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Practice Charter

 

Your Information & Data Protection

 

To best provide you with adequate healthcare we hold all our patients information on computer and in files and are well on our way to becoming a paperless practice. The data contained on computer is encrypted, routinely backed up and held securely. We will, on occasion, have to share information with other NHS departments and professionals. For example, if your doctor refers you to the hospital we will have to provide information to the consultant and they, in turn, will share information with us after your visit. We will also have to share information with NHS programmes such as the Cervical Screening or the Breast Screening Programmes. Any information passed on to them will only be relevant to the programme and may be as simple as your contact information only.

 

Some personal information will be used in an administrative way as we are required by law to provide auditing information to the Common Services Agency (part of the Scottish Health Service). By providing this information it allows us to provide a number of services within the health centre, such as contraceptive checks and minor surgery.

 

All our data and data handling activities comply with the Data Protection Act and we will not supply your information to any parties not involved with your healthcare unless specified by yourself (for example, private medical insurance.

 

Complaints

 

Please let us know sooner rather than later if you have any complaints. We take these seriously and all are discussed at length with doctors and staff.

 

To complain, please ask to speak to the practice manager in the first instance.

 

If your complaint is of a serious nature it is better to put it in writing. You will receive a reply within seven days and will normally be offered an appointment for a meeting to discuss your complaint. If your complaint is of a complex nature it may take a little longer, but we will keep you informed of all progress. You may bring a friend or relative to the meeting with you. During the meeting we will try to address your concerns and give you a full explanation and discuss any action required. If, at the end of the meeting, you are still not satisfied and wish to continue with your complaint, we will direct you to the relevant department. You can download the NHS Complaints leaflet here.

 

Access to Health Records

 

You can ask to see your health records. If you require this service, please ask at reception for a copy of the leaflet – alternatively, you can download the form here -  “How to see your Health Records”, published by NHS Scotland. Please refer to the leaflet for an explanation of any charges which may apply.

 

Patients’ Rights and Responsibilities

 

Please note that Craigshill Health Centre operates a ZERO TOLERANCE policy in dealing with aggressive or violent patients. Parents/guardians are reminded that they are responsible for the conduct of any child they bring into the health centre. It is a patient’s responsibility to keep their appointments or cancel them with enough notice being given for the appointment to be offered to another patient.

 

Whilst we undertake to provide the best possible service to our patients, we realise that occasionally situations can become difficult and you might be unhappy with the service provided.

 

If you are unhappy with a situation please remain calm and ask to speak the Practice Manager who will help try and resolve the problem for you.

 

Any patients who react in a verbally or physically violent manner will be asked to leave the health centre and may be removed from the registration list, meaning they will have to register elsewhere. Patients may also be removed from the practice list if they constantly fail to attend appointments without a reasonable excuse. If the health centre staff feel that they, or other patients, are under threat, the police will be called to have the patient removed in those circumstances.


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