Practice Policies

Data Protection

The practice is registered with the Information Commissioner, who holds a description of the data collected and retained by the practice. Our nominated Data Controller is Pauline Dyer, Practice Manager.

All information is held, retained and destroyed in accordance with NHS guidelines.

Access to your medical records

Under the Data Protection Act 1988, you are also entitled to access to clinical records or any other personal information held about you. If you require access your request in writing should be sent to the Practice Manager who will contact you to arrange a convenient time.

Freedom of Information

The Freedom of Information (Scotland) Act 2002 recognises that members of the public have the right to know how public services are organised and run, how much they cost and how the decisions are made. Under the act General Practice is defined as a public body.

To comply with Section 23 of the Act, we have adopted the British Medical Association model publication scheme, which sets out the information routinely made publicly available. Our commitment to publish information excludes any information, which can legitimately be withheld under the exemptions set out in the Freedom of Information (Scotland) Act 2002.

Your Personal Health Information

To provide you with the care you need, we hold the details of your consultations, illnesses, tests, prescriptions and other treatments that have been recorded by everyone involved in your care and treatment e.g. GP, Health Visitor, Practice Nurse. This information is stored on paper or electronically on computer files by practice staff.

We sometimes disclose some of your personal health information with other organisations involved in your care. For example, when your GP refers you to a specialist in the hospital we will send relevant details about you in the referral letter and receive information about you from them. Our practice also participates in regional and national programmes such as the cervical cytology screening service and your name and address; date of birth and health number will be given to them in order to send an invitation to you.

We need to use some of your personal health information for administrative purposes. In order to receive payment for services we provide to you, we have to disclose basic details about you to the NHS Board responsible for this area and to the Common Services Agency for the Scottish Health Service. These organisations have a role in protecting public funds, and are authorised to check that payments are being properly made. We are required to co-operate with these checks and the disclosure of your data is a necessary part of our provision of healthcare services.

Sometimes, we may participate in studies that are designed to improve the way services are provided to you or to check that our performance meets required standards and benchmarks. Whenever we take part in activities such as these we will ensure that as far as possible any details that may identify you are not disclosed.

We are sometimes involved in health research and the teaching of student nurses, doctors and other health professionals. We will not use of disclose your personal health information for these purposes unless you have been informed beforehand and given consent for us to do so.

Where you need a service jointly provided with a local authority we will seek your permission before giving them your details.

Sometimes we are required by law to pass on information e.g. the notification of births and deaths and certain diseases or crimes to the government is a legal requirement.

Our use of your personal health information is covered by a duty of confidentiality, and 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.

Everyone working for the NHS has a legal duty to keep information about you confidential and adhere to a Code of Practice on Protecting Patient confidentiality. Further information on this can be found at www. Anyone who receives information from us is also under a legal duty to keep it confidential.

If you have any queries or concerns on how we use your personal health information, or would like access for information, please contact our Practice Manager.

Complaints / Suggestions

A box is situated at reception for any constructive suggestions, which we would welcome, for improvement to the service we provide.

If you have a complaint, please put your complaint in writing, in the first instance, addressed to our practice manager. Your complaint will be treated in strict confidence. We will acknowledge your complaint within 3 working days and aim to look into your complaint and respond within 20 working days of the date when you first told us. We will then be able to give you an explanation, or offer a meeting with the people involved. It would be the aim of the practice to restore the practice/patient relationship, however you have the right to complain further to:

NHS Forth Valley Patient Relations and Complaints Service

NHS Forth Valley Royal

Stirling Road

Larbert FK5 4WR

Telephone: 01324 566660  Email:

Rights & Responsibilities

Our Commitment to you:

  • We will ensure our patients have 24-hour access to medical advice.
  • We will aim for you to have access to a suitable qualified medical professional within 48 hours of your initial contact during surgery hours, or in an urgent case, the same day.
  • We will work in partnership with you to achieve the best medical care possible.
  • We will 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.

Your Responsibilities

  • With your rights come your responsibilities, ensuring that you obtain the absolute best from the service.
  • As patients you are responsible for your own health and that of any dependants and it is important that you adhere to information and advice given by health professionals and co-operate with the practice in endeavouring to keep yourself healthy.
  • We would respectfully ask you also to be aware of the following:
  • You are responsible for keeping appointments with us. Please let us know if you intend to cancel an appointment or are running late.
  • 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.
  • Please inform us of any alterations in your circumstances, such as change of surname, address or telephone number. Please ensure that we have the correct telephone number, even if it is ex-directory.

Equality – Fair for all

The practice requires all staff to treat all patients and person who come into contact with the Practice who may or may not wish to make use of the services available with dignity and respect on an equitable basis.

No person should receive less favourable treatment on any grounds and all contacts should be free from any discrimination on account of sex or sexual reassignment, sexual orientation, marital status, race, colour, creed, disability, age, religion or beliefs, ethnic or national origin or health conditions.

Zero Tolerance Policy

The practice considers aggressive behaviour to be any personal, abusive and/or aggressive comments, cursing and/or swearing, physical contact and aggressive gestures.

The practice will request the removal of any patient from the practice list, who is abusive or aggressive to a doctor, member of staff, other patient or who damages property.

If the patient commits an act of physical violence we will request that the patient be immediately removed from our list. In addition, all instances of actual physical abuse on any of our staff, by a patient or their relatives will be reported to the police as an assault.

The patient will be removed from our practice list and the health authority will contact the patient about registering with a new practice.

Health Board

The practice has a contract with

NHS Forth Valley (NHS Board)

Carseview House

Castle Business Park



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