Practice Policies & Service Information

This section lists some of the most important Practice Policies. It is not practical to list all of the Practice policies on this website but please speak to our Practice Manager if you require details of our other policies.


Carers

It is helpful to know if you have a Carer (someone who takes on an unpaid caring role) or if you are a Carer for someone else.

In addition, please see 'Unpaid Carer Support Organisations in Aberdeenshire' in Local Care & Support Organisations.

Chaperones

The practice is committed to providing a safe and comfortable environment where patients and staff are confident that best practice is being followed.  

Patients are entitled to ask for a chaperone for any consultation, examination or procedure where they feel they prefer to have a chaperone.  

The Practice will endeavour to provide a chaperone on request, but patients would help us by requesting a chaperone when booking an appointment where a chaperone is required.  This may mean rescheduling appointments in order to meet this need.

A doctor, nurse or other health care professional may also require a chaperone to be present for certain consultations.

Complaints Procedure

Inverurie Medical Group seek to provide a quality service to all our patients. If you are not satisfied with the service that you have received from the staff or doctors working in the practice then you are entitled to an explanation.

We operate an in-house complaints procedure to deal with your complaints. We follow the NHS Scotland Complaints Handling Procedure which can be viewed here.

Your complaint will be investigated and we will acknowledge receipt of your complaint within two working days. Depending on the nature of your complaint, resolution will be within the timescales of the NHS Complaints Procedure guidelines.

This procedure does not deal with matters of legal liability or compensation. If this in-house procedure is not an appropriate form of investigation you will be referred to the correct authority.

The procedure does not affect your statutory right to make a formal complaint to NHS Grampian nor does it affect your right to seek compensation in law.

Complaint Forms

Our formal complaint forms can be downloaded here:

Complaint Form Part 1

Complaint Form Part 2

Patient Rights & Responsibilities

We Ask That You

  1. Treat all healthcare staff in a reasonable, courteous manner.
  2. Be on time for appointments.
  3. Contact the practice in good time to cancel or rearrange an appointment. This will allow other patients to be seen in the time previously allocated to you.
  4. Telephone for a home visit before 10.00am.
  5. Only make use of a 24 hour emergency service in the event of a real emergency.
  6. Do not expect a prescription with every consultation.
  7. Lead a healthy lifestyle and take advice given to you by your doctor and primary healthcare staff.

All Our Patients Can Expect

  1. To receive information about services and treatment.
  2. To receive treatment which is safe and effective, based on the best available evidence.
  3. To be treated with dignity and respect.
  4. To be afforded privacy and confidentiality from all doctors and primary healthcare staff.
  5. To be informed and involved regarding all decisions about your care and treatment.
  6. To receive effective communication with patients, their families and carers.

Violent or Abusive Patients

We reserve the right, in line with the NHS Zero Tolerance Policy, to exclude any individuals who are violent or abusive to the Doctors, the staff or any persons on the practice premises or in the place where treatment is being provided.