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: A full copy of our Privacy notice can be viewed on this website our ask at Reception.

 

  • 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 GDPR 2018 and Access to Health Records Act, patients may request to see or have a copy their medical records. Such requests should be made in writing. No information will be released without the patient consent unless we are legally obliged to do so.

 

Complaints

Customer service formWe 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.

For assistance with your complaint please contact the Practice Manager Yvonne Spalding either in writing or by telephoning Reception and she will assist with your concerns appropriately. Further written information is available regarding the complaints procedure from reception.

The Patient Advice and Support Service (PASS) is provided by Citizens Advice Bureaux in Scotland.

PASS is an independent service, giving free, confidential information, advice and support to anyone who uses the NHS in Scotland. It aims to support patients, their carers and families in their dealings with the NHS and in other matters affecting their health.

Specialist advisers can:

  • support you if you're going to a meeting
  • help you write letters and make phone calls
  • help you access your medical and clinical records
  • help you find health services and social care
  • help you access the treatment, care and support you need
  • help you understand your rights and responsibilities as a patient

https://www.nhsgrampian.org/globalassets/foidocument/foi-public-documents1---all-documents/NHSScotland-Public-Facing-Model-Complaints-Handling-Procedure.pdf

Violence Policy

The NHS operate a zero tolerance policy with regard to violence and verbal abuse and the practice has the right to remove violent or abusive 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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