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Practice Policies

Confidentiality & Medical Records

Locked blue folderThe practice holds medical records confidentially and shares them with appropriate staff who are involved in providing direct care for individual patients.  The practice complies with the 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

Information about the General Practioners and the practice required for disclosure under this act can be made available to the public. All requests for such information should be made to the practice manager.

Access to Records

In accordance with The GDPR and Data Protection Act 2018 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the practice manager. No information will be released without the patient consent unless we are legally obliged to do so.

Complaints

Customer service form

We are committed to providing a high quality level of care and treatment to our patients through the delivery of safe, effective and person centred care.  We understand, however, that sometimes things go wrong.  If you are dissatisfied with something we have done, or have not done, please tell us.  

If you wish to make a complaint, you can contact Carol Stewart, Practice Manager, or one of the doctors.  

You can complain in person at the place where you have received the care, treatment or advice or where the incident that you want to complain about happened.  You can also complain by phone, in writing or by email to carol.z.stewart@nhslothian.scot.nhs.uk

It will be a great help if you are as specific as possible about your complaint.

Violence Policy

The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.



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