Patient Information

Our Responsibilities to You

  • We are committed to giving you the best possible advice.
  • 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.
  • 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.
  • 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.
  • People involved in your care will give you their names and ensure that you know how to contact them.
  • 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.
  • We will arrange a home visit as appropriate for those patients who are too ill or infirm to be brought to 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.
  • 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 give them priority. When there is a prolonged delay, an explanation will be given by 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.
  • We will try to answer the phone promptly and to ensure that there is sufficient staff available to do this.
  • 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.
  • The practice will offer patients advice and information on:
    • 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.

 

Your Responsibilities to Us

  • Help us to help you.
  • 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.
  • In return we would ask you to try and follow the medical advice offered, and to take any medication as advised.
  • Please read our practice leaflet. This will help you to get the best out of the services we offer.
  • 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.
  • Please ask us questions if you are unsure of anything.
  • We need help too. Please ask for home visits by the doctor only when patients are too ill to visit the surgery.
  • 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.
  • 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.
  • Please read our practice leaflet which will tell you about the arrangements we have made to receive your comments.
  • Please keep your phone call brief and avoid calling during peak morning time (8 - 10.30am) for non-urgent matters.
  • Please call for results after 2pm as they are more likely to be available and the telephone lines are less busy.
  • 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.
  • 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.

Patient Responsibilities

You will be treated with respect and as a partner in your care. Being a partner means you have responsibilities too. We will:

  • Ensure our patients have 24-hour access to medical advice. • Aim for you to have access to a suitably qualified medical professional within 48 hours of your initial contact during surgery hours, or in an urgent case, the same day.
  • Work in partnership with you to achieve the best medical care possible.
  • Involve you and listen to your opinions and views in all aspects of your medical care.
  • The prevention of disease, illness and injury is a primary concern. The medical staff will advise and inform you of the steps you can take to promote good health and a healthy lifestyle.

We would respectfully ask that you:

  • Let us know if you intend to cancel an appointment, running late or have missed an appointment.
  • Treat staff with courtesy and respect. Reception staff may have to ask some personal questions to assist us in providing you with the best service.
  • Inform the practice staff of any alterations in your circumstances, such as change of surname, address or telephone number. Please ensure that we have your correct telephone number, even if it’s ex-directory.

As patients, you are responsible for your own health and that of any dependants.

It is important that you adhere to information and advice given to you by health professionals, and co-operate with the practice in endeavouring to keep you healthy.

Rights and Responsibilities

reproduced from a leaflet issued by Tayside Health Council, 17 Bank Street, Dundee, DD1 1RL. Tel. 01382 228212; Email: taysidehealthcouncil@thb.scot.nhs.uk

Users of the National Health Service have rights. 

Legislated Rights

Rights that have been written into law by means of Parliamentary Acts or Bills. (For example, Access to Health Records Act 1990).

As a patient of the NHS you have guaranteed, Legislated Rights.

  • You are entitled to receive health care on the basis of clinical need, regardless of your income.
  • You are entitled to be registered with a Medical Practice. If a Practice is unwilling to take you on his/her list.
  • You should be given a written reason for this decision. Primary Care Services can arrange for you to be registered with a Practice.
  • You are entitled to change your Practice at any time.
  • You do not have to give a reason for your decision.
  • You are legally entitled to accept or refuse treatment as you see fit. This includes examinations, tests, diagnostic procedures, medication, operations, etc.
  • You can refuse to be examined or treated in the presence of medical students.
  • You can refuse to be involved in research trials. If you do not agree to be involved in research trials, you can withdraw at any time.
  • You are entitled to equal treatment regardless of race, gender, age or disability.
  • You have a right to information on GP Practices in your area and the services they provide. All practices must provide an information leaflet.
  • You are legally entitled to make a complaint about health services. Tayside Health Board can assist you with this. (Contact 0800 027 5507).
  • You have a right to confidentiality. Personal information about your health is confidential and should only be disclosed to those who need that information to provide you with effective treatment.

Access to your Health Records.

  • You have a legal entitlement to see health records. All records stored on computer can be accessed.
  • You are entitled to copies of your records however a charge may be levied.
  • If you wish to see your records you should apply in writing to the General Manager.

Obtaining Results

Please telephone 01738 625842 weekdays between 2.00pm - 6.00pm for test results.

The practice has a strict policy regarding confidentiality and data protection. We will only release test results to the person to whom they relate unless that person has given prior permission for the release of the results or if they are not capable of understanding the results.

Aggressive Behaviour

The practice considers aggressive behaviour to be any personal, abusive and/or aggressive comments, cursing and/or swearing, physical contact and/or aggressive gestures.

The practice will request the removal of any patient from the practice list who is aggressive or abusive towards a doctor, member of staff, other patient, or who damages property.

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 as an assault.

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.

