We have a number of policies to ensure a safe, efficient practice. Some of these are listed below. In time we will publish an electronic policy library and may refer you to these if you have any queries.
Your rights and responsibilities
We subscribe to the principles of a free at point-of-care health service, laid out in the NHS Scotland Document "The NHS and You", copies of which can be requested from the practice. This document outlines what you can expect from us as a patient, but also your responsibilities when accessing our services in consideration of needs of other patients, our staff, and using NHS resources appropriately.
Violence or Abusive patients policy
We operate a zero-tolerance policy towards patients who are violent, threatening or verbally abusive towards any member of our staff. We recognise that at times illness is stressful, but please remember our staff are trying to do their best for you.
Behaviour which is deemed threatening, abusive or violent may lead to immediate removal of the patient from the practice list, and we will inform the police. Actual threat or physical assault will lead us to press for prosecution in every case. In the past 12 months, 3 patients have received a formal warning for unacceptable behaviour and are at risk of removal - please treat our staff courteously.
Missed appointments policy
We are becoming increasingly concerned at the number of patients who make an appointment with a GP or practice nurse and then fail to attend or provide us sufficient notice of cancellation.
In May 2008, 73 patients failed to turn up to booked appointments, which amounts to 3 days of GP/practice nurse appointments per month wasted. This is irresponsible behaviour and impacts on our ability to provide care to other patients who need to see us.. A wasted GP appointment costs the NHS somewhere in the region of £30-50.
It is simple to cancel an appointment - please call the surgery as soon as possible and the receptionist will cancel the appointment and be able to offer it to someone else.
Brora and Helmsdale Medical practice will now be actively monitoring for patients who persistently miss appointments or fail to give sufficient notice that they will not be attending. Patients who call to cancel an appointment up to 1 hour prior to that appointment will not be monitored, as we can usually give that appointment to someone else. This is the courteous and community-minded thing to do.
Any patient who:
has missed three appointments in a 12 month period
cancels three appointments with less than one hour notice in a 12 month period
will receive a letter requiring them to make an appointment with the practice manager within 28 days to discuss this issue.
Failure to attend a meeting with the practice manager will result in the patient being placed on a "repeated missed appointments offender" list which prevents them booking an appointment at their convenience - only limited times (to prevent inconvenience to other patients) will be allowed.
Actions which we will take on patients who have been issued warnings and still continue to abuse the appointments system will include the following:
1. The patient will be unable to book appointments at their convenience and have a restricted number of appointment slots available
2. We will remove the patient from the practice list and notify NHS Highland where consistent abuse of the appointments system occurs. In this case the former patient will be required to find another practice willing to take them on for further medical care.
Request for sickness certificates in the first seven days of illness
The Department of Health issues strict guidance which states that all employees who are ill must self-certify their sickness with their employer for the first seven days of their illness and not request sickness certification from their GP purpose. This is to prevent GP appointments being unnecessarily wasted with requests for sicknotes for brief absences from work.
Doctors are not required by law to issue Sick Notes (statements) for periods of incapacity lasting 7 days (including weekends) or less, nor for the first seven days of longer periods of sickness and employers should not ask you to get a sick note from your doctor. If your employer insists on a sick note to cover this period, a private sick note may be issued and a charge will be made.
If the employee requests a sick note for this period, this is a private sick note and a charge will be made which the employee must pay before the note is issued.
If the employer ignores the guidance from the Department of Health and states they require a sick note for the employee absence, then the employer must pay the charge. In this case the following must happen:
1. The employer must write to the practice with the enclosed fee requesting the sickness certificate
2. The employee must give written consent for us to release the information
3. A private sick note will then be issued which will be sent directly to the employer.
Complaints Policy
We aim to offer all patients a high standard of care. If you have any concerns regarding your care, you should raise this with the member of staff at the time of your appointment. If you prefer, you may write to the practice manager with your problem. We will issue an acknowledgement within 2 working days and aim to investigate your problem and provide a written reply within 10 working days after seeking advice fom our defence lawyers if necessary. Problems of an administrative nature will be dealt with by the practice manager. Problems with your medical care will be dealt with by our senior partner. If you are not happy with the outcome, we will provide you with advice on whom to contact at NHS Highland Health Board. Please note that any concerns should be notified to the practice within 12 months of the incident, and for reasons of confidentiality that we cannot respond to queries made on behalf of a patient by another person without the written consent of the patient first.
