Practice policies

The Practice aims to meet the health needs of the people it serves. To achieve this we will:

  1. Provide care in line with our Patient Charter
  2. Provide appropriate training for staff to undertake their jobs
  3. Develop and utilise management systems which allow us to monitor the quality of service delivered and identify new needs in the community
  4. Communicate with our patients, colleagues and other outside agencies

Practice responsibilities

  1. You will be greeted in a friendly, welcoming manner
  2. You will be treated courteously by team members irrespective of your ethnic origin, religious belief, personal attributes or the nature of your health problems
  3. Your confidentiality will be respected
  4. You will be offered a routine appointment with a doctor within 2 working days
  5. You will be offered a same-day appointment if the matter is urgent
  6. We will arrange a home visit for those patients who are too ill or infirm to come to the surgery
  7. You will be informed by reception of there is an undue delay to your scheduled appointment time
  8. You are entitled to information and answers to questions about your health. No care or treatment will be given without your informed consent
  9. You have the right to see your health records, which will be kept confidential, subject to any limitations in the law
  10. If you have undergone tests or X-rays ordered by the practice, we will inform you of the results at your next appointment or beforehand if necessary
  11. Computerised repeat prescriptions will normally be ready 2 working days after the request was made
  12. We will advise you and inform you of:
  13. steps you can take to promote good health and to avoid illness
  14. self-help for minor ailments where reference to a doctor is not required
  15. The instruments and equipment we use are regularly serviced and, where appropriate, calibrated to ensure accuracy
  16. We will provide you with information about how to make suggestions or complaints about the care we offer. We will welcome any comments you may have to improve services
  17. If you are totally dissatisfied with us or the services we provide, you have the right to leave our list and register elsewhere

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Patient responsibilities

  1. Help us to help you
  2. Please tell us of any change to your personal circumstances, e.g if you move, change your phone number, get married etc.
  3. Please treat the staff and doctors with the same respect and courtesy with which you yourself would like to be treated. The practice does not tolerate any verbal or physical abuse of their staff or any aggressive attitudes
  4. You are responsible for keeping appointments, for being punctual and for giving adequate notice if you wish to postpone or cancel
  5. We ask you to try to adhere to the medical advice given to you and to take any medication as advised
  6. Use the doctors’ time appropriately – please remember that practice nurses can do blood pressure checks, smears etc.
  7. Please do not call for test results during the first part of the morning. The phones at this time are very busy with appointment and home visit requests.
  8. Please remember that an appointment is made for one person only. Another appointment should always be made for another family member – even if the symptoms are identical
  9. Please do not abuse the facility for providing home visits. If you do need a visit in cases of genuine illness or infirmity please ring before 10.30am
  10. When the surgery is closed, you should only telephone the out of hours emergency service if you consider the matter is urgent
  11. Please do not use the emergency service for requesting repeat medications.  Ensure that you have adequate supplies for holidays, weekends etc.
  12. Please respect the rights of other patients waiting to be seen – parents must be responsible for the behaviour of their own children in the waiting room
  13. Please turn off all mobile phones within the surgery building – this causes interference to the computer and medical equipment

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Discrimination policy

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Data protection & patient 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 e.g. G.P, 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 received 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 for 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 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 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 www.nhsis.co.uk/confidentiality. Anyone who receives information from us is also under a legal duty to keep it confidential.

Freedom of Information Act
Patients can access further information about the Practice at www.nhstayside.scot.nhs.uk/FoISA/.

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Patient survey results

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Patient focus group

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Practice complaints procedure

All complaints received by the Practice will be held on record for:

  1. Discussion with the Practice team
  2. Inspection by appropriate professional bodies
  3. Audit purposes

If you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation, you should then contact:

The Scottish Public Service Ombudsman
Freepost EH641
Edinburgh
EH3 0BR
Tel: 0870 011 5378
www.spso.org.uk

NHS TAYSIDE
NHS Tayside has a separate complaints and advice team which can be contacted on   Freephone: 0800 027 5507 or email feedback.tayside@nhs.net.  This team will be able to give impartial advice and support but it must be made clear that NHS Tayside cannot assume responsibility for either the circumstances leading to the complaint or for the resolution of the complaint as this rests solely with the GP practice.

Our Practice Complaints Procedure is not there to attribute blame, determine if negligence has occurred or to address compensation issues.

Our Objectives
  1. To investigate a complaint and effect resolution within a period of two weeks of receipt of the complaint, by an appropriate person appointed by the Practice management team
  2. To maintain patient confidentiality at all times
  3. To regularly review Practice policy, and if found to be deficient in any respect, take steps to ensure that an event is not repeated
The Procedure
  1. The patient should contact the Practice Manager, Mary Simpson, in the first instance.  This may be orally or in writing.
  2. The complaint will be discussed by the management team as soon as possible, if it is appropriate for the complaint to be dealt with ‘in house’, an investigator will be appointed. If not, the complainant will be contacted and asked to direct their complaint to the Complaints Officer at Tayside Health Board.
  3. In any event, the complainant will be contacted within two days to make sure that all aspects of the event are fully understood.  If at all possible, the Practice Manager will arrange a meeting to agree a verbal explanation.
  4. If an immediate verbal explanation is not suitable, the facts will be fully established by interviewing the relevant staff/doctors and a report prepared for the management team who will sanction the response to the complainant.
  5. The Practice Manager will arrange to meet with the complainant to offer an explanation, or if this is not deemed suitable, will reply in writing.
  6. If it is considered necessary, the Practice will then review policy, procedure or guidelines if there are areas which are found to be deficient.

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  1. VICTORIA PRACTICE, GLOVER STREET MEDICAL CENTRE
    Main reception - 01738 639748
    Prescriptions - 01738 625542
    District nurses - 01738 442379
    Health visitors - 01738 445949
    Fax - 01738 635133
  2. DENSIDE SURGERY, METHVEN
    Main reception - 01738 840289
    Prescriptions - 01738 840700
    District nurses - 01738 840251
    Health visitors - 01738 445949
    Fax - 01738 840113
  3. SURGERY TIMES

    Victoria Practice, Glover Street

    Denside Surgery, Methven
  4. OUT OF HOURS
    contact NHS 24
    DIAL 111
    Please only use this service for problems that cannot wait until the next working day.
  5. SERIOUS EMERGENCIES
    DIAL 999 for ambulance
  6. PATIENT TRANSPORT SERVICE
    0131 446 2760
    Click here for more information about this service

    To cancel a transport request call;
    0131 446 2852
    between 9:00am and 5:00pm
    Monday to Friday

Glover Street Medical Centre, 133 Glover Street, PERTH, PH2 OJB

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