Confidentiality

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

We sometimes disclose some of your personal health information to 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 and 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 of the Scottish Health Service. These organisations have a role in protecting public funds, and are authorised to check that payments are being properly made. We are required to co-operate with these checks and the disclosure of your data is a necessary part of our provision of healthcare services.

Sometimes we may participate in studies that are designed to improve the way services 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 have given your consent for us to do so.

Where you need a service jointly 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 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 adhere to a Code of Practice on Protecting Patient confidentiality. Further information on this can be found at www.confidentiality.scot.nhs.uk

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.

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

Complaints Procedure Comments & Complaints

We are always keen to improve the service we offer. If you have any suggestions that would help in this, or a complaint about the service you have received, please put any complaint in writing to the Practice Manager.

You can read our practice complaints leaflet by clicking on the following link:

complaints_procedure.doc

Scottish Public Services 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.

The SPSO is the final stage for complaints about most organisations that provide public services in Scotland, including Muiredge Surgery.  Their service is independent, free & confidential.

The SPSO will normally only consider a complaint after you have completed the surgery's complaints procedure.

The SPSO cannot normally look at complaints more than 12 months after you became aware of the matter you want to complain about; or that have been or are being considered in court.

If you remain dissatisfied once you have completed Muiredge Surgery's complaints procedure, contact the SPSO for advice and request a complaints form.

Tel: 0800 377 7330

Scottish Public Services Ombudsman, 4 Melville Street, Edinburgh, EH3 7NS.

Rights & Responsibilities

You have the right to

• Be registered with a practice.
• See the doctor of your choice.
• Be offered a new patient health check on joining the practice.
• Receive emergency care at any time from the practice.
• Receive appropriate drugs and medicines.
• Be referred for a specialist opinion where appropriate and to be referred for a second opinion if you and the doctor agree this is desirable.
• Have the right to review your medical records, subject to the provision of the Acts, and to know that those working for the NHS are under a legal obligation to keep the contents confidential .
• Choose whether or not to take part in medical research or medical student training.
• Receive a copy of the practice leaflet, setting out the services provided.
• Receive a full and prompt reply to any complaints about the services provided.

You have a responsibility to

• Let us know if you are unable to come for your appointment. The space will be given to someone else.
• Be punctual for your appointments.
• Tell us of any changes to your contact details to ensure we have correct up to date information about you.
• Treat the staff and doctors with the same respect and courtesy with which you yourself would like to be treated.
• Try to adhere to the medical advice given to you and to take any medication as advised.
• Remember that an appointment is made for one person only.  Please do not expect another family member to be seen at the same consultation as yourself.
• Please only request a home visit if you are genuinely unable to come to the surgery.
• Be in when you have requested a home visit from a doctor or expect a community nurse to call.
• Ensure that you have adequate supplies of repeat medications to cover holidays, public holidays and weekends.
• Respect the rights of other patients waiting to be seen.  Parents must be responsible for the behaviour of their children in the waiting room.

Violent & abusive behaviour

The surgery will not tolerate violent or abusive behaviour towards its staff or health professionals or to other persons on the practice premises. Such behaviour may result in your removal from the practice list. In extreme cases, we will call the police.