Freedom of Information (Scotland) Act 2002 came into force on 1st January 2005 and enables any person requesting information from a public body to receive that information, subject to certain exemptions. This is to encourage public authorities, (including GP practices) to be more open and accountable and organise their information in an efficient and accessible way. This excludes personal data.
The practice Publication Scheme Document is available to view, please contact the practice manager for more information.
Data Protection Act 1998 you are entitled to access your clinical records held by the practice. This should be done in writing stating exactly what information you require. A charge may apply for this request of between £10 - £50 maximum. (Please ask the practice for a form)
Confidentiality of Records.
All staff are bound by a strict code of confidentiality. On the grounds of clinical need, the attached Allied Health Professionals (eg. Physios, district nurses, pharmacist) may require access to your records.
Practices undergo regular visits by external assessors, whose purpose is to verify the process of the practice’s quality of care to the patient, therefore they may need to view records of a random number of individual patients. The visiting team adheres to a strict code of confidentiality.
If you do not wish your records to be inspected, then please inform the practice manager.
Your Rights & Responsibilites, Including Keeping Appointments
All surgeries are by appointment and these can be made by telephoning the practice. Every attempt will be made to fit urgent cases into the next available surgery on the same day. Please telephone to cancel your appointment if no longer needed, so your appointment can be allocated to another patient. Failing to cancel appointments results in other patients having to wait longer.
Violent or Abusive Behaviour
This practice operates a zero-tolerance policy of verbal or physical aggression towards all practice staff and GPs. The practice has the right to remove patients from the list because of persistent unacceptable behaviour. Our practice Staff and GPs are here to help you.
Our aim is to be as polite and helpful as possible. If you consider that you have been treated unfairly or inappropriately, please ask the reception staff to contact the practice manager, who will be happy to address your concerns. However, physical or verbal abuse or harassment is not considered to be an acceptable part of any job, nor is it part of the duties of any employee or GP to accept violent or aggressive behaviour, whatever reasons are cited for it. Please help us to help you.
We operate a practice complaints procedure for dealing with complaints. This system meets national criteria. If you wish to make a complaint, then you can complete and return the complaint form below or approach any member of the practice team. We would aim to deal with any problem both quickly and effectively. You will receive an acknowledgement within two working days and an explanation within 10 working days.
It would be helpful if you could inform us of any problems as soon as possible after the incident has taken place, and at the latest within 12 months.
Complaint Form & Procedure
In investigating your complaint, we aim to
- Find out what happened, and what went wrong
- Enable you, if you would like, to discuss the problem with those concerned
- Ensure you receive an apology, if appropriate
- Try to prevent the same thing happening in the future
If you are complaining on behalf of someone else, and in order to maintain patient confidentiality, we will require to know that you have their permission to do so.
If you would prefer to talk to someone who is not involved you can telephone or write to :
NHS Highland Feedback Team,
PO Box 5713,
I V1 9AQ.
Telephone: 01463 705997
or e-mail firstname.lastname@example.org
You will be given a prompt reply within 4 weeks of them receiving your complaint. Where there are good reasons why this cannot be achieved, you will be kept informed of progress.
If you would like to make a suggestion that you feel could improve the service we offer to patients, please let us know by using the suggestion box, or by discussing with a member of staff.