Noticeboard

Prescription requests can be taken over the phone for shielding patients only.  All other requests need to be posted, or via the online ordering process through our website.  You may be asked to create a password to use this service.

Complaints and Policy information

Practice Leaflet

Complaints

In the first instance, if you feel you need to make a complaint about the medical practice, please write or email the practice manager.

Jenny.Garris1@nhs.scot

Practice Manager

Cromarty Medical Practice

Allan Sqare Cromarty

IV11 8YF

If you do not feel your complaint has been adequately resolved please contact

Feedback Team Organisation

NHS Highland Address PO BOX 571 The Highlands Inverness Phone number 01463 705997 Email nhshighland.feedback@nhs.net

Practice Policies

Photo consent

 

DIGITAL INFORMED CONSENT - EMAIL OF PHOTO

nhsh.gp56538-admin@nhs.scot

WHY a photo?

Your clinician would like to see a photo to help with this consultation this will allow a more accurate diagnosis and plan to be made.

WHAT options

At present we are trying to limit face-to-face contact due to the coronavirus pandemic. However, if you cannot provide a photo then you can have a video consultation or a face-to-face consultation.

WHO will see it

The clinician dealing with your care will be able to see this photo, and it will be stored in your records. In future, other clinicians and administration staff who are bound by confidentiality, will also be able to see this photo in your records. The photo may be shared with other clinicians for your care, e.g. for a referral.

HOW

Emailing a photo from your phone to the practice email is not a secure link and may expose you to cybercrime for which the practice cannot be held responsible. The photo will only be used for direct care, unless you give us permission to use it for teaching or other purposes, e.g. writing an insurance report. The photo would also be available if a court wants your records for legal proceedings.

WHERE

The image will be stored in your GP records as long as you have them in the United Kingdom and should be transferred if you move practice.

Confidentiality & Medical Records

Locked blue folder

The practice complies with data protection and access to medical records legislation. Identifiable information about you will be shared with others in the following circumstances:

 

  • To provide further medical treatment for you e.g. from district nurses and hospital services.
  • To help you get other services e.g. from the social work department. This requires your consent.
  • When we have a duty to others e.g. in child protection cases anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.

If you do not wish anonymous information about you to be used in such a way, please let us know.

Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.

Freedom of Information

Information about the General Practioners and the practice required for disclosure under this act can be made available to the public. All requests for such information should be made to the practice manager.

Access to Records

In accordance with General Data Protection Regulations, the Data Protection Act 1998 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the practice manager. No information will be released without the patient consent unless we are legally obliged to do so.  Please see our full privacy statement below:

Riverside, Foyers and Cromarty Medical Practices' Privacy Statement

 

Complaints

Customer service formWe make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

To pursue a complaint please contact the practice manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception.

Violence Policy

The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.



 
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