Patients Charter

We aim to provide the best possible service to our patients and hope you will feel that we achieve that aim.

The care of your health is a partnership between yourself and the Primary Health Care Team. The success of that partnership depends on an understanding of each other’s needs and co-operation between us.

Our Responsibility to you:

  1. You will be greeted courteously.
  2. You have a right to confidentiality
  3. You have the right to see your medical records subject to the limitations of the law.
  4. You will be seen the same day if your problem is urgent.
  5. You will be seen by your own Doctor whenever possible.
  6. You will be informed if there will be a delay of more than 20 minutes for your appointment.
  7. You will be referred to a consultant when your GP thinks it necessary.
  8. You will be given the result of any test or investigation on request or at your next appointment.
  9. Your repeat prescription will be ready for collection on the next working day of your request.
  10. Your Suggestions and comments about the service offered will be considered sympathetically and any complaint dealt with quickly.
  11. The practice operates an anti-discrimination policy. 

Your Responsibility to us:

  1. Please treat all surgery staff with the same respect - we are all just doing our job.
  2. Do not ask for information about anyone other than yourself.
  3. Tell us of any change of name or address, so that our records are accurate.
  4. Only request an urgent appointment if appropriate. Home visits should be for emergencies only - the doctor on call will be at work as usual the next day.
  5. Please cancel your appointment if you are unable to attend.
  6. Please be punctual, but be prepared to wait if your own consultation is delayed by an unexpected emergency.
  7. Please allow sufficient time for your consultant’s letter or the results of any tests to reach us.
  8. You will be advised of the usual length of time to wait.
  9. Use the tear off slip to request your repeat prescription whenever possible. Please attend for review, when asked, before your next prescription is due.
  10. Do let us know whenever you feel we have not met our responsibility.

Abusive Behaviour

Violence: Is physically violent or threatening towards a doctor, practice staff or other patients on the practice premises. Cause physical damage to practice premises or other patient’s property.  Gives verbal abuse or makes threats towards the doctor, practice staff of other patients Gives abuse, orally or physically is violent or uses or condones threatening behaviour to doctors (or some other members of the primary health care team) whilst visiting the patient’s home. Such behaviour may involve the patient, a rela- tive or a household member. 

Data protection

Crime and Deception: Fraudulently obtains drugs for non-medical reasons.
Deliberately lies to the doctor of other members of the Primary care team. (e.g. by giving false name or false medical history) in order to obtain a service or benefit by deception.

Attempts to use the doctor to conceal or aid any criminal activity Steals from Practice premises.

Your Personal Health Information

To provide you with the care you need, we hold the details of your consultation, illnesses, tests, prescriptions and other treatments that have been recorded by everyone involved in your care and treatment e.g. GP, Health Visitor, Practice Nurse, Pharmacist. This information may be stored on paper or electronically on computer files by practice staff.

We sometimes disclose some of your personal health information with other organisations involved in your care. For example, when your GP refers you to a specialist at the Hospital we will send relevant details about you in the referral letter and receive Information about you from them. Our practice also participates in regional and national programmes such as the cervical cytology screening service and your name, address, date of birth and health number will be given to them in order to send an invitation to you.

We need to use some of your personal health information for administrative purposes. In order to receive payment for services provided to you, we have to disclose basic details about you to the NHS Board responsible for this area and to the Common Services Agency for the Scottish Health Service. These organisations have a role in protecting public funds, and are provided to you or to check that our performance meets required standards and benchmarks. Whenever we take part in activities such as these we will ensure that as far as possible any details that may identify you are not disclosed. 

We are sometimes involved in health research and the teaching of student nurses, doctors and other health professionals. We will not use or disclose your personal health information for these purposes unless you have been informed beforehand and given your consent for us to do so. Where you need a service jointly provided with a local authority we will seek your permission before giving them your details.

Sometimes we are required by law to pass on information e.g. the notification of births and deaths and certain diseases or crimes to the government, this is a legal requirement.

Our use of your personal health information is covered by a duty of confidentiality, and is regulated by the Data Protection Act. The Data Protection Act gives you a number of rights in relation to how your personal information is used, including a right to access the information we hold about you.

Everyone working for the NHS has a legal duty to keep information about you confidential and adheres to a Code of Practice on Protecting Patient confidentiality. Further information on this can be found at Anyone who receives information from us is also under a legal duty to keep it confidential.

If you have any queries or concerns on how we use your personal health information, or would like to access your information, please contact our Practice Manager.