Confidentiality

The 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.

Children’s Consent to Treatment

The Practice operates a policy in accordance with the Children’s Act 2000 which is available for inspection at reception.

Freedom of Information

The ICO has published a new Model Publication Scheme that all public authorities are required to adopt.

Television

The television is on in the waiting room to provide back ground noise to help ensure confidentiality within the surgery premises.  This is for the consultation rooms as well as discussions at the front desk. 

Comments & Complaints

We attempt to make every effort to give the best service possible to everyone who attends our Practice.

We are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is the case please ask to speak to the Practice Manager who will explain our complaints procedure or, alternatively write to the Practice Manager.

We aim to settle complaints directly as quickly and as amicably as possible, but if this is not the case you may contact the NHS Lothian Complaints Team, 2nd Floor, Waverley Gate, 2-4 Waterloo Place, Edinburgh EH1 3EG.

The Health Service Ombudsman

The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:

1. Getting it right
2. Being customer focused
3. Being open and accountable
4. Acting fairly and proportionately
5. Putting things right
6. Seeking continuous improvements

If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Scottish Public Services Ombudsman (SPSO)

Tel: 0800 377 7330
Email: ask@spsp.org.uk     www.spso.org.uk

Write: The Scottish Public Services Ombudsman, Freepost EH641, Edinburgh, EH3 0BR

Rights & Responsibilities

You will be treated with respect and as a partner in your care.  Being a partner means you will have responsibilities too.

We will ensure our patients have 24 hour access to medical advice, and aim for you to have access to a Doctor or Nurse within 48 hours of your initial contact during surgery hours, or in an urgent case the same day.  We aim to work in partnership with you to achieve the best medical care possible and involve you and listen to your opinions and views in all aspects of your medical care.  The prevention of disease, illness and injury is a primary concern. The medical staff will advise and inform you of the steps you can take to promote good health and a healthy lifestyle.

We would respectfully ask that you let us know if you intend to cancel an appointment or are running late.  Please treat staff with courtesy and respect.  Reception staff may have to ask some personal questions to assist us in providing you with the best service.  Please inform the practice staff of any alterations in your circumstances, such as change of surname, address or telephone number and ensure we have your correct telephone number even if it is ex-directory. 

Non-Discrimination statement

The Practice does not discriminate against anyone on grounds of age, gender, race, religion or sexual orientation.

Violence Statement

The Practice has a zero tolerance policy towards aggressive behaviour which is considered to be any personal, abusive and/or aggressive comments, cursing and swearing, physical contact and or aggressive gestures.