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Practice Policies

Data Collection Consent steth_keyb1

The doctors and staff of this practice are committed to providing the highest possible standard of patient care. To provide you with the care you need, we hold details of your consultations, illnesses, tests, prescriptions and other treatments. We sometimes disclose some of this with other organisations involved in your care e.g. when you are referred to the hospital we will send relevant details and receive information about you from them. Also in relation to regional and national programmes e.g. cervical cytology screening-details will be given to them to allow them to send an invitation to you.

Some of the information is used for administrative purposes. In order to receive payment for services provided to you, we have to disclose some details about you to the NHS Board responsible for this and to the Common Services Agency for the Scottish Health Service who have a role protecting public funds. They are authorised to check that payments are being properly made and we are required to co-operate with these checks.

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. 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. See:www.confidentiality.scot.nhs.uk for more information. Anyone who receives information from us is also under a legal duty to keep it confidential.

Some patient data is also collected by the Glenrothes & North East Fife Community Health Partnership (CHP). This enables the planning of health care in the Glenrothes area. All data collected is protected by the Data Protection Act and Professional Codes of practice and cannot be traced back to individual patients. Individual patient identity is known only to practice staff who need to know.

If you have any queries or concerns on how we use your personal health information, or would like to access your information, please contact the practice manager.

Access to Medical Records

Patients are able to access their medical records. Applications should be made in writing. Enquiries can be made to the practice manager. A fee is payable. If copies are provided, a further fee for copying will be payable.

Freedom of Information Act

We have adopted the British Medical Association Model Scheme for General practice in Scotland. Enquiries to the practice manager.

Violent and Abusive Patients

In situations where a patient or relative has been verbally or physically abusive or threatens this action to a G.P. or any member of the primary health care team the practice may remove the patient from the practice list.

Chaperone Policy

Rothes Medical Practice is committed to providing a safe, comfortable environment where patients and staff can be confident that best practice is being followed at all times and the safety of everyone is of paramount importance.

All patients are entitiled to have a chaperone present for any consultation, examination or procedure where they feel one is required.

Wherever possible we would ask you to make the request at the time of booking appointment so that arrangements can be made and your appointment is not delayed in any way.  Where this is not possible we will endeavour to provide a formal chaperone at the time of request.  However occasionally it may be necessary to reschedule your appointment.

Your healthcare professional may also require a chaperone to be present for certain consultations in accordance with our chaperone policy.

If you would like to see a copy of our Chaperone Policy or have any questions or comments regarding this please contact the Practice Manager.

Chaperones will normally be a member of the nursing team.  On occasions where nursing staff are not available we have some administration staff who have been specially trained to act as a chaperone.

 

pad_and_penSuggestions & Complaints

We 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.

Simply contact the practice manager, Mrs Susan Davidson and she will set all the necessary wheels in motion. Further written information is available on the complaints procedure from reception. We are continually striving to improve our service. Any helpful suggestions would be much appreciated.

PRACTICE STANDARDS

Your GP will treat you as a person and not just as a medical case. He is committed to giving you the best possible service.

  • Your GP will not tell other people what is wrong with you unless this is essential for your treatment or is at your request.
  • If you urgently need your doctor’s advice the practice will try to allow you to speak to your doctor by phone.
  • If you have difficulty contacting, or getting through to the surgery please let the practice know as soon as possible. Your doctor, or his staff, will be pleased to tell you the best times to contact the surgery. We ask that you treat the doctors, all the practice staff and their families with the same courtesy and respect.
  • You will receive an urgent appointment at your GP’s surgery within 24 hours of requesting it. This may not always be with your usual doctor. Please be considerate when asking for an urgent surgery appointment, a home visit or out of hours care. Your GP will be pleased to advise when it is right to ask for an urgent appointment or home visit.
  • Where you ask to see a specific doctor in your practice you will normally be offered an appointment within 6 working days of requesting it, or if your problem is more urgent, you will be able to see another doctor. If you cannot keep an appointment please let your practice know promptly so that the doctor can see another ill patient in your place.
  • Your GP will try to involve you in your treatment and will always try to explain what is wrong with you, and what he or she proposes to do about it, in a way you can easily understand. You should understand any treatment that has been prescribed, so please ask if you have any doubts about what you should be doing. Try and follow the medical advice offered, and to take any medication as advised.
  • You will receive emergency care through a general practitioner but not necessarily your own doctor. This includes a home visit if the GP feels it is needed. Please note the reception staff are required to find out from you general information for the GP as to the reason for your request. This is to ensure that the most urgent cases are visited first by the GP. In cases of suspected infectious illnesses the reception staff have guidelines from the GPs as to what is the most appropriate care for you.
  • If you feel a visit is necessary, inform the doctor and ask him to decide whether or not he believes it is necessary. Please do not ask for a home visit if you can attend the surgery - home visits are for people who really are unable to attend the surgery. Home visits are very time consuming and GPs can see many more patients in the surgery than they can at patients’ homes. They can also do much more for the patient in the surgery. They are better able to examine you and where needed more tests etc. are available. Please ensure your request for a home visit reaches the surgery before 10.30 am, unless a genuine emergency arises later.
  • Outside surgery hours we provide cover for emergencies at all times, but please do not call out of hours unless about an emergency which cannot wait until the next surgery. Ask your GP for guidelines if you are not sure when it is appropriate to call the doctor. Sometimes when you are contacting the surgery by telephone, if the doctor is busy, a practice nurse may be able to help you.
  • Your GP will normally provide a repeat prescription within 2 working days of a request. If you ask for a prescription please collect it. Follow the instructions and complete the course of treatment.
  • Your doctor will try to help you to get the best possible care from the rest of the health service. If you are not able to attend an appointment in a hospital or clinic please let the hospital or clinic know, in writing if possible, so that another patient can be seen.
  • Your GP will try to make it as easy as he or she can for you to deal with the practice, but sometimes difficulties arise.

If the service does not meet your expectations, speak to staff and ask for an explanation but please be understanding of the difficulties that the practice sometimes face.



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