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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.
• To help you get other services e.g. from the social work department. This requires your consent.
• When we have a duty to others e.g. in child protection cases anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.

If you do not wish anonymous information about you to be used in such a way, please let us know.

Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.

Freedom of Information

The ICO has published a new Model Publication Scheme that all public authorities are required to adopt.

Model Publication Scheme - further information

Comments & Complaints

We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

We operate a practice complaints procedure to deal with any complaint or concern that you may have.If you are not happy with the treatment you receive from any member of the practice team, then you should ask to speak to the Practice Manager Iona Ferguson or Dr Stuart Cairns.  Alternatively you can write to the Practice Manager. We will ensure that your problem is dealt with.

If you are still unhappy, you may contact: 

• The Complaints Department
  NHS Highland
  PO Box 5713
  Inverness
  IV1 9AQ 
• Tel: 01463 706583

We are continually striving to improve our service. Any helpful suggestions would be much appreciated and a suggestion box is located in the waiting area.

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.

Patients' responsibilities

If you are unable to attend an appointment that has been arranged for you, please contact the surgery to cancel as soon as possible, so that another person can be seen at that time.

If a doctor or nurse asks you to return to be reviewed or to receive a test result, it is important that you remember to attend.

Patients' Rights

• To be registered with a family doctor 
• To change doctor quickly and easily 
• To be offered a health check when joining a practice 
• To receive emergency care at any time 
• To have appropriate drugs and medicines prescribed 
• To be referred to an acceptable consultant when necessary, and to be referred for a second opinion if the patient and the doctor agree that this is desirable 
• To have access to personal medical records subject to any limitation by law 
• To know that those working for the NHS have the duty to keep contents of health records confidential 
• To choose whether or not to take part in research or student training 
• To receive a copy of the practice leaflet. 
• To get a full and prompt reply to any complaints made about NHS services

Non-discrimination policy

We are committed to equal opportunities for all regardless of gender, creed, sexual orientation, colour or race.

Violence and aggression

We will not tolerate abusive or violent behaviour towards any member of staff or other person on our premises. Appropriate action will be taken by the practice and this may mean police involvement and/or being struck off our practice list.