It is important to be on time for your appointment. If you are late you may not be seen.
Please avoid calling about routine medical issues or non-clinical matters following long bank holiday weekends. Our phone lines are extremely busy during these times. To confirm, change or cancel a hospital appointment, please contact the Referral Management Service and NOT the practice. The Practice cannot rearrange your vaccination appointments. If you cannot attend your scheduled vaccination appointment call 01563 826540 between 9:00am to 5pm to reschedule.
Choose the Right Service
Many health care problems do not need a doctor or nurse. Other professionals such as pharmacists, opticians and dentists may be better placed to help.
I don’t feel well… how long should I wait before I need treatment?
Most common ailments such as colds, a sore throat, cough, sinusitis or an ear infection can’t be treated with antibiotics.
Rest, drink plenty of fluids, take some painkillers and have a chat with your pharmacist for advice on relieving your symptoms.
Appointments
To request an appointment :
- phone us during opening hours
When you get in touch, we’ll ask what you need help with. The medical administrators will do their best to arrange for you to see a specific doctor or any member of the team at a time convenient to you depending on availability. Please remember if you want to see a specific person to book your appointments well in advance. If your problem is medically urgent you will be seen the same day by the first available clinician.
Our consultation guide provides helpful information.
We will use the information you give us to choose the most suitable doctor, nurse or health professional to help you. Our staff are bound by the same rules of confidentiality as our clinicians and they have no interest in your medical condition other than to direct you to the most appropriate member of the clinical team.
On arrival at the Surgery, always report to the Reception desk to verify your attendance.
Cancelling or changing an appointment
If you are unable to keep your appointment to see the Doctor or the Practice Nurse, please let us know as soon as possible as this can be used as an appointment for someone else.
How to cancel your appointment:
- Using our online cancel an appointment form
- Phone us during opening hours
- Reply CANCEL to your appointment reminder text message
- If you are late for an appointment you may be asked to re-book.
Find out more about the Charter of Patient Rights and Responsibilities on NHS inform.
Late arrivals and Non Attendance
Patients have a duty to attend for their pre-booked appointments promptly, and to take into account logistical difficulties or the time involved in travelling to the practice.
- Please ensure you arrive on time for your appointment as late arrivals have a knock on effect for other patients. If you are more than 10 minutes late for your appointment you may not be seen
- If you are unable to attend your appointment, please let us know as soon as possible so that we can offer it to other patients. If you do not provide us with at least 30 minutes notice of your cancellation, it will be marked that you did not attend
- If you fail to cancel or attend an appointment three times in any 12 month period, we will send you a first instance letter to draw this to your attention. If a further failure of attendance occurs we may then ask that you register at another GP practice.
Confirm, change or cancel your hospital appointment
The Referral Management Service (RMS) is based at University Hospital Crosshouse and is responsible for booking outpatient clinic appointments within hospital services for a range of specialities and locations across NHS Ayrshire and Arran.
The contact details for the Referral Management Service can be found on all outpatient appointment letters. If you need to contact the service, call 01563 827070.
Routine vaccinations
Vaccinations help protect you and your family from many infectious diseases. You’ll be offered different routine vaccinations at different times, depending on your age and circumstances. For most routine vaccinations, your local health board will invite you by sending you a letter when you become eligible. You do not need to contact them to arrange your vaccinations.
You may be invited to a new location to receive your immunisations instead of your GP practice.
Your appointment
However you choose to contact us, we may offer you a consultation:
- by phone
- face to face at the surgery
Appointments by phone can be more flexible and often means you get help sooner. One appointment – one patient. Always make sure that staff are aware that you are in the waiting room and please arrive on time for your appointment.
If you need help with your appointment
Please tell us:
- If there’s a specific doctor, nurse or other health professional you would prefer to respond.
- If you would prefer to consult with the doctor or nurse by phone, or by face-to-face.
- If you need an interpreter.
- If you have any other access or communication needs.
