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.

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.

Complaints 

Customer service formRiverview Practice is committed to providing high quality care and treatment to our patients through the delivery of safe, effective and person-centred care. We understand, however, that sometimes things go wrong. If you are dissatisfied with something we have done, or have not done, please tell us and we will do our best to put things right.
If we cannot resolve matters in the way you want, we will explain why it’s not possible to do as you suggest.
The leaflet below tells you about our complaints procedure and how to make a complaint. It includes information about what you can expect from us when we are dealing with your
complaint.

Complaints Procedure

Zero Tolerance Policy

During the past few months everyone at the practice has worked extremely hard to adapt to the current COVID restrictions and implement new ways of working to keep our patients and staff safe and well.  This has seen the introduction of new ways of accessing healthcare which we have had to implement and learn quickly. 
Every staff member at the practice has worked throughout the pandemic and will continue to do so.  The practice has remained open throughout the pandemic. We have followed the guidance issued by the Scottish Government and NHS Highland.  We have sacrificed time with our families and worked unsociable hours to ensure the changes made allow our patients to continue to receive healthcare. 
Despite this our staff have been subject to an increase of verbal abuse and derogatory comments daily. Our administration team are faced each day with patients shouting and being unpleasant.  
The surgery follows a Zero Tolerance policy and anyone deemed to have breached this will receive a warning from the practice. Repeated warnings may lead to your removal from the practice list. 

The NHS operates 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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