Patient Communication, Suggestions And Complaints

We welcome feedback on the services we provide. There is a suggestion box for feedback forms at the ground floor and basement exits. Treble ‘C’ forms (Compliments, Comments and Complaints) allow you to tell us what you feel about the services provided. Alternatively you may wish to speak to a member of staff or our Practice Manager.

Our aim is to offer the highest quality of service. However, we recognise that at times things may not always go according to plan. If you have any worries or complaints about the service that you have received from the practice, we will be pleased to discuss the matter with you.

If you feel you cannot approach your doctor, please ask to speak with one of the other partners or the Practice Manager.

We would like to work with you to resolve issues raised. If, however, you require independent help NHS Grampian Feedback Service Helpline can be contacted on 0845 3376338. In addition, the Citizens Advice Bureau is available to assist patients to write a letter of complaint.

Our Practice Complaints Officer is our Practice Manager, Valerie Hepple.

For further information please pick up a copy of the Practice Complaints Procedure located at the exit doors.

Help us to help you. We like to keep you up-to-date with developments and feedback you have given us. This is done by:

• ‘Surgical Spirit’ – this is our quarterly patient newsletter that can be picked up free of charge in the waiting room.
• An annual patient survey. If you are randomly selected to receive one of these questionnaires we would be pleased if you could complete it to enable us to know your views and opinions. Results can be seen at the main exit door or on our website.

Access To Medical Records

It is a legal requirement that we record all relevant information in your record. Medical records are treated in complete confidence and not revealed to anyone else without your consent.

Under the Data Protection Act 1998 and Access to Health Records Act 1990 you are entitled to view your medical records. If you wish to see your medical records please discuss the matter with your doctor or the Practice Manager and we can arrange an appointment at the practice for this to happen. If you want a copy of the information in your records you will be charged for a copy of your medical record. Further information is available on request

Freedom Of Information Act (2004)

All public authority bodies including General Practices are now included under the Freedom of Information Act. This Act entitles individuals to access any information under the rules of the Act. The practice has a publication that outlines the information we hold as a practice. This can be accessed via our web site at www.albyn.net or by requesting a copy from the Practice Manager. The Practice Manager will also be able to provide you with any information under the Act that you may wish to obtain.

Protection And Use Of Patient Information

To ensure that you receive the best possible care and so that we can all work together for your benefit, there may be occasions when we may need to share some information about you with others who have a genuine need for it in your and everyone's interest.

The main reasons for which your information may be needed are:

• Providing you with health care and treatment at the surgery and out of hours
• Looking after the health and social welfare of the general public
• Ensuring that our services can meet patient needs in the future
• Helping us review the care provided, thus ensuring the highest standard
• Training and educating staff (you may choose whether or not you wish to be involved)
• Investigating complaints or legal claims
• Statistical analysis and research (you will not be identified in any published results or papers without your prior consent)
• Preparing statistics on performance, payment and activity (steps are taken to ensure you cannot be identified)

Patients who do not want their information shared should inform the Practice Manager.