❌ Missed Appointments

Appointments are very important. When patients do not attend, it means another patient may miss the opportunity to be seen.

An appointment is recorded as a Did Not Attend (DNA) if:

• You do not attend your appointment, or

• You cancel with less than 24 hours’ notice.

This includes face-to-face, telephone appointments and home visits. 

❓ What happens if you miss an appointment?

If you miss an appointment, we may:

• Record the missed appointment in your medical record

• Send you a text message or letter to let you know the appointment was missed 

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🔁 Repeated missed appointments

If a patient misses three appointments within a 12-month period, the practice may review their registration and consider whether they should remain registered with the practice.

👨‍👧‍👦 Children who miss appointments

If a child does not attend an appointment, this is recorded as “Was Not Brought (WNB)” rather than DNA.

This may be reviewed by our safeguarding team to ensure the child’s wellbeing and that they are receiving appropriate care. 

💙 How can you help

Please help us provide care to everyone by:

• Cancelling appointments as soon as possible

• Giving at least 24 hours’ notice if you cannot attend

• Rebooking if you still need to be seen

❓How to contact the practice

You can contact the practice in several ways:

• Telephone - 01691 648 054

• Using our online triage system (Klinik) -  Contact us online

• Online through our website or the NHS Wales App

• Visiting reception in person 

This helps ensure patients can access care in a way that suits them.

📅 How appointments are managed

All requests for appointments or medical advice are triaged based on clinical need.

This means:

• Urgent problems are prioritised for same-day review

• Routine issues will be offered the next suitable appointment

• Some requests may be directed to other NHS services if appropriate 

Our aim is to respond to patient requests within one working day. 

👩‍⚕️ Care navigation

Our trained reception team may ask a few questions about your problem.

This helps us:

• Direct you to the right clinician or service

• Make sure urgent problems are prioritised

• Avoid unnecessary delays 

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🏥 Other services that may help

Depending on your needs, you may be directed to:

• A GP, nurse, or another healthcare professional

• Community services

• Self-care advice

• Local pharmacies for minor illnesses where appropriate

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🕐 Opening hours

Our main surgery is open Monday to Friday, and you can contact us during our opening hours by phone, online, or in person.

When the practice is closed:

• Contact NHS 111 for urgent medical advice

• Call 999 in a life-threatening emergency 

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💙 Supporting all patients

We aim to provide safe, fair and equal access for all patients.

This includes:

• Supporting patients with disabilities or communication needs

• Providing information in Welsh and English

• Offering multiple ways to contact the practice

   

💙 Our commitment

We are committed to making sure all patients can access information and communicate with us in a way that works for them.

This follows the Accessible Information Standard, which ensures patients with disabilities, impairments or sensory loss receive information they can understand. 

❓ What this means for patients

If you need support, we can provide:

• Large print

• Easy-read information

• Braille

• British Sign Language (BSL) interpreters

• Translation services

• Communication by text, email, phone or letter depending on your preference 

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📝 Recording your communication needs

We will:

• Ask about your communication needs when you register or contact us

• Record these needs in your medical record

• Make sure staff can easily see them so we communicate with you appropriately

With your consent, we may share your communication needs with other healthcare services involved in your care to make sure you receive appropriate support. 

💬Let us know your preferences

If you need information in a different format or require communication support, please tell us.

You can speak to our reception team or contact the practice to update your communication preferences.

❓How we use your information

Llanfyllin Group Practice is committed to protecting your privacy and keeping your personal information safe.

This privacy policy explains:

• What information we collect about you

• How we use your information

• Who we may share it with

• How we keep it safe

• Your rights regarding your personal data

We follow the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and NHS confidentiality guidelines.

Llanfyllin Group Practice is registered with the Information Commissioner’s Office (ICO) under registration number Z7607439.

This policy applies to all three practice sites:

• Llanfyllin Medical Centre

• Llanrhaeadr Medical Centre

• Four Crosses Medical Centre

📖 What information we collect

We collect personal information to provide you with healthcare services.

This may include:

Basic personal details

• Name, address and contact details

• Date of birth

• NHS or national identification numbers

• Next of kin or emergency contact details

Health information

• Medical history and treatment records

• Details of consultations and care

• Test results and clinical notes

Other information

• Information from other healthcare providers involved in your care

• Feedback, complaints or survey responses

• Telephone call recordings

• Information collected through our website

We may also hold sensitive information, such as:

• Physical or mental health information

• Ethnicity or religion

• Safeguarding information

• Sexual health or orientation where relevant to care

This information helps us provide safe and appropriate healthcare.

