With patients' needs at the heart of everything we do, our website has been designed to make it easy for you to gain instant access to the information you need. As well as specific practice details such as How To Find Us, Opening Hours and Registration and Changing Your Details, you’ll find a wealth of useful pages covering a wide range of health issues along with links to other relevant medical organisations.
Get Well, Keep Well
Of course we’re not just here for when you are unwell. Our Practice Team consisting of healthcare professionals and back-up staff offer a number of Clinics and Services to promote good health and well being whatever your medical condition.
Our practice is a teaching and training practice. Students attend our surgery from time to time. They have supervise encounter with patients. We appreciate your help in teaching and training of new generation of doctor. If at anytime you are not comfortable with students in room kindly let supervising GP know. We also value your input to improve students experience in surgery.
Join In
We hope you enjoy having a look around the site and familiarising yourself with some of the online features such as ordering Repeat Prescriptions. Comments and suggestions are always a great way of helping us continue to enhance the way we look after you.
Access
The Practice is located on the ground floor of Bridgeton Health Centre.
Our Health Centre is fully accessible for wheelchair access.
43 appointments did not attend in the month of December If you no longer require your appointment please call the surgery in advance so your appointment can be used for someone who requires it. Thank you
We are committed to providing high quality care and treatment to people in our communities 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.
This section 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.
What is a complaint?
We regard a complaint as:
Any expression of dissatisfaction about our action or lack of action, or about the standard of service provided by us or on our behalf.
If you need to complain about something, we encourage you to do so. We also understand that your complaint may involve more than one NHS body or service, or relate to both health and social care services, or it may be about someone working on our behalf. Our complaints procedure covers all of these possibilities.
Who can complain?
Anyone can make a complaint to us. You can complain directly to us, or if you would rather have someone make the complaint on your behalf, we can deal with your representative. This could be a relative, a carer, a friend or any other person that you choose. We can also give you information about advocacy services, and about the Patient Advice and Support Service, which can help you to make your complaint. If you agree to someone making the complaint on your behalf, it is important for you to know that we will need to ask for your permission for us to deal with that person.
What can I complain about?
You can complain about things like:
Your care and/or treatment;
delays;
a failure to provide a service;
an inadequate standard of service;
a lack of information and clarity about appointments;
difficulty in making contact with us for appointments or queries;
treatment by or attitude of a member of our staff;
scheduled or unscheduled ambulance care;
transport concerns, either to, from or within the healthcare environment;
environmental or domestic issues;
operational and procedural issues;
our failure to follow the appropriate process; and
your dissatisfaction with our policy.
We realise that it is not possible to list everything that you can complain about. If you want to complain about something that we have not listed above, we encourage you to do so.
What can’t I complain about?
There are some things we cannot deal with through our complaints handling procedure. These include:
a routine first-time request for a service, for example a request for an appointment or a request for a specific course of treatment;
a request for a second opinion in respect of care or treatment;
matters relating to private healthcare or treatment;
matters relating to services not provided by or funded by the NHS;
a previously concluded complaint or a request to have a complaint reconsidered where we have already given our final decision;
a complaint made by an employee of the NHS Board or health service provider or other person in relation to their employment contract;
a complaint that is being or has been investigated by the Scottish Public Services Ombudsman (SPSO);
a complaint arising from a suggested failure to comply with a request for information under the Freedom of Information Act; and
a complaint about which you have commenced legal proceedings, or have clearly stated that you intend to do so, rather than pursue the matter using the NHS complaints procedure.
We also realise that it is not possible to list everything that you cannot complain about. If other procedures can help you resolve your concerns, we will give information and advice to help you.
How do I complain?
You can complain in person at the place where you have recieved care, treatment or advice, 0r where the incident that you want to complain about happened. You can also complain by phone or in writing. If you wish to complain by email the address is at the top of the page.
Wherever possible we encourage you to speak with a member of staff. It’s easier for us to resolve complaints if you make them quickly and directly to the service concerned. So please talk to a member of our staff at the service you are complaining about. They will always try to resolve any problems on the spot if it is possible to do so.
When complaining, please tell us:
your full name and address, and your email address if this is your preferred method of contact;
the full name, address and date of birth of the person affected if you are complaining on behalf of somebody else;
as much as you can about the complaint;
what has gone wrong;
when did this happen;
where did this happen; and
how you want us to resolve the matter
Giving us this information will help us to clearly identify the problem and what we need to do to resolve matters.
