PRACTICE
STANDARDS
We do our best to provide a convenient,
efficient and high quality service for you. In return we ask:
1. If you are unable to keep your appointment please let us know
as soon as possible so we can offer it to another patient.
2. Please try to arrive on time for your appointment. If you are late
we cannot guarantee to see you within our agreed waiting limits.
3. Please treat the doctors and staff with the respect and courtesy
which you would expect to receive yourself. We are here to help you
but may need information from you to enable us to offer you the most
appropriate care.
4. Please telephone the surgery to make
an appointment. If you arrive at the surgery without an appointment
we may not be able to see you and this will cause inconvenience to
yourself and other patients.
5. All appointments are arranged
to cover one consultation. Please make a separate appointment for
each person who wishes to see the doctor.
6. Please notify
the receptionist if you change your name or address.
7. If
it is necessary to request a home visit, please do so between 9.00
- 10.00am and only when the patient is too ill to attend surgery.
Remember: if you can bring the
patient to surgery they will be
seen quicker and any necessary treatment can begin
there and then.
Early requests enable the doctors to prioritise their visits and provide
a better service.
8. The doctor is here to give you the
treatment and advice. It is important that you understand the information
given to you. If you are unsure about your treatment please ask for
more information.
9. Although the doctor will strive to see
you within a reasonable time when you attend the surgery, be patient
if an emergency arises and you are delayed.
IF YOU WISH TO
RECEIVE A HIGH STANDARD OF CARE WE NEED TO WORK TOGETHER TO HELP EACH
OTHER.
DATA
PROTECTION
In order to provide care for you
we are obliged to keep records. This is increasingly done using computers.
We are obliged to comply with the Data Protection Act 1998 and other
guidance on privacy and data confidentiality and we take this very
seriously.
In order to manage services and improve the quality
of care we provide we share some information on practice activity,
eg with Health Boards, Trusts, Scottish Office and the Common Services
Agency. Whenever possible this information is anonymised ie names
and other identifying details are removed.
Information is not
shared with any third party outside the health service (eg insurance
companies, employers, solicitors) without your explicit written consent
and agreement. We are obliged by law to provide certain information,
eg notification of certain infectious diseases. If you have any questions
regarding disclosure of information, please contact our practice manager.
SUGGESTIONS
AND COMPLAINTS
The practice manager, Graham
Bolton is responsible for the management and administration of the practice
and is pleased to receive your comments and suggestions about the practice,
and there is a suggestion box at reception.
If you have cause for concern
whilst attending the surgery, or receiving services at home, please
feel free to discuss this with the doctor or member of staff dealing
with you. Alternatively, you may prefer to speak to our practice manager,
Graham Bolton. It is best to express concern at this stage so that you
can be reassured or so that further action can be taken.
However, if you are not satisfied,
the Bute Practice has an in-house complaints procedure which is freely
available to all. A leaflet describing thie procedure may be obtained
from reception. All complaints will be dealt with in the strictest confidence.
ZERO
TOLERANCE
We strongly support the NHS policy
on zero tolerance. Anyone attending the surgery who abuses the GPs,
staff or other patients be it verbally, physically or in any threatening
manner whatsoever, will risk removal from the practice list. In extreme
cases we may summon the police to remove offenders from the practice
premises.
DISABLED PATIENTS AND WHEELCHAIRS
There are two parking spaces provided for disabled drivers. These
are the first two spaces as you enter the car park and are clearly
marked. Wheelchair access is directly in front of the entrance to
the Health Centre. We would kindly ask patients to refrain
from parking their cars at the front door as this obstructs wheelchair
access to the building.
FREEDOM OF INFORMATION – PUBLICATION SCHEME
The Freedom of Information Act 2002 (Scotland) obliges the practice to produce a Publication
Scheme. A Publication Scheme is a guide to the ‘classes’ of information the practice intends to
routinely make available.
This scheme is available from reception.
