Contact Numbers

Tel: 0141 632 8883
Tel: 0141 632 1233
Fax: 0141 636 0654
NHS 24: 111 
   

Opening Hours

Mon: 08:30 - 17:30
Tue: 08:30 - 17:30
Wed: 08:30 - 17:30
Thu: 08:30 - 17:30
Fri: 08:30 - 17:30
   

Evening Surgery

Mon 17.30- 18.45
Tue 17.30 - 18.30
   

Complaints Procedure

At Waverley Park Medical Practice we make every effort to provide the best service possible to everyone who attends our practice.


If you have a complaint or concern about our service or any doctor or member of staff then please contact the Practice Manager in person, by telephone on 0141 632 8883 or by email on This email address is being protected from spambots. You need JavaScript enabled to view it. .  He will then ensure your concerns are dealt with promptly in line with the NHS complaints procedure below. 

 

Summary of NHS complaints procedure

You can make your complaint in person, by phone, by email or in writing.

Complaints should be made within 6 months from the date on which the matter of the complaint comes to the complainant's notice provided that this is no later than 12 months after the date on which the matter of the complaint occurred.

We have a two-stage complaints procedure.  We will always try to deal with your complaint quickly.  If however it is clear that the matter will need a detailed investigation, we will inform you and keep you updated on our progress.

 

Stage 1 - Early Resolution - 5 working days

We will always try to resolve your complaint quickly, within 5 working days if we can.

If you are dissatisfied with our response, you can ask us to consider your complaint at Stage 2.

 

Stage 2 - Investigation - 20 working days

We will look at your complaint at this stage if you are dissatisfied with our response at Stage 1.   We also look at some complaints immediately at this stage, if it is clear that they are complex, serious or high risk and require detailed investigation.

We will acknowledge your complaint within 3 working days.   A definitive response will then be provided to you within 20 working days following a detailed investigation of the points raised.

 

The Scottish Public Services Ombudsman (SPSO)

If you remain dissatisfied with our final decision on your complaint or with the way we have handled your complaint, you can ask the SPSO to consider it.

The details of how to contact the SPSO will be provided with our final decision.

 

Our complaints officer is Dr P M Newman.

 

The Scottish Bowel Screening Programme

Bowel (or colorectal) cancer is the third most common cancer in Scotland after lung and breast cancer. Every year, almost 4,000 people are diagnosed with the disease. For men the risk of getting colorectal cancer over the age of 50 is 1 in 18 (5.5%) and for women the equivalent risk is 1 in 22 (4.5%).

The Scottish Bowel Screening Programme invites all men and women in Scotland between the ages of 50 to 74 for screening every two years.  Once a patient is 'called' they will be recalled during the same month every two years until they are 75. 

Patients are sent a kit and are encouraged to return this within three months, but kits will be accepted up to six months after they are sent.

Thereafter, patients wishing a replacement kit or any advice should phone the Bowel Screening helpline on 0800 0121 833.

For further information click this link: www.healthscotland.com 

Breast Feeding

Breast feeding is welcome within all public areas of Waverley Park Medical Practice.

SPIRE

SPIRE stands for Scottish Primary Care Information Resource.

It enables the extraction of small amounts of anonymised data from GP practices' clinical systems.  It will analyse data and monitor the health of the population to help create an effective strategy for health and social care services.  It will also help researchers learn more from patient information held at GP practices.

 It has to be stressed that all information is extracted in a confidential and secure way.

A four week campaign, involving radio, press and digital advertising, will run from 7-31 March 2017.  Data extraction is not scheduled to commence until May 2017 at the earliest. This timeframe will allow patients time to find out about SPIRE and to opt out of their data being extracted if they wish.

To find out more about SPIRE, please visit www.spire.scot.nhs.uk .

If, after reading the information there, you wish to opt out, you are requested to use the form available on the SPIRE website and hand this in to the practice or call in at reception to obtain an opt out form.  A code will then be added to your notes which will prevent the extraction of any data.

If you later change your mind you can contact the practice in writing and a subsequent code can be added to your record to allow the extraction to take place.

How to register with our Practice

Our catchment areas are G41, G43 & G77.   If you wish to register with our Practice we will ask you to complete an application form and health questionnaire, these are available from reception.  All newly registered patients will be asked to see the Practice Nurse or Health Care Assistant for a screening health check and to find out about the patient's medical history. If possible, this should be carried out before you see the doctor so that a synopsis of your medical history, tests, and immunisation status is available to the doctor at that time.

All patients are registered with the Practice and not a specific doctor but you are at liberty to request an appointment with any doctor.  Please be aware that if you require an emergency appointment or a house visit, this will be with the doctor on call.

Confidential Matters

If you wish to discuss anything confidential with the Receptionist you will be taken to a private area within the Surgery to discuss this.

Practice Announcements

Flu Vaccinations

We currently have ongoing flu vaccination clinics at the practice for those patients who meet the criteria.

Click here to see who should have a flu vaccine.

