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Coronavirus (covid-19) Updated 2.7.2020

The Front Doors at both the Cam Surgery and Uley Surgery are now locked. All appointments are now phone appointments and patients are screened.

If you DO have an appointment, this will be at the CAM surgery and you will need to follow this procedure:

*On arrival at the surgery please use the intercom to the left of the main entrance doors.

*When the intercom is answered speak to the staff member who will advise the clinician you have arrived.

* Please then step back behind the yellow line to allow others to use the intercom and enter & exit the building.

*The clinician will greet you at the door wearing their full PPE.

*You will be asked to wash your hands and wear a mask for the appointment.

We have implemented these procedures to ensure the safety of our patients and our staff.

To book a telephone appointment or speak to reception please call 01453 540066 or 01453 860459 and choose option 1.

Please DO NOT  come to the surgery with a query, to ask advice or to make an appointment as you will not be allowed to enter and we cannot deal with queries through the intercom system.

All Appointments are by TELEPHONE and VIDEO CONSULTATION and TELEPHONE TRIAGE ONLY basis until further notice.


For ordering your Repeat Medication, Please call the dedicated Prescription

Ordering Line on: 0300 421 1215.


Make sure you have nominated a pharmacy for your Electronic Prescriptions.

See Latest news for more detail


Practice Policies

Violence, Abuse or Threatening Behaviour Policy

The NHS operate a zero tolerance policy with regard to violence, abuse or threatening behaviour. 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.


Zero Tolerance- Here to Help




In line with the rest of the NHS, this practice has a zero tolerance policy whereby aggressive, threatening or violent behaviour towards our staff will not be tolerated under any circumstances. The GPs, nurses and staff in this practice have the right to do their work in an environment free from this type of behaviour and everything will be done to protect that right. The Practice feels sure you will understand that proper behaviour is absolutely necessary for our staff and patients and that non-observance will not be accepted. The Practice takes it very seriously if a member of staff is treated in an abusive or violent way. The Practice supports the government's 'Zero Tolerance' campaign for Health Service Staff. This states that GPs and their staff have a right to care for others without fear of being attacked or abused. To successfully provide these services a mutual respect between all the staff and patients has to be in place.

 Our Practice staff aim to be polite, helpful, and sensitive to all patients’ individual needs and circumstances. They would respectfully remind patients that very often staff could be confronted with a multitude of varying and sometimes difficult tasks and situations, all at the same time. The staff understand that ill patients do not always act in a reasonable manner and will take this into consideration when trying to deal with a misunderstanding or complaint. However, aggressive behaviour, be it violent or abusive, will not be tolerated and may result in you being removed from the Practice list and, in extreme cases, the Police being contacted.

 In order for the practice to maintain good relations with their patients the practice would like to ask all its patients to read and take note of the occasional types of behaviour that would be found unacceptable:

Using bad language or swearing at practice staff

  • Any physical violence towards any member of the Primary Health Care Team or other patients, such as pushing or shoving
  • Verbal abuse towards the staff in any form including verbally insulting the staff
  • Threatening or intimidating behaviour to staff
  • Racial abuse and sexual harassment will not be tolerated within this practice
  • Persistent or unrealistic demands that cause stress to staff will not be accepted. Requests will be met wherever possible and explanations given when they cannot
  • Causing damage/stealing from the Practice's premises, staff or patients
  • Obtaining drugs and/or medical services fraudulently
  • We ask you to treat your GPs and their staff courteously at all times.

 Definition of Physical and Verbal Abuse and Violence:


Physical and verbal abuse includes:

  • Unreasonable and / or offensive remarks or behaviour / rude gestures / innuendoes
  • Sexual and racial harassment
  • Threatening behaviour (with or without a weapon)
  • Actual physical assault (whether or not it results in actual injury) includes being pushed or shoved as well as being hit, punched or attacked with a weapon, or being intentionally struck with bodily fluids or excrement.
  • Attacks on partners, members of staff or the public
  • Discrimination of any kind
  • Damage to an employee's or employer's property


The removal of patients from our list is an exceptional and rare event and is a last resort in an impaired patient-practice relationship. We value and respect good patient-doctor relationships based on mutual respect and trust.


Any patients who are deemed to have breached this policy will be sent a letter from the Practice advising that this behaviour will not be tolerated. Any future violation of this policy may result in removal from the Practice list. There will be no appeal process.

When trust has irretrievably broken down, the practice will consider all factors before removing a patient from their list, and communicate to them that it is in the patient’s best interest that they should find a new practice. An exception to this is in the case of immediate removal on the grounds of violence e.g. when the Police are involved.

Removing other members of the household 

Because of the possible need to visit patients at home, it may be necessary to terminate responsibility for other members of the family or the entire household to ensure the safety of practice staff. The prospect of visiting patients that is the residence of a relative who is no longer a patient of the practice, or the risk of being regularly confronted by the removed patient, may make it difficult for the practice to continue to look after the whole family. This is more likely where the removed patient has been violent or displayed threatening behaviour, and keeping the other family members could put doctors or their staff at risk.


DNA – Did Not Attend Policy

A DNA occurs when an appointment is not attended and the Patient has not contacted the Practice in advance to cancel it. Wasted appointments are a huge problem throughout the NHS. The issue of DNAs is a continued frustration both for patients waiting to get an appointment and for those working in the Practice as well as a waste of resources.

Cam and Uley Family Practice in an attempt to try to improve and rectify the problem has therefore agreed the following policy.

