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 for the results of any tests carried out. The best times to telephone are after morning surgery or before evening surgery.
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.
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.
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.
Complaints or suggestions
We aim to provide a high standard of service but if you have a complaint let us know in order that it can be dealt with as soon as possible. A suggestion box is provided in the waiting room if required.
Please discuss any complaints with the Practice Manager initially if possible. There are leaflets available in the waiting room 'Putting Things Right, Making a Complaint' or contact
PALS (Patient Advice and Liaison Service) - Early Resolution
Tel: 03000 851234 or e-mail BCU.PALS@wales.nhs.uk
or
The Concerns Team, Ysybyty Gwynedd, Bangor, Gwynedd, LL57 2PW.
Tel: 03000 851234 or e-mail BCU.Complaintsteam@wales.nhs.uk
Please click here to view our Complaints Procedure.
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.