practice policies on this website but please speak to our Practice Manager if you require details of our other policies.


    Carers

    It is helpful to know if you have a Carer (someone who takes on an unpaid caring role) or if you are a Carer for someone else. For further details please see our 'Carers Information Page'.

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    Chaperones

    The consultation that takes place between a patient and their Doctor/Nurse is private and confidential. Quite often an examination is required to help make a diagnosis. This may be straightforward or sometimes can be more personal or of a sensitive nature.

    Under these circumstances your Doctor will normally seek your agreement to a Nurse or other staff member being present or, if a relative or friend has accompanied you to the Surgery, they may be able to act as a Chaperone if you wish.

    If a chaperone is not offered but you would like someone to be present, do not be afraid to tell your doctor.

    Procedures which are generally regarded as being of a sensitive nature are:

    • Cervical cytology
    • Gynaecological
    • Testicular
    • Breast Examination
    • Rectal Examination

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    Complaints

    If you are not satisfied with the service you receive from any member of the practice team, or you want to make a complaint, please contact our practice manager who will make arrangements to meet you.

    We hope that if you have a problem, you will use our complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and also give us an opportunity to improve our practice. But this does not affect your right to approach the local health authority.

    If you feel you cannot raise your complaint with us or you are not satisfied with the result of our investigation, you should contact the Neath Port Talbot Local Health Board complaints manager for further advice (phone 01792 326500). You can also get help and support from the Independent Community Health Council Advocacy Service on 01792 324201.

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    Freedom of Information Act

    The Freedom for Information Act 2000 gives the public the right to know how public services are run and how much they cost. From January 2005 General Practices must respond to requests about information it holds. However requests will have to satisfy a number of conditions.

    For further information please contact our Practice Manager.

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    Making it all Work

    Please help us to help you:

    • Allow plenty of time to arrive for your appointment on time
    • Report to Reception a few minutes before your appointment
    • If you are more than 10 minutes late for your appointment we may not be able to see you; you may be asked to rebook for another day
    • Tell us straight away if you no longer require your booked appointment
    • GP appointments are 10 minute consultations. This generally means the GP will only be able to deal with one problem. If you have more than one problem please let the receptionist know when booking your appointment and we can allow you more time
    • If more than one member of your family needs to be seen please make a separate appointment for each of them
    • We have both male and female Nurses and GPs. Please let us know if you have a preference when booking your appointment
    • If you would like someone to accompany you during an examination please let us know in advance to ensure we have the personnel available
    • Be patient ... Medical emergencies sometimes arise and do cause schedules to fall behind

    We aim to treat our patients with courtesy and respect at all times. We therefore also expect our patients to treat members of the practice team and other patients in a similarly appropriate manner. We take seriously any incident that causes hurt, alarm or distress to our staff or other patients. The practice will exercise its right to take action to have a patient removed from its practice list if they fail to behave in an acceptable manner.

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    Removal of Patients from Practice List Policy

    Pontardawe Primary Care Centre aims to provide the best possible health care for their patients. However there may be circumstances when it would be considered reasonable, or in the best interests of the patient, to remove patients from the list.

    The full 'Removal of Patients from Practice List' policy document can be viewed here.

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    Zero Tolerance to Violence Policy

    All practices, in line with government guidelines, have a 'Zero Tolerance to Violence' policy. This means that any violent or abusive behaviour or perceived threatening behaviour, whether verbal or otherwise to staff or members of the public on practice premises will not be tolerated. We can refuse to provide a service, report the incident to the Police and request that the patient and their family be removed from their Practice list.