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Practice Policies

Confidentiality & Medical Records

Locked blue folderThe practice complies with data protection and access to medical records legislation. Identifiable information 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.
  • When we have a duty to others e.g. in child protection cases 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.

Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.

Freedom of Information

Information about the General Practioners and the practice required for disclosure under this act can be made available to the public. All requests for such information should be made to the practice manager.

Access to Medical Records

Patients wishing to see their medical records may do so by appointment with the practice manager. A fee will be made if any copies are requested

Ballater Patient’s Charter

The Ballater Surgery Patient’s Advisory Group (comprising patients) and the Ballater Team have developed a Patient’s Charter, available on request. We are always interested to hear your views on how our services can be improved. Our newsletter will inform you of new services.

Chaperone

If you would like a chaperone when you see the doctor or nurse, please feel free to bring someone with you, or ask at reception when making your appointment. If you wish to be examined by a female doctor, please check with reception when making your appointment.

Disabled access

There is wheelchair access to ground floor, dentist and toilet. All practice services can be provided from the ground floor for the disabled and we have a wheelchair available for patients use if necessary. There is parking for the disabled on the forecourt.

Violence towards GPs and staff

All members of our team have the right to carry out their work without threat of violence. Like the rest of the NHS, we operate ‘zero tolerance’ and will remove from the list any patient who is physically or verbally abusive or threatening towards any team member or other patients. We treat all our patients with respect, we expect the same.


Complaints & Concerns

If you wish to make a complaint or raise a concern about the service or treatment you have received please raise it with the member of staff concerned or the Practice Manager and we will try to sort your concerns immediately. If the compliant is complex or you wish for a more considered approach to be taken please put your complaint in writing addressed to the Practice Manager.

Please ask at reception for our complaints leaflet for further information on raising a complaint.

Complaints

Customer service formWe 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 practice manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception.

Violence 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.



 
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