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Practice Policies

Confidentiality & Medical Records

Locked blue folderThe practice complies with 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 your consent.
  • When we have a duty to others e.g. in child protection cases anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.

If you do not wish anonymous information about you to be used in such a way, please let us know.

Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.

Freedom of Information

Information about the General Practioners and the practice required for disclosure under this act can be made available to the public. All requests for such information should be made to the practice manager.

Access to Records

In accordance with the Data Protection Act 1998 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the practice manager and may be subject to an administration charge. No information will be released without the patient consent unless we are legally obliged to do so.

Complaints

Customer service form

We operate a practice complaints procedure as part of the NHS system for dealing with complaints. Our system meets national criteria. Wherever possible, you should tell someone close to you the cause of your complaint, for example, a receptionist, a nurse, a doctor or the practice manager. In many cases, it should be possible to sort out the problem straight away. This procedure is called a 'local resolution'.

We hope that most problems can be sorted out easily and quickly, preferably at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible - ideally within a matter of days or at the most a few weeks. Practice manager Lorraine Cooper will give you further information.

If you would prefer to talk to someone who is not involved in your care, you can telephone or write to the appropriate complaints officer at NHS Primary Care Trust, Patient Services Dept, Kirklands Hospital, Fallside Road, Bothwell G71 8BB.  If you are still dissatisfied after the NHS complaints procedure has been exhausted you can ask the Health Service Commissioner (the Ombudsman) to investigate your case. The Ombudsman is completely independent of both the NHS and government. He can be contacted on 0131 225 7465.

Violence Policy

The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.



 
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