Patient rights & Responsibilities
Patients have a legal right to:
- Access to the NHS regardless of income
- Information about GPs in your area and the services they offer.
- Be registered with a GP.
- Be referred by a GP for further treatment if necessary.
- Accept or refuse treatment including examination, tests and diagnostic procedures.
- Equal treatment regardless of race, gender, age or disability.
- Make a complaint about health services.
- and obtain a copy of your medical records.
Patients have a right of access to an extended Primary Health Care Team who are appropriately trained and subject to on-going regular professional development. They can expect to be seen in a safe and friendly environment. They have a right to be treated courteously and with respect for their privacy and dignity.
Patients have a right to complete confidentiality both at a personal level and with regard to data protection at all stages of their contact with the practice.
Patients have a responsibility to:
Familiarise themselves with practice routine
Treat all staff with courtesy
Inform the surgery if they are likely to be late for an appointment and give as much notice as possible if they wish to cancel an appointment
The practice encourage people to become personally responsible for their own health.
The practice has a zero tolerance policy with regard to physical and verbal aggression towards any member of the practice healthcare or reception staff. Patients being physically or verbally aggressive may be removed from the practice list.
Data Protection & Your Right to Information
The practice is registered with and complies with the Data Protection Act 1984.
The practice is subject to regular audit and inspection.
In order to provide care for you we are obliged to keep records. This is increasingly done using computers. We are obliged to comply with the Data Protection Act 1998 and other guidance on privacy and data confidentiality and we take this very seriously.
In order to manage services and improve the quality of care we provide we share some information on practice activity e.g. with Community Health Partnership (CHP), Health Boards & Trusts, Scottish Office and Common Services Agency. Whenever possible this information is anonymised i.e. names and other identifying details are removed.
Information is NOT shared with any third party outside the Health Service (e.g. Insurance, employer, solicitor) without your explicit consent and agreement. We are obliged by law to provide certain information e.g. notification of certain infectious diseases.
If you have any questions or wish to know more please contact Rachel McArthur the Practice Manager.
Freedom of Information Action (Scotland) 2002
- The Freedom of Information (Scotland) Act 2002 recognises that members of the public have the right to know how public services are organised and run, how much they cost and how the decisions are made.
- The 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 listed in the Act.
- Under the Data Protection Act 1998, you are also entitled to access your clinical records or any other personal information held about you and you can contact Rachel McArthur, Practice Manager to do this.
Our Responsibilities to You
Your Responsibilities to Us
|We are committed to giving you the best possible advice.||Help us to help you.|
|You will be treated as a partner in the care and attention you receive. You will be treated as an individual and will be given courtesy and respect at all times, irrespective of your ethnic origin, religious belief, personal attributes or the nature of your health problems.||Being a partner means that we have responsibilities to each other. We ask that you treat the doctors, all practice staff and their families with the same courtesy and respect.|
|Following discussion you will receive the most appropriate care, given by suitably qualified people. No care or treatment will be given without your informed consent.||In return we would ask you to try and follow the medical advice offered, and to take any medication as advised.|
|We will give you full information about the services we offer. Every effort will be made to ensure that you receive the information which directly affects your health and the care being offered.||Please read our practice leaflet. This will help you to get the best out of the services we offer.|
|People involved in your care will given you their names and ensure that you know how to contact them.||Please let us know if you change your name, address or telephone number. Due to the high cost of mobile telephone connections, we would rather use a landline wherever possible.|
|It is our job to give you treatment and advice. In the interest of your health it is important for you to understand all the information given to you.||Please ask us questions if you are unsure of anything.|
|We will arrange a home visit as appropriate for those patients who are too ill or infirm to be brought to the surgery.||We need help too. Please ask for home visits by the doctor only when patients are too ill to visit the surgery.|
|Please do not ask for a home visit unless the patient cannot be brought to the surgery. In particular, most children can quite safely be brought to the surgery by car.|
|Please ensure that your request for a home visit reaches the surgery before 10.30am unless a genuine emergency arises later.|
|Outside surgery hours, Perth Emergency Doctor Service provides cover for emergencies at all times, but please do not call out of hours unless about something which cannot wait until the next day.|
|We run an appointments system in this practice. You will be given a time at which the doctor or nurse hopes to be able to see you. Requests for home visits and same day appointments are triaged by our specially trained nurses, to ensure that you get the service that you need.||Please do everything you can to keep appointments, tell us as soon as possible if you cannot, and be ready to tell us details of your past illnesses, medication, hospital admissions and any other relevant details.|
|We will try to ensure that you are seen on time, but some consultations take longer than others and we have no way of knowing about this in advance. If there is a patient with an emergency or a serious problem we will given them priority. When there is a prolonged delay, an explanation will be given by they receptionist.||Please try to be punctual. If you arrive later than your appointment time this may cause delays and inconvenience to other patients. Please ask for more than one appointment if you want more than one patient to be seen. If we are running late, please be patient, because on another occasion it might be you that needs the extra time. Please do not blame the receptionist.|
|We will provide you with information about how to make suggestions or complaints about the care we offer. We want to improve our services and we will therefore welcome any comments you have.||Please read our practice leaflet which will tell you about the arrangements we have made to receive your comments.|
|We will try to answer the phone promptly and to ensure that there is sufficient staff available to do this.||Please keep your phone call brief and avoid calling during peak morning time (8 – 10.30am) for non-urgent matters.|
|If you have undergone tests or x-rays ordered by the practice, we will inform you of the results at your next appointment. If no further appointment needs to be arranged, results are available by telephone after 2pm daily.||Please call for results after 2pm as they are more likely to be available and the telephone lines are less busy.|
|The practice will offer patients advice and information on:||You are responsible for your own health and that of your children and should take appropriate action and advice. There is advice for some common ailments in our practice leaflet.|
|Steps they can take to promote good health and avoid illness|
|Self-help which can be undertaken without reference to a doctor, in the case of minor ailments|
|If you are totally dissatisfied with us or the services we provide, you have the right at any time to leave our list and to register with another practice.||We also have the right to have patients removed from our list. In general we will only exercise this right in the case of patients who repeatedly and persistently ignore their own responsibilities to us and to other patients.We will remove from our list immediately, patients who are violent or seriously abusive towards any of our health professionals or practice staff.|