Confidentiality

We ask you for personal information so that you can receive appropriate 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 effective functioning of a multi-disciplinary team it is sometimes necessary that medical information about you is shared between members of the team.

Freedom of Information – Publication Scheme

The Freedom of Information (Scotland) Act 2002 came into force on 1st January 2005 and enables any person requesting information from a public body to receive that information, subject to certain exemptions.

The Practice Data Protection Notice is available to view. Please contact the practice manager for more information.

Comments & Complaints

Our practice operates a procedure as part of the NHS system for dealing with complaints.

If you wish to make a complaint please telephone, write or e-mail our practice manager Chris Gibson.

T: 01563 522413

E: oldirvineroad_ADOC@aapct.scot.nhs.uk

Post: Old Irvine Road Surgery, 4-6 Old  Irvine Road, Kilmarnock. KA1 2BD

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

The procedure for making a complaint against the NHS in Scotland is described in the leaflet Making a Complaint about the NHS.

The Scottish Public Services Ombudsman

If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman and there are instructions for doing this on the SPSO website.

The Practice Charter – Help Us to Help You

Your doctor and their staff will always do their best for you. The care of your health is a partnership between yourself and the primary care health 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 a 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 informed if there will be a delay of more than 30 minutes for your appointment
• You will be referred to a consultant when your GP thinks it is necessary
• Your repeat prescription will be ready to collect within 5 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 your doctor and their staff as you would expect to be treated by them - with politeness and respect
• Please cancel appointments you cannot attend or no longer need - someone else is always waiting
• Please do not expect a prescription every time you visit your GP - good advice is often the best medicine
• Home visits should only be requested if you are really too ill to attend the surgery
• 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

Thank you for helping your surgery to provide a better service.

Zero Tolerance

We strongly support the NHS policy on zero tolerance. Anyone attending the surgery who abuses the GPs, staff or other patients be it verbally, physically or in any threatening manner whatsoever will risk removal from the practice list. In extreme cases we may summon the police to remove offenders from the practice premises.

Aggression policy

Aggression consists of using threatening language or gestures which results in the intimidation of staff and other patients.  We have a duty of care to our staff and also to other patients using the premises which often includes young children and frail, elderly patients.

Any incidents of aggression or violence will be discussed by the practice and will, in almost every case, result in that patient being removed from our list.

Furthermore, incidents of threatening behaviour, damage to property or violence towards staff will, of course, be reported to the police.