Our Mission Statement

The Practice Team works for the benefit of all patients equally and strives to deliver high quality healthcare to each person and to promote well-being.

Your Rights & Responsibilities

You will be treated with respect and as a partner in your care. Being a partner means you have responsibilities too.

We Would Respectfully Ask That You:

        • Let us know if you intend to cancel an appointment or are running late.
        • Treat staff with courtesy and respect. Reception staff may have to ask some personal questions to assist us in providing you with the best service.
        • Work in partnership with you to achieve the best medical care possible.
        • Inform the practice staff of any alterations in your circumstances, such as change of surname, address or telephone number. Please ensure that we have your correct telephone number, even if it’s ex-directory.
        • An appointment is for ONE PERSON; please do not come along hoping that a second person will also be seen. It places us in a difficult position, either having to refuse your request, causing ill feeling, or agreeing to it, thus delaying other patients beyond their appointed time.
        • We ask you to be sympathetic if your appointment is delayed and workload issues. This may be as a result of an emergency. We will do our very best to work hard to minimise any delays.


We Will:

          • Ensure our patients have 24-hour access to medical advice
          • Aim for you to have access to a suitably qualified medical professional within 48 hours of your initial contact during surgery hours, or in an urgent case, the same day.
          • Work in partnership with you to achieve the best medical care possible.
          • Work in partnership with you to achieve the best medical care possible.
          • The prevention of disease, illness and injury is a primary concern. The medical staff will advise and inform you of the steps you can take to promote good health and a healthy lifestyle.

Zero Tolerance Policy

        The practice considers aggressive behaviour to be any personal, abusive or aggressive comments, cursing or swearing, physical contact or aggressive gestures. This applies to face-to-face situations, written material and to telephone calls. The practice will request the removal of any patient from the practice list who damages property or who is aggressive or abusive towards a doctor, member of staff or other patients. 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.

Complaints Procedure Policy

        If you have a complaint, concern or compliment about the service you have received from the doctor or any of the staff working in this practice, please let us know. We hope that most problems can be sorted out quickly and amicably. If you wish to make a complaint, we would like you to let us know as soon as possible, because this will enable us to establish what happened more easily. Please contact the Practice Manager, Mrs Gitte Blackley, who will deal with your complaint or will forward it to the appropriate person or department. 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 their permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this. If you feel you cannot raise your complaint with us you may contact: Complaints Officer, NHS Borders, Borders General Hospital, Melrose, TD6 9BS. The telephone number is 01896 826719.

Patient Confidentiality and Data Protection

        We ask you for personal information so that you can receive appropriate care and treatment. This information is recorded on computer and we are registered under the Data Protection Act. The practice will ensure that confidentiality is maintained at all times by all members of the practice team. However, sometimes it is necessary that medical information about you is shared with other health professionals involved in your care. Please be assured that all primary care colleagues are bound by professional codes of conduct with regard to confidential and personal information. From time to time we are asked to provide anonymised information to other parts of NHS Scotland. This information is used to help plan future health services and service provision.

Freedom of Information (FoI) and Access to Personal Medical Information (APMI)

        The practice wants to be open with everyone so that they can see what we do and how we serve the community. The practice will seek to satisfy all FoI requests within 20 working days and APMI requests within 40 days. If we do not expect to meet the deadline, we will inform the requestor as soon as possible of the reasons for the delay and when we expect to have made a decision. The Practice will consult with third parties before disclosing information that could affect their rights and interests. However, according to the FoI Act, the Practice must take the final decision on disclosure. The Practice will charge for information requests in line with the FoI and Data Protection Act regulations. The Practice will record all requests and responses and will monitor our performance in handling requests and complaints.


        The Practice may be involved in medical research and may make anonymised information on age and sex, held on computer, available for research purposes only. If you do not wish such information to be used in research, please notify the practice and we will arrange for it to be withheld.

Information Sharing

          To assist colleagues and provide continuity, please be aware that your GP records may be shared in confidence with other health professionals involved in your care. Contact the Practice Manager if you wish to discuss this further