Data Protection

In order to provide properly documented care for you, we are obliged to keep records. Nowadays, this is being done increasingly using computers. We comply with the General Data Protection Regulation and other sources of guidance on privacy and data confidentiality, and we take this duty very seriously.

In order to manage services and improve the quality of care we provide, we share some information on practice activities with external bodies such as HSCPs (Health & Social Care Partnerships), Health Boards, the Scottish Office and NHS National Services Scotland.

Whenever possible, this information is anonymised, ie names and other identifying details are removed. Information will not be shared with any third party outside the NHS (eg insurance company, employer, solicitor) without your explicit consent and agreement.

However, we are obliged by law to release information in certain situations, eg the notification of some infectious diseases.

Freedom of information – publication scheme

The Freedom of Information 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 the practice manager.

Comments & Complaints

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.

The practice manager (based in Houston surgery) or the office manager at Bridge of Weir surgery are available to answer any questions regarding the running of both surgeries and to help with any matters of complaint.  Our system meets nationally agreed criteria for NHS complaints and we are interested in your comments.  A copy of our complaints procedure is available in the reception area.  If you would like a copy, please ask at reception, or download the copy below.

complaints procedure

Please let us know if we can improve the service we provide by taking the patient survey at the bottom of the Home page.

Alternatively, suggestions boxes are available at both surgeries for you to post any comments or feedback you may have.

Thank you.

Zero Tolerance

We strongly support the NHS policy on zero tolerance. Anyone attending the surgery who abuses the GPs, staff or other patients be it verbally, physically or in any threatening manner whatsoever, will risk removal from the practice list, as will anyone who seriously verbally abuses GPs or staff on the phone. In extreme cases we may summon the police to remove offenders from the practice premises.

Training Practice

The practice is a training practice and, since August 2007, we have had a GP Registrar working with us.

The Registrar is a fully qualified doctor who has spent a number of years working in hospitals and is now specialising in General Practice.

On occasion, as part of their final training, the Registrar may ask to have the consultation videoed, though patients are not obliged to agree to this. A full explanation would be given before any planned videoing of a consultation took place.

We also have a hospital doctor working in the practice as part of the hospital rotation, and medical students receive training in the practice too.

Confidentiality

We always endeavour to be as discreet as possible when speaking with patients at the reception desk.  If, however, you feel your enquiry or discussion requires more privacy, please bring this to our attention and we will be happy to speak to you away from the reception desk.

Access to Medical Records

You are entitled to information contained in your medical record, but we ask that you put the request in writing to the practice manager so that (a) it is clear exactly what you are requesting, and (b) the practice has an accurate record of what has been given to you. 

The practice has one calendar month to provide this information to patients, but we will normally provide it well within this timescale.  We will contact you when the information is available for collection.

Private Letters

A great deal of time and effort goes in to the dictating and typing of non-NHS letters, which incur a charge.

Patients are asked to remember to collect these.  If, in future, these letters are uncollected, patients will be invoiced.

Referral letters to Ross Hall do not incur a charge.  However, if patients attend Ross Hall without first requesting a letter from their GP, any subsequent request for a letter, either for the consultant or for insurance purposes, will incur a charge.

Please note that private letters will be available for collection after five working days.

Reviews

In the past, patients have been sent up to three letters in a year reminding them to come for reviews, eg for Diabetes, COPD, Asthma etc.

Please note that from now on, patients will receive only one letter, so it is therefore important for the management of your condition that you respond to the request to make an appointment for a review when you receive your letter.

Thank you.