Practice Policies

Compaints Procedure

We always try to provide the best service possible, but there may be times when you feel this has not happened. The following information explains our in-house complaints procedure, drawn up to respond to patient’s grievances.

Please note that we have to respect our duty of confidentiality to patients and a patients consent will be necessary if a complaint  is not made by the patient in person. If you wish to make a complaint, please telephone or write to our Practice Manager, Ms Jennifer Allan. Full details will be taken and a decision made on how best to undertake the investigation.

We will try to address your concerns, provide you with an explanation and discuss any action that may be needed.  You will always receive a written response of any complaint or suggestion you may have.

Please note that we are unable to discuss any patient other than yourself without written and signed consent.

DNA Policy

A ‘DNA’ (Did Not Attend) is an occasion on which a patient does not attend a booked appointment with a member of the practice team without contacting the surgery to cancel prior to the appointment time.

We feel that it is reasonable to ask patients to let us know in advance if they do not intend or are not able to keep their appointment. Patients who are experiencing ongoing difficulties in keeping their appointments should discuss this with the surgery.

Skye Glen Medical Practice reserves the right to remove patients from the practice list if they DNA three appointments within a twelve month period.

When a patient does not attend an appointment without giving advance notice the doctor will code the missed appointment on the patient record.

Private Surgery Abroad

A number of patients have indicated that they wish to go abroad for medical procedures and there are some things you should be aware of if you are considering this.

Your treatment abroad is considered private treatment and the cost of any pre-op or post-op treatments such as blood tests, injections or x-rays, will also need to be factored into your costs.  A notification from the Scottish Government states there will be no obligation on NHS Boards to provide such routine pre and post operative care.  Please see enclosed link to this document below;

Privately Funded Treatment Abroad

Further information can be found on the NHS Inform website, along with help and advice on what to consider before you make you decision.

Surgery abroad without NHS referral | NHS inform