Patient Rights And Responsibilities
You will be treated with dignity and respect and as a part-ner in your care, no matter what your race, sex, age, sexual orientation, faith, political beliefs or disability. Your Rights:-
- You have the right to ensure that confidentiality is adhered to at all times by all members of the practice
- You have the right to see your own health records, and if you choose, to obtain a copy of them
- You have the right to know how your personal health information is used and shared
- If you are unhappy about how your health information has been used or protected, you have the right to complain, using the appropriate measures
- If you don’t want your health information to be used or shared, you have the right to bring this to the attention of the clinician providing your care, without it affecting the care you receive
- You have the right to complain if you feel that you have not received the care and attention that you deserve, following the appropriate procedure
You have a responsibility to help yourself and us by:-
- Informing anyone involved in your care if you cannot keep an appointment, either at the surgery, hospital or clinic
- Being punctual for your appointment — if you are going to be late, phone and let us know
- Ensuring that you are in at an agreed time if a
- member of our clinical team is visiting you at home
- Informing anyone involved in your care if you change your name, address or telephone number
- Looking after your own health, adopting a healthy lifestyle (more information can be found on the inter-net at www.healthyliving.gov.uk)
- Following the advice or treatment agreed with the health professional. If you are worried about this discuss it with the person who gave the advice or treatment, contact another member of staff at the surgery or contact NHS 24
- Ensuring that you fully understand all that is said to you by one of the clinicians—if they use words which you don’t understand, ask them to explain it in a way that you will understand
- Only using emergency services in a real emergency— Remember that we will always try to treat those who are urgent first
- Ordering your prescription in plenty of time — minimum of 48 hours notice
- Treating all health centre employees politely and with respect—we will not accept racial, sexual or any other kind of abuse.
We will help you:-
- We will provide you with the best care and treatment we can, within the resources available to us
- If you need an interpreter or a sign-language interpreter, or another special communication need, we will arrange this for you
- We will ensure that everyone working in our organization has the necessary training and skills for their job
- We will keep accurate and up to date records of the care you receive
- We will work closely with other organisations that are involved in providing care and support to you and your family. This includes Local Authority, Volunatary Organisations, independent healthcare providers and community health groups
- We will learn from any comments and complaints we receive
- We will offer you the opportunity to take part in screening and programmes to prevent illness
- We will give you advice and information on how to stay healthy and offer support and encouragement , should you want it
Text Message Reminders
You can now register to receive information by text message on your phone regarding appointments and health care.
If you wish to register for this messaging service please fill out the consent form.
Computer / Data Protection
The practice is fully computerised and certain information is held about you on our system.
We have a legal obligation under the Data Protection Act to ensure that all information held and processed about you complies with the principles of the Act.
We keep the information for other reasons: for example, to help us protect public health generally and to see that the Health Service runs efficiently, plans for the future, trains its staff and can account for its actions. Information may also be needed to help carry out medical or other health research for the benefit of everyone.
Sometimes the law requires us to pass on information: for example, to notify a birth.
Everyone working for the Health Service has a legal duty to keep information held about you confidential.
You may be receiving care from other health care professionals as well as your GP. So that we can all work together for your benefit we may need to share some in-formation about you. We only pass on information about you if people have a genuine need for it and it is in yours and everyone’s interests. Wherever possible, we will re-move details which identify you. The sharing of some types of very sensitive personal information is strictly controlled by law.
Anyone who receives information from us is also under a legal duty to keep it confidential.
More information about confidentiality can be found in the leaflet entitled ―Confidentiality—it’s your right‖ which can be obtained, on request from the reception desk.
Freedom of Information
Information about the General Practioners and the practice required for disclosure under this act can be made available to the public. All requests for such information should be made to the practice manager.
Access to Records
In accordance with the Data Protection Act 1998 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the practice manager and may be subject to an administration charge. No information will be released without the patient consent unless we are legally obliged to do so.
Complaints And Suggestions
We do try to provide you with the best possible services, but realise that on occasions you may not feel this has happened. Our practice follows NHS guidelines which means we have a complaints procedure in place.
Written information on how to make a complaint or a suggestion is available from reception or an information leaflet explaining the complaints procedure can be downloaded here
Alternatively please contact the Complaints Officer in writing or telephone 0345 337 0610 to make an appointment.
Zero Tolerance Policy
The Practice takes it very seriously if a member of staff is treated in an abusive or violent way.
The Practice supports the government's 'Zero Tolerance' campaign for Health Service Staff. This states that GPs and their staff have a right to care for others without fear of being attacked or abused. To successfully provide these services a mutual respect between all the staff and patients has to be in place.
Our Practice staff aim to be polite, helpful, and sensitive to all patients’ individual needs and circumstances. They would respectfully remind patients that very often staff could be confronted with a multitude of varying and sometimes difficult tasks and situations, all at the same time. The staffs understand that ill patients do not always act in a reasonable manner and will take this into consideration when trying to deal with a misunderstanding or complaint.
