THE PARTNERS

SEEING THE DOCTOR OR NURSE

How to Register

Cancellations

Please inform reception as soon as possible if you cannot keep your appointment so that we can offer it to someone else.

Home Visits

Telephone Advice

The doctors and practice nurses are happy to offer advice on the telephone, during the Centre’s hours of opening. If the call is urgent, please say so to the receptionist at the start of the call to ensure high priority. Individual doctors/nurses are not always available to take calls immediately! You may be asked to speak with another member of staff, to wait until the preferred doctor is free to call back, or to call back at a given time.

Out-Of-Hours/Public Holidays (LUCS)

The surgery is closed from 6.00pm to 8.00am weekdays and from Friday 6pm to Monday 8am over the weekend. These periods and Public Holidays are covered by Lothian Unscheduled Care Service (LUCS), commissioned by Lothian NHS Board.

In the event of a life threatening emergency telephone 999. For urgent medical advice telephone NHS24 08454 24 24 24 (www.nhs24.com).

Should you require urgent medical advice during these times, please call the NHS24 number above. A specially trained nurse will give you advice, and when necessary, arrange for you to be seen by a doctor at a treatment centre or at home. (This number is also available by telephoning the practice out-of-hours when a recorded message will give the NHS24 number). Patient confidentiality will be maintained.

Lothian NHS Board

Availability

Availability may vary depending on holidays etc, but we aim to meet the following standards:

1. routine appointments with a named GP will be available within 7 working days
2. routine appointments with an un-named GP will be available within 3 working days
3. semi urgent appointments will be available either the same day or the following morning
4. urgent requests will be seen the same day

Advocacy/Chaperones/Interpreter

Patients are welcome to attend any appointment accompanied by a friend or relative if they find this helpful. Patients attending on their own may also ask for a chaperone to be provided during a consultation with the doctor or nurse. If required, an interpreter can be organized to accompany the patient to see the doctor (ask receptionist for details). This leaflet is available in Cantonese.

Disabled Access/Aids

The Health Centre main entrance has automatic doors as does the waiting room door on the 1 st floor. All patient toilets have wheelchair access. There is a lift to all floors. A hearing loop is in place at the front reception desk. A large print / audio/ or Braillie version of this leaflet may be requested

Parking

No dispensing is done by the practice. Local chemists are open until 6.00pm; Stockbridge Pharmacy is open until 6pm; Boots in Shandwick Place is open until 9.00pm, Sundays 11.00am - 4.00pm. Safeway's in Comely Bank is open daily until 8pm and Sundays 12.00noon - 2.00pm.

Chemists who Collect Repeat Prescriptions

You may request your prescription be collected on your behalf by one of the following pharmacies:

Additional Pharmacies may be added to the list. The patient should approach the Pharmacy of their choice are ask if they are willing to collect repeat prescriptions from the practice, informing the practice so that we can update our list and the patient record.

Practice Manager & Reception Staff

As a training practice we have doctors with us whose previous experience has been solely in hospital. They usually join us for a one-year placement.
Occasionally patients are asked if they will take part in a video recording of a doctor’s surgery for use in teaching and assessment within the practice. The video will only be of the patient and the doctor talking, and no intimate examination is done in front of the camera. You will of course be asked for your consent. We are very grateful to the patients who help with this exercise.

Medical Students

From time to time a senior medical student may accompany one of the doctors. Your help in allowing them to listen and learn would be much appreciated, but you will always be asked if this is acceptable to you.
Students are sometimes asked to interview patients themselves. Your help with this would be greatly appreciated, but there is no problem whatsoever if you would prefer not to be involved.

Community Midwives

Referral to the community midwives is usually via the doctor. The midwives are based at Corstorphine Hospital, but hold clinics on Wednesday and Thursday afternoons in the Health Centre. Antenatal classes are organised by the community midwives and are also held in the Health Centre.

SPECIAL SERVICES

Cervical Smears – These important screening tests for early changes associated with cervical cancer are recommended for all women age 20-60 every three years. The practice nurses normally perform them; the best time to take a smear is midway between periods.

