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Kinglass CentreGauze RoadBo'ness, EH51 9UETel: 01506 822 556
Everyone who comes into contact with the Practice, who may or may not wish to make use of the services available, should be treated with dignity and respect. No-one should receive less favourable treatment on any grounds and all contacts should be free from any discrimination.
Should you have any concerns or comments please speak to the Practice Manager. Alternatively, if you feel you cannot approach the Practice directly, you have the right to approach the 'Patient Advice and Support Services', known as 'PASS'.
You may be interested to access the following patient information about what to expect from your doctor.
Our aim is to work in partnership with you, this involves commitment and responsibility on both our parts, and a summary is given below: Your ResponsibilitiesWith your rights come responsibilities, ensuring that you obtain the best from our health services.
As patients, you are responsible for your own health and it is important that you listen to and action information and advice given, and co-operate in keeping yourself and those you are responsible for in the best of health possible.
We would respectfully ask you also to be aware of the following:
Our Commitments to You
More information is available about how to access services by looking under the Appointments tab above.
Telephone conversations with our Medical Administration staff are recorded for quality and patient safety purposes.
Due to the number of patients failing to attend for their appointment, NHS resources are being wasted.
It also means that you may not be able to see the doctor, nurse, or other healthcare professional on the day or at the time that you wish to.
In an attempt to improve access for all of our patients, the Pactice has developed the following policy.
Over a six month period, if you fail to attend three appointments you have booked without having cancelled them, we will write to you asking if there are any specific problems preventing you from letting us know.
If following our letter you repeatedly continue to fail to cancel appointments you have booked and no longer require, we will write to you again.
Ultimately, you may be removed from the Practice list and have to find an alternative GP Practice.
Please note that you can now register to book and cancel GP appointments online. Please ask for information at reception if you would like to register for this service.
It is a patient’s responsibility to attend for their appointment on time.
If a patient realises they are unable to arrive on time, they should try to telephone the Practice to arrange to have their appointment re-scheduled.
If patients arrive having completely missed their appointment, then they will normally be asked to re-schedule.
If patients arrive late but before the end of their appointment, they may have to wait until the end of surgery to be seen to avoid inconveniencing other patients who have turned up on time for their pre-booked appointment.
Where the patient indicates clinical urgency, then the final decision as to whether they are seen or not will always lie with a doctor. Receptionists will check with a doctor as to whether they are willing to see a patient.
Patients will be required to be seated and wait until that decision is made by the GP concerned. Staff are not authorised to interrupt a GP for this reason, when they are consulting with other patients.
Drs Spencer, McTaggart & Bartie thank you for your cooperation in these matters.
The doctors will start their surgeries on time and endeavour to keep on time, but occasionally, medical emergencies occur or a patient needs more time than expected and this can cause delays for patients waiting to be seen.
If a patient feels they have a tight schedule or they do not like to wait, they may prefer to consider making an appointment at the beginning of a surgery, bearing in mind however, this may reduce their choice of appointments to see a specific doctor.
If a Doctor is running more than 20 minutes late, reception staff will explain this to patients waiting and upon arrival. Patients will be offered another suitable appointment if they are unable to wait. In these circumstances, patient needs will as far as possible be met in offering them another appointment.
Doctors will apologise to patients if they have had to wait. However, we trust patients will understand it would be inappropriate for Doctors to divulge precise details of why they are running late as this could potentially breach another patient’s confidence.
Drs Spencer, Reid and McTaggart thank you for your understanding and cooperation in this matter.
The Doctors and Nurses currently do not operate on an 'open access' or ‘drop in’ basis. Ideally it is best to telephone the surgery first. An appointment on that day may still be available
If a patient drops in and there is no routine appointment available that day and they feel they require medical assistance, their request will be medically triaged as soon as reasonably possible.
However, staff are not authorised to interrupt the Doctors or Nurses whilst they are consulting with other patients unless the medical circumstances dictate the matter requires to be immediately triaged.