If you cannot attend or no longer need an appointment please ring us in advance. Mistakes do happen and the Practice understands that appointments can be forgotten about or overlooked. In such cases, the Practice will take into account the reason given by patients. Preference, of course, is for the Practice to know in advance so we can offer the appointment(s) to other patients in need.

The appointment system is monitored weekly to search for patients who have not attended appointments booked with GPs, Practice Nurses or HCAs.

Notifying the Practice:  

    • Patients must notify the Practice as soon as possible should they need to cancel by ringing our reception team on 01453 540066 or 01453 860459 or via Systmonline.
    •  If an emergency situation means a patient cannot attend their appointment, they must ring as early as possible on that day. This appointment can then be offered to another patient.
    • Failing to Attend Without Prior Notification:
    • When a patient fails to attend an appointment with a healthcare professional a note of the date and time is made in their electronic medical record and they are automatically sent a text message via TPP. In the event of a patient not having a mobile phone a letter will be sent. This will be sent to the patient by the DNA Administrator.
    •  If the patient fails to attend a further appointment following receipt of the first text or letter, the Administrator will write to the patient with a warning that future failure to attend appointments without prior notification could lead to their removal from the Practice list.
    •  When a patient fails to attend 3 appointments within a 12 month period, the Practice Manager will write to the patient, reminding them of the importance of cancelling unwanted appointments and detailing the consequence of not cancelling. This letter will also explain to the patient, that should they fail to attend a further appointment without prior notification, they risk being removed from the Practice list. 
    • Where a 4th DNA occurs within a 12 month period, the Practice will review the individual case along with a Senior GP. They will consider whether consistent failure to adhere to Cam and Uley Family Practice policy constitutes a breakdown between the patient and the GP. Where the GP Practice has given clear instruction on policy and service provision and the patient has chosen to disregard this on several occasions in spite of due warning then a removal letter will be sent by the Practice Manager. 


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 Practioners 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 General Data Protection Regulation (GDPR May 2018) and Data Protection Act, patients may request to see their medical records. Such requests should be made through the Practice Manager. No information will be released without the patient consent unless we are legally obliged to do so.


Named GP

Every patient is allocated to a usual registered GP. Please contact reception if you wish to know the name of your GP.


CUFP  Mission Statement, Vision, Values, Aims and Objectives

Our Mission statement
Cam & Uley Family Practice aims to provide high quality health care in a responsive, supportive, courteous and cost-effective manner.
We will:
Provide a service which puts patient welfare at the heart of all we do.
Work within the framework of NHS Primary Care Services to provide professional medical, nursing and other services which meet the identified needs of patients.
Promote best practice through utilising specialist expertise within the practice team and externally and encouraging the continuous professional development of all members of the practice team.
Nurture a culture which is innovative, forward looking and adaptable.

Our Vision:
To enhance the health & well-being in body, mind, relationships and lives of those we care for.

Our Values, Aims and Objectives:
To provide a service which puts patient welfare at the heart of all we do.
Work within the framework of NHS Primary Care Services to provide professional medical, nursing and other services which meet the identified needs of patients.
To promote best practice through utilising specialist expertise within the team
To convey compassion in word and action
To identify, Assess and respond to needs
To provide an appropriate range of services
To maintaining a health promoting environment

Respecting all:
To show courtesy to all staff and patients
To Understand
To treating all fairly, equally and without prejudice
To value each person as a unique individual
To be supportive to the vulnerable
To work as a team

Relating well within the team:
To value the contribution of each team member
To build a mutually supportive environment
To Co-operate with other teams
To encourage responsible involvement by our patients
To have integrity
To Speak and acting truthfully
To be accountable for our actions
To learn and improve
To adapt to change
To build on achievements
To develop services


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 write to the Practice Manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception. Please also see  the Cam and Uley Family Practice Complaints Procedure, under the heading 'Complaints' on the screen.

If the service user does not wish / feel able to talk with the practice for whatever reason they have the option of contacting the NHS England national call centre: 

Contact Method

Advice on information required from service user by NHS England

By post:

NHS England

PO Box 16738


B97 9PT

· Address with subject line:  ‘For the attention of the complaints manager’.

· Provide as much information as possible to allow NHS England to investigate the complaint. Include some or all of the following:

your name and a valid email or home address for reply;

a clear description of your complaint;

copies of earlier associated correspondence between yourself and NHS England (if relevant) and

any valid correspondence case reference numbers if provided on any previous contact.

By email:

With ‘For the attention of the complaints manager’ in the subject line. Then the information as above

By telephone:

0300 311 22 33 (Monday to Friday 8am to 6pm, excluding English Bank Holidays)


Chaperone Policy

Cam & Uley Family Practice is committed to providing a safe, comfortable environment where patients and staff can be confident that best practice is being followed at all times and the safety of everyone is of paramount importance.


This Chaperone Policy adheres to local and national guidance and policy – ie:

‘NCGST Guidance on the role and effective use of chaperones in Primary and Community Care settings’.


All patients are entitled to have a chaperone present for any consultation, examination or procedure where they consider one is required. The chaperone may be a family member or friend, but on occasions a formal chaperone may be preferred.


Patients are advised to ask for a chaperone at the time of booking an appointment, if possible, so that arrangements can be made and the appointment is not delayed in any way. The Healthcare Professional may also require a chaperone to be present for certain consultations.


There is no common definition of a chaperone and their role varies considerably depending on the needs of the patient, the healthcare professional and the examination being carried out.


Their role can be considered in any of the following areas:

  • Emotional comfort and reassurance to patients
  • Assist in examination (e.g. during IUCD insertion)
  • Assist in undressing
  • Act as interpreter
  • Protection to the healthcare professional against allegations / attack.         



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