Our Responsibilities To You
We are committed to giving you the
best possible service. This will be achieved by working together.
You will be treated as a partner
in the care and attention you receive.
You will be treated as an individual
and will be given courtesy and respect at all times, irrespective of your ethnic
origin, religious belief, personal attributes or the nature of your health problems.
Following discussion you will receive
the most appropriate care, given by suitably qualified people. No care or treatment
will be given without your informed consent.
We run an appointment system in this
practice. You will be given a time at which the doctor or nurse hopes to be able
to see you.
We will try to ensure that you are
seen on time but some consultations take longer than others and we have no way
of knowing about this in advance. If there is a patient with an emergency or a
serious problem we will give them priority. When there is a prolonged delay an
explanation will be given by the receptionist.
We will provide you with information
about how to make suggestions or complaints about the care we offer. We want to
improve services; we will therefore welcome any comments you have.
We will try to answer the phone promptly
and to ensure that there are sufficient staff available to do this.
If you have undergone tests or x-rays
ordered by the practice, we will inform you of the results at your next appointment
if they are available.
If no further appointment needs to
be arranged we will advise you when and how to obtain the results.
If we consider that you need a second
opinion or treatment not available in the practice we will try to inform you of
the best way of achieving this.
We will give you full information
about the services we offer. Every effort will be made to ensure that you receive
the information which directly affects your health and the care being offered.
People involved in your care will
give you their names and ensure that you know how to contact them.
It is our job to give you treatment
and advice. In the interest of your health it is important for you to understand
all the information given to you.
We will arrange a home visit as appropriate
for those patients who are too ill or infirm to be brought to the surgery.
The practice will offer patients
advice and information on
- steps they can take to promote good health and avoid illness.
- self-help which can be undertaken without reference to a doctor
in the case of minor ailments.
If you are totally dissatisfied with
us or the services we provide you have the right at any time to leave our list
and to register with another practice.
Your Responsibilities To Us
Help us to help you.
Being a partner means that we have
responsibilities to each other.
We ask that you treat the doctors,
all practice staff and their families with the same courtesy and respect.
In return we would ask you to try
to follow the medical advice offered and to take any medication as advised.
Please do everything you can to keep
appointments, tell us as soon as possible if you cannot and be ready to tell us
details of your past illnesses, medication, hospital admissions and any other
Please try to be punctual; if you
arrive later than your appointment time this may cause inconvenience and delays
to other patients. Please ask for more than one appointment if you want more than
one patient to be seen. If we are running late please be patient, as on another
occasion it might be you that needs the extra time. Please do not blame the receptionist.
Please keep your phone call brief
and avoid calling during peak morning time for non-urgent matters.
Please do not ring before the stated
time. Enquiries about tests ordered by the hospital should be directed to the
hospital, not the practice.
Please do not ask for or arrange
a specialist appointment without first discussing the matter fully with your own
doctor. If you later decide that you no longer need an appointment made for you,
please inform both the hospital and us.
Please read our practice booklet.
This will help you get the best out of the services we offer.
Please let us know if you change
your name and/or address.
Please ask us questions if you are
unsure about anything.
Please do not ask for a home visit
unless the patient cannot be brought to the surgery. In particular, most children
can quite safely be brought to the surgery by car. Please ensure that your request
for a home visit reaches the surgery before 10.00am unless a genuine emergency
Outside surgery hours NHS 24 provides
cover for emergencies at all times, but please do not call out of hours unless
it is about an emergency which cannot wait until the next surgery. Please remember
that your doctors need rest and relaxation just like everyone else.
You are responsible for your own
health and that of your children and should take appropriate action and advice.
We also have the right to have patients
removed from our list. In general we will only exercise this right in the case
of patients who repeatedly and persistently ignore their own responsibilities
to us and to other patients.
We will remove from our list immediately
patients who are violent or seriously abusive towards any of the practice staff.
Complaints And Suggestions
Unfortunately from time to time even
the best-laid plans can go wrong which may result in frustration and possible
upset to patients and staff alike. If you feel dissatisfied with any aspect of
the service that you receive, then please let us know. If your complaint is of
a clinical nature, then please address it to the doctor concerned with your care.
For complaints of a non-clinincal nature please ask to speak to, or write to the
practice manager or assistant practice manager. More formal complaints, ie those
of a more serious nature, should be addressed to the senior partner. We will take
all complaints seriously and discuss them fully with you. Should you not receive
a satisfactory answer, help may be given by contacting the local Health Council
or Primary Care Administrator at the Health Board.
We would equally welcome favourable
comments when things go particularly well.
Suggestions for improvements are
always welcome and should be addressed to the practice manager.
We are fully computerised and confidentiality remains of vital importance to us. The computer
is used for storing medical information, repeat prescriptions and health check
reminders such as immunisations and cervical smears, and allows us to provide
a better service, especially in the field of preventative medicine.
Data Protection Act And Access To Health Care Records
The practice complies with the current
legislation as laid down in the Data Protection Act 1984 and Access to Health
Care Record Act 1990. The following people have right of access:
- The patient.
- A person authorised in writing to apply on behalf of the patient.
- Where the patient is a pupil, the parent or guardian.
- Any person appointed by a court
to manage the affairs of a patient deemed incapable.
- Where a patient has died, the patient's
Where the patient or their representative wish to apply for access to their records
this must be arranged with a doctor. There will be a fee for access.
The doctors, nurses and all other
members of staff operate a strict policy of patient confidentiality. You should
therefore feel comfortable in disclosing any information you think is important
in the knowledge that all such information is protected and will not be released to
anyone without your consent.
Recording Of Consultations
From time to time the doctors may
wish to make a video-recording of their consultations for training purposes. You
will be asked for your written consent before any recording is made, and you will
have the right to have the recording erased at the end of the consultation if
you so wish. These recordings will ONLY be seen by other general practitioners.
We are continually looking at ways
to improve our service to you, our patients, and in order for us to do this we
monitor and audit different aspects of practice activity. From time to time we
may ask you to complete a short questionnaire to help us.
Your assistance at these times would be appreciated.
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.
This scheme is available from reception.
We strongly support the NHS policy on zero tolerance. Anyone attending the surgery who abuses the GPs, staff or other patients be it verbally, physically or in any threatening manner whatsoever, will risk removal from the practice list. In extreme cases we may summon the police to remove offenders from the practice premises.