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.
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.
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.
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 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.
To pursue a complaint please contact the practice manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception.
You can make your complaint in person, by telephone,by email or in writing to the Practice Manager.
We have a two stage complaints procedure. We will always try to deal with your complaint quickly. However if it is clear that the matter will need a detailed investigation, we will tell you and keep you updated on our progress.
Stage one – Early, local resolution
We will try to resolve your complaint within five working days if we can.
If you are dissatisfied with our response,you can ask us to consider your complaint at Stage two.
Stage Two – Investigation
We will look at your complaint at this stage if you are dissatisfied with our response at Stage One.
We also look at some complaints straight away at this stage , if it is clear that they are complex or need detailed investigation.
We will acknowledge your complaint within three working days
We will give you out decision as soon as possible. This will be no more that 20 working days unless there is clearly a good reason for needing more time
If, after receiving our final decision you remain dissatisfied you may contact the Scottish Public Services Ombudsman (SPSO) and ask them to consider it.
We will tell you how to do this when we send you our final decision
0800 377 7330
0800 377 7331
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.