Practice Charter

Help Us To Help You

Please let us know if you change your name, address or telephone number.

Please do everything you can to keep appointments and tell us as soon as possible if you cannot. Otherwise, other patients may have to wait longer.

We need help too! Please ask for home visits by the doctor only when the person is too ill to visit the surgery.

Please keep your phone calls brief and avoid calling during peak morning time for non-urgent matters.

We ask that you treat the doctors and surgery staff with courtesy and respect. We will not tolerate any abusive behaviour to the doctors and staff. Any such behaviour will result in the offender and family being removed from our list. Any violent behaviour will be reported to the police.

Please read our practice booklet; along with this website it will help you get the best out of the services we offer.

It is important that you understand the information given to you; please ask us questions if you are unsure of anything. Remember, you are responsible for your own health and the health of your children. We will give you our professional help and advice. Please act upon it.

Access To Patient Information

No information will be given to outside agencies ie lawyers, insurance companies, employers. etc, without the written consent of the patient. The patient has the right to see any information given to any of these agencies.

Comments/Complaints

Our aim is to provide the best possible quality of care within the financial constraints imposed by the NHS. Our intention is to carry this out in a pleasing and courteous manner. If you have any complaints or comments please contact the practice development manager, Mrs Pauline Young. We have an in-house complaints procedure.If you are not satisfied with the investigation and outcome of the complaint, you should write to the Patient Relations and Complaints Manager, Ayrshire and Arran Primary Health Care Trust, Eglinton House, Ailsa Hospital, Dalmellington Road, Ayr KA6 6AB.

If, after this, you still feel the complaint is unresolved you can contact the Scottish Public Services Ombudsman: Alice Brown, Scottish Public Service Ombudsman, 23 Walker Street, Edinburgh EH3 7HX.

Freedom Of Information – Publication Scheme

The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme. A Publication Scheme is a guide to the ‘classes’ of information the practice intends to routinely make available.

This scheme is available from reception.