The General Data Protection Regulations (GDPR) is a new law that determines how your personal data is processed, kept safe and also advises you of the legal rights you have in relation to your own data.  The regulation applies from the 25th May 2018.

These regulations supersede the Data Protection Act.  It is similar to the Data Protection Act (which the practice already complies with) but strengthens many of the Data Protection Act’s principles.  Please click on the links below to find out more information regarding how the practice processes your personal data and what GDPR will mean for you.

• Privacy Statement
  Privacy Notice
• GP Data Protection Notice

How to Complain

We constantly strive to give you the best care and attention possible. We are always keen to hear any comments or suggestions about our services.

You either can speak or write to our Practice Manager.

Complaints

We are always prepared to listen to any complaint about any aspect of our service.  Please refer to the following guidelines when making a complaint.

• Complaints will only be addressed when made by the individual to whom the complaint pertains, unless that individual is a minor, or written permission has been given by an adult (unless they are incapable of providing permission due to illness or incapacity).
• Complaints will usually only be investigated if they are made within six months of the event or made within six months of you realising that you have something to complain about, as long as that is not more than 12 months after the event itself.

Verbal Complaints

• The Practice Manager (or deputy) will deal with any verbal complaint, either by phone or in person in the first instance.  We strive to resolve complaints quickly and efficiently.
•  If verbal a complaint remains unresolved, the patient should put their complaint in writing to the Practice Manager.

Written Complaints

• Written complaints will be acknowledged within two working days.
•  An explanation will be provided within two weeks.
•  We will make every effort to investigate and resolve written complaints within four weeks.

If satisfactory resolution of the complaint is not achieved within the practice, or if the complainant is unwilling to discuss the complaint directly with the practice, they can write to the Complaints Advisor:

NHS Lothian Complaints Team
2nd Floor Waverley Gate
2-4 Waterloo Place
Edinburgh
EH1 3EG

Tel: 0131 465 5708

You must state in writing your remaining grievances within four weeks of receiving the outcome of the investigation into your complaint. The Complaints Advisor can arrange for an independent review of your complaint.

Click Here to download a copy of our complaints procedure

You will be treated with respect and as a partner in your care. Being a partner means you have responsibilities too.   We will:

• Ensure our patients have 24 hour access to medical care.
• Aim for you to have access, by phone or appointment, to a suitable qualified medical professional within 48 hours of your initial contact during surgery hours, or in an urgent case, the same day.
• Work in partnership with you to achieve the best medical care possible.
• Involve you and listen to your opinions and views in all aspects of your medical care.
• The prevention of disease, illness and injury is a primary concern. The medical staff will advise and inform you of steps you can take to promote good health and a health lifestyle.

We would respectfully ask that you:

• Let us know if you intend to cancel an appointment or are running late.
• Treat staff with courtesy and respect. Reception staff may have to ask some personal questions to assist us in providing you with the best service.
• Inform the staff of any alterations in your circumstances, such as change of surname, address or telephone number. Please ensure we have your correct telephone number even if it is ex-directory.
• Use the emergency services provided by the practice responsibly.

The practice will not tolerate abusive or violent behaviour towards any member of the Practice Team. Unacceptable behaviour will result in the patient’s removal from our practice list.