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Patient Charter

Our Responsibilities to you

We are committed to giving you the best possible care:

  • Names: People involved in your care will give you their name and ensure you know how to contact them.
  • Waiting Times: We operate an appointment system in the Practice. You will be given a time when the GP or Nurse will see you. On occasion the GP or Nurse may be running late. If this is the case we will try and keep you informed. If you have any queries regarding this please speak to one of the reception staff.
  • Access: You will have access to a GP in cases of emergency. Home visits will be arranged where considered appropriate by a GP.
  • Telephone: We will try to answer the telephone promptly and ensure there is sufficient staff to do this. Please note that all telephone calls to the practice are recorded for quality and training purposes.
  • Test Results: If you do undergo test or x-rays at the request of the GP you will be informed how to obtain results.
  • Respect: Patients will be treated as individuals and partners in their healthcare, irrespective of ethnic origin and cultural beliefs.
  • Information: We will give you full information about the services we offer. Every effort will be made to ensure that you receive information, which directly affects your health and the care being offered.

Your Responsibilities to us

  • Please let us know if you change your name, address or telephone number.
  • Please keep appointments and inform us if you cannot.
  • Test Results take some time to reach us, please be patient.
  • You must also take responsibility for your health and the health of your children.
  • If a Doctor gives you advice about your health please act on that advice. Similarly if Doctor gives you medication for a condition please take the medication and give it time to work.
  • Please do not abuse the emergency services.

Patient Rights

There are 2 new booklets available which explain, in detail, your rights, they are called:

  • Consent - It's your decision
  • The NHS and You

These are available from Reception.


Everyone working with the NHS has a legal duty to keep information about you confidential and adheres to a Code of Practice on protecting patient confidentiality. Anyone receiving information from us is also legally obliged to keep it confidential.

Data Protection

We are obliged to comply with Data Protection 1998 and other guidance on privacy and data confidentiality. In order to provide care we are obliged to keep records of all medical information, which we keep in either paper form or store same on computer.

If you do require further information regarding Data Protection please contact the Practice Manager.

Emergency Care Summary

All patients in Scotland have, or will soon have something called an Emergency Care Summary. This is a brief summary of basic information about your health which might be important if you require urgent medical care when your GP surgery is closed or when you have to go to Accident and Emergency. The information held will contain your name, date of birth, name of your GP, information about what medications you are prescribed by your GP and any allergies or reactions that you have to medicines. Doctors and Nurses at your out of hours medical centres, NHS24 and Accident and Emergency have access to this information. This information is stored electronically using the highest standards of security and only staff directly involved with your care will be allowed to look at your Emergency care Summary. If you require further information, please speak to our reception staff for more information.

Freedom of Information

Copies of our Freedom of Information policy can be obtained from the Practice Manager.

Information Sharing

The practice complies with Data Protection and Access to Medical Records legislation. Identifiable 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.
  • 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.
  • To provide further information regarding vulnerable patients. e.g child protection.

Zero Tolerance

Click here for more information


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