GP Appointments
We are currently in the process of reviewing our triage/appointment system within the practice with a view to improving the service for our patients.
Historically our patients have been able to call each morning between 8:30am – 10.00am to speak to a GP. However with demand increasing it is becoming unsafe and impossible to sustain an uncapped number of call back requests.
We aim to provide a service which offers a mix of both triage and bookable appointments. To allow us to do so, we may be required to close our triage earlier than 10.00am, once we have reached capacity for that day.
Please bear with us whilst we try to improve our service to our patients and keep our service running as efficiently and safely as possible for everyone. Face-to-Face Consultations are by appointment only.
Can another health professional help?
Sometimes the GP is not the most appropriate healthcare professional to deal with your ailment. It might be better for you to see a Pharmacist, Optician, Dentist, Physiotherapist, Mental Health Practitioner or other healthcare professional who are funded by the NHS to provide services to patients.
Practice Nursing Staff
Our nurses offer appointments during normal surgery hours for routine review, chronic disease reviews and other specialist care. Please speak with a member of our team who will be able to ensure that you are appointed with the most appropriate person to meet your needs.
Other services which can help
Making an appointment
We have created some ‘straight to appointment’ slots daily for those patients who cannot be dealt with over the telephone but require to be seen.
If you feel your symptoms require an urgent appointment, please make our receptionist aware. You will be asked a few basic questions to help our receptionist ascertain the person most suitable to help you.
eConsult
The eConsult platform allows patients to make contact online for any non-urgent queries, sick lines etc. It is easy to use and saves you waiting in a telephone queue. You will receive a response from the practice, within 48 hours ( 2 working days) of submitting your request.
You can also
- phone us on during opening hours
- visit the surgery and speak with a receptionist, during opening hours
When you get in touch, we’ll ask what you need help with.
We will use the information you give us to choose the most suitable doctor, nurse or health professional to help you.
Medical emergencies
Any requests for an appointment on the same day, after 10.00am, will be classed as a medical emergency. If you contact us after this time, with something that is non-urgent, you will be asked to call back the following morning between 8.30am – 10.00am or use our e-consult service.
If you are suffering from life threatening symptoms please dial 999.
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.
Cancelling or changing an appointment
Cancel your appointment:
- phone us on during opening hours
- If you are late for an appointment you may be asked to re-book
- We ask that you please call to cancel where at all possible if you are unable to attend
- The practice has a DNA (did not attend) policy in place. Patients should be aware that the practice actively writes to patients who frequently fail to attend for booked appointments. Patients who continuously fail to attend for appointments may be asked to register with another practice in their local area.
Extended hours surgery
We offer extended hours access, which can be especially useful for those patients who have work or other commitments. However, please note this service can be accessed by all our patients.
Our Practice Nurse provides a face to face clinic each Tuesday morning 8.00am – 9.00am
Our GP’s offer a telephone call back service 8.00am – 9.00am & 5.00pm – 6.00pm, on selected days each week. These slots must be booked in advance.
Please speak with a member of our admin team who will be able to advise on our upcoming availability.
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.
If you need help with your appointment
Please tell us:
- 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.
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.
Please help by calling the practice before 10:00am to request this.
To request a home visit please contact the practice on 01294 279178 and select option 1 when prompted.
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.