Practice Policies

surveySuggestions or Complaints

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 case for complaint.  If this is so, we would wish for the matter to be settled as quickly and as amicably as possible.  Simply contact the Practice Team Leader and they will set the necessary wheels in motion.  Further written information is available on the complaints procedure from reception.

Freedom of Information (Scotland) Act 2002 came into force on 1st January 2005 and enables any person requesting information from a public body to receive that information, subject to certain exemptions.  This is to encourage public authorities (GP practices) to be more open and accountable and organise their information in an efficient and accessible way.  This excludes personal data.

Lybster Medical Practice is part of the North Highland Community Health Partnership and is a salaried Personal Medical Services Practice.

Name, address & telephone number of Health Board where details of primary medical services in the area may be obtained – Elaine Mead, Chief Executive, Assynt House, Beechwoodpark, Inverness (tel: 01463 717123)

If a Patient Is Violent or Abusive

This practice operates a zero-tolerance policy of verbal or physical aggression towards all practice staff.  The practice has the right to remove patients from the list because of unacceptable behaviour.

Data Protection Act 1998

You are entitled to access your clinical records held by the practice.  This should be done in writing stating exactly what information you require.  A charge will apply for this request between £10-£50 maximum.


The practice complies with Data Protection and Access to Records legislation.  Identifiable information about you will be shared with others in the following circumstances:

  • To provide further medical treatment for you eg district nurses  and hospital services
  • To help you get other services eg Social Work Department. This requires your consent.
  • When we have a duty to others eg 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.  If you do not wish anonymous information about you to be used in such a way, please let us know.

Prescription orders can be sent to the practice email:

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