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If you are unhappy about any of
the services we provide or have any ideas on improvements, please let
If you have a complaint, please do so in writing or by or by telephone or if you have any concerns
about the services you have received from anyone working in the practice, please
let us know.
We operate a practice complaints procedure as part of an NHS system for dealing
with complaints. It is a procedure designed to help you. We hope that most problems
can be sorted out easily and quickly, preferably as soon as they occur.
If your problem cannot be sorted out in this way and you wish to make a complaint, please do so, in writing or by telephone,
to the practice manager, Margaret Knox, or any of the doctors.
A copy of our practice complaints procedure is available from reception.
To provide you with the care you need, we hold the details of your consultations, illnesses, tests, prescriptions and other treatments that have been recorded by everyone involved in your care and treatment, eg GP, Health Visitor, Practice Nurse, and HCA. This information may be stored on paper or electronically on computer files by Practice staff. We will keep this information, together with details about your care, only as long as it is necessary.
Patient care often involves health and social services, so you may be receiving care from others as well as NHS staff. So that we can all work together for your benefit, we may need to share some information about you. We will only use or pass on information about you if people have a genuine need to know and it is in your interest or the public interest. Whenever possible, we use information from which an individual patient cannot be identified.
When a patient attends GP out-of-hours, the nurse or doctor is now able to look up your emergency care information from your GP Record. Your emergency care information consists of any known allergies and current medication. If you do not wish this information to be available to the doctor or nurse looking after you at the GP out-of-hours, then please let us know. Our Practice also participates in regional and national programmes such as the Cervical Cytology Screening Service and your name and address, date of birth and health number will be given to them in order to send an invitation to you.
We are sometimes involved in health research and the teaching of student nurses, doctors and other health professionals. We will not use or disclose your personal health information for these purposes unless you have been informed beforehand and given your consent for us to do so.
In many cases it is assumed that your request for an appointment or acceptance of treatment implies that you agree to the sharing of your information with other staff involved in your case; for example when you make an appointment with your GP, it is assumed that you are agreeing to your GP reviewing your case notes and sharing information with other healthcare practitioners. Again this use of your information will only be invoked where there is a genuine need.
In certain circumstances, the law requires us to pass on information. For example: statutory notification of births and deaths or registration of a notifiable communicable disease. Anyone who receives information from us also has a legal duty to keep it confidential.
When required, and if you agree, information about you may be shared with relatives, friends or others helping to provide care.
Everyone working for the NHS has a legal duty to keep information about you confidential and adheres to a Code of Practice on protecting patient confidentiallity. Further information on this can be found at www.show.scot.nhs.uk/confidentiality
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.
In extreme cases we may summon the police to remove offenders from the practice
We would ask that patients keep in mind the following points to help us organise
our practice to the benefit of all patients:
* We would hope that patients would be courteous in all dealings with staff members.
* Inform us as soon as possible if you are unable to attend an appointment or
are going to be late - you may be asked to re-appoint if you are too late.
* Before you make an appointment please take a moment to ask yourself whether
you really need to see the doctor. Many illnesses are short lived and self-limiting
and only require common sense remedies to relieve symptoms. Advice is available
from your local chemist or NHS 24 (0845 4 24 24 24).
* Routine appointments last 10 minutes. Each appointment is for one person only
and generally for one problem only. If you have multiple problems and think that
you will need more than 10 minutes, please inform us when you are making the
OF INFORMATION – PUBLICATION SCHEME
Please ask the receptionist about this scheme. The Freedom of Information Act (Scotland) 2002 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.
In accordance with the Data Protection Act 1998, the Practice is registered on the Data Protection Register. All personal health information held by the Practice is treated with the strictest confidence in compliance with the Data Protection Act 1998. This information may be stored on paper or electronically. The Data Protection Act 1998 also gives you a right to access the health information we hold about you. All requests should be made in writing to the Practice. Please ask at Reception for an information leaflet.
Our Practice covers Bearsden and Milngavie, postcode areas G61 and G62.
HOW TO REGISTER AS A PATIENT
To register as a patient at the Practice, you may call in to reception at your convenience. A registration form must be completed and signed for all family members. Please bring your medical card to the surgery if possible.
Newly registered patients are invited to make an appointment to see our Practice Nurses or our Health Care Assistant for a basic health check which includes blood pressure, height, weight and urine checks.
FACILITIES FOR PEOPLE WITH DISABILITIES
We have an access ramp at the front door and toilet facilities. A portable induction loop system is available upon request. We endeavour to minimise any difficulty that may be encountered in using our services.