💻 How we collect your information

We collect information in several ways, including:

• When you register with the practice

• When you attend appointments or receive treatment

• When you contact us by phone, email, online services or in person

• When you complete forms or surveys

• From other healthcare professionals involved in your care

• From NHS systems and public health organisations

• From family members or carers where appropriate

📄 How we use your information

Your information is mainly used to provide safe and effective healthcare.

This may include:

• Providing medical treatment and advice

• Managing appointments and services

• Communicating with you about your care

• Coordinating care with hospitals and other healthcare providers

• Improving and planning healthcare services

• Training healthcare professionals

• Meeting legal and regulatory requirements

We only use your information where we have a lawful basis to do so, such as providing healthcare, meeting legal obligations, or protecting your vital interests.

💌 Who we share your information with

Your information will only be shared where it is necessary and appropriate.

This may include:

• Doctors, nurses and other healthcare professionals involved in your care

• Hospitals, clinics and diagnostic services

• NHS organisations and national screening programmes

• Ambulance services or emergency responders

• Social services or safeguarding teams

• Care homes or community services involved in your care

• IT providers who support our clinical systems

• Government or regulatory bodies where required by law

We never sell your personal information or allow other organisations to use it for marketing.

🔒 How we keep your information safe

We take the security of your personal information very seriously.

We protect your data by:

• Using secure NHS clinical systems

• Restricting access to authorised staff only

• Following strict confidentiality policies

• Using secure IT systems and data storage

• Ensuring organisations we work with follow the same data protection standards

⌛ How long we keep your information

We keep medical records in line with NHS record retention guidelines and legal requirements.

Your information will only be kept for as long as necessary to provide care and meet legal or regulatory obligations.

✅ Your rights

You have several rights regarding your personal information, including:

• The right to know how your information is used

• The right to request a copy of your records (Subject Access Request)

• The right to correct inaccurate information

• The right to restrict how your information is used in some circumstances

• The right to object to certain uses of your data

Requests are normally responded to within one month.

If you are unhappy with how your data has been handled, you can contact the Information Commissioner’s Office (ICO).

🍪 Cookies

Our website uses cookies to help improve your experience.

Cookies allow us to:

• Understand how people use the website

• Improve the performance and usability of the site

• Remember preferences such as language settings

You can control or disable cookies through your browser settings.

📱 Contact us

If you have any questions about this privacy policy or how we use your data, please contact:

Llanfyllin Group Practice
Llanfyllin Medical Centre
High Street
Llanfyllin
Powys
SY22 5DG

Telephone: 01691 648656

You can also contact the Information Commissioner’s Office at
https://www.ico.org.uk or by calling 0303 123 1113.

💭 What is a chaperone?

A chaperone is a trained member of clinical staff who is present during an examination.

They are there to:

• Support and reassure you

• Protect your dignity and privacy

• Be an impartial observer during the examination

❓When will a chaperone be offered?

You will be offered a chaperone when:

• Booking your appointment, or

• Before an intimate examination takes place

You can ask for a chaperone at any time during your appointment.

👩‍⚕️ Who can be a chaperone?

Chaperones at our practice are trained members of our clinical staff.

They understand their role and how to support patients during examinations.

👫 Can I bring someone with me?

Yes. You may bring a friend, relative or carer to your appointment if you wish.

However, they are not considered a formal chaperone, so a trained staff member may still be offered as a chaperone as well.

🚫 Can I refuse a chaperone?

Yes. You have the right to decline a chaperone.

If a clinician feels a chaperone should be present for the examination, they will explain why.

In some cases, the examination may need to be rearranged or carried out by another clinician.

👨‍👦‍👦 Children and young people

Children and young people having intimate examinations will usually have:

• A parent or carer present, and

• A trained chaperone

Young people who are able to make their own decisions have the same rights to consent and confidentiality as adults.

🏠 Home visits

If an examination that requires a chaperone is needed during a home visit, you may be asked to attend the surgery instead so that a trained chaperone can be present.

💙 Our commitment to you

Our practice is committed to:

• Treating all patients with respect and dignity

• Providing a safe and supportive environment

• Offering a chaperone whenever appropriate

If you have any questions about chaperones, please speak to a member of our reception or clinical team.