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Practice Charter

Practice And Patients’ Agreement

What we will do for you and what you can do to help us.

The Medical Practice

• You will be treated with courtesy, respect and confidentiality.

• Urgent problems will be seen the same day by whichever doctor is available.

• The practice will try to minimise the wait for routine appointments.

• We will ensure that the practice is fully accessible to the disabled.

• Whenever possible you will be seen by the doctor of your choice for routine appointments.

• You will be seen as near to your appointment time as possible.

• The practice will inform you of the services we provide, how to access them and information to help you be healthy.

• We will process repeat prescriptions within two working days.


• You have a responsibility to treat us with equal courtesy and respect.

• Only request an urgent appointment when you feel it medically necessary.

• If you cannot keep your appointment please let us know as soon as possible so that someone else may use it.

• Please try to be flexible in choosing appointment times so that you can see the doctor of your choice.

• Routine appointments are booked at 10 minute intervals and urgent appointments are booked at five minute intervals.

• The surgery has the best facilities and you get the best care if we can see you here.

• A prescription is not always helpful. Your pharmacist can give help and advice about medicines.

Violence, Threats Or Abuse Towards Staff

We do everything we can to guarantee the safety of everyone in the health centre.

If you choose to be violent or abusive towards anyone working here, we have the right to remove you from the practice list and we will do this immediately.

Confidentiality Of Your Medical Records

We may share information about you with other staff so that they can help with your care (eg nurses, midwives, physiotherapists, social workers, hospital doctors).
We meet the high standards required in a training practice. To guarantee this, we are regularly assessed by doctors from other practices. They may check individual clinical records, in strict confidence.

Emergency Care Summary (ECS): When you contact NHS 24, the nurse or doctor may use your emergency care summary from your GP medical record. The ECS records allergies and medication and important illnesses. The doctor/nurse is then able to know which drugs you have been prescribed, even if you are too ill to tell them. If you do not want your information to be available for this, please tell the practice manager.

We allow qualified staff from outside the practice to check records for quality assurance, Audit and medical research, also in strict confidence.

We exchange information electronically with a national database (SCI DC) for our patients with diabetes. This is secure and confidential.

If you wish your own records not to be used in these ways, please tell the practice manager and we will exclude them.

For any other disclosure of medical information about you, we will ask the person who requests information, to send us your written consent.

We provide medical information in support of sickness benefit claims, if requested by the DSS. We will assume that you agree to this unless you tell us otherwise.

Freedom Of Information Act Publication Scheme

The Freedom of Information (Scotland) Act 2002 enables any person requesting information from a public body to receive that information, subject to certain exemptions.

The Practice Publication Scheme Document is available to view. Contact the practice manager for more information.


Your Neighbourhood Professionals. Just a Click Away! Have you made a will? D I Y Dad Genie Maids Scotmid Funeral Services
37 Imrie Place, Penicuik, EH26 8LF
  • Telephone 01968 672612
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Your Neighbourhood Professionals. Just a Click Away! Have you made a will? D I Y Dad Genie Maids Scotmid Funeral Services
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