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Practice Policies

Patient Confidentiality/Data Protection:

We respect your right to privacy and keep all your health information confidential and secure.  It is important that the NHS keeps accurate and up to date records about your health and treatment so that those treating you can give you the best possible care. 

The Practice complies with the General 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 consent.
  • When we have a duty to others such as in child protection cases. 

The Practice adheres to strict patient confidentiality in line with the Data Protection Act.  Further information can be obtained in the following link:

Practice Privacy Policy

Access to Medical Records:

Patients have the right to see their Medical Records subject to limitations within the law.  If you would like to see your Medical Records, please ask for a copy of our “Access to Medical Records Policy”.

Freedom of Information – Publication Scheme

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.

The scheme is available from the Practice Manager’s office.

Complaints

We 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.  Simply contact the Practice Manager, Mrs Jane Cumberland, and she will set all the necessary wheels in motion.  Further written information is available on the complaints procedure from reception.

We are constantly striving to improve our service and any helpful suggestions would be much appreciated.  There is a suggestion box at the reception desk.

Patient Responsibilities - Help Us To Help You:

  • Being on time for your appointment
  • Letting us know if you need to cancel
  • Calling for a home visit or urgent appointment before 10am
  • Treat staff with courtesy and respect.  Reception Staff may have to ask some personal questions to assist in providing you with the best service.
  • Inform the Practice Staff of any alterations in your circumstances, such as change of surname, address or telephone number.
  • Remember – you are responsible for your own health and the health of your children.  We will give you our professional help and advice.  Please act upon it.

Our Responsibility to You

  • We will give you full information about the services we offer. 
  • We will try and answer the phone promptly and to treat you as individuals, irrespective of ethnic origin, religious or cultural beliefs.  We will offer you advice and information to promote good health and avoid illness.

Violent or Abusive Patients

We aim to treat all of our patients with respect but we expect the same behaviour from them towards all medical, nursing and clerical staff. Violent or abusive patients will be informed that their conduct is inappropriate. If their behaviour does not improve they will be removed from our list.



 
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