Springwell Medical Centre uses CCTV images to provide a safe and secure environment for employees and for patients/visitors to the practice. We have a CCTV practice policy available if you wish more information.
Springwell Medical Centre has a legal duty to keep information about you confidential. We will not give any information about you to any other person, or give you any information about another person. This includes appointment times, if you are present in the surgery, test results, medication information etc. If you wish any information to be given to another person then we require written confirmation which will then be attached to your record.
A DNA (Did Not Attend) is when a patient does not attend a booked appointment with any member of the team and does not contact the surgery in advance to cancel or change the appointment. There is huge pressure throughout the NHS on appointment availability. By increasing awareness of this problem and enforcing our policy robustly we would like to reduce the number of DNAs in order to free up appointments for those who need them. The effects of DNAs are:
- Increased waiting time for appointments
- Increased pressure on staff who are unable to offer prompt appointments
- Potentially a health risk to patients
Remember your DNA could be another patient’s appointment – please be considerate and let us know if you cannot attend! If a patient misses an appointment they will not be issued another appointment that day unless there is a clinical reason to see the patient quickly.
We require you to inform the practice of a cancellation at least 2 hours prior to the appointment. If you do not give us 2 hours notice of a cancellation this will be classed as a DNA. If a patient is a frequent non attender then the practice will have no option but to issue a warning letter. If this continues, the practice may discuss removing you from the practice list. We appreciate that on occasions there are special circumstances which may result in a DNA – e.g. Dementia / Hospital admission etc and if you inform reception that this applies to you we will take this into consideration. If you feel that a DNA letter has been sent in error, contact the reception staff to discuss this further.
Freedom Of Information
The Freedom of information Act 2002 provides public access to information held by public authorities. A copy of this document can be obtained by contacting the Practice Manager.
General Data Protection Regulation
The General Data Protection Regulation (GDPR) is a new law that determines how your personal data is processed and kept safe, and the legal rights that you have in relation to your own data.
The Regulations applies from 25th May 2018, and will apply even after the UK leaves the EU. For more information, please click on the links below for our ‘Privacy Statement’ for patients and ‘Data Protection Policy’
How to Complain
Our aim is to provide a caring, efficient and high quality service. If you feel we could have done better we want to know. Please address any complaints to the Practice Manager in the first instance. If our practice manager cannot help with the problem she will make an appointment for you to speak with one of our GP Partners or explain the complaints procedure to you if you prefer. Written information is available about this process if you require it.
Lothian Health Board Details
Details of Primary Care Medical Services in the area can be obtained from: NHS Lothian, Waverley Gate, 2-4 Waterloo Place, Edinburgh, EH1 3EG.
Patients Rights & Responsibilities
- Receive treatment from a general practitioner
- Receive information about health services
- Have your treatment explained to you
- Refuse treatment in front of medical students or be involved in medical trials
- Have a friend or relative with you
- Have access to an interpreter or signer
- Have access to emergency medical care
- Complain without discrimination
- Have access to contraceptive or maternity services
- Receive treatment regardless of race, gender, age, social class, religion, sexual orientation, appearance, disability or medical condition.
- Be on time for appointments
- Tell the surgery if you cannot keep appointments
- Tell your GP if you move house or change telephone number
- Use the emergency services responsibly
- Treat Healthcare staff politely
- Take care of all medication
- Inform any healthcare professional of any other treatment you may be receiving or medication you may be taking that may influence your care
- Comply with your treatment to the best of your ability.
Research Data Collection
The information recorded about you may be used for reasons other than your personal care, for example, to help protect the health of the general public, to plan for future, to train staff and to carry out medical and other health research. We are involved in research studies which require access to anonymous information (name, address, postcode, full date of birth) are removed. Individual patient’s records are added into a much larger anonymous database from many patients across the UK which is used by researchers outside the practice. This data may be anonymously linked to other data, such as hospital data. If you would like to opt out of this data collection scheme, please let your doctor know and your records will not be collected for use in the anonymous research database. This will not affect your care in any way. If anything to do with the research would require that you provide additional information about yourself, you will be contacted by your GP to see if you are willing to take part; you will not be identified in any published results. If you would like to know more about the data collection scheme, you can speak to the Practice Manager.
Zero Tolerance Policy
We have a zero tolerance policy towards aggression at the practice. Whilst we fully understand the fact that a visit to the doctors may be upsetting or stressful and that some patients are under more stress than others, we will not tolerate any verbal or physical aggression to any member of the practice team or our patients. Any such behaviour will result in the person being removed from the practice list without further warning.