Freedom of Information

The Freedom of Information (Scotland) Act 2002 (FOISA) provides individuals with a right of access to recorded information held by Scotland’s public authorities. Anyone can use this right, and information can only be withheld where FOISA expressly permits it. FOISA provides that GPs are public authorities, to a certain extent, and you will have a right to access certain information held by GPs. A large proportion of the recorded information held by GPs is personal information contained in medical records. Personal information can be withheld under FOISA, but you have rights to access your own medical records under other legislation and this is explained in this scheme.

Section 23 of FOISA also requires that all Scottish public authorities maintain a publication scheme. A publication scheme sets out the types of information that a public authority routinely makes available. This scheme has been approved by the Scottish Information Commissioner, who is responsible for enforcing FOISA. We are also obliged to review this scheme from time to time.

The purpose of the scheme is to provide you with details of the range of information that we routinely publish. The scheme also provides details of how you can access this information, and tells you whether it is available free, or if there is a charge for the information. With this scheme we aim to improve public access to the information we hold and to encourage public awareness, and participation in, the decisions we make.

Alongside FOISA, the Environmental Information (Scotland) Regulations 2004 (the EIRs) provide a separate right of access to the environmental information that we hold. This publication scheme also contains details of the environmental information that we routinely make available.

Where information is not published under this scheme, you can request it from us under FOISA or, in the case of environmental information, the EIRs. For further information on accessing information not covered by this scheme, refer to Section 11 – How to access information not available under the scheme.

Freedom of information - Publication Scheme

Data Protection Act - Your Medical Health Records

Guidance for Accessing your Medical Records

Application Form to Access your Medical Records

Model Publication Scheme 2014

Introduction

The Freedom of Information (Scotland) Act 2002 (the Act) requires Scottish public authorities to adopt and maintain a publication scheme. Authorities are under a legal obligation to: Publish the classes of information that they make routinely available Tell the public how to access the information and whether information is available free of charge or on payment. The Act also allows for the development of model publication schemes which can be adopted by more than one authority.

About this scheme

This single Model Publication Scheme has been produced and approved by the Scottish Information Commissioner. It is approved until 31 May 2018. It is suitable for adoption by any authority listed in Part 4 of Schedule 1 of the Act (the National Health Service) and any organisation subject to the Act as a result of the Freedom of Information (Scotland) Act 2002 (Designation of Persons as Scottish Public Authorities) Order 2013 (recreational, sporting, cultural or social bodies established and financed, wholly or in part, by Scottish local authorities). The Red Practice, Perth as an organisation covered by Part 4 of Schedule 1 of the act and has adopted the Model Publication Scheme.

Please see the following link for details: Red Practice Model Publication Scheme

Patient Confidentiality

In order to comply fully with the Data Protection Act 1998 (DPA98), we need to make sure that our patients are aware of how we handle their medical records, both as paper files and electronic databases. Please read the rest of this leaflet in order better to understand how we use medical information.

Medical Files

Doctors need to keep notes about any diagnoses, test results, treatments, including drugs prescriptions, etc. to provide better healthcare in the future, and also in case of legal dispute. These notes are usually paper files, stored in a records room, but are now often held as electronic records, which are more flexible and easily found, but raise new issues of security and confidentiality. Nurses and other health professionals may also need access to these records, and will add their own notes as part of the overall healthcare provision. Secretaries, receptionists, and other clerical staff will need access to some of the records in order to do administrative tasks, such as: booking appointments and communicating with patients and other parts of the NHS. Many patients would not be aware of this. We provide information by law (e.g. the Communicable Diseases Act I978 - to prevent the outbreak of certain highly contagious diseases) to protect patients and the public at large.

How we protect the information

The sensitivity of patient information should be well understood within the NHS. All staff and contractors are trained to understand their duty of confidentiality to patients, and have this written in their contracts. We keep paper and electronic records securely to prevent unauthorised access or misuse. Wherever practicable, we also remove references to personal details such as name and address, and often restrict it further to reduce the chances of anyone identifying a record as relating to an individual.

Staff Relatives and Friends

We have the ability to limit access to individual medical records. This means that the doctor can only access your medical information. Please discuss this with the doctor.

Activity and Accounting information

In order to manage the NHS, information concerning treatments, drugs prescribed, numbers of patients seen, etc. is needed, and hospitals and general practices provide this information in returns to various central bodies. Such information normally has personal details such as name and address removed wherever possible. These returns are checked against patient files to prevent fraud as part of the NHS's statutory obligations. NHS Fraud Office will contact patients to get their consent before records are checked.

Planning

We need to be able to plan ahead about treatments patient numbers, etc., but this uses summary information, not personal information.

Medical research

Some medical research will involve patients directly (especially if taking part in clinical trials) when the circumstances will be fully explained, and the patent's express consent required. If they do not consent, then they will not he included in the trial. Other research only requires access to medical statistics, and can greatly improve our understanding of health, and how to treat patents more effectively. Generally, researchers only need information about groups of people, so that no individual information is apparent. In some cases, they need individual records, but wherever possible these are provided in an 'anonymised' form (so individuals cannot be identified). If researchers need access to individual medical files, then we will contact patents first for their consent (and before this the researchers must present their case before an Ethics Committee to check that their research is appropriate and worthwhile). Rarely, it may not be practicable (or even possible) to contact individuals for their consent, in which case the researchers must make their case before a Confidentiality Committee to show that there is enough benefit to the public at large to justify this.

