COMPLAINTS /SUGGESTIONS

We welcome suggestions about how we can improve our medical services to you. Please present your views in writing or in person.

In the event of a complaint you may collect a “Complaints Procedure” leaflet from reception, which gives details of the Practice policy for dealing with official complaints.

Any complaints are dealt with in-house initially and should be directed to
Dr D Bremner or the Practice Manager for the complaint to be investigated.

DISABLED ACCESS

For the convenience of our patients a ramp entrance and disabled toilet facilities are available at all of our surgeries.


OTHER INFORMATION

TEACHING AND TRAINING OF HEALTH CARE PROFESSIONALS

We are not currently a teaching practice for General Practitioners entering General Practice.

We do assist our nursing staff with their training needs for their Continued Professional Development.

CONSULTATIONS FOR PATIENTS NOT SEEN WITHIN 3 YEARS AGED 16 – 74 (inclusive)

Patients are requested to arrange an appointment with one of the Doctors or one of the Practice Nurses if they have not attended within 3 years.

CONSULTATIONS FOR PATIENTS OVER THE AGE OF 75

If a patient is over 75 years and has not attended one of the Doctors or one of the Practice Nurses in the last 3 years they should arrange an appointment to come and be seen for a routine check.

IF YOU ARE HOUSEBOUND AND UNABLE TO GO OUT and you have not been seen for 3 years, then a request for either a Doctor or a District Nurse/Health Visitor to call should be made to reception.


VIOLENT OR ABUSIVE PATIENTS

The Practice reserves the right to withdraw a patient from our medical list of patients if they behave unreasonably towards either Doctors, Nursing Staff, Reception staff or members of the public within the practice premises.

Where a patient behaves in this manner immediate withdrawal from the Doctors list will be carried out.

ACCESS TO PATIENT MEDICAL RECORDS

From 1st March 2000 the rights of access by living individuals (whether computerised or manual and whenever they were made) are set out in the Data Protection Act 1998.

The Act gives patients a right of access to all computerised and manual records, which contain information about their physical or mental health or condition.

Access is available to all records regardless of when they were made.

Any patient is entitled to seek access to his/her health records. Formal applications for access must be in writing and accompanied by the initial fee of £10.00 for providing access to computer as well as manual records. If, when the patient views their records, copies of certain letters are requested a copying and administrative fee may also be charged.

Records may be disclosed to a person authorised to seek access on behalf of a competent patient (e.g. a Solicitor, Insurance Company, Mortgage Company, a Health Professional). Valid signed consent would have to be obtained from the patient before we would issue access of medical records.

Access within the practice to your medical records would be given to Health Professionals who are part of our extended team carrying out work within the practice for audit purposes. We would not give access to patient’s records inappropriately.


DETAILS OF PRIMARY MEDICAL SERVICES

The contact number for receiving details of Primary Medical services in the area may be obtained from:
Primary Care Development Manager
Primary and Community Service Development
Lothian Primary Care NHS Trust
Stevenson House
555 Gorgie Road
EDINBURGH EH11 3LG