Practice Charter

Our Responsibilities To You

  • We are committed to giving you the best possible service. This will be achieved by working together. You will be treated as a partner in the care and attention you receive.
  • You will be treated as an individual and will be given courtesy and respect at all times, irrespective of your ethnic origin, religious belief, personal attributes or the nature of your health problems.
  • Following discussion, you will receive the most appropriate care, given by suitably qualified people. No care or treatment will be given without your informed consent.
  • We run an appointment system in this practice. You will be given a time at which the doctor or nurse hopes to be able to see you.
  • We will try to ensure that you are seen on time but some consultations take longer than others and we have no way of knowing about this in advance. If there is a patient with an emergency or a serious problem we will give them priority. When there is a prolonged delay an explanation will be given by the receptionist.
  • We will provide you with information about how to make suggestions or complaints about the care we offer. We want to improve services; we will therefore welcome any comments you have.
  • We will try to answer the phone promptly and to ensure that there is sufficient staff to do this.
  • Results of investigations are important. You will normally be told how you will be informed of the results. If you do not know, please check with reception to see whether you should make an appointment.
  • We will give you full information about the services we offer. Every effort will be made to ensure that you receive that information which directly affects your health and the care being offered.
  • It is our job to give you treatment and advice. In the interest of your health it is important for you to understand all the information given to you.
  • The practice will offer patients advice and information on:
  • Steps they can take to promote good health and avoid illness.
  • Self help which can be undertaken without reference to a doctor in the case of minor ailments.

NHS Tayside

NHS Tayside has a separate complaints and advice team which can be contacted on Freephone: 0800 027 5507 or email

This team will be able to give impartial advice and support but it must be made clear that NHS Tayside cannot assume responsibility for either the circumstances leading to the complaint or for the resolution of the complaint as this rests solely with the GP practice.

Violence/Abuse Policy

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. We would ask all patients and their relatives to respect this and speak to the practice staff in a suitable manner. We will always endeavour to assist patients in the best possible way.

Freedom of Information (Scotland) Act 2002

The Freedom of Information (Scotland) Act 2002 came into force on January 1st 2005 and enables any person requesting information from a public body to receive that information, subject to certain exemptions. This is to encourage public authorities (such as GP Practices) to be more open and accountable and organise their information in an efficient and accessible way.

Under the Data Protection Act 1998, patients are entitled to access their clinical records or any other personal information held about them. Please contact reception to arrange this.

The Practice Publication Scheme Document is available to view; please contact reception for more information.

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