Teaching

Some medical files are needed to teach student clinicians about rare cases.

Managing the data

We need to move electronic information between systems, extracting the data and modifying it for the next system. Occasionally, tests will need to be made on the data to check that it has been transferred correctly. This will only be done under carefully controlled confidentiality.

Other Agencies

The NHS is not the only government service to provide care, e.g. Social Services, and it will be necessary for us to provide other agencies with appropriate information, but only with patients' express consent (or that of their relatives if the patent is too ill).

Reference: Donovan C, Hadley A, Jones M, Martin J, Mawer C, McPherson A, Romano-Critchley G. Confidentiality and Young People. Royal College of General Practitioners and Brook. London. 2000

Are you interested in joining our Patient Participation Group?

Contact Reception

We have a very relaxed meeting every few months in the practice and are happy to hear what the patients have to say and to share information with them.

If you are interested in coming along, please give your name to the receptionist and you will be advised when the next meeting is to be held.

Meetings normally run for about 1 hour.

 

Open Invitation to Join our Patient Forum

Dear Patient

We are all aware of the rapid and numerous changes that effect General Practice and the NHS in Scotland. The Red Practice Team would like our Patients to have a say on proposed changes and policies in the Practice through joining our Patient Forum

The Red Practice Patients Forum is a group of patients who have volunteered to provide feedback to the Practice about proposed or suggested changes to Practice policies and procedures. This is a voluntary, unpaid role that will only take a few minutes of your time during the year. You can join by giving your name and e-mail address to any of our Reception Team.

How does it work?

We will contact you by email during the year when we need your opinion on a proposed change. We will ask you for your thoughts on the issue and look to receive a reply by email from you.

How many patients can join?

There is no limit to the number of patients who can join in fact the more the merrier, all we ask is that you have an email address and are willing to take part.

Can Patients raise issues?

The Patient Forum is not the place to raise individual questions about your health care or complaints; these should be done through the usual channels however; we would welcome any suggestions from you about the Practice.

If you would like to join or have any further questions, please ask one of our receptionists.

Yours sincerely

Neil A McFarlane
Practice Manager

Complaints Procedure

Practice Complaints Leaflet

If you have a complaint or concern about the service you have received from the Doctors or any of the Staff working in this Practice, please let us know. We operate a Practice Complaints Procedure as part of an NHS system for dealing with complaints. Our complaints system meets national criteria.

How to complain

If you have any complaints regarding the Services provided by Red Practice Whitefriars Surgery, please contact:

Mr Neil A McFarlane
Practice Manager
Red Practice Whitefriars Surgery
Whitefriars Street
Perth
PH1 1PP
Tel: (01738) 625842
Email: neil.mcfarlane@nhs.net

Complaints can be made in person, by letter, by telephone and by email. Any complaint will be acknowledged within two working days and we will respond in full within twenty working days.

Complaining on behalf of someone else

Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A mandate signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this. If you are a parent, guardian, or main carer and your child is not mature enough to understand how to make a complaint.

Independent advice and support

We hope that if you have a problem, you will make use of our Practice Complaints Procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. But if you feel you are unhappy about the outcome to any complaint you may contact: The Scottish Public Services Ombudsman 4 Melville Street Edinburgh EH3 7NS Tel: 0870 011 5378

If your complaint relates to the care of a Mental Health or Learning Disabled patient you can also seek advice from the Mental Welfare Commission by writing to: The Secretary Mental welfare Commission for Scotland K Floor Argyll House 3 Lady Lawson Street Edinburgh EH3 9SH Tel: 0131 222 6111 Email: support@mwc.scot.co.uk

NHS Tayside

NHS Tayside has a separate complaints and advice team which can be contacted on Freephone: 0800 027 5507 or email complaints.tayside@nhs.net. This team will be able to give impartial advice and support but it must be made clear that NHS Tayside cannot assume responsibility for either the circumstances leading to the complaint or for the resolution of the complaint as this rests solely with the GP Practice.

Opening Hours

Monday       08.00 - 18.30

Tuesday      08.00 - 18.30

Wednesday 08.00 - 18.00

Closed Wednesdays  12.00 - 13.30

Thursday     08.00 - 18.30

Friday          08.00 - 18.30

Closure Information

Out of Hours

Between 18.00 - 8:00
Weekends & Public Holidays
Please contact NHS 24 - DIAL 111 Please only use this service for problems that cannot wait until the next working day.

Contact Information

Repeat Prescriptions

Call 01738 625842
(select Option 2)
or
Order your repeat prescription online.

Login to Online Services

How to Register for Online Services

Contact Information

Reception  Reception: 01738 625842

Prescriptions Prescriptions: 01738 625842

District Nurses District Nurses: 01738 473317

Health Visitors Health Visitors: 01738 445173

Fax Fax: 01738 646857