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Practice Policies
Patients Rights & Responsibilities
You have the right to:
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To be dealt with in a courteous and professional manner by all members of staff
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To have personal information treated confidentially and for information about them to be protected in line with the current Data Protection Act.
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To ask for a second opinion from medical staff where appropriate
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To not be kept waiting for a booked appointment for more than 30 minutes except in exceptional circumstances
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To receive treatment in line with current medical guidelines
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To have access to an interpreter whenever possible (we will need advance notice)
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To receive treatment regardless of race, gender, age, social class, religion, sexual orientation, appearance, disability or medical condition
You have the right to:
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To arrive promptly for appointments and report to reception desk on arrival
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To behave in a non-threatening, non-violent manner to all members of staff. The practice will remove any patient who is violent to any clinician, staff member or other persons on the practice premises or in a place treatment is provided.
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To notify the practice if unable to attend an appointment
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To notify the practice in any change of circumstances e.g. address, surname or telephone number
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To book ahead if wishing to be seen by a specific Doctor (on the day appointments are on a first come first served basis)
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To treat all healthcare staff politely and with respect
Use of Personal Health Data
The practice complies with the Data Protection Act and access to Medical Records legislation. Personal records documenting past and present treatment are held in computer and paper form. At all times great care is taken to ensure that high standards of confidentiality are maintained in respect of any records held. We use the information that we hold on patients for their benefit – e.g. reviewing and monitoring patients with a particular condition. We also use the information for other reasons such as internal practice research, audits, training and planning purposes. All staff are bound by the Data Protection Act and confidentiality is maintained at all times. The current Data Protection Act gives you the right to access your medical records.
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Information sharing – Confidential information will be shared in the following circumstances:
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Providing further medical treatment e.g. district nurses/hospital services
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To gain access to other services e.g. social work. This requires consent.
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When requested under law e.g. notification of certain diseases such as meningitis to the Communicable Disease Department.
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When we have a duty to others e.g. in child protection cases
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Patients have the right to see medical information held about them except:
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If it contains information about a third party who do not consent to disclosure
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If imparting the information is likely in the Doctor’s view to result in serious physical or mental harm to the patient.
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Any patient wishing access to medical records should apply in writing to the practice stating the reason for this request. An appointment will be made so that a member of the team is available to answer your queries.
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The Freedom of Information Act (Scotland) 2002 recognises that members of the public have a right to know how public services are organised and run. Merse Medical Practice is obliged to respond to requests about recorded information that it holds. The Act creates a right of access to that information, subject to certain exemptions.
Complaints Procedure Policy
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.
To pursue a complaint please contact the Business manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception.
Unacceptable Actions Policy – Merse Medical Practice
The Practice believes that complaints have a right to be heard, understood and respected. We work hard to be open and accessible to everyone.
Occasionally, the behaviour or actions of individuals using our service make it very difficult for us to deal with their complaint. In a small number of cases, the actions of individuals become unacceptable because they involve abuse of our staff or our process.
When this happens, we have to take action to protect our staff. We also consider the impact of the behaviour on our ability to do our work and provide a service to others.
This policy explains how we will approach these situations.
Chaperone Policy
Our 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; the safety of everyone is of paramount importance.
All medical consultations, examinations and investigations are potentially distressing. Patients can find examinations, investigations or photography involving the breasts, genitalia or rectum particularly intrusive (these examinations are collectively referred to as ‘intimate examinations’). Consultations involving dimmed lights, the need for patients to undress or intensive periods of being touched may also make a patient feel vulnerable.
Chaperoning is the process of having a third person present during such consultations to provide support, both emotional and sometimes physical, to the patient, to provide practical support to the Doctor as required, and also to protect the Doctor against allegations of improper behaviour during such consultations.
Duty of Candour
We share a common purpose with our partners in health and social care – and that is to provide high quality care and ensure the best possible outcomes for the people who use our services. Promoting improvement is at the heart of what we do. We know that we deliver exceptional care on a daily basis but sometimes things go wrong and it’s how we deal with these incidents – that is important.
Violent and Abusive Patients Policy
The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.
Social Media Policy
Patients are reminded that if they are found posting any derogatory, defamatory, or offensive comments on any social media that are directed to the Practice or members of staff on social networking sites, this may result in them being removed from the Practice list.
If any such posts are brought to our attention we will contact the patients. This will be viewed as a potential break down in the Doctor / Patient relationship and may result in you being removed from our list. If the comments are abusive or extreme we reserve the right to immediately remove you from our list and / or involve the Police.