Thursday, March 16, 2017

Nairn Healthcare News March 2017

Phone Scam

NHS Highland has been alerted to a phone scam happening in the area where members of the public are receiving calls from people claiming to be from their local GP Practice.

The caller is reportedly asking questions about their medical condition before going on to ask about their specific medication and advising them to buy herbal medication. Please be advised that under no circumstances would the NHS or any company we work with be advising patients to buy herbal medication rather than what they have already been prescribed.

If anyone contacts you trying to do this do not engage, hang up the call and alert the NHS Counter Fraud team. The NHS Counter Fraud team can be contacted on 08000 15 16 28.

Scottish Primarty Care Information Resource

What is SPIRE?

On 7th March 2017, a national campaign launched to introduce SPIRE to the public and explain what it means for patients. SPIRE is a service that will be used to help NHS Scotland and the Scottish Government plan for Scotland's health and care needs. It allows information from GP patient records to be transferred electronically and held securely at NHS National Services Scotland. This information will help medical professionals to improve the quality of care for all patients, plan services, develop treatments, find out about side-effects and respond to major epidemics.

What information will be used and who will be able to access it?

Information such as date of birth, gender, vaccinations, diagnosis and prescribed medications will be used from the GP record. To protect confidentiality, the details will be encrypted before they are sent so the information is secure at all times. The information will be used by trained and authorised analysts at NHS National Services Scotland. Individual data will then be grouped together to produce national and local Health Board summaries which will be available publicly but the patient will not be able to be identified from these reports. The information will NOT be sold and solicitors, insurance companies, marketing companies will NOT be able to access SPIRE.

Opting-Out and Additional Information

Patients have the option to opt-out of SPIRE if they wish. There will be forms available at front desk that patients can complete. The data extraction is not scheduled to commence until May allowing patients to find out more about SPIRE and giving them the option to opt-out before data collection. If patients requires any further information, they can call NHS Inform on 0800 22 44 88 or visit the website which contains a list of common questions.
Spam Alert

Complaint Procedures

Nairn Healthcare Group is committed to providing high quality care and treatment to people in our communities through the delivery of safe, effective and person-centred care. We understand, however, that sometimes things go wrong. If you are dissatisfied with something we have done, or have not done, please tell us and we will do our best to put things right. If we cannot resolve matters in the way you want, we will explain why it’s not possible to do as you suggest.

Who can complain?

Anyone can make a complaint to us. You can complain directly to us, or if you would rather have someone make the complaint on your behalf, we can deal with your representative. This could be a relative, a carer, a friend or any other person that you choose. We can also give you information about advocacy services, and about the Patient Advice and Support Service, which can help you to make your complaint. If you agree to someone making the complaint on your behalf, it is important for you to know that we will need to ask for your permission for us to deal with that person.

How do I complain?

You can complain in person at the place where you have received care, treatment or advice, or where the incident that you want to complain about happened. You can also complain by phone (01667-452096), in writing, by email ( or by using our online complaints form at

Wherever possible we encourage you to speak with a member of staff. It’s easier for us to resolve complaints if you make them quickly and directly to the service concerned. So please talk to a member of our staff at the service you are complaining about. They will always try to resolve any problems on the spot if it is possible to do so.

How long do I have to make a complaint?

Normally, you must make your complaint within six months of:

* the event you want to complain about; or

* finding out that you have a reason to complain, but no longer than 12 months after the event itself.

In exceptional circumstances, we may be able to accept a complaint after the time limit. If you feel that the time limit should not apply to your complaint, please tell us why. If we decide that, because of the time that has passed since the incident occurred, we cannot consider your complaint, you can ask the Scottish Public Services Ombudsman (SPSO) to review our decision.

For more information about what you can and can’t complain about and what happens after you complain, please ask Reception for our Complaints Handling Procedure Booklet or visit

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