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Practice Policies and Zero Tolerance

Confidentiality & Medical Records

Locked blue folderThe 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

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 Data Protection Act 1998 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the practice manager and may be subject to an administration charge. No information will be released without the patient consent unless we are legally obliged to do so.

Complaints

Customer service formWe 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.

To pursue a complaint please contact the practice manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception.

Zero Tolerance

The Practice considers aggressive behaviour to be any personal, abusive and/or aggressive comments, cursing/swearing, physical contact and/or aggressive gestures. The Practice operates a Zero Tolerance Policy and will immediately remove from the Practice list any patient who is aggressive towards any member of the Practice team or other person on our Premises or who damages our property. We will always involve the Police.

Patients will also be removed from the list in the following circumstances:

  • Violence and aggression towards staff or members of the public.
  • Damage to practice property or equipment.
  • Change of residence to outside of the practice area.
  • Persistent misuse of the system/ Appointments.
  • Patients who the doctors are unable to manage clinically e.g. breach of contract with doctor regarding use of prescribed medicine, break down in patient communication.

Patients who are disruptive and display aggressive and/or intimidating behaviour and refuse to leave the premises, staff are instructed to dial 999 for Police assistance, charges may then be brought against these individuals.

This practice supports the Scottish Executives policy on zero tolerance.

For the sake of our staff and other patients we will not tolerate any verbal or physical aggression either within the practice, on the telephone or in the community.

Should a patient be violent, abusive or aggressive to a doctor or any member of their staff, we will ask that their name be removed from our list of patients with immediate effect.

Violent patients will also be reported to the police.

Practitioner Services in Glasgow can allocate a new practice if you are unable to find an alternative practice. Tel :0141 300 1300

 



 
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