6.5.22:  Please note that patients are still required to wear a face mask in healthcare settings. Please ensure you continue to wear your face mask when entering the surgery.  Thank you.

Practice Policies

Confidentiality & Medical Records

Locked blue folderThe 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.

Subject Access Request

To make a subject access request please complete the attached form (click here) and return to the Practice Manager, Mostyn House Medical Practice, Mostyn Broadway, Llandudno, LL30 1YL.


Customer service formWe make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

To pursue a complaint please contact the practice manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception. 

For a copy of our complaints procedure please click here for a copy in English or here for a copy in Welsh.

We hope that, if you have a problem, you will use our complaints procedure.  We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our service.

This however, does not affect your right to approach outside agencies.  If you feel you cannot raise your complaint with us, or if you are dissatisifed with the result of our investigation, the following addresses may be useful:

The Concerns Team

Betsi Cadwaladar University Health Board

Ysbyty Gwynedd Hospital




LL57 2PW

Tel: 03000 851851

E mail:

PUTTING THINGS RIGHT: Raising a concern about the NHS in Wales. For more information click here.

Violence Policy

The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.

Freedom of Information

Information about the General Practitioners and the practice required for disclosure under this act can be made available to the public.  All requests for such information must be made in writing to the practice manager.  Please click here for a copy of our Publication Scheme.

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