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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 Records

In accordance with the Data Protection Act 1998 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the practice manager and may be subject to an administration charge. No information will be released without the patient consent unless we are legally obliged to do so.

Complaints

Customer service form

The practice takes complaints very seriously and operates a complaints procedure. If you are unhappy about any aspect of the care you receive from us please contact us at your earliest opportunity so we can make things right. You might want to speak directly to the person, the Senior Receptionist or the Practice Manager. If you would rather make a formal complaint please refer to our FMP Complaints Procedure and the Complaint Form.docx.

You may also approach any member of the practice team, who will be able to provide information regarding our complaints procedure. It is helpful if you could inform us of any problems as soon as possible after the incident to aid a quick and thorough investigation.

If you would prefer talk to someone not involved in your care you can contact the Feedback Team in the following ways:

  • By telephone on 01463 705997
  • By letter, writing to The Feedback Team, NHS Highland, PO Box 5713, Inverness IV1 9AQ
  • By email, nhshighland.feedback@nhs.netplease provide your full postal address and telephone details and that of the patient if you are complaining on behalf of somebody
  • By using the NHS Highland Complaint Form below. This form must be downloaded, completed and sent to either the postal or email address given above.

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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