APPOINTMENTS
We operate a "personal list" system, surgery consultations are by appointment only and routine appointments will be given the first available time. It does help to only present the Doctor with one problem at eash consultation rather than saving them up. We do try to keep to time with our appointments, but on occasions delays are unavoidable. We will always try and keep you informed if this occurs. Please let us know if you are unable to keep an appointment.

URGENT APPOINTMENTS
If you express the need to be seen urgently, the Triage Nurse will prioritise your call between 8:30am - 10:30am. You will be given an appointment at the Minor Illness Clinic, if you do not require to be seen by a Doctor, or an appointment to see the Duty Doctor at the "Emergency Surgery". As an 'emergency' patient the Duty Doctor can only deal with the problem requiring immediate attention. If you wish to raise any additional matters with the doctor you will be asked to book a routine appointment. Similarly, if the doctor considers that he needs more time to deal with your problem carefully and thoughtfully, he may ask you to book a further appointment.

EXTENDED OPENING HOURS
For those patients that cannot attend the surgery during the working day, we now offer evening appointments on  Tuesday's. Please ask at reception for more information.

HOME VISITS

Patients whose illness prevents them from attending the surgery can be visited at home. Requests should be made before 10.00am, but please remember that your doctor can usually see at least three patients in surgery in the time taken to do a visit at home. Therefore, if it is possible, please attend the surgery. Emergency calls will be immediately attended by the Duty Doctor.

EMERGENCY TREATMENT OUT OF HOURS
Outwith normal surgery hours, emergency treatment is available through the Primary Care Emergency Service - NHS 24, freephone telephone number 111. Further information on NHS 24 is available through the website at www.nhs24.com. Additional details of how to contact NHS 24 are available by telephone on our voicemail system 01383 629200 outwith normal surgery hours.

REPEAT PRESCRIPTIONS
If your doctor wishes you to be on regular medication, the details of the medication will be entered on to our computer. The computer will be used to issue your repeat prescriptions which will be monitored by your doctor on a regular basis. It also produces a list of the names of all your medicines which you can use to order repeat prescriptions. You can obtain your repeat prescription in four ways:

  1. By handing in a list of your medicines at the surgery.
  2. By posting a list of your medicines to the surgery. If you enclose a stamped addressed envelope your prescription will be posted back to you, if required.
  3. By telephoning the surgery on 629201 any time of night or day and leaving a message on our voicemail system.
  4. By first bringing ID into the Surgery and asking to sign up for the EMIS Patient Access online ordering system, which you can then access via https://www.patientaccess.com

Your prescription will normally be available for collection within 24 hrs of your requesting it but please allow an additional 24 hrs for requests made by electronic prescription requestor voicemail.

TEST RESULTS
Results from Laboratory testing will be available within 5 working days, Monday to Friday by telephoning the surgery on 01383 629200. To maintain patient confidentiality we require your written authorisation (forms available from reception) should you require to have any of your test results disclosed to anyone other than yourself. If you have undergone tests or x-rays ordered by the practice, you will be responsible for contacting the surgery to enquire about the result.

PREMISES
The practice premises have been constructed to meet as far as possible all the requirements of a modern surgery. Extensive car parking is provided to the front and rear of the building. A ramp is also provided at the front to improve access for the disabled and one of the toilets has been designed for use by wheelchair users. To assist parents with prams, the elderly and disabled, the main doors into the surgery can be opened automatically by pressing one of the adjacent control pads. They also open manually, if preferred. A pram park has been provided inside the front entrance and this includes a rail to which prams can be secured if desired. Baby changing facilities are available in the 'disabled' toilet.

 

 

MEDICAL CERTIFICATES
A medical certificate completed and signed by your doctor is only required for a continued period of absence from work due to illness of 7 days or more. For absences of up to 3 days no certificate is needed, but between 3 - 6 days a 'self certificate' obtainable from your employer, is required.

COMMENTS, SUGGESTIONS & COMPLAINTS
We wish to provide the best possible service for our patients. If you have any comments, suggestions or complaints to make about any aspect of our service please ask at Reception to speak to our Office & Data Manager or Practice Manager. Alternatively, you are most welcome to use one of the forms by the suggestion box and post it in the box. Your comments will receive careful consideration and, provided your form is signed with your name and address, a response will be provided within 14 days.

VIOLENT AND ABUSIVE CONDUCT
The wellbeing, health and safety of all practice employees are of paramount importance. In order to protect both staff and patients the following inappropriate behaviour will not be tolerated: Swearing, Threatening or Abusive Behaviour, Drunkenness & Verbal or Physical abuse of any kind.


All acts of criminal violence or aggression will be notified to the Police immediately. Such behaviour has a marked effect on staff and other patients and therefore, where such behaviour is observed, we reserve the right to withdraw from treating the patient and ensuring removal of those involved from the premises and the practice list.

INFORMATION POINT
An information point exists in the auxiliary waiting room,folders and leaflets which provide advice about medical conditions, surgical operations, local and national support groups.

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