Group Practice Coat of Arms
   
Stornoway and Habost    
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Further Information


Confidentiality

To provide you with the care you need we hold details of your consultations, illnesses, tests, prescriptions and other treatments that have been recorded by everyone involved in your care and treatment e.g. GP, Health Visitor, Practice Nurse.  This information is stored both on paper and electronically.  The practice is registered under the Data Protection Act for this purpose.  You are entitled to see your medical records on written request and you may take copies.  There is a charge for any copies.

Where it is necessary, relevant information is exchanged with other health professionals, such as for hospital referrals, or to central systems such as health monitoring and screening.  No information is however disclosed outside of the health service without your permission unless we are required to do so by law, such as for a court case, child protection, or public health.

 Anonymous patient information may 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.

When the surgery is closed NHS 24 or Accident and Emergency can access your Emergency Care Summary. Please tell the surgery if you do not want your summary accessed by the emergency care.

If you want any more information on this we have a more detailed leaflet available: please ask at reception.

Our Partnership with 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.

Conduct

We recognise that consulting a doctor or nurse may be at a time of stress.  However, the Practice has a policy of zero tolerance in respect of violence, aggresive behaviour or abuse, whether physical or verbal, to doctors, staff of the practice or other patients. The practice considers aggressive behaviour to be any personal, abusive and/or aggressive comments, cursing and/or swearing, physical contact and/or aggressive gestures.

All instances of actual physical abuse on any doctor or member of staff, by a patient or their relatives will be reported to the police. In the rare event of a patient being violent or threateningly abusive to staff or other people in the surgery, we may call the police, and we may ask the Health Board to remove you from our list and will have to then be seen under special arrangements through the Western Isles NHS Board.

Patient comments, complaints or suggestions

If you have any comments, complaints or suggestions about the service that you have received from the doctors or staff working in either Stornoway or Habost please speak to any of the staff, nurses or doctors.  We operate an in-house complaints procedure in accordance with national guidelines.  Our Practice Manager will give you further details and our complaints leaflet.  Our aim is to give the highest possible standard of service and we deal swiftly with any problems that may occur.

In addition the The Patient Advice and Support Service can be accessed through any Scottish citizens advice bureau. There is more information about the service at www.patientadvicescotland.org.uk/

If you feel that the Practice and/or NHS Western Isles have not handled your complaint correctly, you have the right to appeal to the Ombudsman. The contact details are:

Scottish Public Services Ombudsman
4 Melville Street
Edinburgh
EH3 7NS

Tel. 0870 0115378

 

 

 

 
 

 

 

 

 

 

 

Confidentiality How the NHS protects your personal information

Leaflet

 

Health Records
How to see your Health Records

Access Records

 

Patient Advice & Support Service
Free confidential independent advice