Practice Policies

Confidentiality & Medical Records

Locked blue folderThe 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 district nurses and hospital services.
  • To help you get other services e.g. from the social work department. This requires your consent.
  • When we have a duty to others e.g. in child protection cases.
  • 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.

Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.

How We Use Your Contact Details

By providing the practice with your mobile number and email address, you give consent for the Practice to contact you in this way. This includes patient specific information such as appointment reminders and annual review invitations as well as health promotion information. Please ensure your contact details are kept up-to-date and notify us, as soon as possible, of any changes. If you decide you no longer wish us to have your contact details, these can be removed from your record on request.

Smoke Free Zone

the Practice has followed the NHS Ayrshire & Arran’s Smoke Free Grounds initiative, and would respectfully ask you to refrain from smoking in or around the surgery premises. If a healthcare professional visits you at home, we would also ask that you refrain from smoking 1 hour before they arrive. If you would like to talk about any aspect of smoking – for example, help to stop, the effects of second-hand smoke or information about e-cigarettes – call free on 0800 783 9132 or email

Freedom of Information

Information about the General Practioners and the practice required for disclosure under this act can be made available to the public. All requests for such information should be made to the practice manager.

Access to Records

In accordance with the Data Protection Act 1998 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the practice manager and may be subject to an administration charge. No information will be released without the patient consent unless we are legally obliged to do so.


Customer service formWe make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

To pursue a complaint please contact the practice manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception.

Complaints Form - Patient Information Leaflet

Duty of candour

Duty of Candour Annual Report 2019-20

Duty of Candour Policy

Violence 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.

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