Address & Contact Information
Eden Villa Practice, Health Centre, Bank Street, Cupar, Fife, KY15 4JN
Appointments: 01334 651223, Emergencies & Home Visits: 01334 651226
Results: 01334 651224. This telephone line will be open between 11.00am and 12.00pm and 4.00pm and 5.00pm.
Should you require medical care outwith our surgery opening times please call call NHS 24 directly on 111.
Results of investigations undertaken in the practice, e.g. blood tests and x-rays are available from the receptionists. Please allow 7-10 days for the results to come through and telephone between 11.00am and 12.00pm, or 4.00pm and 5.00pm.
The practice has a strict policy regarding confidentiality and data protection. We will only release test results to the person to whom they relate unless that person has given prior permission for the release of results, or they are not capable of understanding the results.
Rights & Responsibilities
The Practice, in partnership with yourself, is committed to providing you with the best possible medical care.
You will be treated with respect and courtesy as an individual irrespective of ethnic origin, religious belief, personal attributes or the nature of your health problems. In return we ask that you extend respect and courtesy to other patients and to members of the practice staff at all times.
You will receive, in the practice’s opinion, the most appropriate care by suitably qualified professionals. No procedure or treatment will be given without your informed consent. We ask you to comply with advice and treatment given or to advise us if you feel unable to do so.
It is our responsibility to give you treatment and advice. In the interest of your health, it is important that you understand all the information we have given you. We ask you not to withhold from us any information which may be relevant to your health. We ask you to answer any questions frankly and honestly. We ask you to tell us if you do not understand any of the information given.
Any information which you give to any member of the practice staff will be treated with the strictest confidence. This information will not be discussed with a third party unless it is essential for your treatment, at your request or in the interest of public safety.
We endeavour to provide you with full information about the services we offer. Every effort will be made to ensure that you receive the appropriate information that directly affects your health at all times.
We ask you to contact the surgery personally if you require information on procedures or treatment. If for any reason, you are unable to do this, you must advise the receptionist that a friend or relative has your permission to do this on your behalf.
Personal Health Information
All Practice and NHS staff have a legal duty to keep information about you confidential and follow a staff code of Practice.
To give you the care you need we keep information about your visits to the surgery. We keep information about your health, lifestyle, illnesses, tests, prescriptions and other treatments you may have. Information containing data that can identify you, such as your name, address, postcode and date of birth, is called your personal health information and is stored on computer or paper; sometimes both.
At times we share relevant personal health information about you with other organisations involved in your healthcare. For example, when your GP refers you to a Specialist at the hospital we send relevant details in the referral letter and receive information back from them about you. We sometimes share information with other organisations within the NHS in order that you can be invited for health screening.
Relevant personal health information can also be used for administrative tasks such as Practice Audit.
In order that we can be paid for the services we provide, we share your information with relevant NHS organisations in Scotland who can then help to determine that public money is being appropriately spent. We are obliged to allow these checks to be done and we need to share this information to be able to provide you with healthcare services. However, where possible this data is anonymous.
Sometimes we might use information about you, and other patients, to check that we meet required standards or to help improve our services. Whenever we do this we will make sure that, as far as possible, we do not share any information that could identify you.
Where you need a service that we provide jointly with the local authority no information will be given to them unless you have granted them your permission. On occasion we are required by law to pass on information to other organisations e.g. reporting some deaths and certain diseases.
The law sets out how we can use your personal health information. Under the Data Protection Act (1998) you are entitled to access your clinical records or any other personal information we hold about you. Applications to access your information should be made in writing to the Practice Manager.
Violence & Aggression
If patients display physically or verbally violent or threatening behavior within the Practice premises the Police will be notified. This also applies should threatening behavior be shown to Doctors or other members of the Primary Health Care Team while visiting a patients home. Under such circumstances patients will subsequently be removed from the Practice List.
If you have any complaints or concerns about the service you have received from the doctors, nurses or staff working for the practice, please let us know.
We hope that most problems can be sorted out easily and quickly, often at the time they arise with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – because this will enable us to establish what happened more easily.
Complaints may be made in person – please ask to speak to our Practice Manager – or in writing – some complaints may be easier to explain in writing. Please give as much information as you can, then send your complaint for the attention of the Practice Manager.
We would like to make sure that we settle any complaints as quickly as possible. There are two stages to our complaints process.
Stage 1. Early resolution. Compliant to be dealt within 5 days.
Stage 2. If the nature of the complaint requires further investigation we would require more time. In this case we would deal with your complaint within 20 days.
In some cases, this may take longer and we would ask for an extension. We will keep you informed at all times.
When we look into your complaint we shall aim to:
- Find out what happened and what went wrong
- Make it possible for you to discuss the problem with those concerned, if you would like this
- Ensure that you receive an apology, where appropriate
- Identify what we can do to make sure the problem does not happen again.
- Ask for feedback regarding the complaints process. Please find a link through Contact us/your views, on the homepage.
Complaining on behalf of someone else
Please note that we keep strictly to the rules of medical confidentiality.
You can complain for someone else if you:
- Have their agreement to complain. A letter signed by the person will be needed unless they are incapable, because of illness, of providing this. Alternatively a pre-printed form (Authorisation to Make a Complaint) is available from the practice
- Are a parent, guardian, or main carer and your child is not mature enough to understand how to make a complaint
- Have a welfare power of attorney or a welfare guardianship for someone who cannot make decisions for themselves, and the order gives you the power to make a complaint about health care
- Are a relative of, or someone with a relationship with, a patient who has died and you were concerned for their welfare
- Are acting as an advocate for the patient
We hope that if you have a problem that you will use the procedure described. We believe that this will give us the best chance of putting right whatever has gone wrong and the opportunity to improve our practice.
The frequency and nature of complaints to be monitored by the Practice Manager. This to be reviewed at practice meeting at least annually and more frequently if required.
If a complaint has, in the opinion of the complainant, not been dealt with appropriately within the Practice, the Patient should be informed of his right to seek further investigation by the Scottish Public Services Ombudsman.