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 Christine Sim who will advise on the complaints procedure. Alternatively,
the complaint can be submitted in writing to Mrs Sim. 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 3 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.
SALTOUN
SURGERY 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.
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:
You
will be greeted courteously
-
Please
treat all surgery staff with the same respect - we are all just doing our job.
-
Do
not ask for information about anyone other than yourself.
-
Tell
us of any change of name, address or telephone number so that our records are
accurate.
-
Only
request an urgent appointment if appropriate. Home visits should only be requested
if you are really too ill to attend surgery.
-
Please
cancel your appointment if you are unable to attend
-
Please
be punctual, but be prepared to wait if your own consultation is delayed by an
unexpected emergency.
-
Please
report to receptionist on arrival.
-
Please
allow sufficient time for your consultant's letter or the results of any
tests to reach us (usually 2 - 3 weeks after appointment).
-
Do
let us know whenever you feel we have not met our responsibly to you.
-
We
would, of course, be pleased to hear when you feel praise is due as well.
SICK
LINES
For the first 7 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 8th 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.
