Confidentiality

Freedom of Information

The Freedom of Information (Scotland) Act 2002 came into force on 1st January 2005 and enables any person requesting information from a public body to receive that information, subject to certain exemptions. The Practice Publication Scheme Document is available to view. Please contact the practice manager for more information.

Comments & Suggestions

We are happy to accept and consider comments and suggestions from our patients. Please present your views in writing, for the attention of the practice manager. We always try to provide the best services possible, but there may be times when you feel this has not happened.

We operate an in-house complaints procedure, as part of the NHS system for dealing with complaints. We hope you will use it to allow us to look into and, where necessary, correct any problems that you have identified, or mistakes that have been made.

Our procedure is not able to deal with questions of legal liability or compensation. Please note that we have to respect our duty of confidentiality to our patients, and a patient’s consent will be necessary if the patient does not make a complaint in person.

Complaints should be addressed to the practice manager or any of the doctors. Alternatively, you may ask for an appointment with the practice manager to discuss your concerns. Details of our in-house procedure will be provided to you and we will ensure that your concerns are dealt with promptly.

The Health Service Ombudsman

The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:

1. Getting it right
2. Being customer focused
3. Being open and accountable
4. Acting fairly and proportionately
5. Putting things right
6. Seeking continuous improvements

If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.
Tel: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk
Write: Millbank Tower, Millbank, London SW1P 4QP.

TRAINING

The Practice is now an accredited training practice and we will on occasions have a GP Registrar working with us. The Registrar is a fully qualified doctor who has spent a number of years working in hospitals and is now specialising in General Practice. On occasion, as part of their final training, the Registrar may ask to have the consultation videoed, though patients are not obliged to agree to this. A full explanation would be given before any planned videoing of a consultation took place.

MEDICAL AND NURSING STUDENTS

The practice is pleased to welcome medical students from Glasgow University, at several stages of their training. Many of our patients have been very helpful to the students, and we hope you will continue to make them welcome in Bishopton. The reception staff will advise you at the time of booking your appointment if a medical student will be present, and will remind you when you arrive for your appointment.

Nursing students may also be working with our practice nursing team or the community team, and sometimes with the doctors. If you do not wish a student to be involved in your consultation, please let our reception staff know when you arrive at the surgery.  

Disabled Access

We have two parking spaces for disabled persons outside the front door.  Wheelchair access is via a ramp and there are automatic doors to the building. The surgery has a toilet for disabled persons, and the doors into the consulting rooms are wide.

Patient services are provided at ground floor level. If access proves difficult to any of our disabled patients, we would be happy to consider any suggestions for improvement, in conjunction with the owners of the building, NHS Greater Glasgow & Clyde.

PRACTICE STANDARDS

It is our job to give you treatment and advice. Following discussion with you, you will receive the most appropriate care, given by suitably qualified people. No care or treatment will be given without your informed consent. In the interest of your health it is important for you to understand all the information given to you. Please ask us questions if you are unsure of anything.

OUR RESPONSIBILITY TO YOU

We are committed to giving you the best possible service.
Names: People involved in your care will give you their names, and ensure you know how to contact them.
Waiting Time: We run an appointment system in the practice. You will be given a time at which the doctor or nurse hopes to be able to see you. You should not wait more than 30 minutes in the waiting room without receiving an explanation for the delay.
Access: You will have access to a doctor rapidly in the case of emergency. The doctor on call carries a mobile phone, and will be contacted in the case of an emergency.
Telephone: We will try to answer the phone promptly and to ensure that there are sufficient staff available to do this. You may not be able to speak to a doctor by telephone immediately, but your request will be directed to the appropriate doctor at the earliest opportunity.
Test Results: If you have undergone tests or x-rays ordered by the practice, we will inform you of the results at your next appointment, where appropriate. If no further appointment needs to be arranged, we will advise you when and how to obtain the results.
Respect: Patients will be treated as individuals and partners in their healthcare, irrespective of their ethnic origin or religious and cultural beliefs.
Information: We will give you full information about the services we offer. Every effort will be made to ensure that you receive the information which directly affects your health and the care being offered.
Health Promotion: The practice will offer patients advice and information on: steps they can take to promote good health and avoid illness; self-help which can be undertaken without reference to a doctor, in the case of minor ailments.
Health Records: You have the right to see your health records, subject to limitations in the law. These will be kept confidential at all times.
Patients with Special Needs: The practice will make every effort to provide its service in a form appropriate to all its patients. The practice staff are aware of the type of difficulties that can be experienced and will endeavour to assist such patients.

YOUR RESPONSIBILITY TO US

Help us to help you.
Please let us know if you change your name, address or telephone number.
Please do everything you can to keep appointments. Tell us as soon as possible if you cannot; otherwise, other patients may have to wait longer.
Please make every effort to arrive on time for your appointment. Patients who arrive late for a booked appointment will be seen at the doctor’s discretion, and may have to wait until the end of the surgery.
Please ask for home visits ONLY when the person is too ill to visit the surgery.
Please keep your phone call brief, and avoid calling during the peak morning time for non-urgent matters (ie test results etc).
We ask that you treat the doctors and practice staff with courtesy and respect. The practice will not tolerate any verbal or physical abuse towards the staff or doctors. Please remember that the reception staff follow guidelines drawn up by the practice, and may ask you a number of questions in order to determine how best to help you.
Please read our practice booklet. This will help you to get the best out of the services we offer. It is important that you understand the information given to you. Please ask us questions if you are unsure of anything.
Remember, you are responsible for your own health and the health of your children. We will give you our professional help and advice. Please act upon it.