Where possible, patients will be encouraged to leave details and a contact telephone number for the doctor/triage nurse to contact them as soon as possible to assess their request.
If patients prefer to wait, they will be asked to complete a Triage Form giving brief details of their condition. A Doctor/Nurse will deal with their request as appropriate. Patients may have to wait up to two hours whilst Doctors/Nurses consult with patients who have already booked an appointment.
Drs Spencer, McTaggart & Bartie thank you for your cooperation in this matter.
All of the doctors, nurses and staff at the Practice believe in a modern healthcare system that exists for the patient and, as far as possible, is designed to meet the needs and wishes of the individual receiving care and treatment, and where appropriate their carer and/or representative.
Although everyone at this practice strives to achieve this, we acknowledge that circumstances may arise when you feel let down or concerned by the service you have received and we would actively encourage you to bring the matter to our attention.
The Patient Rights (Scotland) Act 2011 gives patients, carers and families a legal right to provide feedback on their experiences and provide comments or raise concerns or complaints about NHS Services.
Our complaints procedure complies with directions issued by the Scottish Executive and NHS Guidance.
We have tried our best to make sure that the information given here is correct. However, this information is for guidance only and should not be relied on as a complete statement of the law or the procedure to be followed in all circumstances.
If you are thinking about taking legal action, you should contact a Solicitor, Citizens Advice Bureau or other advice agency. The Practice cannot handle complaints in terms of this procedure in relation to matters about which legal action is underway.
We hope that most issues can be resolved easily and quickly, ideally at the time they arise.
If you feel that you cannot or would prefer not to resolve the issue this way, you can raise your concerns with Alison McKenzie, the nominated Complaints Officer for the Practice, who will explain the complaints procedure to you and will make sure that your concerns are dealt with as promptly as possible.
You can make a complaint in person, by phone or in writing.
Complaints OfficerKinglass Medical PracticeKinglass CentreGauze RoadBo'nessEH51 9UE
Tel (01506) 822 556
Practice Complaint Procedure Leaflet (Print landscape, double-sided, flip on short edge)
It will be a great help if you are as specific as possible about your complaint.
We would prefer you to let us know as soon as possible, ideally within a matter of days or at most a few weeks because this will enable us to establish what happened more easily.
The timescale recommended by the Scottish Executive for accepting a complaint is:
The Practice will operate these guidelines flexibly, and will accept a complaint where it would have been unreasonable for the patient to make it earlier and where it is still possible to investigate the circumstances.
A patient can appeal to the Scottish Public Services Ombudsman against a decision by the Practice not to accept their complaint.
We have a two stage complaints procedure.
We will always try to resolve your complaint quickly, within 5 working days where possible.
If you are dissatisfied with our response, you can ask us to consider your complaint at stage 2.
If dissatisfied with our response at Stage 1, we will look at your complaint at this stage.
We also look at some complaints immediately at this stage if it is clear that they are complex and need more detailed investigation.
We shall initially acknowledge your complaint within 3 working days and aim to respond in full as soon as possible. This should be no more than 20 working days unless it is clear there is a good reason for needing more time.
In accordance with local and national guidance on good practice, we will send a feedback form to complainants to ask about their experience of the process of complaining. However, it is understandable that not everybody may wish to engage in such a process of feedback.
Complaints are reviewed with the individuals involved and learning shared among the wider team and external colleagues where appropriate. This includes a process known as significant event analysis (SEA). GPs discuss complaints and SEAs they have been involved with during their annual appraisal undertaken by the Health Board. Practice Nurses undertake reflective learning as part of their organisational appraisal as well as for revalidation with their professional body.
We adhere strictly to the NHS Code of practice on protecting patient confidentiality. If you are complaining on behalf of someone else, we have to know that you are doing so with that person's full knowledge and consent, and have their permission to do so.
A note signed by the person concerned will be needed, unless they are inacapable (because of illness/incapacity) of providing this. The Practice can offer you a printed statement that can be used.
