Practice policies

Summaries of our main policies are below. Full copies of any policy are available on request from the practice.

Comments, concerns and complaints

If you have a concern or complaint about your care or our service, we want to hear it. You can raise it by phoning the practice, in person at reception, or in writing addressed to the Practice Manager, Eastfield Medical Practice, Eastfield Farm Road, Penicuik, EH26 8EZ. You can ask someone to complain on your behalf, and we will need your consent to share information with them.

We follow the NHS Scotland complaints handling procedure. Wherever possible we resolve concerns quickly, within 5 working days. Where a fuller investigation is needed, we aim to provide a complete response within 20 working days, and we will keep you informed if we need longer. See the full feedback and complaints procedure.

Giving feedback and compliments

Feedback is not only for when something goes wrong. If a member of our team has done something well, or you have a suggestion, we would like to hear it. You can tell us directly, or share your experience online.

• You can post feedback about your care, good or bad, on Care Opinion, an independent service where NHS Scotland reads and responds to patient stories.
• From time to time you may be invited to take part in the national Health and Care Experience Survey, which asks patients across Scotland about their GP practice. Your answers are anonymous and help us improve.

Confidentiality and your data

Everyone working at the practice has a legal and professional duty to keep your information confidential. We handle personal and health information in line with UK GDPR and the Data Protection Act 2018. Full details of how we use your information, and your rights, are on our Privacy page.

Accessing your health records

You have the right to a copy of the information we hold about you. This is called a subject access request, and you do not need to give a reason. Ask at reception, phone us, or put your request in writing. We may ask for proof of identity before releasing anything.

There is normally no charge, and we will respond within one month. For particularly complex requests this can be extended by up to two further months, and we will tell you within the first month if so. We provide copies, never original records. Someone else, such as a solicitor, relative or welfare attorney, can request your records on your behalf if they have your written authority or another legal basis.

Hospital records are held separately. Requests for those go to the NHS Lothian SAR Team, Royal Infirmary of Edinburgh, 51 Little France Crescent, Edinburgh, EH16 4SA. Access to the records of someone who has died is handled under separate legal arrangements; please contact the Practice Manager.

Zero tolerance

We treat every patient with courtesy and respect, and ask for the same in return. Abuse, threats, aggression or discriminatory behaviour towards our staff or other patients will not be tolerated and may result in removal from the practice list.

Chaperones

You are welcome to ask for a chaperone to be present during any examination. If a chaperone is not immediately available, your appointment may be rearranged for a mutually convenient time. Please ask reception or your clinician.

Patient rights and responsibilities

Patients have rights to dignity, involvement, information, confidentiality, reasonable adjustments and fair complaints handling. Patients also share responsibilities to treat others respectfully, provide accurate information, use services responsibly and cancel appointments they no longer need. Read our Patient rights and responsibilities page.

Call recording

Calls to and from the practice telephone system may be recorded for patient and staff safety, quality monitoring, training, complaint handling, incident review, checking information and investigating abusive or threatening behaviour. Access is restricted to authorised staff.

Recordings are normally retained for one calendar month. A recording may be kept longer if needed for a complaint, incident, safeguarding concern, patient-safety review, legal claim, police request, regulatory requirement or another lawful investigation. See our detailed privacy notice.

Missed appointments

If you cannot attend an appointment, please let us know as early as you can, by phone or by replying to your reminder text, so the time can be offered to someone else. If appointments are repeatedly missed without contact, we may write to you to check that all is well and to ask whether anything is making it hard to attend, as we can often help. Where a child is not brought to an appointment, our focus is always on the child's welfare rather than on warning letters. Removal from the practice list is only ever a genuine last resort and never happens solely because of missed appointments.

Openness when something goes wrong

If something unexpected goes wrong with your care and causes harm, we will tell you, apologise, involve you in how it is reviewed, and share what we learn. This is called the organisational duty of candour, and we follow the procedure set out in Scottish law and Scottish Government guidance. A short annual report about any duty of candour incidents is available from the practice on request.

CCTV

CCTV operates at the practice for the safety of patients and staff, for premises security and to prevent crime. It covers public areas only, such as reception, the waiting area, corridors, entrances and outside areas. It is never used in consulting rooms, examination rooms or toilets. The system shows live images only and does not record, so footage of past events does not exist and cannot be provided. Questions about CCTV should be directed to the Practice Manager.

Freedom of information

Under the Freedom of Information (Scotland) Act 2002, we make certain information about the practice available through a publication scheme. Freedom of information covers general practice information and does not apply to your personal health records, which are dealt with under data protection law. To make a request, please contact the practice.

Named GP

Every patient is assigned a named GP who has overall responsibility for their care. This does not prevent you from seeing any other clinician at the practice. If you would like to know who your named GP is, please ask reception.

Common questions