Accessibility, privacy & policies
Important information about how we run the practice and look after your data
Our commitment
Parkgrove Medical Centre is committed to making our website accessible to everyone, including people with disabilities, impairments, or those who use assistive technologies. We want all patients and visitors to be able to access our information and services easily.
What we have done
- Good colour contrast – text is easy to read against backgrounds
- Keyboard navigation – all features can be used without a mouse
- Semantic HTML – proper heading structure and landmarks for screen readers
- Screen-reader friendly – descriptive labels and alt text throughout
- Resizable text – text can be enlarged without losing functionality
- Focus indicators – clear visual focus for keyboard users
Ongoing improvements
Accessibility is an ongoing process. We regularly review and test our website to identify and fix issues. We aim to meet the Web Content Accessibility Guidelines (WCAG) 2.1 Level AA standard.
Report an accessibility problem
If you have difficulty using any part of this website, or suggestions for improvements, please let us know.
How we use your information
To provide you with safe and effective healthcare, we collect, store and use personal and health information about you. This includes your name, address, date of birth, NHS number, medical history, test results, and details of consultations.
Who is responsible for your data
The practice is the Data Controller for the personal data we process. Where applicable, certain functions may be provided by NHS Lothian or other authorised data processors acting on our behalf.
Your information, your rights
You have rights including seeing what we hold about you, asking for corrections, and objecting to processing.
To exercise these rights or ask questions about your data, please contact our Practice Manager. If you remain dissatisfied you can complain to the Information Commissioner's Office (ICO).
Key practice policies
We have a range of policies to ensure we provide safe, fair and high-quality care. Summaries are provided below. Full policy documents are available on request from reception.
Complaints procedure
How to raise a concern or complaint, and how we will respond.
Zero tolerance policy
We do not tolerate violence, abuse or harassment towards our staff.
Chaperone policy
You may request a trained chaperone for any consultation or examination.
Safeguarding children and adults
Our commitment to protecting vulnerable patients and reporting concerns.
Confidentiality and information sharing
How we keep your information safe and when we may need to share it.
Freedom of information
Your right to request information held by the practice under FOI legislation.
Policy details
We take complaints seriously and aim to resolve issues promptly and fairly. If you have a concern:
- Speak informally to a member of staff or ask to speak to the Practice Manager.
- If not resolved, you can make a formal written complaint within 12 months of the event.
- We will acknowledge your complaint within 3 working days and aim to respond fully within 20 working days.
- If you are not satisfied with our response, you can escalate to NHS Lothian or the SPSO.
You can also give feedback anonymously via Care Opinion.
Our staff have the right to work without fear of violence, abuse, threatening behaviour, or harassment. This applies to behaviour in person, on the phone, or online.
Patients or visitors who behave unacceptably may be removed from our patient list and reported to the police. We understand that illness can be stressful, but ask that you treat our team with the same respect you would expect to receive.
You may request a trained chaperone to be present during any consultation or examination. A chaperone is a member of staff who will be present to ensure your comfort and act as a witness.
Please let reception know when booking your appointment if you would like a chaperone. If a chaperone is not available at your appointment time, we will offer to reschedule.
We are committed to protecting children and adults at risk from abuse and neglect. All staff receive safeguarding training and know how to recognise and report concerns.
If we are concerned that a child or vulnerable adult is at risk, we have a legal duty to share information with relevant agencies, even without consent. This is to ensure safety and follows national child protection and adult support and protection guidelines.
Your medical information is confidential. We will only share it with other healthcare providers involved in your care (with your consent), or when required by law.
Situations where we may share information without your consent include:
- Safeguarding concerns about children or vulnerable adults
- Serious communicable disease notifications
- Court orders or legal requirements
- To prevent serious harm to you or others
We will always try to inform you if we need to share your information, unless doing so would put someone at risk.
Under the Freedom of Information (Scotland) Act 2002, you have the right to request information held by the practice about how we operate. This does not include personal health information (see Subject Access Requests above).
To make a request, please write to our Practice Manager. We will respond within 20 working days. Some information may be exempt from disclosure under the Act.
Need more information?
If you have questions about any of our policies, need information in an alternative format, or would like a printed copy of any policy document, please contact our Practice Manager.
Contact us