Pencoed Medical Centre

Dr G V Price | Dr J A Crane | Dr G A Preest | Dr O R Thomas | Dr E Garfield

Practice charter


We are committed to giving you the best service.

Our responsibilities to you:

  • Names: People involved in your care will give you their names and ensure that you know how to contact them. The surgery should be well signposted and the doctors’ or nurses’ names are indicated on their surgery rooms.

  • Waiting time: We run an appointment system in this practice. You will be given a time at which the doctor or nurse hopes to be able to see you. You should wait no more than 30 minutes in the waiting room without receiving an explanation for the delay.

  • Access: You will have access to a doctor rapidly in the case of emergency; within half a working day in cases of urgency; and otherwise within three working days. We will arrange a home visit as appropriate for those who are too ill or infirm to be brought to the surgery.

  • Telephone: We will try to answer the phone promptly and to ensure that there are sufficient staff available to do this

  • Test results: If you have undergone tests or x-rays ordered by the practice, we will inform you of the results at your next appointment. If no appointment needs to be arranged, we will advise you when and how to obtain the results.

  • Respect: Patients will be treated as individuals and partners in their healthcare, irrespective of their ethnic origin or religious and cultural beliefs.

  • Information: We will give you full information about the services that we offer. Every effort will be made to ensure that you receive the information which directly affects your health and the care being offered.

  • Health promotion: The practice will offer patients advice and information on steps they can take to promote good health and self help for minor ailments when there is no need to see the doctor.

  • Health records: You have the right to see your health records, subject to the limitations of the law. These will be kept confidential at all times.

Your responsibilities to us:

  • Help us to help you.

  • Please let us know if you change your name, address or telephone number.

  • Please do everything you can to keep appointments. Every month approx. 250-300 appointments with GPs are wasted because patients simply fail to turn up! Tell us as soon as possible if you cannot. Otherwise, other patients may have to wait longer.

  • We need help too. Please ask for home visits by the doctor only when the person is too ill to attend the surgery.

  • Please keep your phone call brief and avoid calling during the peak morning time for non-urgent matters.

  • Test results take time to reach us, so please do not ring before you have been asked to do so. Enquiries about tests ordered at the hospital should be directed to the hospital, not the practice.

  • We ask that you treat the doctors and practice staff with courtesy and respect.

  • Please read our practice booklet. This will help you to get the best from the services that we offer. It is important that you understand the information given to you. Please ask us questions if you are unsure of anything.

  • Remember, you are responsible for your health and the health of your children. We will give you our professional help and advice. Please act upon it.

  • Please ask if you wish to speak to your doctor.


Although we work very hard to provide you with the best service possible, there may be times when you may wish to make a complaint. There is a practice complaints procedure and all complaints should be addressed in the first instance to the Practice Manager, Mrs Joanne Carter, at The Medical Centre, Heol yr Onnen, Pencoed. Mrs Carter will then contact you for a preliminary discussion. Mrs Carter will offer you a meeting and carry out a full internal investigation. Following this you will be given a written reply to keep you informed of the outcome. We would like to let you know that, although we seldom receive complaints, we take all complaints seriously and we listen very carefully to our patients and take the necessary action where appropriate.

Removal of patients:

The relationship between a practice and a patient can sometimes suffer an irreconcilable breakdown. In these circumstances the right of the practice to remove a patient from the practice list remains. Patients too will be able to apply for registration with a different practice if that is their preference. Removal from a list will follow a transparent process that normally would include a warning to the patient before removal. When a patient is removed, practices will be required to give specific reasons to the patient as to why the removal has occurred, though it is accepted that, in certain specific circumstances, a statement to the effect that the relationship between the patient and the practice has irrevocably broken down will suffice.

The right of a practice to remove a violent patient will be extended to safeguard all those who might have reasonable fears for their safety. These will now include members of the practice’s staff, other patients and any other bystanders present where the act of violence is committed or the behaviour took place. Violence includes actual or threatened physical violence or verbal abuse leading to a fear for a person’s safety. It is the responsibility of the PCO to ensure that there is a service available for patients who are difficult to manage, and this will be commissioned separately as an enhanced service as set out in chapter 2 of the new GP contract.

Choice of practitioner:

Patients will now register with practices rather than individual GPs. However, patients will retain the flexibility that they currently enjoy to request to be seen by the practitioner of their choice. This is particularly important for patients who value seeing a practitioner of their choice for the purposes of continuing care, care of particular conditions, gender or ethnicity. Primary legislation will provide for choice of practitioner to be set out as a legal right within regulations governing the contract between the PCO and the practice.

Where a patient wishes to exercise this right:

  • the patient may have to wait longer to see their preferred practitioner and, where this was accepted, it would not count against achievement by the practice of any rewards for improved access

  • the practitioner would still be allowed the rights of reasonable refusal (eg in respect of a violent patient)

  • the patient may be asked to accept an alternative if for example the service required was now being delivered by another professional member of the practice (eg if a service had been designated by the practice as a nurse or therapist led service rather than a doctor led service).

  • These rights will not undermine a practice’s flexibility to organise its services in order to best meet patient needs. This means that a practice cannot force a patient to see a doctor that the patient does not wish to see. The practice will still have an obligation to offer immediately necessary treatment to non-registered patients.

Confidentiality of Patients Records - A Guide to Practice Accreditation Visits - Joint Committee on Postgraduate Training for General Practice

Your records may be disclosed to persons outside the primary care team which provides their care. The purpose of such disclosure is strictly limited to a verification process which is required to ensure practice compliance with educational standards for trainee doctors. The visit team are all subject to a strict duty of confidentiality. Any patient may object to the whole, or any part, of the inspection of their own medical records and that their objection will be respected.