Practice Policies

Confidentiality & Medical Records

Locked blue folderThe 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.

Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.

Freedom of Information

Information about the General Practioners and the practice required for disclosure under this act can be made available to the public. All requests for such information should be made to the practice manager.


Customer service formWe make every effort to give the best service possible to everyone who attends our practice.

We are aware, however,  that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

We hope that most problems can be resolved at the time they arise and with the person concerned. If, however, the problem cannot be resolved and you wish to make a formal complaint, you must do so in writing to the practice manager. We would like you to let us know by contacting the practice manager as soon as possible, ideally within a matter of days or at most a few weeks.  If it is not possible to do this, please let us know the details of your complaint;

  • within 6 months of the incident that caused the problem, or
  • within 6 months of discovering you have a problem, providing that it is within 12 months of the incident.


Your complaint will be treated in strict confidence.  Our complaints procedure aims to provide a thorough independent investigation as soon as possible.  We aim to;

  • acknowledge your complaint within three working days of the date on which the complaint is received or as soon as reasonably practicable. 
  • investigate the complaint in a manner which is appropriate. This investigation may include offering the complainant a meeting with senior members of the practice team.
  • send a report of the investigation, including the conclusions of the investigation and information as to any remedial action taken or proposed as a result of the complaint, within twenty working days of the date on which the complaint is received, or as soon as reasonably practicable. 
  • where possible restore the practice/patient relationship.


We hope that, if you have a complaint, you will use the above process.  This, however, does not affect your right to approach the NHS Forth Valley Patient Relations and Complaint Service, at Forth Valley Royal Hospital, Stirling Road, Larbert FK5 4WR. (Tel 01324 566660 or email


The Scottish Public Services Ombudsman

If the NHS has fully investigated your complaint and you are not satisfied with the outcome you can contact the Scottish Public Services Ombudsman.  You should aim to contact the Ombudsman no later than 12 months after the incident, although sometimes this time limit may not apply.  The contact details are as follows;

The Scottish Public services

Scottish Public Services Ombudsmen
Bridgeside House
99 McDoanld Road

 Tel: 0800 3777330. E-mail:  website


The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.

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