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Practice Policies

Confidentiality

We aim to respect patient confidentiality at all times. The entire Practice staff is bound by this duty and we would treat any breach of this extremely seriously.

Discrimination

You will be treated as an individual with dignity, courtesy and respect at all times, irrespective of your age, gender, race, religious beliefs, sexual orientation or appearance, disability or medical condition.

Additional Needs

Patients with special needs can discuss their requirements with the Receptionist who will make reasonable efforts to accommodate them.

Interpreter services will be arranged, when possible, for both hearing impaired and non- English speaking patients.  A language line may also be available through Trust Services for patients where English is not their first language.                                                                                                                

Access to Health Records

Under the Data Protection Act 1988, you are entitled to access your clinical records or any other personal information held about you.   A request for access to manual and computerised health records must be made in writing.   Application forms are available from Reception.   There may be a fee payable for the application and copying charges, if appropriate.                                                                                   

Data Protection

The Practice is registered with the Information Commissioner, who holds a description of the data collected and retained by the Practice.   Our nominated Data Controller is Dr K Stirling.

Complaints and Suggestions

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 he/she has 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.   We operate a Practice Complaints Procedure as part of the NHS Complaints System and you should contact Jacqueline Rickard, Practice Manager or Dr. K. Stirling if you wish to make a complaint.

Further written information is available on the Complaints Procedure leaflet from reception.

Patients’ Responsibilities

With patient rights come responsibilities and we respectfully ask that you treat all our staff with courtesy.  We have a Zero Tolerance Policy.  Verbal abuse, threats or acts of violence against any member of staff will not be tolerated and may lead to patients being removed from the Practice list.

It is very important that you let us know if you cannot attend an appointment, so that we may offer it to someone else.   If you are more than 10 minutes late for an appointment you may need to book another one.  

As a patient you are responsible for your own health and that of any dependents.   It is important that you adhere to information and advice given to you by our Health Professionals and co-operate with the Practice in working to keep you healthy.

Your Personal Health

To provide you with the care you need we hold details of your consultations, illnesses, tests, prescriptions and other treatments that have been recorded by everyone involved in your care and treatment, e.g. GP, Health Visitor, District Nurse and Practice Nurse.   This information may be stored by Practice Staff on paper or electronically on computer files.

We sometimes disclose some of your personal health information to other organisations involved in your care.   For example, when your GP refers you to a Specialist at the Hospital, we will send relevant details about you in the referral letter and receive information about you from them.   Our Practice also participates in regional and national programmes, such as cervical screening service and your name and address, date of birth and health number will be given to them in order to send an invitation to you.                                                                                                          

We need to use some of your personal health information for administrative purposes.   In order to receive payment for services provided to you, we have to disclose basic details about you to the NHS Board responsible for this area and to the Common Services Agency for the Scottish Health Board.   These organisations have a role in protecting public funds and are authorised to check that payments are being properly made.   We are required to co-operate with these checks and the disclosure of your data is a necessary part of our provision of healthcare services.

Sometimes we may participate in studies that are designed to improve the way services are provided to you or to check that our performance meets required standards and benchmarks.   Whenever we take part in such activities, we will ensure that, as far as possible, any details that may identify you are not disclosed.

We are sometimes involved in health research and the teaching of student Nurses, Doctors and other Health Professionals.   We will not use or disclose your personal health information for these purposes unless you have been informed beforehand and given your consent for us to do so.

Where you need a service jointly provided with the local authority, we will seek your permission before giving them your details.

Sometimes we are required by law to pass on information, e.g. the notification of births and deaths and certain diseases or crimes to the Government.   This is a legal requirement.

Our use of your personal health information is covered by a duty of confidentiality and is regulated by the Data Protection Act.   The Data Protection Act gives you a number of rights in relation to how your personal information is used, including a right to access the information we hold about you.

Everyone working for the NHS has a legal duty to keep information about you confidential and adhere to a Code of Practice on Protecting Patient confidentiality.  Further information regarding this can be found on the Internet at www.nhsis.co.uk/confidentiality .   Anyone who receives information from us is also under a legal duty to keep it confidential.



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