If you need help when we are closed
The 111 service provides urgent care information and support if you think you need A&E but its not life-threatening, and advice when your GP, pharmacy or dental practice is closed.
Call 999 in a medical or mental health emergency. This is when someone is seriously ill or injured and their life is at risk.
When to call 999
You should only call 999 in a medical emergency, when someone is seriously ill or injured and their life is at risk.
- Emergencies can include:
- Loss of consciousness
- Cardiac arrest
- Heart attack
- Stroke
- An acute confused state
- Chest pains
- Breathing difficulties
- Severe bleeding that cannot be stopped
- Severe allergic reactions
- Severe burns or scalds
- Major trauma, such as a road traffic accident or fall from a height.
If you are unsure if it is an emergency, call NHS 24 on 111.
What happens when you call 999
An operator will ask which emergency service you need. If it’s a medical emergency, ask for the ambulance service. The ambulance service will ask some questions to find out what has happened and arrange the most appropriate help.
Further information is available on the Scottish Ambulance Service website.
By only calling 999 for serious illnesses or injuries, it means that people who need essential treatment can get it as soon as possible.
Home visits
If you are housebound and need an appointment, we will do a home visit. We will phone you first to understand what you need.
To request a home visit, it’s helpful if you phone the practice as soon after 8am as possible.
Additional information about your appointment with us
Can I bring someone to accompany me to the Appointment?
We are generally very happy for patients to bring with them a carer, relative or even a friend. This often helps, particularly when they know you well and it allows them to tell us any observations they would make about you, which can help us in undertaking our assessment. Ultimately this will lead us more quickly to make an accurate diagnosis and therefore help you more.
Also, having someone with you means they can prompt you to ask questions that you may have forgotten, and after the appointment they can help in reminding you what was discussed.
Occasionally we might ask for them to leave but this would be unusual.
If you require interpretation services please contact us in advance of you appointment and we will arrange this.
Chaperone Policy
We will always respect your privacy, dignity and your religious and cultural beliefs particularly when intimate examinations are advisable – these will only be carried out with your express agreement and you will be offered a chaperone to attend the examination if you so wish.
You may also request a chaperone when making the appointment or on arrival at the surgery (please let the receptionist know) or at any time during the consultation.
Giving Consent for Treatment
You have the right to accept or refuse treatment that is offered to you, and not to be given any physical examination or treatment unless you have given valid consent. If you do not have the capacity to do so, consent must be obtained from a person legally able to act on your behalf, or the treatment must be in your best interests.
Your valid consent (agreement to the course of action) is needed for the treatment that’s offered to you before any physical examinations or treatment can be given. If you haven’t given your consent, you can accept or refuse treatment that’s offered to you.
It’s important to be involved in decisions about your treatment and to be given information to help you choose the right treatment. When making treatment choices, you’ll often discuss the options with your doctor or another healthcare professional.
If you have a suspected infectious disease
Please inform reception if you suspect an infectious disease, as this will enable us to deal with it appropriately during your visit to protect you, other patients and staff.
Interpreter
If you require an interpreter to attend with you when you see your Doctor please notify the receptionist and this will be arranged.
Intimate Examinations
During your care, a doctor may need to examine you in order to provide you with the best care. Occasionally this may involve an examination of intimate areas. We understand that this can be stressful and embarrassing. If this sort of examination is necessary:
- We will explain to you why the examination is necessary and give you the opportunity to ask questions.
- We will explain what the examination will involve, including whether you can expect it to be painful or uncomfortable.
- We will obtain your permission before carrying out this examination You will be offered a chaperone.
- At all times we will respect your privacy during the examination and while dressing and undressing.
Your doctor and the nursing staff will be happy to discuss any concerns you have about this.
Private Medical Examinations
Medical examinations for special purposes such as pre-employment, fitness to travel, elderly drivers, fitness to undertake sports etc, will require longer than a routine appointment.
These examinations do not form part of NHS Services, you will be charged for any such examination. Please check the fee chargeable when you require to arrange any such examination.