 

Test Results

If you wish to find out about test results please telephone the Surgery after 2.00pm Monday - Friday on 0141 632 8883.

Patients’ Rights & Responsibilities

You have the right to be treated with courtesy, dignity and respect.  It is your responsibility to extend the same courtesy and politeness to the Practice Staff & Clinicians.  It is your responsibility not to misuse appointments by cancelling them in advance if you no longer require the appointment.  You have the right to be informed if you will be kept waiting for more than 20 minutes past your appointment time.  You have the right to request a housecall if your illness or infirmity renders you housebound.  Your doctor has both the right and responsibility to make a final decision whether a housecall will be made.

Patient Appointment DNA Rate

In attempting to improve our service and increase the number of appointments available to patients we look on a weekly basis at appointments where patients have failed to attend but did not cancel.  Please see number of DNAs per month in the table below:

January

29

            

July

 

February

33

 

August

 

March

36

 

September

     

April

21

 

October

 

May

48

 

November

 

June

39

 

December

   

 

If for any reason you are unable to make an appointment that you have booked please notify the practice so that we may free this up for other patients.

Due to the rising number of DNAs and the demand for appointments we have decided to change our appointment policy.  Details of the new policy can be seen by clicking the Appointments tab above and scrolling to the bottom of the page.

 

Health Information & Leaflets

We have a range of leaflets and information on various topics; these are situated in the ‘Quiet Area’ at the bottom of our staircase.

Baby Changing Area

The baby changing area is situated in the downstairs toilet.

Disabled Access

Working as we do, from modern custom built premises, there is easy access to the surgery for disabled patients.  We have a toilet suitable for use by the disabled allowing wheelchair access if necessary.

What you can do to help us.

If you change your name, address or telephone number, please let our receptionists know.

If you cannot attend your appointment please let us know as early as possible.

Any suggestions for improving our services to you, or complaints about the services you receive should be directed to the Practice Manager.

Data Protection

The Practice is registered under the Data Protection Act 1998.  Information about you will be retained both on paper and computer and will be available to Clinical and Administration Staff who require access for the purpose of your care.  We may also use this information for audit purposes and it will not be used in a manner which can identify you without your permission. If you wish to opt out of this data sharing please contact the practice manager (Grant Anthony) on 0141 632 8883 to discuss this.

Freedom of Information

By law the Practice has to respond to any member of the public who requests details about recorded information held within The Practice.  Under the Freedom of Information Act, no person can be given access to your clinical records or any information about you is disclosed.

Medical Records & Sharing of Personal Health Information

As a training practice, we are continually assessed. As part of the assessment, the assessors may look at your records, either manually or by computer, or both. Your records may be disclosed to persons outside the primary care team which provides your care. The purpose of such disclosure is strictly limited to a verification process which is required to assess the quality of care provided by your Practice. The assessors adhere to a strict duty of confidentiality. Only a qualified doctor who has been vetted and has signed a confidentiality statement may look at your medical notes. You may object to the whole, or any part of the inspection of your records and your objection will be respected.

When you are referred to a hospital doctor a summary copy of your electronic records is transferred along with the referral letter. The mode of transfer is through a secure NHS Intranet service.

Hospitals

Glasgow Royal Infirmary 0141 211 4000
Glasgow Royal Maternity Hospital 0141 211 5400
Leverndale Hospital  0141 211 6400
Rosshall Hospital  0141 810 3151
Royal Hospital for Sick Children 0141 201 0000
Queen Elizabeth University Hospital 0141 201 1100
Victoria Infirmary  0141 201 6000
Victoria Geriatric Unit  0141 201 6161
Western Infirmary  0141 211 2000

Research Studies

The staff at this practice record information about you and your health so that you can receive the right care and treatment. We need to record this information, together with the details of the care you receive, because it may be needed if we see you again.

We may use some of this information for other reasons, for example, to help us to protect the health of the general public generally, to plan for the future, to train staff and to carry out medical and other health research for the benefit of everyone.

We are currently involved in research studies for which we provide anonymised information from patients’ notes. You cannot be identified in any way from this information as none of your personal details are given to researchers. Individual patients’ records are added into a much larger anonymous database, containing records from millions of patients across the UK. This information is used by researchers outside this practice. The database to which we contribute anonymised records is known as The Health Improvement Network. This database is managed by a company outside the NHS which does not have access to your personal details, only to anonymous medical records. The data are used for research into such topics as drug safety, disease patterns, prescribing patterns, health economics and public health. Many of these studies provide useful information to medical staff on diseases, the use of drugs or outcomes of disease or treatment.

These studies may be performed by academic researchers or commercial companies amongst others. However, no researcher has access to your full details such as your name and address, initials or your full date of birth. The researchers are not given information on the GP nor the practice name, address or post code.

If you would like to opt out of this data collection scheme, please let your doctor know and no data from your records will be collected or used in research. 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 to see if you are willing to take part; you will not be identified in any published results.

NHS24