Practice Policies

How we handle your Personal Data

Please click on the link below to view our privacy notice.

Laggan Privacy Policy

Complaints

The Practice operates a complaints procedure that conforms to NHS guidelines. In the event that you feel the need to complain, please contact the Practice Manager. We would aim to deal with any problem both quickly and effectively. You will receive an acknowledgment within two working days and an explanation within 10 working days.

It would be helpful if you could inform us of any problems as soon as possible after the incident has taken place and, at latest, within 12 months.

In investigating your complaint we aim to:

• find out what happened
• enable you, if you like, to discuss the problem with those concerned
• ensure that, if appropriate, you receive an apology
• try to prevent the same thing happening in the future.

If you are complaining on behalf of someone else then, in order to maintain patient confidentiality, we will need to know that you have their permission to do so.

If you would prefer to complain to someone who is not involved, you can telephone, email or write/fax to the Complaints Office at the address below. You will be given a reply within four weeks of them receiving your complaint. Where there are good reasons why this cannot be achieved you will be kept informed of progress.

The Complaints Team
NHS Highland
P.O. Box 5713
INVERNESS
IV1 9AQ

Tel. 01463 705997
Fax. 01463 713844

If you have still not reached resolution with your complaint final recourse is to;
SPSO Scottish Public Services Ombudsman
Bridgeside House
99 Mcdonald Road
Edinburgh
EH7 4NS.
www.spso.org.uk
0800 377 7330

E. complaints@mailbox.haht.scot.nhs.uk

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.