Practice Polices

This section lists some of the most important Practice Policies. It is not practical to list all of the Practice policies on this website but please speak to our Practice Manager if you require details of our other policies.


Carers

It is helpful to know if you have a Carer (someone who takes on an unpaid caring role) or if you are a Carer for someone else. We have an established Carer's policy and a Carer's information pack available from Reception.

In addition, please see 'Carer Information in the Health Guides section'.

Chaperones

The practice is committed to providing a safe and comfortable environment where patients and staff are confident that best practice is being followed.  

Patients are entitled to ask for a chaperone for any consultation, examination or procedure where they feel they prefer to have a chaperone.  

The practice will endeavour to provide a formally trained chaperone upon request, but patients would help us by requesting a chaperone when booking an appointment where a chaperone is required.  This may mean rescheduling appointments in order to meet this need.

A doctor, nurse or other health care professional may also require a chaperone to be present for certain consultations.

Complaints Procedure

Our aim is to give you the highest possible standard of service and to deal quickly with any problems that arise.

In support of this we operate a complaints procedure. Our system meets the nationally agreed criteria for dealing with NHS complaints. A leaflet giving details of our procedure is available. You can obtain a copy of the NHS complaints procedure by visiting www.nhsinform.scot.

If you are unhappy about any aspect of our services please contact the Practice Manager.

Practice Charter Standards

These are local standards set within this practice for the benefit of our patients. It is our responsibility to give you treatment and advice. Following discussion with you, you will receive the most appropriate care. No care or treatment will be given to you without your informed consent or the consent of your guardian/advocate. In the interest of your health it is important for you to understand all the information given to you.

PLEASE ASK QUESTIONS IF YOU ARE UNSURE OF ANYTHING.

Patient Rights & Responsibilities

We will

  • Ensure our patients have 24 hour access to medical advice.
  • Work in partnership to achieve the best medical care possible.
  • Involve you and listen to your opinions and views in all aspects of your medical care.

We would respectfully ask that you

  • Let us know if you intend to cancel an appointment or are running late.
  • Treat all 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 practice staff of any alterations in your circumstances, such as change of telephone number, change of surname, address, etc. Please ensure that we have your correct telephone number - even if it is ex-directory.

Zero Tolerance

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 removal of any patient from the practice list who is aggressive or abusive towards a doctor, member of staff, other pa-tient, or who damages property.

All instances of actual physical abuse on any doctor or member of staff, by a patient or their relatives, will be reported to the police as an assault. The patient would then be removed from our practice list immediately.