Castlehill DounePerthshire, FK16 6DRTel: 01786 841213
As providers of healthcare services, our clinical and administrative staff ask you for personal health information so that you can receive appropriate care and treatment. We keep this information, together with details about your care, because it may be needed if we see you again. The Practice is ‘paperlite’ with all patient records now held on computer. This enables us to analyse various aspects of health care and also to produce an annual Practice Report. The Practice is registered under the Data Protection Act and ensures that patient confidentiality is maintained at all times by all members of the multi-disciplinary Practice Team.
You may be receiving care from other people 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 only ever use or pass on information about you if people have a genuine need to know and it is in your and everyone’s interest. Whenever we can, we shall remove details that identify you. Anyone who received information from us is also under a legal duty to keep it confidential.
We may use some of this information for other reasons, for example:
You have a right to access your health records. The Data Protection Act (1998) gives you the right of access to all information that the Surgery holds about you on computerised or manual records and, if you wish, to obtain a copy of them, applications should be made in writing to the Practice Manager (please note a charge may be made for this). Only in exceptional circumstances can access be withheld. The Doctor can advise certain information to be withheld if they feel the information would be harmful to your mental health or physical wellbeing. For further information, ask at reception.
Health Rights Information Scotland (HRIS) produce information for patients about their rights, about how to use NHS services, and about what they can expect from the NHS. Further information about HRIS and copies of patient information leaflets is available from http://www.nhsinform.co.uk/.
The Doune Health Centre conforms to BMA Guidelines. Any application to obtain information under this Act should be made in writing to the Practice Manager.
A Zero Tolerance Policy towards aggressive, violent, threatening or abusive behaviour is now in place throughout the National Health Service. The Practice considers aggressive behaviour to be any personal, abusive and/or aggressive comments, cursing and/or swearing, physical contact and/or aggressive gestures.
The Practice will request the immediate removal from the Practice list of any patient who is abusive or aggressive to a Doctor, nurse, member of staff or other patient. Damage to Practice property will also be viewed as grounds for removal from the Practice list.
In addition, all instances of actual physical abuse on any doctor, nurse or member of staff by a patient or their relatives will be reported to the Police as an assault. The staff in this Practice have the right to do their work in an environment free from this type of behaviour and everything will be done to protect that right.
Complaints most frequently arise from misunderstanding or lack of communication. We operate a Practice Complaints Procedure as part of the NHS system for dealing with complaints, which meets national criteria. Our Practice Complaints Leaflet gives details of the procedure and is available at reception. Our aim is to give the highest possible standard of service and we try to deal swiftly with any problems that occur.
If you have any comments or suggestions about the running of the Practice, please feel free to discuss them with Mrs Pamela Littlefield, our Practice Manager.
Making a Complaint
We hope that most problems can be sorted out easily and quickly, preferably at the time they arise and with the person concerned. If your problem cannot be sorted in this way and you wish to make a complaint, we would like you to let us know as soon as possible - ideally within a matter of days, or at most a few weeks - because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint:
Complaints should be addressed to Mrs Pamela Littlefield, Practice Manager and your concerns will be dealt with promptly. It will be a great help if you are as specific as possible about your complaint. Copies of the Practice Complaints Procedure are available at reception.
We shall acknowledge your complaint within 3 working days and aim to have looked into your complaint within 20 working days of the date it was raised with us. We shall then be in a position to give an explanation, or offer a meeting with those involved.
In investigating your complaint we shall aim to:
Please note that we keep strictly to the rules of confidentiality. If you are complaining on behalf of someone else, we have to know that you have his or her permission to do so. A note by the person will be needed, unless they are incapable (because of illness) of providing this.
We hope that if you have a problem, you will make use of our Practice Complaints Procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. This does not, however, affect your right to approach NHS Forth Valley if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation. For further advice you should contact the NHS Forth Valley Complaints Service on Tel: 01324 566660 or
Email firstname.lastname@example.org .
The procedure for making a complaint against the NHS in Scotland is described in the leaflet Making a Complaint about the NHS.
The ombudsman has published a booklet that describes the process behind bringing your complaint to the ombudsman
If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman and there are instructions for doing this on the SPSO website.
The practice has adopted the Model Publication Scheme/Guide to Information produced by the BMA Scotland (and approved by the Information Commissioners Office).
Please click on link below:
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