Practice Policies and Procedures

Confidentiality & Medical RecordsLocked blue folder

The practice complies with data protection and access to medical records legislation. Identifiable information about you will be shared with others in the following circumstances:

  • To provide further medical treatment for you e.g. from district nurses and hospital services.
  • To help you get other services e.g. from the social work department. This requires your consent.
  • When we have a duty to others e.g. in child protection cases 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.

Non-NHS work pre-paid fees Policy

Please click on the link for information on our non-NHS work pre-paid fees policy.  You can find out more information in the Clinics and Services Section of the website.   Non-NHS work: Pre-paid fees policy for patients

Policy for Late Attendance at GP or Nursing appointment

Policy for Late Attendance at a Doctor or Nursing Appointment

DNA(Did Not Attend) Policy (Appointment monitoring)

Every year we lose many appointments because patients do not attend booked appointments.  This makes the service more difficult to run.  We are happy to receive cancellations up to 2 hours before your appointment time and we can usually fill the appointment with someone on our appointment waiting list.  As a result we have a robust DNA policy which we adhere to strictly.  Please see policy here  Ladywell Medical Centre East DNA policy

Freedom of Information

Information about the General Practioners and the practice required for disclosure under this act can be made available to the public. All requests for such information should be made to the practice manager.

Access to Records

In accordance with the Data Protection Act 1998 and Access to Health Records Act, patients may request to see their medical records. No information will be released without the patient consent unless we are legally obliged to do so.


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 complete the form and send it to the practice via post to Practice Manager, Ladywell Medical Centre East, 26 Featherhall Avenue, Edinburgh, EH12 7UN.  You can also hand it in to the practice.  You may also e:mail your complaint to the practice but you must ensure that the subject header is entitled "Complaint".   Please note that, as per NHS Lothian IT Security Policy, we are unable to respond to complaints via e:mail so will do so by letter.   The e:mail address is    Alternatively you may contact the Practice Manager by telephone on 0131 334 5000 who will deal with your concerns appropriately. Please see complaint procedure here.  

Ladywell Medical Centre East Complaint Procedure Leaflet 

Ladywell Medical Centre East - Patient Complaint Form

Violence Policy

The Practice operates 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.

GP Training information for patients

This is a GP Training Practice attached to the NHS Education for Scotland Specialty GP Training Programme. We are keen to support the training of new GPs and also to develop the skills of our existing GPs and other staff. As part of this, clinicians working in this practice might make recordings of their consultations with patients to help them improve their consultation skills as well as their ability to talk to patients.


The recording will only be used for teaching and training purposes, usually within the Practice building between trainer and trainee, although sometimes teaching sessions may be held outside the Practice in a group setting where the recording may be viewed by other Trainers and Trainees.


Your consent will always be requested by the Receptionist before your consultation is recorded. You will need to sign that consent form again afterwards to say that you are still happy. You can also withdraw your consent at any time following this, either verbally or in writing. The recording will focus on the communication between the doctor and patient and will not record examinations where your body clothing needs to be removed.


If you would rather that your consultation is not recorded, please tell the receptionist. This is entirely your choice and will not affect your health care in any way.


Please also refer to our Data Protection Notice for Patients which tells you how we manage your personal information when you make contact with us or use one of our services.  You can find this in the further information section of our website 

NHS ScotlandThis site is brought to you by My Surgery Website