Please tell the practice as soon as possible if you cannot attend an appointment or will not be available for a telephone consultation.

How the policy works

• After one missed appointment, the practice may send an informal reminder.
• After two missed appointments within 12 months, the practice may send a formal written warning explaining the next steps.
• After three missed appointments within 12 months, the practice may consider removing the patient from its list after reviewing the circumstances.

Cancelling promptly allows the appointment to be offered to another patient.

If you are dissatisfied with something the practice has done, or not done, please tell the practice so it can try to put matters right.

How to complain

Address written complaints to the Practice Manager. They can be delivered to the practice or emailed to ppmc@lanarkshire.scot.nhs.uk. Mark email complaints for the attention of the Practice Manager.

What happens next

The practice follows the NHS Scotland two-stage complaints process: early local resolution where possible, followed by a detailed investigation when needed. The practice will explain who is dealing with the complaint and keep the person updated.

Independent help

The Patient Advice and Support Service can provide free independent advice. Telephone 0800 917 2127 or visit Patient Advice Scotland.

NHS Lanarkshire uses a two-stage complaints process. Stage one aims for early local resolution, normally within five working days. Stage two is used for unresolved or complex complaints; it is normally acknowledged within three working days and answered within 20 working days unless more time is needed.

After the final response, a person who remains dissatisfied may ask the Scottish Public Services Ombudsman to consider the complaint. The published document also explains time limits, representation, reasonable adjustments and support from the Patient Advice and Support Service.

 

Everyone has the right to give and receive care without fear of attack or abuse. The practice asks patients, visitors and staff to treat one another with respect and courtesy.

Violence, threats, verbal or racial abuse, sexual harassment, deliberate damage, theft, fraudulent attempts to obtain medicines or services, and persistent unreasonable demands will not be tolerated.

The practice will consider the circumstances and use removal from the patient list only as a last resort where the relationship has irretrievably broken down. Immediate action may be taken where there is violence or police involvement.

Portland Park Medical Centre is the data controller for personal information it holds as an independent contractor providing NHS primary medical services.

Why information is used

Information is used to provide health care, communicate about care, manage services, support staff, maintain records and accounts, prevent fraud, carry out audit and approved research, and meet legal obligations.

Sharing information

Relevant and proportionate information may be shared lawfully with health and social care organisations, NHS bodies, service providers, regulators and other organisations involved in care or required by law. Staff and recipients are subject to confidentiality requirements.

Your rights

People may have rights to be informed, access their information, request correction, object to or restrict some processing, and complain to the Information Commissioner’s Office. Contact the Practice Manager for help with a data protection request.

Keeping information safe

The practice uses staff training, access controls, audits and NHS Scotland information-security requirements to protect personal information. Retention follows the applicable NHS Scotland records-management code.

Portland Park Medical Centre takes care to ensure that personal information is accessible only to authorised people. Staff have legal and contractual duties to keep personal information secure and confidential.

Read the full data protection notice to understand how the practice uses information and how to exercise your rights. You can also ask practice staff for an accessible copy.

Portland Park Medical Centre’s published policy states that its prescribers do not prescribe diazepam or similar sedatives for fear of flying.

The source policy describes safety concerns including impaired reaction and concentration, reduced movement during sleep, possible paradoxical agitation or disinhibition, prescribing guidance, restrictions in some countries and occupational drug testing.

The policy recommends evidence-based fear-of-flying support instead. It also states that sedation for dental treatment, hospital scans or other procedures should be discussed with the dentist or hospital team responsible for the procedure.

The published practice policy states that Portland Park Medical Centre cannot take over prescribing and monitoring of ADHD medicines initiated by private clinics without an appropriate shared-care arrangement and continuing specialist oversight.

Patients who want care transferred to NHS services are asked to discuss an NHS referral with their private clinician. The source document notes that waiting times and local service availability are outside the practice’s control.

Hay fever is a common allergic reaction to pollen. Symptoms can include sneezing, coughing, a blocked or runny nose, itchy or watery eyes, itching in the throat, mouth, nose or ears, reduced sense of smell, facial discomfort and tiredness.

Managing symptoms

The practice’s published policy directs patients to a community pharmacy for advice and suitable over-the-counter treatment through NHS Pharmacy First Scotland where applicable. Patients can also check pollen forecasts, limit exposure when counts are high, use wraparound sunglasses and change clothes after spending time outdoors.

When to contact the practice

Seek advice if symptoms are severe, significantly affect daily life, worsen another condition such as asthma, or do not improve after appropriate pharmacy advice and treatment.