Practice Charter

We aim to provide the best possible service to our patients and hope you will feel that we achieve that aim.

The care of your health is a partnership between yourself and the primary health care team. The success of that partnership depends on an understanding of each other’s needs and co-operation between us.

Our Responsibility To You

You will be greeted courteously.

You have a right to confidentiality.

You have the right to see your medical records subject to the limitations of the law.

You will be seen on the same day if your appointment is urgent.

You will be seen by your own doctor whenever possible.

You will be informed if there will be a delay of more than 20 minutes for your appointment.

You will be referred to a consultant when your GP thinks it necessary.

You will be given the result of any test or investigation on request as per practice procedure or at your next appointment.

Your repeat prescription will be ready to collect within 48 hours or two working days of your request.

Your suggestions and comments will be dealt with as swiftly as possible through our practice complaints procedure.

Your Responsibility To Us

Please treat all staff with the same respect - we are all just doing our job.

Do not ask for information about anyone other than yourself.

Tell us of any change of name, address or telephone number so that our records are accurate.

Only request an urgent appointment if appropriate. Home visits should only be requested if you are really too ill to attend the surgery.

Please cancel your appointment if you are unable to attend - someone else can use it.

Please be punctual, but be prepared to wait if your own consultation is delayed by an unexpected emergency. If you arrive late, you may not be seen and, in this case, will have to arrange another appointment.

Please allow sufficient time for your consultant’s letter or the results of any test to reach us.
Use the tear-off slip to request your repeat prescription. Please attend for review, when asked, before your prescription is due.

Do let us know whenever you feel we have not met our responsibility to you.

We would, of course, be pleased to hear your compliments when you feel praise is due.

Comments & Suggestions

We look forward to receiving suggestions and/or compliments which may result in improvement of the service that you receive. Please help us to help you!

Complaints Procedure

Our practice operates a procedure as part of the NHS system for dealing with complaints. If you wish to make a complaint please telephone or write to our Practice Manager Janice Kennedy, or ask at reception for a complaint form which gives details of the procedure.

Our aim is to give you the highest possible standard of care and we aim to deal swiftly with any problems that may occur.

Confidentiality

We ask you for personal information so that you can receive care and treatment. This information is recorded on computer and we are registered under the Data Protection Act. The practice will ensure that patient confidentiality is maintained at all times by all members of the practice team. However, please remember that for the effective functioning of a multi-disciplinary team it is sometimes necessary that medical information about you is shared between members of the team.

Removal From List

In the event of irretrievable breakdown of the patient/doctor relationship, a doctor may remove a patient from the practice list. The patient will be notified of this occurrence and will also receive written notification from Practitioner Services. The patient may register with any other practice within the area or, if having difficulty, will be allocated to a practice list by the Practitioner Services Registration Department.

Access To Health Records

You are entitled by law to have access to your medical records which were written after
1st November 1991. You must apply in writing and a nominal charge plus any photocopying fees incurred will be made. The doctor is entitled to withhold any information which they consider could be detrimental to you.

Carers

Our practice is committed to supporting carers. For many carers, their GP is often the first person they turn to when things start to become difficult or they feel unable to cope. It is always a good idea to tell your GP or practice nurse if you are a carer, even if you are coping with your caring role, because this will help your GP to make sure you are given any extra support you might need now or in the future. Our practice works in conjunction with the North Ayrshire Carers Centre who will provide information, advice and support on numerous issues. For further information please contact our reception supervisor on (01294) 832523.

Temporary Residents

We will be happy to see any friends or relatives who are staying with you for emergencies if they require to see a doctor, on a temporary resident basis. Please enquire at reception.

Freedom Of Information

The Freedom of Information (Scotland) Act 2002 requires us to implement a 'Publication Scheme'. You may obtain a printed copy of our scheme on request from the practice manager. There may be a charge for this.

NHS Ayrshire and Arran

Details of Primary Medical Services can be obtained from:
Community Health Division
Heathfield House, Heathfield Road, Ayr KA8 9DX
Tel: (01292) 513800

Annual Patient Survey

Our practice participates in an annual survey. As a result of this survey, we have made a number of improvements.