PRACTICE CHARTER STANDARDS
Rights And Responsibilities
In the rare event of a patient being violent or threateningly abusive towards staff or other people in the surgery, we may call the police and we may ask the Health Board to remove you from our list.
You will be treated with respect and as a partner in your care. Being a partner means you have responsibilities too.
- Ensure our patients have 24-hour access to medical advice.
- Aim for you to have access to a suitably qualified medical professional within 48 hours of your initial contact during surgery hours, or in an urgent case, the same day.
- Work in partnership with you to achieve the best medical care possible.
- Involve you and listen to your opinions and views in all aspects of your medical care. The prevention of disease, illness and injury is a primary concern. The medical staff will advise and inform you of the steps you can take to promote good health and a healthy lifestyle.
We would respectfully ask that you:
- Let us know if you intend to cancel an appointment or are running late.
- Treat staff with courtesy and respect. Reception staff may have to ask some personal questions to assist us in providing you with the best service.
- Inform the practice staff of any alterations in your circumstances such as change of surname, address or telephone number.
The practice will offer patients advice and information on steps they can take to promote good health and avoid illness as well as self-help which can be undertaken without reference to a doctor in the case of minor ailments.
You have the right to see your health records subject to limitations in the law. These will be kept confidential at all times. Information can only be given to the individual concerned.
The 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 eg from district nurse and hospital services.
- To help you get other services eg from the social work department. This will require your consent.
- When we have a duty to others eg 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 eg for diabetic care. If you do not wish anonymised information about you being used in this way then please let us know.
Violence Statement - Zero Tolerance Policy
The practice considers aggressive behaviour to be any personal, abusive and/or aggressive comments, cursing and/or swearing, physical contact and/or aggressive behaviour.
The practice will request the removal of any patient from the practice list who is aggressive or abusive towards a doctor, member of staff, other patient or who damages property.
Freedom Of Information – Publication Scheme
The Freedom of Information Scotland Act 2000 obliges the practice to produce a Publication Scheme. A Publication Scheme is a guide to the ‘classes’ of information the practice intends to routinely make available. This scheme is available from reception.