9:15AM – 12:45PM  &  1:45PM – 5:00PM


Practice Policies

Code of Conduct

We reserve the right to remove from our patient list anyone who threatens or assaults our staff or behaves aggressively to others while on our premises.

We may also remove from our patient list anyone who alters in any way the prescriptions or medical certificates provided by our clinicians.

Confidentiality & Personal Information

Under the Data Protection Act 1998, you are entitled to access to your medical records or any other personal information held about you and can request to see this information. You should make this request in writing to the Practice Manager.

We undertake to hold your personal information confidentially and to disclose this to others only with your permission or when we are required by law to do so. We may also ask for information about you so that you can receive the best possible care and treatment. We keep this information, together with details of your care, to ensure the doctor or nurse has accurate and up to date information.

We reserve the right to waive our responsibility to maintain confidentiality when your health and safety or the health and safety of third parties, including NHS staff, the public and persons related to you is, in our opinion, at risk. Everyone working for the NHS, including staff at Edinburgh Access Practice, has a legal duty to maintain the highest level of confidentiality about patient information.

Common Questions

What are the conduct rules at EAP?

We seek to provide a safe and comfortable working environment for patients and staff. Occasionally we find that a minority of patients behave in a manner that is alarming both to staff and other patients.

In order to ensure that everyone coming to EAP knows how they will be treated by the staff team, and is made aware of the standards of behaviour expected from them, all patients coming to us for services for the first time are given a leaflet with a section entitled ‘Patient Conduct Policy’ which you will below . If you decide to accept services from EAP it is assumed that you have read, understood and accepted this policy. If you want any part of the leaflet or the policy explained please ask the receptionist or nurse who is assisting you to do so.

How do I comment and/or complain?

EAP welcomes comments and/or complaints from people who are receiving services from the Practice. If you have a comment to make or are not satisfied with the service you receive at EAP and wish to complain this section explains how you can do this. Comments and complaints are best dealt with in discussion with the member of the team providing your care. Staff who know you are often most able to discuss comments and resolve complaints with you.

You are welcome to write to the Practice Manager with your comment or complaint and we will respond in writing within ten working days. Please be sure to say whether you wish to collect the response or state where you would like it sent.

Further information about the NHS Complaints Procedure is available from the NHS Lothian Complaints Team, Waverley Gate, 2-4 Waterloo Place, Edinburgh EH1 3EG; Telephone 0131 536 3360; e-mail

A new service has started in Lothian: the Independent Advice and Support Service (IASS), which is part of Scottish Citizens Advice and funded by NHS Lothian. IASS offers independent support and guidance to people wanting to raise comments or complaints about any of the NHS Lothian services; hospital services, their GP’s, dentist, community services etc.

Please note that the clinical decisions of the medical staff at EAP are a matter for individual clinical judgement and any concerns you may have about the medication you are being prescribed, its dosage and frequency, must be taken up with the clinician who is treating you.

A copy of our ‘Practice Complaints and Comments Arrangements’ leaflet is available at reception.

Edinburgh Access Practice seeks to provide a quality health care service to all our patients. Our staff will treat patients at all times with courtesy and respect. We have an expectation that patients will treat staff in the same way. A minority of patients do not do so and we therefore want to make clear the following.

1) Physical Violence to Staff

We operate a zero tolerance policy in respect of physical violence to our staff. Anyone assaulting our staff will be reported to the police department and removed from our patient list. You will find access to health care services is difficult if you assault health care staff who are there to help you.

2) Verbal Abuse of Staff

Verbal abuse of our staff is also unacceptable. We recognise that life can be difficult and that occasionally things may be said that are immediately regretted. In such circumstances a warning will be given and a sincere apology is always appreciated.

3) Behaviour in the Waiting Room

Normally only patients are permitted in the waiting room. Any disputes must be left at the front door. If there are arguments in the waiting area normally all parties involved will be asked to leave.

Smoking, drinking, the handling of illegal drugs, and the use of gaseous/solvent products is not permitted. Anyone smoking or bringing alcohol, illegal drugs, gaseous/solvent products or anything that could be used as a weapon into the waiting room will be required to leave.

4) Misuse of Prescriptions and Medical Certificates

The misuse of prescriptions and medical certificates is a criminal offence and may lead to prosecution as well as being removed from the EAP patient list. If you are removed from the list you will find access to healthcare services is more difficult for you.

5) Exclusion Prevention

This Patient Code of Conduct is supported by an Exclusion Prevention Policy which is a joint procedure between Edinburgh Access Practice (EAP) and The Access Point (TAP). This procedure is intended to allow you to continue to use services at EAP and TAP by giving you the opportunity to agree and sign a contract which outlines our basic requirements in terms of your behaviour, as well as clear expectations about how and when you can use the services at TAP and Cowgate Clinic if you have behaved in a way that breaches our Patient Conduct Policy.

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