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Practice Polices and Service Information

This section lists some of the most important Practice Policies. It is not practical to list all of the Practice policies on this website but please speak to our Practice Manager if you require details of our other policies.


The practice is committed to providing a safe and comfortable environment where patients and staff are confident that best practice is being followed.  

Patients are entitled to ask for a chaperone for any consultation, examination or procedure where they feel they prefer to have a chaperone.  

The practice will endeavour to provide a formally trained chaperone upon request, but patients would help us by requesting a chaperone when booking an appointment where a chaperone is required.  This may mean rescheduling appointments in order to meet this need.

A doctor, nurse or other health care professional may also require a chaperone to be present for certain consultations.

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Charter of Patient Rights and Responsibilities

Everyone who uses NHS services in Scotland has rights about how they access and receive their care. These rights ensure people are treated safely, fairly and effectively, and with consideration, dignity and respect.

It’s important that you know your rights and understand what you can expect from us whenever you use NHS services. But it’s also important to recognise that you have responsibilities, things that everyone is expected to do to help the NHS work effectively in Scotland and to help make sure it uses its resources responsibly.

The Charter explains what you can expect, and what is expected of you, when you use NHS services and receive NHS care in Scotland.

To find out more about Health rights in Scotland or to read the Charter in full and to find what alternative formats are available, please use the following links:

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Complaints Procedure

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.

To pursue a complaint please contact reception supervisor who will deal with your concerns appropriately.

Arbroath Medical Centre Complaints Procedure (Microsoft Word).

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Removal of Patients from Our List

The Medical Centre Practice Protocol for Removal of Patients

Due to incidents that have occurred within The Medical Centre we have found it necessary to implement a protocol to highlight behaviour that will not be tolerated. Patient’s who breach any of the following will be promptly removed from our practice list.

  1. Theft from practice premises or personnel
  2. Violent, threatening, abusive behaviour or sexual advances towards staff or other patients whilst in practice premises.
  3. Fraudulently obtaining drugs.
  4. Deliberately lying to the doctor or other member of the healthcare team in order to obtain a service or benefit by deception.
  5. A patient who has moved out of the practice boundary but has failed to register with a practice in their new area.
  6. Persistent non attendance.

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Violence Policy

The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.