We aim to offer a range of appointment types to suit individual needs. These include face to face, telephone and if requested video. We will ensure that you are directed to the most appropriate member of our Practice team, which includes doctors, nurse practitioners, practice pharmacists, practice nurses, physiotherapists and mental health support workers.
If you have an ongoing concern, in order to ensure continuity of care, you will be offered a pre bookable appointment with the member of the clinical team who has previously been supporting you. If you feel the issue is more urgent, please advise the Reception team who will offer you the next most suitable option.
Urgent Medical Care
If you feel that your medical condition requires attention immediately, please contact the Practice as early in the day as possible (ideally before 10am). Our reception team will need to ask you some basic questions about your health and the nature of the urgent problem in order to ensure that you get the care you need in the most appropriate and convenient way. All of the reception team have been trained to ask such questions, and any information you provide will be treated with the utmost confidence.
If you have a medical emergency, a critical or life threatening problem, please call 999. Here are some examples of an emergency:
- Difficulty in breathing
- A suspected heart attack
- Heavy blood loss
- Serious injury
- Severe burns
- Signs of a stroke
Home Visit Requests
Home visits are generally only available for patients who are housebound because of illness or disability. They will normally only be made in true emergency situations, where, for medical reasons, the patient is unable to attend the surgery.
Please remember the Practice has much better facilities for examining and treating patients at the health centre.
If a home visit is genuinely necessary, please try to telephone reception before 10am, giving as much information as possible regarding the situation and your concern to the reception team.
A member of the Practice team will phone you back either:
- for more information
- to give you telephone advice
- to advise you who will be attending from the Practice clinical team
- or, if deemed necessary, to advise you to contact emergency services.
Joint Injections Requests
The injection of steroid into a joint or soft tissue can provide significant symptomatic relief allowing for increased exercise and rehabilitation. There are, however, some restrictions and complications from steroid injections and so they are rarely the first treatment of choice and should be used in conjection with a rehabilitation program.
As a specialist service (not part of core general practice work) it is only undertaken by additionally trained members of the medical team so not every doctor in the surgery can provide the service.
If a joint injection has been recommended or you have had an injection over 3 months ago with good success and you would like it repeated please click the link below to our Joint Injection request and consent page.
Mental Health Support
Mind in the Vale of Glamorgan
Mind in the Vale of Glamorgan is an independent mental health charity who affiliate to Mind National. They work with and for people who experience mental health problems. They provide information so people are aware of their rights and can make informed choices.
Guided Self-Help (Tier Zero)
6-8 weeks of one-to-one sessions in your GP surgery or a Mind in the Vale office. These courses teach skills and techniques to manage your mental health.
The nine courses are:
Assertiveness, Self Esteem, Depression, Panic, Worry, Perfectionism, Procrastination, Social Anxiety and Distress Intolerance.
You can get a referral from a GP or contact them direct on 01446 730792.
Mental Health Support Worker
If you have an ongoing, or more severe mental health problems please make an appointment to discuss this with our mental health support worker.
Dependent on your needs, our support worker will be able to direct you to specialist services, organise medication if needed, and arrange onwards referral to the mental health community team.
Appointments are avaiable every day (via telephone), please either contact the surgery on 01446 772383 for an on the day appointment, or pre-book an appointment using the attached form.
If you have a muscle or joint problem why not book an appointment with our community based physiotherapy team rather than with a doctor. Our team of experienced physiotherapists are available daily to see and advise on all muscular and joint problems in adults. They can organise referrals, x-rays, scans and joint injection appointments. With appointments avaiable every day, please either contact the surgery on 01446 772383 if you have an immediate issue, or for ongoing or more chronic conditions please pre-book an appointment using the attached form.
GP Trainees/Medical Students
We are a training Practice for both GP trainees (GP registrars) and medical students. On occasions you may be asked whether you mind a medical student observing or a trainee recording the consultation for training purposes. If you object, please say so.
Patients do have the right to express a preference to receive services from a particular clinician either generally, or in relation to any particular service/condition.
Please advise us if you have a general preference so that it can be recorded on your notes. We will always try our best to comply with any reasonable request; where we are unable to do so, you will receive an explanation as to why and you will be given alternative options.
Western Vale Family Practice is committed to providing a safe and comfortable environment and strives to achieve good practice at all times.
All patients are entitled to have a chaperone present during any consultation, examination or procedure. A chaperone may be necessary during any intimate examination; this is to safeguard both the clinician and you, the patient.
Where a chaperone is not available, the clinician will ask you to make an appointment and request the presence of a chaperone at the time of booking.
We only use clinical staff as chaperones, as they have had the appropriate training and have knowledge of the examination or procedure you may be undergoing. Family and friends are not permitted to act as chaperones as they do not have the knowledge required nor have they had the necessary training.
Should you have any questions, please speak to the receptionist or Reception Manager.
Welsh Government Access Standards
A new set of standards were announced by the Minister for Health and Social Services in March 2019 that are aimed to raise and improve the level of service for patients in Wales from their GP practices.
These standards are:
- People receive a prompt response to their contact with a GP practice via the telephone.
- Practices have the appropriate telephony systems in place to support the needs of people avoiding the need to call back multiple times and will check that they are handling calls in this way.
- People receive bilingual (Welsh and English) information on local and emergency services when contacting a practice.
- People can use a range of options to contact their GP practice and to make an appointment.
- People are able to email a practice to request a non-urgent consultation or a call back.
- People are able to access information on how to get help and advice.
- People receive the right care at the right time in a joined up way that is based on their needs.
- Practices understand the needs of their patients and use this information to anticipate the demand on its services.
Cardiff and Vale University Health Board will be supporting GP practices to ensure these standards are achieved by March 2022.