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The practice does not tolerate abusive behaviour against any member of staff.  This includes comments made on social media ie. Facebook, Twitter etc. 

 From 1 April 2013 Repeat and Acute Re-issue prescriptions will be ready for collection 48 working hours after order is received.


 It is also important that you notify the hospital of any changes in your details.  If you have changed your address or name, or phone number or your GP please phone Altnagelvin Hospital on 02871 345171 extension 3446 or 3447 so that your appointment etc is sent to the correct address

Cancelling your Appointment

If you are unable to attend an appointment with one of the doctors or nurses, please cancel your appointment. You can telephone or use the cancel appointment facility on our website.

By giving us as much notice as you can you are helping us to make sure that someone else is given your slot.


Patients with an urgent medical condition, which cannot wait until the surgery is open, may contact the Out-of-Hours Service—WESTERN URGENT CARE— by phoning

02871 865 195

 Phoning for Test Results

Please phone for all results between 2pm and 4.45pm on 028 777 66354.


Practice Policies


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.

Freedom of Information

The practice complies with the regulations under the Freedom of Information Act 2000.

Details of all primary medical services in our area may be obtained by contacting Health and Social Care at: Gransha House, 15 Gransha Park, Clooney Road, LONDONDERRY BT47 6FN.

The ICO has published a new Model Publication Scheme that all public authorities are required to adopt by 1st January 2009.

Model Publication Scheme - further information

Violence and Abusive Behaviour

The Practice is committed to ensuring that our staff treat our patients with dignity and courtesy at all times. We expect our patients to treat staff in the same manner.

We support the NHS zero tolerance policy with regard to violent and abusive behaviour and the Practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and others.

The definition of violence is not limited to physical assault / injury; it also includes verbal aggression and rude / offensive language and is defined by the Health & Safety Executive as “any incident, in which an employee is abused, threatened or assaulted by a member of the public in circumstances arising out of the course of his or her employment”.

The Practice is committed to the firm pursuit, through the PSNI, if necessary of those who threaten or intimidate members of staff.

Chaperone Policy 

All staff are aware of, and have received appropriate information in relation to the surgery chaperone policy

All formal chaperones understand their roles and responsibilities and are competent to perform that role


The chaperone policy is advertised through notices in the waiting areas and on the surgery website


Chaperone Policy for Intimate Examinations

Explain to the patient why an intimate examination is necessary and give the patient an opportunity to ask questions


Offer a chaperone for intimate examinations


If the patient does not want a chaperone, record that the offer was made and declined in the patient’s clinical record


Obtain the patient’s verbal consent before the examination and be prepared to stop the examination at any stage at the patient’s request


Give the patient privacy to undress and dress. Use curtains where possible to preserve dignity


Explain what you are doing at each stage of the examination, the outcome when the examination is complete and what you propose to do next. Keep discussion relevant and avoid personal comments


Record any other relevant issues or concerns immediately following the consultation


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