Other Practice Information
In this section you will find out more about best times to call us, what to expect, our policies etc.
Springwell Medical Centre uses CCTV images to provide a safe and secure environment for employees and for patients/visitors to the practice. We have a CCTV practice policy available if you wish more information.
Springwell Medical Centre has a legal duty to keep information about you confidential. We will not give any information about you to any other person, or give you any information about another person. This includes appointment times, if you are present in the surgery, test results, medication information etc. If you wish any information to be given to another person then we require written confirmation which will then be attached to your record.
General Data Protection Regulation
General Data Protection Regulation
The General Data Protection Regulation (GDPR) is a new law that determines how your personal data is processed and kept safe, and the legal rights that you have in relation to your own data.
The Regulations applies from 25th May 2018, and will apply even after the UK leaves the EU.
For more information, please click on the links below for our 'Privacy Statement' for patients and 'Data Protection Policy'
Data Protection Policy
GDPR Information Poster
We have disabled parking at the side of the building. There is a buzzer at the front door for patients who have difficulty accessing the building. All of our consulting/treatment rooms are on the ground level. Toilet facilities for disabled patients are also located on the ground floor.
Freedom Of Information
The Freedom of information Act 2002 provides public access to information held by public authorities. A copy of this document can be obtained by contacting the Practice Manager.
How to Complain
Our aim is to provide a caring, efficient and high quality service. If you feel we could have done better we want to know. Please submit any complaints in writing to the Practice Manager in the first instance.
Your complaint will be processed in accordance with NHS Lothian guidance and will be dealt with promptly. If there are any delays in the process you will be kept informed.
Please note it is not appropriate for complaints to be listed on Facebook, Google or any other online platform. Only complaints recieved via the appropriate channel will be dealt with.
Lothian Health Board Details
Details of Primary Care Medical Services in the area can be obtained from: NHS Lothian, Waverley Gate, 2-4 Waterloo Place, Edinburgh, EH1 3EG.
Non NHS Services
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
- Letter from the GP (for college/employer, fitness to fly etc)
- Prescriptions for taking medication abroad
- Private sick notes (less than 7 days off work)
- Vaccination Certificates
Please note the practice does not sign passport applications.
Medical examinations require a special long appointment (17:00 in the evening) and there is usually a fee for these appointments which we require to be paid in full in advance. The receptionist can advise about the fee. Fees are set by the British Medical Association (BMA).
Patient Self Check-in
The practice has a patient check-in touch screen installed in the waiting area. All patients are asked to check themselves in through this device. It is simple to use. Using the touch screen is a more efficient system as patients will be alerted to any time delay of appointments, information we require to be updated, reduces on time spent queuing at the reception desk, less breach of confidential information and frees up the receptionists time enabling them to complete more complex tasks more efficiently. Using the touch screen helps the practice but also patients who need the assistance from reception; the blind, learning difficulties, making follow up appointments, picking up prescriptions, general queries etc.
Due to our patient toilets being used in an inappropriate and undesirable manner we have had to have the patient toilets fitted with locks on the outside. To gain access to the toilets you must ask at reception for the key. We ask all patients to lock the toilet door when they leave and pass the key back to reception.
Patients Rights & Responsibilities
- Receive treatment from a general practitioner
- Receive information about health services
- Have your treatment explained to you
- Refuse treatment in front of medical students or be involved in medical trials
- Have a friend or relative with you
- Have access to an interpreter or signer
- Have access to emergency medical care
- Complain without discrimination
- Have access to contraceptive or maternity services
- Receive treatment regardless of race, gender, age, social class, religion, sexual orientation, appearance, disability or medical condition.
- Be on time for appointments
- Tell the surgery if you cannot keep appointments
- Tell your GP if you move house or change telephone number
- Use the emergency services responsibly
- Treat Healthcare staff politely
- Take care of all medication
- Inform any healthcare professional of any other treatment you may be receiving or medication you may be taking that may influence your care
- Comply with your treatment to the best of your ability.
Research Data Collection
The information recorded about you may be used for reasons other than your personal care, for example, to help protect the health of the general public, to plan for future, to train staff and to carry out medical and other health research. We are involved in research studies which require access to anonymous information (name, address, postcode, full date of birth) are removed. Individual patient’s records are added into a much larger anonymous database from many patients across the UK which is used by researchers outside the practice. This data may be anonymously linked to other data, such as hospital data. If you would like to opt out of this data collection scheme, please let your doctor know and your records will not be collected for use in the anonymous research database. This will not affect your care in any way. If anything to do with the research would require that you provide additional information about yourself, you will be contacted by your GP to see if you are willing to take part; you will not be identified in any published results. If you would like to know more about the data collection scheme, you can speak to the Practice Manager.
Specimens are taken to the Hospital Laboratories by van twice daily, approximately 12:00 and 16:00. Please ensure all specimens are handed in to reception by 15:50 at the very latest to make sure you do not miss the last pick up. Many samples cannot be kept overnight so you may require to repeat the test if you present after 16:00.
Please note we will only accept samples which have been requested from the GP, Practice Nurse or hospital. If you have any symptoms you are concerned about then you must consult with the GP before handing in a sample for testing. Any samples which have not been ordered by the GP, nurse or hospital will be refused.
A couple of years ago we introduced a suggestion box in reception. This has been a great success. We have had numerous suggestions that we have been able to implement eg waiting room couch has been upholstered, patient check-in screen, text message service to remind patients of their appointments etc etc.
We implement the suggestions we feel would benefit the practice and patients, however, there are multiple suggestions we can't approve due to the nature of the NHS and budgets. Any suggestions where we have been able to action are posted on the suggestion board to inform patients what we have done.
We encourage patients to give suggestions/feedback and appreciate all comments so far.
The suggestion box is not an appropriate method for complaints therefore any complaints that are found in this box will not be dealt with. Please see the complaints tab under "Other Practice Information".
If a doctor requests a test e.g. blood test, x-ray, swab, urine test you may not require a further appointment to get the results. The GP receives the results, actions them and will leave a comment for our secretary to pass on to the patient. Our secretary will give results out over the telephone. As our lines are busy in the morning, results are only given out between 13:00-15:00 Monday to Friday. Please telephone the surgery between these times and press option 3 for test results. We encourage patients to call in for all test results in the event that mail is undelivered.
Please note, that we can only give results out to the person they concern. We will not give any results to husband, wife, partner, son, daughter etc and will only give a parent results for children under the age of 16.
Zero Tolerance Policy
We have a zero tolerance policy towards aggression at the practice. Whilst we fully understand the fact that a visit to the doctors may be upsetting or stressful and that some patients are under more stress than others, we will not tolerate any verbal or physical aggression to any member of the practice team or our patients. Any such behaviour will result in the person being removed from the practice list without further warning.