COATBANK MEDICAL CENTRE

Our practice is fully computerised, but your records remain strictly confidential. If accurate records are to be maintained, we ask you to tell us of any change in your particulars (name, address, telephone numbers etc).

TELEPHONE CALLS

For our records all telephone calls are recorded.

REMOVAL FROM LIST

In the event of irretrievable breakdown of the doctor/patient relationship, a GP may remove a patient from the practice list. The patient will be notified of this occurrence, and will also receive written confirmation from Practitioner Services. The patient may register with any other practice, or if having difficulty, will be allocated to a doctor's list by the Practitioner Services, Registration Department.

COMMENTS AND SUGGESTIONS

A suggestion box is located at the reception desk. The practice manager is happy to discuss any comments you have.

COMPLAINTS PROCEDURE

Our Approach To Good Service

While we aim to provide a high quality service at all times, we recognise that there may be occasions when your expectations are not realised.

The following explains the practice's procedure for dealing with any suggestions or concerns from patients regarding the services received. Any comments made by patients are regarded by us as valuable aids in sustaining and improving the quality of service that you receive.

Should there be any aspects of our service that you feel are particularly good we would like to know or, if you wish to make a comment or suggestion about the service provided please write to the practice manager, Elizabeth McIntyre, or leave your comment or suggestion in the suggestion box situated in the waiting area.

We hope that nothing occurs while you or your family are in our care that makes you concerned. However, should you feel you have reason to be unhappy we will deal with it in a proper manner.

At the time you are attending the surgery or receiving services at home, please feel free to discuss any fears you may have with the doctor or member of staff dealing with you. It is best to express concern at that stage so that you can be reassured or so that further action can be taken. If it is not possible to let us know at the time of a problem that has arisen, please let us have details of your complaint within six months of the incident that caused the problem, or within six months of discovering that you have a problem, provided this is within 12 months of the incident.

Complaints should be addressed to Mrs Elizabeth McIntyre. Alternatively, you may ask for an interview with her in order to discuss your concerns. She will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly. We shall acknowledge your complaint within three working days and aim to have looked into your complaint within 10 working days. We shall then be in a position to give you an explanation, or offer a meeting with those involved.

In Investigating Your Complaint We Shall Aim To:

Find out what happened and what went wrong;

Enable you to discuss the problem with those concerned, if you would like this.

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 Else

The practice keeps strictly to the rules of medical confidentiality. If you wish to complain on behalf of someone else, then we have to know that you have permission to do so, therefore we require a note signed by the person concerned, unless they are incapable (because of illness) of providing this.

Attached Staff Or Other Services

We are pleased to accept your comments about health board staff attached to the practice or other NHS services, but because we are not directly responsible for these services, it will be necessary to forward your comments to the appropriate body.
If you are unhappy about the result of our investigation, or if you feel you cannot raise your complaint with us, we will direct you to the appropriate authorities who will be able to assist you.

PATIENT CONFIDENTIALITY AND DATA PROTECTION

We ask you for personal information so that you can receive appropriate care and treatment. This information is recorded on computer and we are registered under the Data Protection Act. The practice will ensure that patient confidentiality is maintained at all times by all members of the practice team. However, for the effective functioning of a multi-disciplinary team it is sometimes necessary that medical information about you is shared between members of the practice team.

FREEDOM OF INFORMATION - PUBLICATION SCHEME

The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme. A Publication Scheme is a guide to the 'classes' of information the practice intends to routinely make available.

This scheme is available on request from the practice manager.

VIOLENCE AND AGGRESSION

The partners at the Coatbank Medical Practice re-affirm their commitment to do everything possible to protect staff, patients and visitors from unacceptable behaviour, and their zero tolerance of any incident that causes hurt, alarm, damage or distress. Violance or aggressive patients will be removed from the practice list.