Patients Rights and Responsibilities
- Ensure our patients have 24-hour access to medical advice.
- Aim for you to have access to a suitably 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 the steps you can take to promote good health and a healthy lifestyle.
We would respectfully ask that you:
- Treat staff with courtesy and respect.
- Let us know if you intend to cancel an appointment or are running late.
- Reception staff may have to ask some personal questions to assist us in providing you with the best service.
- Inform the practice staff of any alterations in your circumstances, such as change of surname, address or telephone number. Please ensure that we have your correct telephone number, even if it’s ex-directory.
As patients, you are responsible for your own health and that of any dependents. It is important that you adhere to information and advice given to you by health professionals, and co-operate with the practice in endeavouring to keep you healthy.
The practice complies with Data Protection and Access to Medical Records legislation. Identifiable information about you will be shared with others in the following circumstances:
- To provide further medical treatment for you e.g. from district nurses and hospital services.
- To help you get other services e.g. from the social work department. This requires your consent.
- When we have a duty to others e.g. in child protection cases.
Anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care. If you do not wish anonymous information about you to be used in such a way, please let us know.
Suggestions and Complaints
We welcome any suggestions or comments you may have regarding our service. Please address these to the Practice Manager.
You can make your complaint in person, by phone, by e-mail or in writing.
In line with NHS Scotland, we have a two stage complaints procedure. We will always try to deal with your complaint quickly but, if it is clear that the matter will need a detailed investigation, we will tell you and keep you updated on our progress.
Heather Pirie (Practice Manager), Seafield & Cullen Medical Group, Seafield Medical Centre, Barhill Road, BUCKIE, AB56 1FP
Tel: 01542 835577
Stage One – Early, local resolution
We will always try to resolve your complaint quickly, within five working days if we can. If you are dissatisfied with our response, you can ask us to consider your complaint at stage two.
Stage Two – Investigation
We will look at your complaint at this stage if you are dissatisfied with our response at stage one. We also look at some complaints immediately at this stage, if it is clear that they are complex or need detailed investigation. We will acknowledge your complaint within three working days. We will give you our decision as soon as possible. This will be after no more than 20 working days unless there is clearly a good reason for needing more time.
Scottish Public Services Ombudsman
If, after receiving our final decision on our complaint, you remain dissatisfied with our decision or the way we have handled your complaint, you can ask the SPSO to consider it. We will tell you how to do this when we send you our final decision.