Charleston Surgery

5 South Campbell Street, Paisley, Renfrewshire, PA2 6LR

Practice charter

Complaints & Suggestions

We always try to provide the best service possible, but there may be times when you feel this has not happened. We are always pleased to receive feedback from our patients, whether positive or negative. We have our own in-house complaints procedure. Complaints should be made in writing to our Practice Manager Nadia Ghanbari.

Your Personal Health Information

In order to provide care for you we keep records. This is increasingly done using computers. When this information contains personal and confidential data it is called Personal Health Information. We sometimes share information with other organisations involved in your healthcare. We only share relevant information. We are obliged to comply with the Data Protection Act 1998 and other guidance on Privacy and Data Confidentiality, and we take this very seriously. If you have any queries about issues relating to Data Protection or Confidentiality please contact the Practice Manager.

Access to Medical Records

Patients have a right to see their own health records, subject to certain limitations.

Rights & Responsibilities

Your rights as a patient

  • During all dealings with the doctors, their staff and other health professionals that may be involved in your care, you can expect that your right to confidentiality will be respected.
  • We will treat you with respect. We operate a policy of non-discrimination in the Practice. We will not discriminate on the grounds of age, gender, disability, medical condition, race, religion, or other cultural preferences or beliefs.
  • We will endeavour to keep you informed of the aims of your treatment, likely outcomes and possible side effects. We aim to help you understand your illness and work in partnership with you.
  • We endeavour to operate to standards set by the Royal College of General Practitioners. We are a Training Practice, responsible for the training of doctors for the speciality of General Practice, and are assessed regularly by the professional training bodies for General Practice. We will aim to ever improve standards, as we are able, given the resources we have available for your care.

Your responsibilities as a patient

  • You should let us know of any changes in your address and phone number as soon as possible.
  • Please help us by using the services we provide with patience and understanding. For example, we ask that you only request housecalls for those who cannot attend the surgery and that non-urgent telephone calls are not made during peak busy times in the mornings.
  • Please give us time to process your repeat prescriptions.
  • We need you to inform us as soon as possible if you cannot keep an appointment. This allows us to give the appointment to someone else.
  • We insist that our staff are treated with respect. It is not acceptable to be rude or offensive to the staff even when you are under stress. Offensive behaviour may lead us to asking you to find another Practice. We operate a zero tolerance policy to violent behaviour and will not hesitate to call the police and to press charges if this happens.