How long do I have to make a complaint?
Normally, you must make your complaint within six months of:
the event you want to complain about; or
finding out that you have a reason to complain, but no longer than 12 months after the event itself.
In exceptional circumstances, we may be able to accept a complaint after the time limit. If you feel that the time limit should not apply to your complaint, please tell us why. If we decide that, because of the time that has passed since the incident occurred, we cannot consider your complaint, you can ask the Scottish Public Services Ombudsman (SPSO) to review our decision.
What happens when I have complained?
We will always tell you who is dealing with your complaint. Our complaints procedure has two stages:
Stage one – early, local resolution
We aim to resolve complaints quickly and close to where we provided the service. Where appropriate, this could mean an on-the-spot apology and explanation if something has clearly gone wrong, and immediate action to resolve the problem.
Sometimes we will have to make some enquiries before we can respond to your complaint. We will give you our decision at Stage one in five working days or less, unless there are exceptional circumstances.
If we cannot resolve your complaint at this stage, we will explain why and tell you what you can do next. We might suggest that you take your complaint to Stage two. You may choose to do this immediately or sometime after you get our initial decision
Stage two – investigation
Stage two deals with two types of complaint: those that have not been resolved at Stage one and those that are complex and require detailed investigation.
When using Stage two we will:
Acknowledge receipt of your complaint within three working days;
where appropriate, discuss your complaint with you to understand why you remain dissatisfied and what outcome you are looking for and give you a full response to the complaint as soon as possible and within 20 working days.
If our investigation will take longer than 20 working days, we will tell you. We will agree revised time limits with you and keep you updated on progress.
What if I’m still dissatisfied?
If you are still dissatisfied with our decision or the way in which we have dealt with your complaint when we have sent you our full response, you can ask the SPSO to look at it.
The SPSO cannot normally look at:
a complaint that has not completed our complaints procedure, so please make sure it has done so before contacting the SPSO;
events that happened, or that you became aware of, more than a year ago; or
a matter that has been or is being considered in court.
We understand that you may be unable, or reluctant, to make a complaint yourself. We accept complaints from the representative of a person who is dissatisfied with our service as long as the person has given their permission for us to deal with that person. We can take complaints from a friend, relative, or an advocate, if you have given them your consent to complain for you.
The Patient Advice and Support Service (PASS) is an organisation that provides free and confidential advice and support to patients and other members of the public in relation to NHS Scotland. The service promotes an awareness and understanding of the rights and responsibilities s of patients and can advise and support people who wish to make a complaint to the NHS. Further information and contact details can be found on the PASS web site: www.patientadvicescotland.org.uk
We are committed to making NHS services easy to use for all members of the community. In line with our statutory equalities duties, we will always ensure that reasonable adjustments are made to help you to access and use our services. If you have trouble putting your complaint in writing, or would like this information in another language or format, please tell us in person or call us on 0141 531 6650.
Please address all correspondence to the Practice Manager.
We can also give you this leaflet in other languages and formats (such as large print).
The right to erasure is also known as “the right to be forgotten” and in general refers to an individual’s right to request the deletion or removal of personal information where there is no compelling reason for Crosshouse Medical Practice to continue using it.
As with other rights, there are particular conditions around this right and it does not provide individuals with an absolute right to be forgotten.
Individuals have the right to have their personal information deleted or removed in the following circumstances:
When it is no longer necessary for the purpose for which it was collected.
When Crosshouse Medical Practice no longer has a legal basis for using your personal information, for example if you gave us consent to use your personal information in a specific way, and you withdraw your consent, we would need to stop using your information and erase it unless we had an overriding reason to continue to use it.
When you object to Crosshouse Medical Practice using your personal information and there is no overriding legitimate interest for us to continue using it.
If we have used your personal information unlawfully.
If there is a legal obligation to erase your personal information for example by court order.
Crosshouse Medical Practice can refuse to deal with your request for erasure when we use your personal information for the following reasons:
to comply with a legal obligation for the performance of a public interest task or exercise of official authority.
for public health purposes in the public interest.
archiving purposes in the public interest, scientific research historical research or statistical purpose.
the exercise or defence of legal claims.
When using personal information our legal basis is usually that its use is necessary for the performance of a task carried out in the public interest or in the exercise of official authority vested in us under the National Health Service (General Medical Services Contracts) (Scotland) Regulations 2018 as noted previously. This means that in most circumstances we can refuse requests for erasure. However we will advise you of this as soon as possible following receipt of your request.
