Tollcross Medical Centre

0141 778 2717

Practice Charter

Our Mission Statement

To provide a fair and efficient health service provision to meet the ever changing needs of the patients in our practice.

How We Help You


The doctors and staff are committed to giving you the highest standard of care at all times and we make every effort to achieve this aim.


The practice always endeavours to treat you with courtesy whether in the surgery, in your home or on the telephone. We will try to answer telephones promptly and ensure enough staff are available to deal with all queries.


You will always be offered the best possible medical and nursing care. We provide a wide range of supportive services and clinics for your benefit.


We endeavour to answer telephones promptly and ensure enough staff are available to deal with all queries.


Your medical records are confidential and will not be discussed with anyone without your written permission. If you have a problem of a confidential nature, you may ask to speak to a receptionist or a nurse privately. The practice complies with the Data Protection Act and the Access To Records Act.


In our group practice you will generally be able to see the doctor of your choice. However, if you need an appointment at short notice, please be prepared to see the first available doctor.

Your Personal Health Information

To provide you with the care you need, we hold the details of your consultations, illnesses, tests, prescriptions and other treatments that have been recorded by everyone involved in your care and treatment eg GP, health visitor, practice nurse. This information may be stored on paper or electronically on computer files by practice staff.

We sometimes disclose some of your personal health information with other organisations involved in your care. For example, when your GP refers you to a specialist at the hospital we will send relevant details about you in the referral letter and receive information about you from them. Our practice also participates in regional and national programmes such as the cervical cytology screening service and your name and address, date of birth and health number will be given to them in order to send an invitation to you.

We need to use some of your personal health information for administrative purposes. In order to receive payment for services provided to you, we have to disclose basic details about you to the NHS Board responsible for this area and to the Common Services Agency for the Scottish Health Service. Theses organisations have a role in protecting public funds and are authorised to check that payments are being properly made. We are required to co-operate with these checks and the disclosure of your data is a necessary part of our provision of healthcare services.

Sometimes, we may participate in studies that are designed to improve the way services are provided to you or to check that our performance meets required standards and benchmarks. Whenever we take part in activities such as these we will ensure that as far as possible any details that may identify you are not disclosed.

We are sometimes involved in health research and the teaching of student nurses, doctors and other health professionals. We will not use or disclose your personal health information for these purposes unless you have been informed beforehand and given your consent for us to do so.

Where you need a service jointly provided with a local authority we will seek your permission before giving them your details.

Sometimes we are required by law to pass on information eg the notification of births and deaths and certain diseases or crimes to the government is a legal requirement.

Our use of your personal health information is covered by a duty of confidentiality, and is regulated by the Data Protection Act. The Data Protection Act gives you a number of rights in relation to how your personal information is used, including a right to access the information we hold about you.

Everyone working for the NHS has a legal duty to keep information about you confidential and adheres to a Code of Practice on Protecting Patient Confidentiality. Further information on this can be found here.

Anyone who receives information from us is also under a legal duty to keep it confidential. If you have any queries or concerns on how we use your personal information or would like to access your information, please contact our practice manager.

Aggressive Behaviour

Our staff work hard to help you, so please be courteous to them.

This practice considers aggressive behaviour to be any personal, abusive and aggressive comments, swearing, physical contact or aggressive gestures.

No abuse of staff is acceptable whether verbal or physical.

All abuse will be reported to the practice manager who will keep a log of all incidents.

If a patient is abusive, violent or threatening towards the doctors, practice staff or other patients, they will be removed from the practice list immediately.

There is a special GP practice in the city to which violent patients will be referred.