Confidentiality

Your personal health information will be held in confidence and will not be disclosed to a third party without your prior consent unless in exceptional circumstances this is felt to be in the public interest.

Your medical history will be recorded on our practice computer system which may only be accessed by authorised members of our team and we can assure patients of complete confidentiality.

The practice complies with Data Protection and Access to Medical Records legislation. Identifiable information about you will be shared with others in the following circumstances:

• To provide further medical treatment for you e.g. from district nurses and hospital services
• When we have a duty to others e.g. in child protection cases

Comments & Complaints

We aim to be flexible and responsive in providing the services you require. If you feel the service could be improved in any way, then please feel free to pass your comments to Mrs Bruce, practice manager or complete one of our feedback forms available in the waiting room or from reception.

If you have a complaint please bring this to our attention as soon as possible to allow us the opportunity to address your concerns and if necessary conduct a full investigation. If you wish to make a formal complaint, please ask the receptionist for a practice complaints leaflet.

The Scottish Public Services Ombudsman

The procedure for making a complaint against the NHS in Scotland is described in the leaflet Making a Complaint about the NHS.

The ombudsman has published a booklet that describes the process behind bringing your complaint to the ombudsman 

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 and there are instructions for doing this on the SPSO website.

Patient Rights and Responsibilities

We ask you to arrive promptly for appointments and if you are more than 20 minutes late you will need to re-book. We will treat you as an individual and respect your privacy and dignity; in return we ask you to be polite to all of our staff.

We have a zero tolerance policy. In the rare event of a patient being violent or threateningly abusive to staff or other people in the surgery, we may call the police, and we may ask the Primary Care Trust (PCT) to remove you from our list. There is a GP practice in Dundee to which violent patients are referred

If a patient has been violent or abusive, or has behaved in a threatening way towards their GP or a member of staff and the police have been involved, they may be removed from the practice list immediately without warning.

Please notify us if you change your name, address or telephone number so that we can amend your records. If you change your address and move outwith the practice area, we will have to ask you to register with another practice nearer to your new home.

If you do not register with another practice we will apply to the PCT to have you removed from our list.

Removal from the list takes effect from the eighth day after the PCT receives the GP’s request, unless you're accepted by another practice before this.

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