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Noticeboard

Cancelling your Appointment

If you are unable to attend an appointment with one of the doctors or nurses, please telephone reception staff at the appropriate surgery. By giving us as much notice as you can you are helping us to make sure that someone else is given your slot.

Practice Policies

Confidentiality

padlocked_foldersThe 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.

You may have access to your own records. Please see leaflet "Access to your health records - keeping patients informed" available at reception.


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 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.


Research and Audit

We regularly perform clinical audit in the practice to learn from our performance and improve care. This is part of good medical practice. We will always abide by relevant professional guidance and will anonymise any data that is intended for a wider readership.


Patients’ Charter

You will be treated with courtesy by all team members, who will be skilled in dealing with your enquiries and problems. All team members will respect your confidentiality. Your records, both written and computerised, will be kept secure and confidential. If you are considered to have an urgent medical problem, you will be seen on the same day. With a non-urgent problem, you should normally be able to see a doctor within 2 working days. With a non-urgent problem you should normally be able to see the doctor of your choice within 3 working days. Waiting times at the surgery will be kept to a minimum. You will be advised of any delay to your booked appointment time. All children will be offered immunisation. All patients over the age of 75 will be offered an annual health check by a member of the practice team

All referrals will be dealt with promptly, and you will be advised on how you will be told of any test results. Any complaints received will be investigated thoroughly and promptly. You will be informed throughout of any findings.

Patients Have Responsibilities Too

  • You should give the Primary Health Care Team the same courtesy you would expect to receive. Note: If anyone threatens, abuses or assaults any member of the team we may inform the police and remove them from the practice list.
  • You should be on time for appointments or notify the practice in good time if an appointment cannot be kept.
  • You should only request routine home visits for the housebound and the seriously ill.
  • You should only request out-of-hours visits for emergencies.
  • You should request repeat prescriptions in good time.
  • You should take care of your own health by appropriate action, for example, by not smoking, avoiding excessive alcohol, eating a healthy diet and taking regular exercise.

Suggestions & Complaintspad_and_pen

If you have a comment or complaint about any of our services, please contact the practice manager Karen Brown, Dr Vicki Cox the senior partner or one of the other partners, if applicable.

Any complaint will be investigated promptly and thoroughly and you will be informed throughout of any conclusions or actions taken. We have a more detailed leaflet available at reception about the procedures for making a complaint and if you are not happy with the way we are dealing with your complaint you can contact the Scottish Public Services Ombudsman at Freepost EH641 EDINBURGH EH3 OBR.

Comments can also be left using the comment form on the Contact Us page


Violence Policy

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.


DID NOT ATTEND POLICY

Introduction

 

On average 10 appointments per week are classified as ‘Did Not Attend’ (DNA) - i.e. the patient did not turn up for the appointment and did not contact the surgery in advance to cancel/change appointment. The effects of this are:

 

  • An increase in the waiting time for access to appointments

  • Frustration for both staff and patients

  • A waste of resources

  • A potential risk to the health of the patient

General Policy

 

It is important that any DNA policy is agreed as a practice. Patients should be made aware of the policy and the reason for implementation.   Whilst it is important to be consistent, there will be exceptions on an individual case-by-case basis. The policy will be conveyed by notices in the waiting room, and on the surgery website.  

 

If a patient fails to attend a pre-booked appointment on more than one occasion in the space of 3 months, a formal letter will be sent to the patient.

 

If the patient fails to attend another appointment, the matter will be discussed at a practice meeting and a majority agreement will be reached as to the next course of action.

 

Patients who frequently DNA will be invited to participate in the SMS text messaging service. Once consent has been obtained and understood appointment reminders will be sent one day prior to appointment.

 

 

 

 



 
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