Mission Statement & Practice Policies


“To provide well led, accessible care in a caring, safe and courteous manner ensuring that our patients’ needs are at the heart of all the services that we provide in an ever changing world”


What You Can Expect From The Castle Medical Group:

  • We aim to work within the framework of NHS Primary Care Services to provide the highest quality care which meets the identified needs of all our patients.
  • We aim to always greet you with a smile, treat you with courtesy, respect and dignity regardless of age, gender, religion or ethnicity
  • We aim to listen, discuss all your options, explain what treatment is available and refer you on to other experts where necessary
  • We aim to utilise specialist expertise within the practice team and externally and encourage the continuous education and professional development of all members of the practice team
  • We always maintain confidentiality in what we discuss and the records we keep on your behalf and pride ourselves in promoting an open and safe environment within our practice
  • We are a training practice and pride ourselves in our commitment to learning, keeping up to date with the developments in health care to assist our patients in their treatment and developing the new healthcare workforce

 What We Ask From You:

  • Be nice and friendly with our staff. We know you are not always feeling your best when you visit us, but we put patients at the heart of everything we do and treat everyone fairly and we respond really well to please and thank-you’s!
  • Keep your appointment whenever you can. But if you can’t, just let us know as soon as possible and we will be happy to reschedule for you. This allows someone else to have your appointment.
  • Expect to wait 48 hours for your repeat prescription
  • Talk to us! We are always happy to hear your suggestions. We work best when we work together with our patients.
  • Please be considerate of other patients. We understand waiting can be frustrating, but please be patient if you have to wait a little longer than you would like.
  • Help us to look after our lovely new building by treating it with respect

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.

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 should be made to the practice manager.

Access to Records

In accordance with the Data Protection Act 2018 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the practice manager and may be subject to an administration charge. No information will be released without the patient consent unless we are legally obliged to do so.


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 Business Manager who will deal with your concerns appropriately. Further written information is available by clicking here  -  Complaints Leaflet

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.

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