Practice Policies
Patient Privacy Notice
Please see below our Crystal Peaks Medical Centre Privacy Notice.
Patient Privacy Notice Oct 2025
Confidentiality
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:
- To provide further medical treatment for you e.g. from district nurses and hospital services.
- To help you get other services e.g. from the social work department. This requires your consent.
- When we have a duty to others e.g. in child protection cases anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.
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.
Data Security and Protection
Please see below our Data Security and Protection Policy
UK GDPR Policy incorporating Data Security and Protection
Did Not Attend (DNA) Policy
The practice operates a strict Did Not Attend (DNA) policy to ensure fair and effective use of appointments.
-
Any patient who fails to attend three or more appointments without prior notice will receive a verbal or written warning.
-
Following this warning, if the patient fails to attend any further appointment within a 12-month period, they may be removed from the practice list.
We aim to support patients in attending their appointments by sending text reminders (where possible), along with confirmation at the time of booking. However, it is ultimately the patient’s responsibility to remember and attend their appointments.
Appointments are a valuable resource, and a missed appointment could have been used by another patient in need. If you are unable to attend, please make every effort to cancel your appointment in advance.
We understand that unforeseen circumstances may occasionally prevent attendance, and we appreciate your cooperation in helping us manage our services effectively.
Zero Tolerance Policy
At Crystal Peaks Medical Centre, the safety and well-being of all patients and staff are our top priority. We are committed to creating a respectful and professional environment for everyone.
We have a zero-tolerance policy regarding any form of sexual harassment or abusive behaviour. This includes, but is not limited to, unwanted physical contact, verbal remarks, gestures, or any behaviour that creates a hostile or uncomfortable environment.
Sexual harassment of any kind is unacceptable and will not be tolerated.
Abusive behaviour of any kind is unaccepted and will not be tolerated.
Individuals found engaging in such behaviour may face immediate removal from the premises and further legal action. The patient will also be removed from the practice list.
We encourage all patients to report any concerns, and we are committed to ensuring a safe and supportive environment for all. If you experience or witness inappropriate behaviour, please notify a staff member.
Thank you for helping us maintain a respectful and safe space for everyone.
Transparency Notice
COVID-19
Information for patients explaining how your data is being processed to support vital coronavirus (COVID-19) planning and research
Please follow the link below:
GPES Physical Health Checks for people with Severe Mental Illness (PHSMI) data collection
Information for patients explaining how your data is being processed to support data collection of PHSMI:
General Practice Data for Planning and Research: GP Practice Privacy Notice
Information for patients explaining how your data is being used to support data collection for planning and research:
National Obesity Audit
Information for patients explaining how your data is being used to support data collection for the National Obesity Audit:
Call Recording
Calls to and from the surgery are recorded and processed in accordance with the General Data Protection Regulation 2016 and the Data Protection Act 2018, calls are recorded for monitoring, training and dispute resolution purposes.
The purpose of call recording is to provide an exact record of the call which will:
- Protect the interests of both parties;
- Help improve Practice performance and best practice;
- Help protect Practice staff from abusive or nuisance calls;
- Establish the facts in the event of a complaint either by a patient or a member of staff and so assist in resolving it;
- Establish the facts and assist in the resolution of any medico-legal claims made against the practice or it clinicians;
- A call recording may also be used as evidence in the event that an employee’s telephone conduct is deemed unacceptable. In this situation the recording will be made available to the employee’s manager, to be investigated as per the Practice Disciplinary Policy
For further information please contact the surgery.
