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.
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: firstname.lastname@example.org
Users of the National Health Service have 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.
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.
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.
Model Publication Scheme 2014
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
General Data Protection Notice for the patients of the Red Practice
1. About Us
The RED PRACTICE processes personal identifiable information that relates to patients and is therefore required by law to comply with the General Data Protection Regulations (GDPR), which protect your privacy and ensure that your personal information is processed fairly and lawfully.
2. About the personal information we use
We use personal information on different groups of individuals including:
- Complainants, enquirers
- Professional experts and consultants
The personal information we use includes information that identifies you like your name, address, date of birth and postcode.
We also use more sensitive types of personal information, including information about racial or ethnic origin; religious; genetic and biometric data, health; sexual orientation.
The information we use can relate to personal and family details; education, training and employment details; financial details; lifestyle and social circumstances; visual images; details held in the patient record.
3. Our purposes for using personal information
We use personal information to enable us to provide healthcare services for patients; research; supporting and managing our employees; maintaining our accounts and records.
4. Our legal basis for using personal information
The RED PRACTICE, as data controller, is required to have a legal basis when using personal information. THE RED PRACTICE considers that performance of our tasks and functions are in the public interest. So when using personal information our legal basis is usually that its use is necessary for the performance of a task carried out in the public interest, or in the exercise of official authority vested in us. In some situations we may rely on a different legal basis; for example, for compliance with a legal obligation to which The RED PRACTICE is subject to, for example under the Public Health etc (Scotland) Act 2008 we are required to notify Health Protection Scotland when someone contracts a specific disease.
When we are using more sensitive types of personal information, including health information, our legal basis is usually that the use is necessary:
• for the provision of health or social care or treatment or the management of health or social care systems and services; or
• for reasons of public interest in the area of public health; or
• for reasons of substantial public interest for aims that are proportionate and respect people’s rights, for example research; or
• in order to protect the vital interests of an individual; or
• For the establishment, exercise or defence of legal claims or in the case of a court order.
On rare occasions we may rely on your explicit consent as our legal basis for using your personal information. When we do this we will explain what it means, and the rights that are available, to you. You should be aware that we will continue to ask for your consent for other things like taking part in a drug trial, or when you are having a minor surgical procedure.
5. Who provides the personal information
When you do not provide information directly to us, we receive it from other individuals and organisations involved in the delivery of health and care services in Scotland. These include NHS Boards and primary care contractors such as dentists, pharmacists and opticians; other public bodies e.g. Local Authorities and suppliers of goods and services.
6. Sharing personal information with others
Depending on the situation, where necessary we will share appropriate, relevant and proportionate personal information in compliance with the law, with the following:
- Our patients and their chosen representatives or carers
- Current, past and potential employers
- Healthcare social and welfare organisations
- Suppliers, service providers, legal representatives
- Auditors and audit bodies
- Educators and examining bodies
- Research organisations
- People making an enquiry or complaint
- Financial organisations
- Professional bodies
- Business associates
- Police forces
- Security organisations
- Central and local government
- Voluntary and charitable organisations
7. Transferring personal information abroad
It is sometimes necessary to transfer personal health information overseas for example if you require urgent medical treatment abroad. When this is needed information may be transferred to countries or territories around the world. Any transfers made will be in full compliance with NHSScotland Information Security Policy.
8 Retention periods of the information we hold
Within The RED PRACTICE we keep personal information as set out in the Scottish Government Records Management: NHS Code of Practice (Scotland) Version 2.1 January 2012. The NHS Code of Practice sets out minimum retention periods for information, including personal information, held in different types of records including personal health records and administrative records. We maintain a retention schedule detailing the minimum retention period for the information and procedures for the safe disposal of personal information.
9. How we protect personal information
We take care to ensure your personal information is only accessible to authorised people. Our staff have a legal and contractual duty to keep personal health information secure, and confidential. The following security measures are in place to protect personal information:
• All staff undertake training in Data Protection and IT Security
• Compliance with NHS Scotland Information Security Policy
• Organisational policy and procedures on the safe handling of personal information
• Access controls and audits of electronic systems
10. Your rights
This section contains a description of your data protection rights.
- The right to be informed
We must explain how we use your personal information. We use a number of ways to communicate how personal information is used, including:
• This Data Protection Notice
• Information leaflets
• Discussions with staff providing your care
- The right of access
You have the right to access your own personal information. This right includes making you aware of what information we hold along with the opportunity to satisfy you that we are using your information fairly and legally.
- You have the right to obtain:
• Confirmation that your personal information is being held or used by us
• Access to your personal information
• Additional information about how we use your personal information
Although we must provide this information free of charge, if your request is considered unfounded or excessive, or if you request the same information more than once, we may charge a reasonable fee.
If you would like to access your personal information, you can request this information by contacting the:
Perth PH1 1PP
Once we have received your request and you have provided us with proof of identity and enough information for us to locate your personal information, we will respond to your request within one month. However If your request is complex we may take longer, by up to two months, to respond. If this is the case we will tell you and explain the reason for the delay. Please note that copies of the information requested are available in both a paper format and CD format. All copies must be collected in person by the person requesting the information or their personal representative who must have identification and written permission from the applicant.
- The right to rectification
If the personal information we hold about you is inaccurate or incomplete you have the right to have this corrected.
If it is agreed that your personal information is inaccurate or incomplete we will aim to amend your records accordingly, normally within one month, or within two months where the request is complex. However, we will contact you as quickly as possible to explain this further if the need to extend our timescales applies to your request. Unless there is a risk to patient safety, we can restrict access to your records to ensure that the inaccurate or incomplete information is not used until amended.
If for any reason we have shared your information with anyone else, perhaps during a referral to another service for example, we will notify them of the changes required so that we can ensure their records are accurate.
If on consideration of your request THE RED PRACTICE does not consider the personal information to be inaccurate then we will add a comment to your record stating your concerns about the information. If this is case we will contact you within one month to explain our reasons for this.
If you are unhappy about how THE RED PRACTICE has responded to your request for rectification we will provide you with information on how you can complain to the Information Commissioner’s Office.
- The right to object
When The RED PRACTICE is processing your personal information for the purpose of the performance of a task carried out in the public interest or in the exercise of official authority you have the right to object to the processing and also seek that further processing of your personal information is restricted. Provided The RED PRACTICE can demonstrate compelling legitimate grounds for processing your personal information, for instance; patient safety or for evidence to support legal claims, your right will not be upheld.
- Other rights
There are other rights under current Data Protection Law however these rights only apply in certain circumstances. If you wish further information on these rights please contact the Practice Manager
- The right to complain
NHS Tayside employs a Data Protection Officer to check that personal information is used in a way that meets data protection law. NHS Tayside’s Data Protection Officers contact details are.
Data Protection Officer, Maryfield House (South), Mains Loan, Dundee, DD4 7BT, Telephone 01382 424436
You also have the right to complain about how we use your personal information to the Information Commissioner’s Office (ICO). Details about this are on their website at www.ico.org.uk.
10. Translation Service/ Accessibility
Documents can be made available in other languages and formats on request.
Are you interested in joining our Patient Participation Group?
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
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.
Neil A McFarlane
These procedures are for complaints raised about the level of service you have received from the Red Practice.
If you wish to make a complaint about the service you have received from the NHS Tayside please contact:
The Complaints and Feedback Team
Tel: 0800 027 5507