Results are available between 12pm and 4pm, Monday to Friday.  Please phone 0345 337 6201 and choose the Results option.

 

Zero Tolerance Policy

The practice considers aggressive behaviour, or any personal, abusive and/or aggressive comments, cursing and/or swearing, physical contact and/or aggressive gestures to be unacceptable. <p">The practice will request the removal of any patient who is aggressive or abusive towards any member of staff, another patient or who damages property.

All instances of actual physical abuse to any member of staff, by a patient or their relatives will be reported to the police as an assault.

 

Accessibility

Whinhill Medical Practice has suitable access for all patients. The practice has accessible toilet facilities as well as designated parking spaces in the car park. A hearing loop is also available at reception.

 

Confidentiality

Your consultations, medical and computer records are confidential. The practice complies with Data Protection and Access to Medical Records Legislation.  Identifiable information about you will be shared with others in the following circumstances:

• To provide further medical treatment for you - e.g. from community nurses and hospital services.
• To help you get other services - e.g. from the Social Work Department (You will be asked for your consent for this)
•  When we have a duty to others - e.g. child protection.

 

Anonymised patient information will also be used at local and national level to help the health board and government plan services - e.g. for diabetic care.  If you do not wish anonymous information about you to be used in such a way, please let us know.

 

You have a right to access information held in your records and on computer. There may be a charge for this-please ask for information at reception.

 

Interpreting Service

If you require an interpreter for your consultation please inform the practice when booking your appointment and we will endeavour to provide this for you. 

 

Sources of Information

Leaflets and other written information about various illnesses and conditions are available on display in the practice.  You will also find leaflets for more general issues regarding NHS services and services relating to social and benefit support and advice. <p">We try to keep the information boards in the practice up to date so please take time to check displays and look for new information each time you are in.

Healthpoint is situated in Aberdeen Indoor Market, Market Street and they can help find information on most health related topics.  Healthpoint can also be contacted by telephone on 08085 202030.

 

Suggestions or Complaints

We make every effort to give the best services possible to everyone who attends our practice. However, we are aware that things can sometimes go wrong resulting in a patient feeling that they have a genuine cause for complaint.  If this is so, we would wish the matter to be settled as quickly, and as amicably as possible. You can either ask to speak to the Practice Manager or send your complaint in writing.

We are continually striving to improve our service. Any helpful suggestions would be much appreciated. 

 

Patients Rights and Responsibilities

You will be treated with respect and as a partner in your care. Being a partner means you have responsibilities too.  We will:

• Ensure our patients have 24-hour access to medical advice.
• Aim for you to have access to a suitably qualified medical professional within 48 hours of your initial contact during practice hours, or in an urgent case, the same day.
• Work in partnership with you to achieve the best medical care possible.
• Involve you and listen to your opinions and views in all aspects of your medical care.
• The prevention of disease, illness and injury is a primary focus. The medical staff will advise and inform you of the steps you can take to promote good health and a healthy lifestyle.

We would respectfully ask that you:

•  Let us know if you intend to cancel an appointment or are running late.
• Treat staff with courtesy and respect.  Reception staff may have to ask some personal questions to assist us in providing you with the best service.
• Inform the practice staff of any alterations in your circumstances, such as change of surname or contact details. Please ensure that we have your correct telephone number, even if it is ex-directory.

As patients, you are responsible for your own health and that of any dependents. It is important that you adhere to information and advice given to you by health professionals, and co-operate with the practice in endeavouring to keep you healthy.

Published: 22/10/2020 14:00