Williamwood Medical Centre

PRACTICE PLEDGE

You have the right to be treated with courtesy, dignity and respect.

- It is your responsibility to extend the same courtesy and politeness to the practice team.

You have the right to be seen urgently if your condition necessitates this.

- It is your responsibility not to mis-use urgent appointments that may be required for other patients.

You have the right to be informed if you will be kept waiting for more than 30 minutes past your appointment time.

- It is your responsibility to inform us in advance if you are unable to keep your appointment.

You have the right to collect your repeat prescription on the working afternoon following your request.

- It is your responsibility to ensure that you order your repeat prescription in good time; before you run out of medication

It is your right to expect a high standard of efficient and up-to-date healthcare.

- It is your responsibility to aid us in providing this, by being aware of the information found on this website and in our practice booklet thereby our services appropriately.

COMPLAINTS PROCEDURE

We always try to provide the best service possible, but there may be times when you feel this has not happened. We are always pleased to receive feedback from our patients, whether positive or negative. If you have a complaint, please follow the protocol laid down by the NHS in Scotland. Your complaint should be made in writing to our practice/business manager Jacqueline Forster or to Dr Mackintosh.

You will receive an acknowledgement within two working days, and a full reply as soon as the complaint has been investigated. We will address your concerns, provide you with an explanation and inform you of any action that may be needed. For further information, including what action you can take if you feel your complaint has not been satisfactorily dealt with, please speak to Jaqueline Foster.

SAFEGUARDING YOUR HEALTH INFORMATION

All staff working within the NHS have a professional and legal duty to maintain confidentiality and safeguard your personal health information. Our use of your personal health information is regulated by the Data Protection Act. The Data Protection Act gives you a number of rights in relation to how your personal information is used, including a right to access the information we hold about you. To ensure that you receive the best possible care, there may be occasions where it is important to share this information with other professionals. There is a poster in the waiting area with further information about this.

ZERO TOLERANCE

We will not tolerate either physical or verbal aggression towards administration or clinical staff. Such behaviour will result in the patient being removed from our list.

PRIMARY CARE TRUST

Details of Primary Medical Services in this area can be obtained from:

Greater Glasgow NHS Board, Primary Care Division,
Gartnavel Royal Hospital, 1055 Great Western Road, Glasgow G12 0XH

Tel: 0141 211 3600

FREEDOM OF INFORMATION

Freedom of Information (Scotland) Act 2002 came into force on 1st January 2005 and enables any person requesting information from a public body to receive that information, subject to certain exemptions. This is to encourage public authorities (including GP Practices) to be more open and accountable and organise their information in an efficient and accessible way.

This excludes personal data.

The Practice Publication Scheme Document is available to view, please contact the practice manager for more information.