Practice Policies

Referral Process for patients

25.5.18 Privacy Notice for Children (GDPR)

25.5.18 Millig Practice Privacy Notice (GDPR)

Patient Rights and Responsibilities

All members of the practice team are dedicated to providing high quality health care. In particular, the practice will:

  • Maintain patient's right to absolute confidentiality.
  • Enable the patient to be seen by a doctor that day if the patient considers the problem is
    medically urgent.
  • The practice has developed its own website whereby you can order prescriptions and
    access information about the practice and the services we offer.
  • Give immediate treatment to patients with urgent medical conditions - these patients will
    be given priority and will be seen as soon as possible, even when this may cause delay to booked appointments.
  • Have repeat prescription requests available for collection within 2 working days.
  • Begin surgeries at the appropriate time. Any delay will be due to medical necessity. When
    there is a delay in excess of 30 minutes, patients will be informed and be given the choice to make an alternative appointment.
  • Refer patients to a consultant acceptable to them if their GP thinks it appropriate.
  • Give patients information about their own health, particularly;
    • The illness and choices of treatment
    • Likely outcome of this illness
  • Offer advice and seek to inform patients of;
    • Steps they can take to promote good health and to avoid illness, e.g. stopping smoking, diet, exercise, immunisation etc.
    • Advice on self-help which can be undertaken without reference to a nurse, health visitor or doctor in the case of minor ailments
  • Inform patients of services available by means of notice boards and leaflets.
  • Offer all new patients an appointment with our health care assistants or practice nurse.
  • Welcome any suggestions to improve service. These will be considered by the appropriate
    team member and a response given.
  • Give a full and prompt reply to a written complaint within 10 days.

In return, we expect patients to:

  • Be courteous to staff at all times
  • Attend appointments on time or to give the practice adequate notice that they wish to
    cancel. Lateness or non-attendance inconveniences other patients and can jeopardise your
  • Use urgent appointments appropriately.
  • Appreciate that a routine appointment is 10 minutes long and is for one person only - where
    another member of the family needs to be seen or discussed, another appointment should
                    be made.
  • Make every effort to consult at the surgery to make the best use of doctors and nurses time.
                    Home visits will be made to the seriously ill and the housebound.
  • Reorder their prescriptions well in advance. They should attend for review as advised.

 Zero Tolerance

In line with the rest of the NHS, we have a zero tolerance policy towards violent or aggressive patients. An act of verbal aggression towards any member of the practice team, other patients or visitors will result in a warning and, if a patient of the practice you may be removed from our practice list. Any repeat of the behaviour will result in removal from the practice list. An act of violence to a member of the practice team, another patient or visitor or damage to practice property will result in immediate removal from the practice list.

Data Protection

In accordance with the Data Protection Act 1998 the Practice is registered on the Data Protection Register.

The Act gives you the right to know how we will use your personal health information. This leaflet can only give a short description of how we use information, but the practice manager will be happy to answer any questions you may have.

You also have the right to object to us making use of your information. You can ask us to change or restrict the way we use your information and we are obliged to agree if it is possible to do so. Again your practice manager will be happy to provide you with guidance.

The Act also gives you the rights of access to any personal information that we hold about you, either in written health records or on computer. If you wish to see, or get a copy of your information, you should contact the practice manager. There may be a charge for this. If you think any of the information in your record is inaccurate, incomplete, or out of date you can ask to have the record amended.

Freedom of Information – Publication Scheme 2002

The publication scheme is available from reception, it is a guide to the classes of information the practice makes available.

Health Board

Details of all primary medical services in Helensburgh can be obtained from:

Highland Health Board, Assynt House, Beechwood Park, Inverness IV2 3HG


Phone 01463 717 123

Complaints and Suggestions

We hope to provide you with a comprehensive medical service, but if you have any complaints we ask that you write to or contact the practice manager, Mrs Pauline MacLean.

Complaints will be promptly acknowledged within two working days and the practice will make every effort to answer each complaint within 10 working days of it being lodged.

If you don’t feel comfortable complaining to the practice you can put your complaint to Highland NHS as below:-

The Complaints Team

NHS Highland, PO BOX 5713, Inverness IV1 9AQ

Phone: 01463 705 997


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