Phone calls
Incoming and outgoing calls to the practice are recorded for safety and quality purposes.Appointments
At Waunfawr the practice operates an Appointments System for all consultations and clinics. Normally, urgent appointments can be given within 24 hours, but delays can occur if specific times, days or Doctors are requested.
Emergency appointments e.g. abdominal pain, children with temperatures etc, can always be accommodated, but we do ask and advise you to telephone first to ensure that you can be seen with a minimum of delay. Routine appointments can be booked in advance within 2-4 weeks by telephone or e-mail.
Unfortunately, given the nature of medical consultations, we cannot guarantee that specific appointment times can be met.If you have a lot to discuss and require a long appointment please advise the receptionist, thus avoiding delays to other patients.
When you phone for an appointment, don't be alarmed if the Nurse or Receptionist asks you questions that you may feel are personal or not relevant. This is simply in order that you may be given the first free appointment or one at a time when the Doctor can best deal with your particular problem. It also enables the Nurse to give you advice or reassurance you until you can be seen. This is particularly applicable at times when surgeries are already booked up.
Home visits
If you feel a home visit is needed and the patient is unable to travel to the surgery because of illness, please telephone before 10:00 a.m. You will be asked what the main symptoms are and you will be able to discuss the matter with the Doctor or Nurse. This ensures the smooth running of the practice and enables the practice team to ensure that priority cases are seen first. A late call may delay a visit until the next day as we do not like to disrupt surgeries or clinics and inconvenience those who have made appointments. Emergency calls will be dealt with by the normal practice of assessing the priority and responding accordingly. All the reception staff are used to these procedures and are able to advise you.
Disabled facilites
Both Surgeries are suitably equipped to deal with the disabled on ground floor level. There is a ramp to the front door with a door bell to obtain assistance. There are hand rails fitted on both sides of the steps to the rear door. There is also a ramp to the dispensary with a handrail.
Patient leaflets are available in large print. A hearing loop is fitted at reception. Patients can always have their consultations in the ground floor rooms if required. The toilet on the ground floor is fitted with handrails and a low level sink. Appointments can be requested by telephone (01286 650223), letter or at the request of a known relative/carer.
Results
Please telephone or attend the surgery between 11:00 and 13:00 for your test results.
Please do not assume that the surgery will contact you with the results of tests. It is your responsibility to check either by telephone or in person.
Travel
If you are going abroad, please check with the Practice Nurse which inoculations you require. Some courses of inoculations require two months’ notice. We offer Polio, Typhoid, Hepatitis A and Cholera (tablets) at the surgery. Other travel vaccinations are available at your local pharmacy.
Immunisation
All adults should be immunised against tetanus every 10 years. We also offer certain immunisations for people in a high risk occupation e.g. Police, Nurses etc. If you think you are in a high risk occupation, make an appointment with the Practice Nurse to discuss this.
Change details
If you change your address, please inform the Receptionist as soon as possible. This helps us to keep your records and our computer up to date and ensure that recall appointments are sent to the correct address.
New patients
Patients who would like to register at our surgery should collect a new patient pack from the surgery and then arrange an appointment with the Practice Nurse for a medical assessment.
The pack will outline the ID requirements and will have forms for completion. Please return the completed forms and required ID documents to the Reception team in Waunfawr, along with your NHS number.
Practice Area
The practice will accept registrations from residents of the following villages:- Waunfawr, Llanrug, Pontrug, Rhos Isaf, Dinorwig, Bethel, Llanddeiniolen, Penisarwaun, Deiniolen, Llanberis, Nant Peris, Cwm-y-Glo, Caeathro, Betws Garmon, Rhyd-Ddu, Beddgelert, Bontnewydd, Rhostryfan, Rhosgadfan and Llanfaglan (up to the Bontnewydd turning junction from Caernarfon).
Concerns, Complaints and Suggestions
We are committed to providing a high standard of care and service at all times. We welcome your feedback and suggestions, as they help us to continually improve the services we offer. A suggestion box is available in the waiting room for your convenience.
We take all concerns and complaints seriously. If you wish to raise a concern or make a complaint about the practice or any of our services, please contact the Practice Manager in the first instance, either in writing, by email, or by telephone. We will make every effort to address your concerns promptly and fairly.
Please click here to view our Complaints Procedure.
Support and Guidance
People's Enquiry and Resolution Service (PEARS) is a service offered by NHS Wales who are committed to providing the best possible care and treatment across all services. Depending on your situation, support and guidance is available from PEARS.
Tel: 03000 851234
E-mail: BCU.PEARS@wales.nhs.uk.
Website: https://bcuhb.nhs.wales/patients-and-visitor
Llais (North Wales) is an independent statutory body in Wales, separate to a Health Board who can provide a free independent advocacy and support service to anyone who raises concerns about the NHS and social care and treatment.
Tel: 01248 679 284 / 01978 356178
E-mail: northwalesenquiries@llaiscymru.org.
Website: https://www.llaiswales.org
Access to medical records
Under the UK GDPR, the right of access, commonly referred to as Subject Access, gives living individuals the right to view or access the personal data that the surgery holds about them and to find out how their data is being used and whom it is shared with. A valid request can be made face-to-face, verbally or in writing (e-mail accepted). Patients who make a request must prove their identification with a form of ID and will also be asked to complete and sign a SAR consent form.
Patients' Rights
The Practice and its employees owe patient a duty of care and will always aim to provide services to meet their needs for primary healthcare and treatment.
The Practice and its employees aim to provide health services that are sympathetic and responsive patients’ individual needs within the resources that are available and to deliver appropriate and effective health care and treatment to their patients.
The Practice expects all its employees to treat their patients with courtesy and respect.
Patient Responsibilities
I will treat NHS staff, fellow patients, carers and visitors politely and with respect at all times.
I accept and understand that the practice is obliged to provide a safe and secure environment for its staff and patients and to care for their health and safety.
I will not behave in any way which may be considered to be violent, threatening or abusive towards members of staff or other patients.
I understand that staff have the right to carry out their work without fear of abuse or attack. Behaviour not tolerated (amongst others):
Consuming alcohol, smoking or taking any form of non-prescribed medication or drugs whilst on the surgery premises are strictly forbidden.
Removal from the Practice List - We reserve the right to remove any patients from the Practice list immediately if any of the above behaviours are displayed. In extreme cases, the Police may be involved.