How do I...
Make An Appointment?

Please remember to report to the receptionists on arrival.

If you cannot keep your appointment please let us know. Over 30 appointments per week which could be allocated to other patients are wasted due to non-attendance.
If you have an URGENT problem and it cannot wait for a routine appointment, please telephone the surgery and the duty doctor or nurse practitioner will contact you.

Urgent Appointments/Triage

If you have a medically 'urgent' problem, and you consider that you need to be seen on the day, you will be seen. Alternatively, you may consider that your problem can be dealt with on the telephone and therefore you will be able to make and appointment for a telephone consulation. We can also deal with your problem by triage. This means that the nurse practitioner or the duty doctor will telephone you to discuss your problem. You may be given advice on how to self-treat your condition, a prescription might be arranged for you to collect either at the surgery or from a pharmacist in Dumfries or an appointment offered in the nurse-led minor illness clinic. An urgent appointment with the doctor may also be offered.

How do I...
Obtain Telephone Advice?

All the GPs have a number of appointments specifically allocated for telephone consultations on a daily basis. If you wish to speak to the doctor please make a telephone appointment. Remember, the receptionists are trained to give out results and can advise on a number of non-medical issues eg self certification.

NHS 24
Now in Glasgow. Round-the-Clock Health Advice and Support

NHS 24 is a new telephone health advice and information service. Whatever the problem, you can talk confidentially to their nurses or health information advisors who will help you get the right care from the right people at the right time.

Carers

Please let us know if you are a carer. If required, we can help you access appropriate support and advice including referral for social services assessment.

How do I...
Obtain A Home Visit?

If you are too ill to attend surgery and require a home visit, please telephone 01387 246282 before 10.00am. This will help the doctors plan their surgeries for the day. Please do not request home visits for conditions that can be seen at the surgery as the doctor can see several patients in surgery in the time that it takes to make one house call. Patients can also be examined more thoroughly at the surgery.
If you have a temperature or rash, coming to the surgery will do you no harm. Patients will be asked to come to the surgery if the doctor feels they are fit to do so. It is the doctor who makes the final decision as to where the patient will be seen.

How do I...
Obtain Test Results?

If any tests are done, the doctor or nurse will ask you to telephone for the results. They will also tell you how many results you should receive. Please ensure that you request the results of all the tests that are done. Due to demand on the telephone system, results can only be given out between 11.00am and 5.00pm. In order to preserve confidentiality, please phone the surgery yourself.

How do I...
Join The Practice?

The practice welcomes new patients from within the practice area, a map of which can be found on the back cover of this booklet. Although you will be registered by a specific doctor, you can consult any of the doctors or the practice nurses. If you have a 'preferred' GP whom you would like to see, please let us know so that we can record this on your record. It is most important that we obtain details of your past medical history, medication you may be taking and information regarding allergies and, consequently, you will be offered an appointment for a registration check-up.

How do I...
Make a Comment/Complaint ?

We are constantly trying to improve the service we offer and your ideas and comments are extremely helpful. Please get in touch with the practice manager if you have any ideas or comments you would like to pass on. Any problems with or complaints about our services should be addressed to our practice manager in the first instance. Please be assured that these will be investigated in the strictest confidence and you will be informed of what action is being taken. Our aim is to give the highest possible standard of service and we try to deal promptly with any problems that may occur.

If you feel that you cannot raise the complaint with us, or you are dissatisfied with the result of our investigation, you can approach:

Senior Manager Quality Improvement
Department of Nursing
NHS Dumfries and Galloway
Crichton Hall,
Bankend Road
Dumfries
DG1 4TG
Telephone 01387 241761

How do I...
Access My Records ?

The Data Protection Act 1998 gives you certain rights of access to the medical records we hold about you. If you wish to apply for access to your own data, please contact the practice manager.