Making a formal complaint can be stressful, for the person complaining and the staff involved. The Practice offers support for the person making a complaint and for the member of staff being complained about.
Patient Advice & Support Service (PASS)
If you would like to speak to someone who does not work in the NHS for advice or help with making a complaint, you can contact your local Patient Advice and Support Service (PASS), which can be accessed through your local Citizens Advice Bureau (CAB):
Grangemouth & Bo’ness CAB Tel (01324) 483 467
Out-of-Hours Messaging Service Tel 0845 602 5485
If you find it difficult to make a complaint yourself, you can ask for an independent advocate. An independent advocate is someone from outside the NHS who can speak for you or help you express your views. The Forth Valley Patient Liaison and Complaint Service or local PASS will be able to tell you about advocacy services in your area.
An independent conciliator is someone who can try to help you and the person you have complained about to agree what should happen. Conciliation can only be used if you and the person you’ve complained about both agree to it. The Forth Valley Patient Liaison and Complaint Service or PASS will be able to tell you about conciliation services in your area.
You can change your mind about making a complaint at any time. To let us know, write and tell the Practice Manager.
If your complaint has been fully investigated by the Practice and you are still not happy, you can ask the Scottish Public Services Ombudsman to consider your complaint further.
You should try to contact the Ombudsman no later than 12 months after the event you are complaining about. Sometimes this time limit will not apply – contact the Ombudsman’s Office for more information.
The Ombudsman does not take up all complaints and will decide, after reviewing the matter, whether or not to investigate your complaint further.
From 1st December 2018, The Ombudsman can be contacted at:
SPSOBridgeside House99 McDonald RoadEDINBURGHEH7 4NS
Freepost SPSO (no stamp needed)
Tel: 0800 377 7330 (free from UK landlines)
online contact: www.spso.org.uk/contact-us
In very exceptional circumstances, you may not feel able to contact the Practice directly to complain. If this applies in your case, you may seek advice from the Health Board. They can be contacted at:
NHS Forth ValleyPatient Relations and Complaint ServiceNHS Forth Valley RoyalStirling RoadLarbertFK5 4WR
Tel (01324) 566 660
NHS FV Compliments and Complaints
As providers of healthcare services, our clinical and administrative staff ask you for personal health information so that you can receive appropriate care and treatment. We keep this information, together with details about your care, because it may be needed if we see you again. The Practice is ‘paperlite’ with records now held on computer. This enables us to analyse various aspects of health care.
You may be receiving care from other people as well as NHS Staff. So that we can all work together for your benefit, we may need to share some information about you. We only ever use or pass on information about you if people have a genuine need to know and it is in your and everyone’s interest. Whenever we can, we shall remove details that identify you. Anyone who receives information from us is also under a legal duty to keep it confidential.
We may use some of this information for other reasons, for example:
Under the Data Protection Act the Practice is registered with the Information Commissioner Office (ICO) and ensures that patient confidentiality is maintained at all times by all members of the multi-disciplinary Practice Team. Any violation of confidentiality or failure of an employee to protect a patient’s information from accidental or unauthorised access will be investigated and may be subject to disciplinary action.
You have a right to access your health records. The Data Protection Act (1998) gives you the right of access to all information that the Surgery holds about you on computerised or manual records and, if you wish, to obtain a copy of them. Applications should be made in writing to the Practice Manager. Only in exceptional circumstances can access be withheld. The doctor can advise certain information to be withheld if they feel the information would be harmful to your mental health or physical wellbeing. For further information, ask at reception and further information can be found on NHS Inform webpages.
Kinglass Medical Practice will follow BMA Guidelines. Application to obtain information under this Act should be made in writing to the Practice Manager.
If you have any concerns about how we use or share your information, or you do not wish us to share your information, please contact the Practice Manager on 01506 822556.
If you have a complaint about how your information is managed at the Practice, please contact the Practice Manager. If you remain unhappy with the Practice’s response, you can complain to the Information Commissioner Office:
Tel 0303 123 1113 (local rate) or 01625 545 745
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.