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Practice Policies

Confidentiality & Medical Records

Locked blue folderThe 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.

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.

Complaints

Customer service form

We try at all times to give you the best possible care and treatment. We value comments, good or bad, to help us improve the service. If you are not happy about anything, please let us know.

Who can make a complaint?

Any person who is currently, or has been, a patient registered with the practice. A relative or friend can also complain on behalf of a patient, with the patient’s written permission.

Will my treatment be affected if I make a complaint?

No. Your health and well-being is our first concern. We look positively on complaints as a means of improving the quality of service.

How do I make a complaint?

You can complain in person to any member of staff, over the telephone, or write to us. If you do not wish to contact the practice directly, you can contact:

Complaints Office,
NHS Ayrshire & Arran,
Eglinton House,
Ailsa Hospital,
Dalmellington Road,
AYR KA6 6AB

What are the time limits for me to make a complaint?

You should make your complaint as soon as possible. The time limit for making a complaint is six months. Depending upon the circumstances, this time limit may be extended for a further six months.

What will happen once I have complained?

Your complaint will be acknowledged within three working days. You will be kept fully informed of the progress of your complaint and, once investigated, you will be informed of the outcome.

How quickly can I expect my complaint to be resolved?

We aim to resolve your complaint as quickly as possible. Most complaints should be resolved within 20 working days. If the details of the complaint are complex, the investigation may take longer. You will be kept fully informed.

What should I do if I am not happy with the way my complaint has been handled?

If you are not satisfied with the response to your complaint, you can write to:

Scottish Public Services Ombudsman,
4 Melville Street,
EDINBURGH EH3 7NS
(Telephone 0800 377 7330)

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.



 
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