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Practice Policies

Freedom of Information Act

You are entitled to access certain information about the surgery, its staff, and activities.  You are also entitled to access clinical and personal information held about you. 

All information at Cruden Medical Group is held, retained and destroyed in accordance with NHS Scotland guidelines.

The Freedom of Information Act 2000 recognises that everyone has the right to know how public services, such as NHS Grampian, are organised, run,  how much they cost and how you can make complaints if you need to. You have the right to know which services are being provided, the targets that are being set, the standards of service that are expected, the results achieved and how decisions are made.

Since January 1st 2005 the Freedom of Information Act requires all General Practices to respond to requests about information they hold, and it will create a right of access to that information. The rights to request and access this information are subject to some exemptions, which a General Practice has to take into consideration before deciding what information can be released.

Statutory Information

Here we will provide you with all of the statutory information required by the practice.    Should you require any further information please do not hesitate to contact our Practice Manager.

Sharing of Information

When you join the practice, information about you is recorded in electronic form. Some of this information may be shared for research and audit studies. All healthcare professionals are duty bound to protect your privacy and confidentiality. Only authorized personnel will have access to you records. We comply fully with the Data Protection Act 1998 in storing and processing your information. In joining the Practice you are also agreeing for any details to be shared with select legitimate parties, hospitals, consultants etc.

Protection and Use of Patient Information       

Data Protection Act 1998 

GPs place paramount importance on service and your expectations to provide you with optimum health care and treatment.  To this end, we need accurate personal information from you, which we review regularly for changes in circumstances.  To ensure that you receive the best possible care and that we can all work together for your benefit, there may be occasions when we need to share some information about you with others.

  • Everyone working for NHS Grampian or collaborative organisations (e.g. social work) receiving information from us has a professional and legal duty to keep information about you confidential.  The main reasons for which your information may be needed are:- providing you with health care and treatment.
  • Looking after the health and social welfare of the general public.
  • Ensuring that our services can meet patients needs in the future.
  • Helping staff review care provided, thus ensuring the highest standard
  • Training and educating staff (consent will always be obtained first).
  • Investigating complaints or legal claims.
  • Statistical analysis and research (you will NOT be identified in any
  • Published results or papers without prior consent).
  • Preparing statistics on performance and activity (steps are taken to ensure you cannot be identified).

If you would like to know more about how we use your information, please ask to speak to the person in charge of your care.

You have a right to obtain information we hold about you (for a fee) by making a Subject Access Request.  Access can be arranged by contacting the practice manager.

Patient Rights and Responsibilities

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

We would respectfully ask that you:

  • Let us know if you intend to cancel an appointment or are held up.
  • 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 dependents. 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.

Complaints/Feedback

All Doctors and Staff in the Practice hope that we offer an effective and efficient service. However, in view of the complexity of problems we deal with, we cannot guarantee that everything will always be perfect. 

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible - ideally within a matter of days or at most a few weeks. This will enable us to establish what happened more easily.

Complaints should be addressed to the Practice Manager or to any of the doctors in the practice. She will explain the complaint procedure to you and will make sure your concerns are dealt with promptly. It would be a great help if you can be as specific as possible about the complaint

What we shall do

We shall acknowledge your complaint within 3 working days and aim to have looked into your complaint within 10 working days from the date you raised it with us. We shall then be in a position to give you an explanation, or offer a meeting with those involved. In investigating your complaint we aim to:

  • Find out what happened and what went wrong.
  • Enable you to discuss the problem with those concerned.
  • Ensure you receive an apology where this is appropriate.
  • Identify what we can do to make sure the problem does not happen again.
  • Complaining on behalf of someone

If you are complaining on behalf of someone else, please be aware that this Practice is bound by strict rules of medical confidentiality and we cannot divulge a patient's medical history unless we have their permission to do so.  If you are complaining on behalf of someone else, we have to know that you have permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.  A form for this purpose is available at the practice upon request

Complaining to NHS Grampian

We hope that if you have a problem you will make use of our complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong. But this does not affect your right to approach NHS Grampian if you feel that you cannot raise your complaint with us or you are dissatisfied with the results of our investigation. You should contact:

Feedback Team

181 Union St,

ABERDEEN

You can find more information about Patients Advice and Support Service (PASS) at www.cas.org.uk 

Suggestions

We welcome suggestions for improving our services, and these should either be left in the box in the waiting room or addressed to the practice manager. Feedback from you is essential to allow us to improve the services we offer

Zero Tolerance Policy

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. Any aggressive behaviour includes any personal, abusive and/or aggressive comments, cursing and/or swearing, physical contact and/or aggressive gestures.



 
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