Children – Babies and children under 5 can be seen at the weekly clinic run by the health visitors for developmental checks. The health visitors and practice nurses perform childhood immunisations.

Contraception – All doctors provide contraceptive services. Drs Martin and Sayers fit implanon & IUDs (coils).

Chronic Obstructive Pulmonary Disease – We have a practice nurse with special training in this area who offers assessment and review appointments for all patients with this condition.

Diabetes – We have a special interest in this condition in the practice and run a diabetic clinic twice per month where patients are reviewed by Dr Reid or Dr Lamb and a practice nurse.

Ischaemic Heart Disease – Review appointments are offered by one of the practice nurses for all patients with this condition.

Maternity Care – We have a longstanding interest and involvement in maternity care in the practice. All of the doctors, health visitors and attached community midwives provide a full range of maternity services.

Osteoporosis – We are interested in prevention and treatment of osteoporosis. The practice nurses offer assessment and advice on this condition. Regular exercise, avoiding smoking and plenty of calcium in the diet all help reduce the risk for men and women.

Testicular Self Examination - Testicular cancer is the most common cause of death in younger men apart from road traffic accidents and suicide. Early detection of any abnormality is important, testicular self-examination (TSE) can detect problems; we can show you how to do this or ask for a leaflet (also available on our website).

OTHER INFORMATION

Private / Non NHS Services

Certain services such as private sick notes, insurance claim forms, the NHS does not cover passport applications and some medical examinations. Charges are made in line with BMA recommendations. Fees are displayed at reception.

Change of Registration Details

Please inform the receptionist if you change your name / address / telephone number so that your records can be amended.

Access to Medical Records – Data Protection Act 1998

You are welcome to view your medical records at any time. Please contact your GP or the practice manager, in writing, if you would like this arranged.

Freedom of Information ( Scotland) Act 2002

Suggestions/ Complaints

We aim to provide a comprehensive range of services. We would however be pleased to receive any suggestions on how we might improve our services. A suggestion box is located in the waiting area to the left of the reception desk.

The practice runs an in-house complaints procedure. If you have a complaint or concern about the service you have received from the doctors or any of the staff working in the practice, please contact the practice manager or deputy practice manager. We will try our best to resolve matters as quickly as possible.

Confidentiality

The doctors, nurses and all other members of staff operate a strict policy of patient confidentiality. You should therefore feel comfortable in disclosing any information you think is important in the knowledge that all information is protected and will not be released to anyone without your consent. Your personal health information will be used for your benefit by health care professionals at the practice. It will also, where appropriate, be forwarded to other health care professionals who are involved in your care. Anonymised data is used for audit and research purposes.

Medical Records Inspection

We occasionally take part in practice-based assessments to ensure that our high standards are maintained in the quality of care we provide. These assessments may involve inspection of individual patient records by external assessors who are not part of our team, but who have expertise in the area of General Practice and are subject to the same duties of confidentiality as our own team members.
In addition patient records may be examined by NHS Lothian inspectors to ensure that our claims for fees of specific NHS services are accurate.

Please note that you have a right to object to such a process, and any objection will be respected and will in no way affect the care you are given. If you have any concerns, please do not hesitate to approach our Practice Manager or our reception staff

Non-Discrimination Policy

Violent/Abusive Patients

We will not tolerate abusive or violent behavior shown towards any member of staff or other persons within the practice premises. If this occurs, the individual concerned will be removed from our list.

Rights and Responsibilities of the Patient

We expect co-operation and civility in all dealings with staff. Any threats or aggressive behavior directed towards staff or other patients are unacceptable.

Map of the practice area

Practice Area

Our practice area is approximately bounded by Newhaven Road and Easter Road (partial) on the eastern side, on the southern side by Princes Street and the A8, and on the western side by Murrayfield Avenue / Craigcrook and Silverknowes Road. (Please note that we do NOT cross Princes St).