Saltoun Surgery

COMMENTS

Suggestions on how to improve our service are always welcomed. There is a box by the front door where you may leave any written comments. If you would like a reply please leave your name and a contact phone number.

COMPLAINTS

Patients who wish to make any complaints should complete a complaints form or ask to see Mrs Sheena Simpson, who will advise on the complaints procedure. Alternatively, the complaint can be submitted in writing to her. If you have a complaint, try speaking to the person concerned first. If you are still unhappy please write to either our Complaints Officer or to the Practice Manager. All complaints will be acknowledged in writing within three working days. Our target is to resolve 90% of complaints within 20 working days following a full and fair investigation. In exceptional cases this may be longer but you will be informed of the reason for the delay. If you are not satisfied with the outcome of your complaint the Practice Manager will advise you about the independent review process.

PATIENT PARTICIPATION GROUP

The practice has a Patient Participation Group to provide more liaison between patients and staff with a view to improving health. Anyone interested should contact the practice manager on 514154. We are looking to recruit new members and if anyone is interested they should contact the Practice Manager.

CONFIDENTIALITY - OUR POLICY

1 Our receptionists have signed an agreement of confidentiality. No one will be told of either your attendance at the surgery or details pertaining to your condition without your permission in writing.

2 You do not need to tell the receptionist why you need an appointment.

FOR YOUNG PATIENTS

1 If you see a doctor or nurse your parents will not be told without your complete agreement.

2 You may see a doctor or nurse without your parents' consent - as stated in "The Age of Legal Capacity (S) Act 1991".

For the purpose of research and to improve treatment it may be necessary for medical personnel or Primary Care NHS Trust officials from outwith the practice to check the medical records. Any persons granted such access will be bound by the same rules of confidentiality which apply to surgery staff. If you object to records being checked in this way please advise the Practice Manager.

PERSONAL RECORDS

Patients details are held on computer and patient rights are protected under the Data Protection Act, 1998.

RIGHTS AND RESPONSIBILITIES

We aim to provide the best possible service to our patients and hope you will feel that we achieve that aim.
The care of your health is a partnership between yourself and the Primary Health Care Team. The success of that partnership depends on an understanding of each other's needs and co-operation between us.

Our responsibility to you:

Your responsibility to us:

SICK LINES

For the first seven days of an illness you must fill in a self certificate (your employer should have forms). The doctor can write a medical certificate from the eighth day of the illness onward. You must see the doctor to get the certificate. It cannot cover any period before you see the doctor (unless you have a hospital letter) ie it cannot be backdated.

VIOLENCE AND THREATENING BEHAVIOUR

Patients are advised that this Practice operates a Zero Tolerance policy for aggression, violence and threatening behaviour towards all members of the Surgery Health Care team. In the event of any instances of the above behaviour the Police will be called and the patient will be immediately and permanently removed from the surgery list. Please note that this policy includes all cases of verbal abuse, both face to face and on the telephone.