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Practice Policies

Information sharing /Confidentiality and Access to Medical Records

Locked blue folderThe practice complies with Data Protection and Access to Medical Records legislation. We respect your right to privacy and keep all your health information confidential and secure.  Your information will only be shared with others in the following circumstances:

  • To provide further medical treatment for you, e.g. from district nurses, pharmacists, hospital services, and Out of Hours services unless you notify us that you do not wish information to be shared with Out of Hours 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

Anonymous patient data is used at local and national level to help the NHS and Government to plan services e.g. for diabetic, asthma, heart disease and other medical conditions. The NHS uses relevant information to improve the health of the general public and to construct disease statistics.  The practice may be asked to participate in audits and research on various medical conditions.  This can mean that health professionals such as pharmacists, researchers, medical students attached to the practice, may at some point have access to your medical notes.

Wherever possible anonymous information is used.  If you do not wish your records to be included in these activities, please contact the practice manager.  All staff are bound by a confidentiality clause written into their contract of employment. 

You have a right to health information recorded about yourself and in certain cases others, subject to certain exceptions, and can do so by writing to the practice manager.  A charge of £10 will be made, along with a photocopying charge should you require copies of documents held in your records.

Feedback, Complaints, Suggestions and Comments

heart_and_stethescope_2We 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 occurs, we would wish for the matter to be settled as quickly, and as amicably, as possible.

We operate a practice complaints procedure as part of an NHS system for dealing with complaints.  Complaints can be made to any member of staff or doctor who will bring it to the attention of the Complaints Officer.  Leaflets are available at reception giving further information about our procedure.

We are also happy to receive feedback, suggestions, comments and concerns, and see these as an opportunity to improve our service.

Patient’s Rights & Responsibilities

You will be treated with respect and as a partner in your care.  Being a partner means you have responsibilities too.

We will:

  • Ensure our patients have 24 hour access to medical advice.
  • Aim for you to have access to a suitably qualified medical professional within 48 hours of your initial contact during surgery hours or, in an urgent case, on the same day.
  • Work in partnership with you to achieve the best medical care possible.
  • Involve you and listen to your opinions and views in all aspects of your medical care.
  • The prevention of disease, illness and injury is a primary concern.  The medical staff will advise and inform you of the steps you can take to promote good health and a healthy lifestyle.

We would respectfully ask that you:

  • Let us know if you intend to cancel an appointment or are running late.
  • Treat staff with courtesy and respect.  Reception staff may have to ask some personal questions to assist us in providing you with the best service.
  • Inform the practice staff of any alterations to your circumstances, such as change of surname, address or telephone number.  Please ensure we have your correct telephone number, even if it is ex-directory.
  • As patients, you are responsible for your own health and that of any dependants.  It is important that you adhere to information and advice given to you by health professionals, and co-operate with the practice in endeavouring to keep you healthy.

Aggresssion and violence towards practice staff.

The practice considers aggressive behaviour to be any personal, abusive, and/or aggressive comments, offensive language, physical contact and/or aggressive gestures.

  • The practice will request the removal of any patient from the practice list who is aggressive or abusive towards a doctor, member of staff, other patient, or who damages property.
  • All instances of actual physical abuse on any doctor or member of staff, by a patient or their relatives will be reported to the police as an assault.


 
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