However, aggressive behaviour, be it violent or abusive, will not be tolerated and may result in you being removed from the Practice list and, in extreme cases, the Police being contacted.
In order for the practice to maintain good relations with their patients the practice would like to ask all its patients to read and take note of the occasional types of behaviour that would be found unacceptable:
- Using bad language or swearing at practice staff
- Any physical violence towards any member of the Primary Health Care Team or other patients, such as pushing or shoving
- Verbal abuse towards the staff in any form including verbally insulting the staff
- Racial abuse and sexual harassment will not be tolerated within this practice
- Persistent or unrealistic demands that cause stress to staff will not be accepted. Requests will be met wherever possible and explanations given when they cannot
- Causing damage/stealing from the Practice's premises, staff or patients
- Obtaining drugs and/or medical services fraudulently
- We ask you to treat your GPs and their staff courteously at all times.
The full zero tolerance policy can be found here -Zero Tolerance Document
The practice does not discriminate against anyone regis-tering with the practice, but the GPs reserve the right not to accept patients onto their list.
The staff at this practice record information about you and your health so that you can receive the right care and treatment. We need to record this information, together with the details of the care you receive, because it may be needed if we see you again.
We may use some of this information for other reasons, for example, to help us to protect the health of the general public generally, to plan for the future, to train staff and to carry out medical and other health research for the benefit of everyone.
We are currently involved in research studies for which we provide anonymised information from patients’ notes. You cannot be identified in any way from this information as none of your personal details are given to researchers. Individual patients’ records are added into a much larger anonymous database, containing records from millions of patients across the UK. This information is used by researchers outside this practice. The databases to which we contribute anonymised records are:-
The Health Improvement Network (THIN)
General practice Research Database (GPRD)
The data is used for research into such topics as drug safety, disease patterns, prescribing patterns, health economics and public health. Many of these studies provide useful information to medical staff on diseases, the use of drugs or outcomes of disease or treatment.
These studies may be performed by academic researchers or commercial companies amongst others. However, no research-er has access to your full details such as your name and address, initials or your full date of birth. The researchers are not given information on the GP nor the practice name, address or post code.
If you would like to opt out of this data collection scheme, please let the practice receptionists know and no data from your records will be collected or used in research. This will not affect your care in any way.
NHS Scotland is improving the way it uses information from GP patient records. SPIRE is a service that will allow small amounts of anonymised information from GP practice records to be used to help doctors’ surgeries, NHSScotland and the Scottish Government to improve care and plan services, and to help researchers to learn more from patient information held at GP practices.
To find out more on the benefits of the service, and the confidential and secure way in which GP patient records will be used to help plan and improve health care services go to SPIRE.SCOT
You have a choice about your patient record being used in this way
SPIRE opt-out form
Emergency Care Summary (ECS/KIS)
This is a new way of sharing information about your health which might be important if you need urgent medical care when your GP surgery is closed.
Your emergency care summary contains the following Information:
- Name, Date of Birth, identifying number (called a CHI number) and the name of your GP
- Any medicines which your GP has prescribed
- Any medicines you are allergic to or react badly to
The information in your emergency care summary comes from your GP’s computer system and is stored centrally.
Who can look at my emergency care summary?
NHS staff can look at your ECS if they need to treat you when your GP surgery is closed. They will ask if you agree to this before they look at your information
The following staff will be able to look at your ECS if you agree:
- Doctors, nurses and receptionist in Out-Of-Hours medical centres
- Staff in hospital Accident & Emergency departments
- ambulance control and ambulance crews.
In an emergency and if you are unconscious, staff may look at your ECS without your agreement. This will let them give you the best possible care.
Whenever NHS staff look at your ECS, a record will be kept so that we can always check who has looked at your information.
What is a Key Information Summary (KIS)?
Key Information Summary (KIS) has been designed to support patients who have complex care needs or long term conditions.
KIS allows important patient information to be shared with health care professionals in unscheduled care in the NHS 24, A&E, Scottish Ambulance Service, out of hours, hospital and pharmacy environments.
Your KIS might contain information about:
- carer and next of kin details.
What if I don’t want people to see my emergency care summary?
- You will be asked if staff can look at your ECS each time you need medical care when your GP surgery is closed.
- Remember that you don’t have to agree to this.
- You have the right to say that you don’t want an ECS - Contact your GP surgery to arrange this.
Duty of candour
The purpose of the new duty of candour provisions is to support the implementation of consistent responses across health and social care providers when there has been an unexpected event or incident that has resulted in death or harm, that is not related to the course of the condition for which the person is receiving care.
The Scottish Government recognise that when adverse events occur during the provision of treatment or care, openness and transparency is fundamental in promoting a culture of learning and continuous improvement in health and social care settings.
Duty of candour fact sheet
How to find out more
- Further information can be found on