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Charlotte Medical Practice
12-28 Lochfield Road


Charlotte Street Patient's Charter


What you can expect from us:


We aim:

  • To provide a high quality service at all times, intended to meet the health needs of you and our family, and to treat you with courtesy and respect
  • To offer quickly the most appropriate care given by suitably qualified people who will explain your condition and treatment in an understandable way
  • To provide a non-urgent appointment with a suitable clinician within 10 working days
  • To provide for emergency conditions, a consultation with a suitable clinician on the same day
  • To provide repeat prescriptions, within two working days
  • To provide home visits for those too ill to attend surgery
  • To treat all information and details in the strictest confidence, and to give you access to your health records subject to any limitations of the law

What we expect from you:

  • To attend appointments on time, or to give adequate notice of you have to cancel, as non-attendance is very wasteful
  • To request a home visit only when too ill to attend surgery and not for social convenience. If possible requests should be made by 10a.m. to allow us to plan the day’s work
  • To request an “Out-of-Hours” consultation or visit “A&E” only when truly necessary
  • To treat staff with the courtesy you would expect to receive
  • To try to attend Health Promotion Clinics when invited
  • To request repeat prescriptions well in advance
  • To try to maintain a healthy lifestyle



This practice strongly supports the Scottish Executive’s Policy on zero tolerance.


Violence and abuse is a growing concern within the NHS.  The Doctors and their staff have the right to care for others without fear of being attacked or abused. We ask that you treat your GP and practice staff properly without violence or abuse be it verbally, physically or in any threatening manner whatsoever. Should a patient be violent, abusive or aggressive to a doctor or any member of their staff, we will ask that their name be removed from our list of patients with immediate effect. They will then have to contact the local Health Board (0845 300 1024) to register with a new Practice. We will not hesitate to summon the police to remove offenders from the practice premises. In the event of the individual having already left the premises, they will always be reported to the police.




Since the 4th of February 2003, all calls to and from the surgery are recorded.




In order to improve patient care, our surgery continually reviews its patient health care and prescribing policies. To facilitate these reviews, it will be necessary for the Prescribing Support Pharmacist or other Health Care Professionals to visit or contact the practice on a regular basis and offer advice on improvements to patient care or to collate information. These reviews will be carried out in the following way: checking of individual patient manual/computer records and the sharing of information between health care agencies. If any patient objects to this, or they wish to discuss any aspect of this policy, please ask to speak to the Practice Manager.




Our Practice is registered with the Data Protection Registrar. Typical Activities are: The Administration of Patient Records; The Provision of General Medical Services; Other Medical, Pharmaceutical, Nursing or Ophthalmic Treatment or Care; Pathology or Other Investigative Services; Diagnosis, Therapy, Rehabilitation, Preventative Care, Screen And Follow Up Health Services; Analysis of Management Purposes and Statutory Returns etc. Data subjects are: Current, Past and Prospective Patients, Current, Past and Potential Employees, Survey and Research Organisations. To provide you with the care you need, we hold details of your consultation, illnesses, tests, prescriptions and other treatments that have been recorded by everyone involved in your care and treatment e.g. GP, practice nurse, district nurse or health visitor. This information may be stored on paper or electronically on computer files.


We will provide an “Emergency Care Summary (ECS) to Accident and Emergency (A&E) departments and to Out of Hours (OOH) on request. The ECS contains basic information about you such as prescribing and allergy information, and is designed to enhance your care in an emergency situation. The practice commends this system, which can be accessed electronically by OOH and A&E departments throughout Scotland. You can however opt out of this service by writing to the Practice Manager.


Our practice participates in regional and national programmes such as the cervical cytology and breast-screening services. Your name, address, date of birth and Community Health Index (CHI) number may be provided to these organisations so you can be included in these NHS health screening initiatives. We are required to provide basic details about you to NHS Dumfries & Galloway and also to NHS Services Scotland in order to receive payment for any services provided to you. These organisations have a duty to protect public funds, and are authorised to verify that payments are being properly made. We are required to co-operate with these checks and the disclosure of your basic data is a necessary part of our provision of health care services. Sometimes we may participate in studies that are designed to improve the way services are provide to you or to check that our performance meets required standards and benchmarks. Whenever we take part in activities such as these we will ensure that information is anonymised and any details that may identify you are not disclosed.


Our use of your personal health information is protected by a duty of confidentiality and is regulated by the Data protection Act. The Act gives you a number of rights in relation to how your personal information is used, including a right to access information we hold about you. See the leaflet “How to see your Health Records” available in the surgery or visit the following web sites: www.scotconsumer.org.uk/hris or www.show.scot.nhs.uk/healthrights.


Everyone working in the NHS has a legal duty to keep information about you confidential and adheres to a code of practice on protecting patient confidentiality. Further information on this can be found at http://www.confidentiality.scot.nhs.uk/. If you have any queries or concerns on how we use you personal health information, or would like to access you information, please contact our Practice Manager.




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. Please contact the Practice Manager for more information.

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