HOW  WE LOOK AFTER YOUR HEALTH INFORMATION

Sometimes we participate in studies designed to improve the way services are provided to you or to check that our performance meets required standards.  Whenever we take part in these studies, we will ensure that any data released does not identify you as an individual.

We are involved in teaching student nurses, doctors and other health professionals.  The trainee staff are bound by the same rules of confidentiality that apply to us.  We will ask for your consent beforehand if a trainee will be present during your consultation.  You are free to decline if you do not wish to participate and this will not affect your future treatment in any way.

We sometimes disclose some of your personal health information to others involved in your care.  For example, when your GP refers you to a specialist at the hospital we will send relevant details about you and receive information about you in return.  We participate in regional and national programmes including cervical cytology and breast screening and your details are given to them in order to send an invitation to you.

Sometimes we are required by law to pass on information.  For example, notification of births, deaths and certain diseases or crimes.

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, including the right to access the information we hold about you.

Everyone working for the NHS adheres to a Code of Practice on Protecting Patient confidentiality.  Further information on this can be found at www.nhsis.co.uk/confidentiality.  Anyone who receives information from us is also under a legal duty to keep it confidential.

In compliance with the Freedom of Information (Scotland) Act 2002, the practice comes under the Scottish General Practitioners Committee scheme as adopted by the Shetland NHS Board.

If you have any queries or concerns on how we use your personal health information, please contact the Practice Manager.

Comments & Complaints

We want you to receive the best possible care.  However, if you have a concern about the service you have received from any of the staff working in this practice, please let us know.  Leaflets are available in the waiting room explaining the procedure or you may address your complaint directly to the Practice Manager or to any of the doctors.

The practice complaints procedure is part of a wider NHS system for dealing with complaints.  In the event that your complaint cannot be dealt with by the practice, you may write to Carolyn Hand, Corporate Services Manager, Upper Floor, Montfield, Burgh Road, Lerwick, ZE1 OLA

VIOLENCE AND AGGRESSION TOWARDS STAFF

Our staff have a right to expect a secure and safe workplace.  The practice will not tolerate acts of violence and aggression towards staff.  The term violence covers a wide range of incidents not all of which may involve injury.  The definition adopted by NHS Shetland is “Any incident in which a member of staff is verbally abused, threatened or assaulted by a patient or a member of the public in circumstances relating to his or her employment.”

The Practice is committed to providing high quality patient care.  However, we may withdraw services from individuals where staff are thought to be at risk.  Furthermore, staff may request a Police presence in circumstances where there is the belief that there is the potential for an act of violence to take place or the need for physical restraint exists.

On the rare occasion where care is withdrawn from a patient who is considered to be aggressive, then the reasons for withdrawal of care will be recorded in the medical records of that patient.

HELP US TO HELP YOU

If you are going to be late or unable to attend please notify us as soon as possible.

Your appointment slot is for one person only – please make separate appointments for other family members who need to be seen.  Equally, if you have more than one problem to discuss with the doctor or nurse, please make more than one appointment.

To avoid confusion and errors, please notify us as soon as possible of any change of name, address or telephone number.

We would request that you contact us to check on test results.  We will inform you of any abnormal results that require action, but you should phone and check.  Please phone after 3pm to allow time for the doctor to see and act on your result.

We are committed to providing you with excellent care and we welcome your comments on anything you feel we do particularly well.  Please also let us know if you have any suggestions on how we can improve our service to you.  You may write to the Practice Manager or speak to a member of staff.

We would like to remind you that you are responsible for your own health and it is therefore in your interest to carefully consider any advice and action recommended to you.

Thank you for your cooperation.