We believe that all our patients should be treated with respect and concern, and receive the best possible care. We are committed to delivering services to a high standard and for the benefit of our patients. Princess Street Group Practice is fully committed to the NHS. We are also committed to provide the environment to teach, train and develop all our staff.
We aim to:
We expect you to:
We provide a confidential service to all our patients, including those under 16. Everyone working for the NHS has a legal duty to maintain the highest level of confidentiality about patient information. Anything you say to any member of our team will remain confidential and not be passed on to any one else, others of that team - including other family members, parents or carers – without your permission.
There are times when we may need to pass on information about you to other people such as other health professionals, social services, the Primary Care Trust or the Health Authority. This is always done confidentially or by removing your identifying details when they are not essential.
All patients have a right to view your medical records. We require a request in writing and can then organise a time for you to come in and view both your paper notes and a print out of your computer records. We do not charge for this service; however if you require copies printed of any notes we will charge you for the photocopying.
If you are unhappy with any aspect of the service from the practice you may make a complaint to either the Practice Manager or if not available another manager.
The practice takes all complaints seriously as this may provide the opportunity for individuals to learn or for the practice to change systems. We will always investigate your complaint with any person involved. You may make a complaint either in person, by telephone or in writing.
Please see our complaints procedure for more information. We do not remove any patient from the list for making a complaint.
We welcome any suggestions you may have to improve our services. If you have any suggestions or complaints, please speak to the Patient Services Manager or Practice Manager. You can also put comments in the box in the waiting room.
The practice will write to patients who did not attend three appointments (and failed to cancel them) over the previous 12 months. This is to remind our patients how valuable this resource is and encourage them to cancel any appointments in the future. If within the 3 months of receipt of this letter the patient fails to attend again, then the practice will consider removing the patient from the list.
We do not accept rude, violent or aggressive behaviour towards any member of our practice team. We will remove patients from our practice list if they persistently act in this way.
The practice is registered with the Data Protection Commissioner.
Confidential information from your medical records can be used by the NHS to improve the services offered. This information along with your postcode and NHS number but not your name, are sent to a secure system where it can be linked with other health information.
This allows those planning NHS services or carrying out medical research to use information from different parts of the NHS in a way which does not identify you.
You have a choice. If you are happy for your information to be used in this way you do not have to do anything.
If you have any concerns or wish to prevent this from happening, please speak to practice staff or see the information leaflet on the practice website. The practice staff can add a code to your records to prevent your data being sent. There is also a frequently asked questions leaflet that you might find useful.
You can get more information by visiting the nhs choices website at NHS Choices...
Call a dedicated patient information line on 0300 456 3531.