The right to restrict processing
You have the right to control how we use your personal information in some circumstances. This is known as the right to restriction. When processing is restricted, Crosshouse Medical Practice is permitted to store your personal information, but not further use it until an agreement is reached with you about further processing. We can retain enough information about you to ensure that your request for restriction is respected in the future.
Examples of ways you can restrict our processing would be:
If you challenge the accuracy of your personal information, stop using it until we check its accuracy.
If you object to processing which is necessary for the performance of our tasks in the public interest or for the purpose of legitimate interests, we will restrict our processing while we consider whether our legitimate grounds override your individual interests, rights and freedoms.
If our use of your personal information is found to be unlawful and you ask for restriction instead of full erasure we will restrict our processing.
If we no longer need your personal information but you need it to establish, exercise or defend a legal claim, we will restrict our processing.
If we have shared your personal information with any individuals or organisations, if we restrict our processing, we will tell those individuals or organisations about our restriction if it is possible and not an unreasonable amount of effort.
Whenever we decide to lift a restriction on processing we will tell you.
The right to data portability
The right to data portability allows individuals to obtain and re-use their personal information for their own purposes across different services. It allows them to move, copy or transfer personal information easily from one IT environment to another in a safe and secure way. For example: it enables consumers to take advantage or applications and services which can use their information to find them a better deal.
The right to data portability only applies when the individual has submitted their personal information directly, through electronic means to Crosshouse Medical Practice. This means that in most circumstances the right to data portability does not apply within Crosshouse Medical Practice.
Rights related to automated decision making and profiling
You have the right to object to any instances where a decision is made about you solely by automated means without any human involvement, including profiling.
Crosshouse Medical Practice does not undertake any decision-making about you using wholly automated means.
Under the terms of the new General Medical Services Contract, introduced in 2004, the Practice has a contract with NHS Ayrshire & Arran to provide core and enhanced services.
Asthma Clinic
Patients are invited once a year to attend the Practice Nurse for education and monitoring of their condition. If you require help with your inhaler technique please make an appointment with the Practice Nurse.
Diabetic Clinic
Patients with a diagnosis of Diabetes will be invited to attend the Practice Nurse once a year for education and monitoring. At this appointment patients will be seen by the Practice Nurse, Podiatrist. If required Dietician appointment will be made
Hypertension/Cardiac Clinic
Patients with a history of Angina, CHD, High Blood Pressure, Stroke or has a family history of Heart Disease, will be invited annually to attend an initial appointment with the Health Care Assistant to have their blood pressure and cholesterol checked. A further appointment will then be given to see the Practice Nurse.
COPD Clinic
Patients are invited once a year to attend the Practice Nurse for monitoring of their condition.
Ante Natal
In order to make arrangements for midwife and hospital bookings the Doctor will see patients for this service during normal practice hours.
Additional Services
We also provide:
Contraceptive/Family Planning Services
Cervical Screening
Post-natal Services
Annual Flu Clinics
Immunisation Clinic
Travel Clinic
Methadone Clinic (which is held on a Thursday afternoon. Referral is made through G.D.P.S. Tel: – 0141 565 0200).
Private and Non-NHS Work
Some services provided are not covered under our contract with the NHS and therefore attract charges. Examples include the following:
Medicals for pre-employment, sports and driving requirements (HGV, PSV etc.)
Insurance claim forms
Passport signing
Prescriptions for taking medication abroad
Private sick notes
Vaccination certificates
The fees charged are based on the British Medical Association (BMA) suggested scales and our reception staff will be happy to advise you about them along with appointment availability.
This Practice is a member of the Glasgow Emergency Medical Services (GEMS/NHS 24). The surgery is closed after 18:00 Monday – Friday and at the weekends. In order to obtain medical advice at these times, please dial the surgery number, and your call will be transferred to the out-of-hours service.
NHS Direct 24 hour helpline can also be called for advice – dial 111.
Out-of-hours services are generally busy so please think carefully before asking to see a doctor and only do so if you genuinely cannot wait until the surgery re-opens.
In a genuine emergency you should call 999.
Chest pains and / or shortness of breath constitute an emergency.
This section contains various information which you may find helpful about the practice and local health information. Please select a topic from below to read more.
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