All members of our primary care team would like to give you good service. We will try to keep to good standards of care. In particular:
1. We should greet you politely.
2. Your medical history should be completely confidential.
3. We will begin surgeries on time. We only start late if we are held up by an emergency. When we are more than 30 minutes late, the receptionist should tell you so that you can make a new appointment if you want to.
4. We should give you information about your health, particularly:
Your illness and its treatment
Alternative sorts of treatment
What is likely to happen during an illness
5. You should be allowed to see your health records, subject to any limitation in the law.
6.The practice will tell you about: What you can do to stay healthy and to avoid illness. For example, take plenty of exercise and don’t smoke. What you can do for yourself when you have a minor illness.
7. The practice will tell you of the services we can give you by means of our booklet, notice board and leaflets.
8. If you have an urgent medical problem, we will deal with it quickly, even if people with less serious problems have to wait.
9. You may choose not to take part if we are doing research or training.
10. We will offer all new patients an appointment with a doctor or nurse.
11. If you write a complaint to us, we will reply in writing.
12. If you want a routine appointment during the week, you should normally be able to see or speak to a doctor or nurse within 48 hours.
With These Rights Come Responsibilities.
For you this means:
1. Please be polite to staff at all times.
2. Please be on time for your appointment. Do let the practice know in plenty of time if you need to cancel an appointment. If you are late, or do not turn up, this wastes an appointment and is a nuisance to other patients.
3. Please make a separate appointment for everyone who needs to be seen. An appointment is for one person only.
4. Please try to come to the surgery if you can. House calls take up a lot of our time; they should be for people who really cannot come to the surgery, not just because it’s more convenient for you.
5. Please ask for repeat prescriptions at least two days before you need them.
Access To Patient Information
In order to provide care for you we are obliged to keep records. This is increasingly done using computers. We are obliged to comply with the Data Protection Act 1998 and other guidance on privacy and data confidentiality and we take this very seriously.
In order to manage services and improve the quality of care we provide, we share some information on practice activity, for example with Health Boards and Trusts, Scottish Office and Common Services Agency. Whenever possible this information is anonymised ie names and other identifying details are removed.
Information is NOT shared with any third party outside the health service (ie insurance, employer, solicitor) without your explicit agreement. We are obliged by law to provide certain information eg notification of certain infectious diseases.
If you have any questions or wish to know more, please contact the practice manager.
Suggestions And Complaints
Our staff are here to help you and our aim is to provide the best family doctor service. The doctors and the practice manager will always be happy to receive written or verbal comments on ways to help us achieve this standard.
If you have any complaints or concerns about the service you have received from the doctors or staff, you are entitled to ask for an explanation. We hope that most problems can be sorted out simply and quickly, by speaking to the person concerned. We operate an informal, in-house complaints procedure to deal with your complaints. Any complaints will be dealt with in the strictest confidentiality as soon as possible.
A zero tolerance policy towards violent, threatening and abusive behaviour is now in place throughout the National Health Service.
The staff in this practice have the right to do their work in an environment free from violence, threatening or abusive behaviour and everything will be done to protect that right. At no time will any such behaviour be tolerated in this practice. If you do not respect the rights of our staff we may choose to inform the police and make arrangements for you to be removed from our medical list.
Freedom Of Information
The Freedom of Information (Scotland) Act 2002 obliges the practice to produce a Publication Scheme. A Publication Scheme is a guide to the ‘classes’ of information the practice intends to routinely make available. This scheme is available from reception.