CONFIDENTIALITY 

An integral part of the care we provide to you involves the keeping of records, both written and electronic (i.e. on Computer). We endeavour to comply with the Data Protection Act 1998 and other guidance on privacy and data confidentiality.

You are entitled to access to your medical records. Requests should be made in writing stating exactly what information you require.                                                         A charge may apply for such requests. 

Occasionally the Practice may be examined by authorised Health Service personnel for verification purposes. You may request that your records are excluded from this process. Information is not shared with any third party outside the Health Service without your explicit consent and agreement. 

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EMERGENCY CARE SUMMARY 

All General Practices in Scotland are linked to the ECS Store. When a patient or someone acting on their behalf contacts the Out of Hours Service for advice or treatment the nurse or doctor will have access to some of the information recorded on the GP computer system, e.g. Patient details (name, age, address), and recent prescriptions. This information can only be used after explicit patient consent has been given. If you wish to opt out of the ECS system please inform the Practice Manager in writing.

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THE FREEDOM OF INFORMATION ACT

The Freedom of Information Act 2002 came into force in January 2005. The Practice Publication Scheme Document is available to view. Requests for information under the Act must be made in writing and contain details of the applicant and the information that is being sought. A charge may apply for such requests.
 

Comments & Suggestions

To help us ensure that we provide the best possible service for our patients this Practice operates a practice based complaints procedure. If you have any comments, suggestions or complaints to make about any aspect of our service please speak to the receptionist or ask to speak to the Practice Manager who will investigate the matter.

NHS Highland Complaints

NHS Highland also has a Complaints Procedure which can be contacted by post or email.

Complaints Team
NHS Highland
PO Box 5713
Inverness
IV1 9QA
Email; Complaints.Mailbox@haht.scot.nhs.uk
Telephone (NHS Highland) 01463 704000

PALS (Patient Advice and Liaison Service)

The NHS employs over a million staff in thousands of locations. It is a large and complex organisation providing a broad range of services. It is not surprising that sometimes you or a loved one may feel bewildered or concerned when using the NHS. And this can be at times when you are feeling at your most vulnerable and anxious.

So, what should you do if you want on the spot help when using the health service? The NHS expects all members of staff to listen and respond to you to the best of their ability. But sometimes, you may wish to talk to someone employed especially to help you. The Patient Advice and Liaison Service, known as PALS, has been introduced to ensure that the NHS listens to patients, their relatives, carers and friends, and answers their questions and resolves their concerns as quickly as possible.

PALS also helps the NHS to improve services by listening to what matters to patients and their loved ones and making changes, when appropriate.

What does PALS do?

In particular, PALS will:

• Provide you with information about the NHS and help you with any other health-related enquiry
• Help resolve concerns or problems when you are using the NHS
• Provide information about the NHS complaints procedure and how to get independent help if you decide you may want to make a complaint
• Provide you with information and help introduce you to agencies and support groups outside the NHS
• Inform you about how you can get more involved in your own healthcare and the NHS locally
• Improve the NHS by listening to your concerns, suggestions and experiences and ensuring that people who design and manage services are aware of the issues you raise
• Provide an early warning system for NHS Trusts and monitoring bodies by identifying problems or gaps in services and reporting them.

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Find out more

If you would like more information about PALS, the functions it is intended to provide and the standards it should strive to achieve , follow this link.

Help us to help you.  This means that we have responsibilities to each other. 

You should try to look after your health as best you can.  We are always willing to give you information, encouragement and practical advice to help you do this. 

Please remember that your own Doctor may not always be available due to other commitments such as Clinical meetings, Study leave and holidays. 

We ask you to treat the Doctors and all Staff with courtesy and respect. 

It is in your best interest to understand any treatment you have been prescribed, so please ask if  you have any doubts about what you should be doing.

If you make an appointment please try to keep it on time and if for any reason you cannot, notify us promptly so that we can see another patient in your place. 

Please consider carefully whether you need an appointment urgently, or soon, or if it could wait a little while longer.  If a telephone consultation with a GP or Nurse would suffice, please let the receptionist know. 

Home visits are for people who are genuinely house bound or seriously ill.  Please ensure that requests for home visits are made before 10:30am whenever possible. 

Out of Hours emergency calls are automatically redirected to NHS24.  Please do not misuse this service. 

STATEMENT OF INTENT 

We are committed to giving you the best possible service.  We cannot achieve this without the involvement of you, the patient. 

Please help us to help you. 

You will be treated as an individual and will be given courtesy and respect at all times.  If  you need to be referred elsewhere we will do our best to arrange that you get the treatment and support you require from Consultants, Specialist Medical Services and other agencies concerned.  

We will respect your privacy and confidentiality at all times.  Be ready to tell us of your past illnesses, medication, hospital admissions and any other relevant details.  The information you give us will only be released to other practitioners and relevant agencies if it is important for  your treatment. 

We will give you full information about the services we offer.  Every effort will be made to ensure that you receive the information that directly affects your health and the care being offered.  We will always try to explain what is wrong with you and what we propose to do about it in a way you can easily understand including all the implications and any alternatives before you decide to agree to that treatment. 

Where patients are seen via our Appointment System they will normally be seen within 15 minutes of the appointment time or be given an appropriate explanation for the delay.  

Requests for Repeat Prescriptions are accepted at any time between 8:30am to 3:00pm on our Repeat Prescription line, 892009.  The prescription will be delivered to the Pharmacy of your choice, ie, Williamson’s, Sutherland’s and The Co-op where it will then be available for collection 24 hours later 

Whenever possible, incoming telephone calls will be answered within 6 rings.  At the busiest times (between 8:30am—9:30am) all lines may be engaged and patients are requested to leave non-urgent calls until later in the day.  If phoning for test results please phone on 893321 after 4pm. 

We welcome your suggestions or written comments about how the practice could be improved.  If you have a problem or complaint about what we do here we will take it seriously, discuss it fully with you and investigate it thoroughly. 

We want to improve services and will therefore welcome any comments you have.  You may discuss your comments with the Doctor you normally see, or if it is not relating to your health, with the Practice Manager. 

Your help and co-operation is essential to enable us to achieve all of this.