Riverview Medical Centre6-8 George StreetJohnstone, PA5 8SLTel: 01505 320 208
The practice complies with data protection and access to medical records and Freedom of Information legislation. Identifiable information about you will be shared with others in the following circumstances:
Anonymised patient information will also be used at local and national level to help the Health Board and Government plan services, e. g. for diabetic care
If you do not wish anonymous information about you to be used in such a way, please let us know.
Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.
The following web link will give information about SPIRE which has been developed to help doctors, the national health service (NHS) in Scotland and researchers to learn more from patient information held at GP practices.
The link to the opt out form is on the above SPIRE web address however for convenience it is also added here should you not wish your information to be used in this way. The form should be printed off and completed then handed into Riverview Medical centre.
Please note our complaint policy follows that of Greater Glasgow and Clyde NHS Complaint Policy and Procedures as updated for April 2017. Some complaints may be resolved using early resolution within 5 days if that is appropriate.
We make every effort to give the best service possible to everyone who attends our practice.
However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.
We are continually striving to improve our service. Suggestions for improving our services or complaints about the service that you have received can be made to the Practice Manager, Jill Gibson. Please obtain information from one of our receptionists.
Please use our Gold comments and suggestions box in the waiting room to provide any comments you have. If you have any comments on our new telephone system or the recent change to booking appointments please let us know through the comments box.
Our aim is to provide the highest level of care for all our patients
We will always be willing to hear if there is any way we can improve the service we provide.
Making a complaint or advising of a concern
If you have any complaints or concerns about the service that you have received from the doctors or staff working for this practice, please let us know.
We hope that most problems and concerns can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally within a matter of days or at most a few weeks. This will enable the practice manager to discuss this and to establish what happened more easily.
If it is not possible to do that, please let us have details of your complaint:
Within 6 months of the incident that caused the problem; or
Within 6 months of discovering that you have a problem,
provided that is within 12 months of the incident.
You can make your complaint:
In person – ask to speak to Jill Gibson, Practice Manager if the team member seeing you does not satisfactorily deal with the issue. The Practice Manager will see you if she is available or you may be asked to make an appointment with her. She may need to contact you by telephone if it not available to see you immediately. If that doesn’t suit you can put your complaint in writing as below. If there has been any significant event a team meeting will be held to discuss the situation so improvement may be made to the practice, if appropriate.
In writing – If you consider your complaint requires further evaluation and explanation. Please give as much information as can, then send your complaint to the practice for the attention of Jill Gibson as soon as possible.
You can also get information from the Patient Advice and Support Service (PASS).
The Patient Advice and Support Service is an independent service which provides free, accessible and confidential information, advice and support to patients, their carers and families about NHS healthcare.
You can contact them through their website at http://www.patientadvicescotland.org.uk/
or through your local citizens advice bureaux.
What we shall do
Our comments/complaint procedure is designed to make sure that we settle any problems/complaint as quickly as possible.
When we look into your complaint, we aim to:
At the end of the investigation your complaint will be discussed with you in detail either in person or in writing.
Complaining on behalf of someone else
Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have his or her permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this. In the case of deceased patients, an appropriate family member or friend may act, provided the next of kin are happy with this arrangement.
Address complaints should be posted to
Riverview Medical Centre
6/8 George Street
Telephone: 01505 320208
Fax: 01505 325395
What you can do next
We hope that, if you have a problem, you will use our practice complaints procedure. We will consider all comments, problems and complaints which gives us the opportunity to improve our practice.
If you remain dissatisfied with the responses to your complaint, you have the right to refer the matter to the Scottish Public Services Ombudsman, at
SPSO, Freepost EH641, Edinburgh EH3 0BR Tel 0800 377 7330
Their web address is: http://www.spso.org.uk/index.php
Help us get it right with your Comments and Suggestions
We constantly try to improve the service we offer.
Please let us know when you think we have done something well or if you have any suggestions as to how we can do something better.
You will be treated with respect and as a partner in your care. Being a partner means you have responsibilities too.
Ensure our patients have 24-hour access to medical advice
We would respectfully ask that you:
As patients you are responsible for your own health and that of any dependants. It is important that you adhere to information and advice given to you by health professionals, and co-operate with the practice in endeavouring to keep you healthy.
The practice considers aggressive behaviour to be any personal, abusive and/or aggressive comments, cursing and/or swearing, physical contact and/or aggressive gestures. The practice will request the removal of any patient from the practice list who is aggressive toward staff, other patients or who damages property.
All instances of actual physical abuse on any doctor or member of staff, by a patient or their relatives will be reported to the police as an assault.
Brief Privacy Notice
Jill Gibson Practice Manager is the Data Controller for Riverview Medical Centre
If you wish to access a copy of your medical records via the general data protection regulation (GDPR) please click on the link below for further information.
Info for patients wishing copy of all or some of medical record
The current Data Protection Act will be replaced on the 25th May 2018 with the General Data Protection Regulation (GDPR).
There are several changes under the act and you can find further information from: https://ico.org.uk
With this in mind, before the 25th May we will require your express consent if you wish to continue to receive text messages for appointments, notices (public holidays, new services) and healthcare updates/reminders. Over the coming weeks we will be sending text messages to gain your consent. You may wish to withdraw from this service - if you do not reply you will be opted out.
When you reply to the text message the changes will come into effect the week starting Monday 21st May. This will allow us to change the system and be compliant with everybodys preferences being updated at the same time. If you prefer to opt out or in before this date please let us know.
You are free to change your mind at any point - simply call the practice and inform a member of the reception team. Alternatively, you can write to us. You can download the form below to Opt In or Opt Out of receiving Text messages from us. Just print off form complete your details and hand into the surgery.
Text Reminder Service Optin or Optout form
Please note if more than one patient has the same mobile number (i.e. child same as parent/guardian) you may get multiple messages because the system will automatically send to each registered user. We currently only text message patients 15 years and over. This will be reviewed under the new rules.
One of the new areas is consent for children. The draft guidelines suggest that when a child becomes 13 they will need to give their own consent. If this is approved, this will apply to: Online Appointments, Prescriptions, text messages, ECS (emergency care summaries), SPIRE (Scottish Primary Care Information Resource) and any new systems in the future.
Please find a copy of our Model Publication Scheme, please click the link below.
Model Publication Scheme
Please note fees for these services must be paid 5 days in advance to allow time for the clinician to prepare the information. It would be very helpful if you could please bring the exact fee as no change can be given.
Click here to access our Non NHS services Fee Information
Fees for Non NHS Services
Please check this web site for any information you wish about Riverview Medical Centre. If you cannot find what you are looking for then please write to the Practice Manager at the above address.
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