This Information May Be Transmitted to Lothian Health
Data Protection Act 1998
We store personal details about your care in our paper and computerised records. This information is used to assist the healthcare team to deliver improved health care, to produce repeat prescriptions and to monitor specific areas such as blood pressure, Warfarin levels, cervical smears etc.
This information may be transmitted to Lothian Health. NHS Lothian staff review patient information in order to improve the practices information systems e.g. our recall programmes. Individuals may seek further information about this or raise objections if they wish. If you have been registered with a GP anywhere in the UK your medical records are transferred between practices via Practitioner Services Division of NHS Lothian. More information about this can be found on
We are statutorily bound to disclose certain information to disease registries and for epidemiological research. There is also some non-statutory disclosure to these bodies but where at all possible information is anonymised.
Calls to the out of hours service may be voice recorded or logged on computer. This information is used to manage your emergency care.
All records that relate to you are stored in the strictest confidence. In accordance with the Data Protection Act, individuals have a right of access to personal data of which they are the subject and may have this information communicated to them upon making a written request and paying the requisite fee. Please request a Patient Authority Consent Form from reception for this purpose.
Please note that all Health Authorities are required by law (Public Accounts Commission) to scrutinise periodically a small number of records in each medical practice. The checks are carried out in confidence by staff of Lothian Health. Clinical details in your notes are not recorded by them.
Use and disclosures may be made for non-health purposes for the Crime and Disorder Act 1998, to the police and to hospital chaplains.
72 PolwarthGardens
Edinburgh
EH11 1LL
Tel : 0131 229 5914
Fax : 0131 221 9897
INFORMATION FOR PATIENTS
Welcome to the Practice
Doctors
General Practice Principal
Dr Alec MillarMB ChBEdinburgh1975
Assistants
Dr Rosemary DixonMB ChB Edinburgh1978
MRCP MRCGP DFFP LMCC
Dr Kenneth KnoxMB ChB Edinburgh1989
MRCGP DRCOG
Dr. Catherine Gates MB ChB Aberdeen 1997 MRCGP
Surgery Hours
8 a.m. – 6 p.m. Monday to Friday
Extended Hours – Monday, Tuesday and Wednesday evenings
5.30pm to6.30pm. We will see patients with pre-booked appointments only during those hours. The surgery closes between 1pm and 2pm each Wednesday for staff training.
Registration
New patients who live within the practice boundary are always very welcome. New patients need to complete a registration form and a short health questionnaire. We also ask you to see the practice nurse to complete a health check. If you live outwith the practice boundary but wish to register at the practice, please discuss this with us. Existing patients who move within the practice boundary are welcome to continue as patients but please let us have your new contact details. If you move outwith the boundary please discuss this with the doctors as you may be able to remain a patient here.
Disabled Access
A ramp is provided at the surgery for use by the disabled or by mothers with buggies. In addition, we have an automatic door to enable easier access.
Abusive and Violet Behaviour – This practice operates a zero tolerance policy for abusive or violent behaviour towards any staff member. If a patient is violent or abusive, the practice
reserves the right to withdraw services with immediate effect. The police and NHS Lothian will be informed following any incident.
Patients’ Rights and Responsibilities
The Practice The Patient
Patients will be treated with courtesy, respect and confidentiality at all times / Patients have responsibility to treat our staff with equal courtesy and respect at all timesUrgent problems will be seen the same day by whichever doctor is available / Only request an urgent appointment when you feel it is medically necessary and not safe to wait
The practice will monitor the waiting times for appointments and inform you of any significant delays / If you cannot keep your appointment please let us know as soon as possible so that we can give that appointment to another patient
Wherever possible you will be seen as near to your appointment time as possible / Please try to be flexible when making your appointment to allow yourself to see the doctor of your choice
Medical staff will visit you at home if you are too ill to come to the surgery / Please do not ask for a home visit unless it is absolutely necessary. Home visits should ONLY BE for the very ill/housebound
The practice will inform you of the services it provides and how you can access them / Please understand that each appointment is for 10 minutes only
Advice will be given and/or medication prescribed to patients as required. Repeat prescriptions will be processed within 48 hours. You will be asked to see the doctor to have your medication reviewed at least annually / A prescription may not always be necessary. Order repeat prescriptions before your medication runs out. See the section of this leaflet that explains how to order your prescription
Patients will be removed from our list as a last resort if the practice/patient relationship has broken down irretrievably. Patients who continually fail to keep appointments may be removed from the practice list / Abusive or violent behaviour will not be tolerated and will result in removal from our list. We reserve the right to call the police if patients or anyone accompanying them are violent or abusive to anyone in the surgery
Complaints Continued
Alternatively if you feel that you cannot contact us directly you may contact the Complaints Officer, NHS Lothian, Waverley Gate, 2-4 Waterloo Place, EdinburghEH13EG.
Telephone 0131 4655708.
The Practice Team
Practice Nursing Staff
Threepractice nurses provide nursing services at the surgery. This includes cervical smears, blood tests, dietary advice, ear syringing, removal of stitches and travel vaccinations. The practice nurses co-ordinate the review and management of patients with Diabetes, Ischaemic Heart Disease and Hypertension in addition to running Asthma and other Clinics. Appointments with the practice nurses can be made by our reception staff. One of our nurses also does disease coding and summarising patient records.
Community Nurses
The district nurses provide nursing services in the home for the practice patients.
Polwarth Surgery District Nurse Telephone : 0131 536 9755
Health Visitors
Are registered general nurses who have also completed a Diploma in Health Visiting. They work mainly with young families and the elderly but are available for all age groups. Our health visitor is Clare Hutcheson. She and the Health Visiting team can be contacted at Tollcross Health Centre on Tel: 0131 536 9770
Administration Team
The Practice Manager is Mrs Linda Blackmoore. We have an Assistant Manager, Reception Team Leader, 5 receptionists and 1 secretary in the Polwarth Surgery. The staff have the difficult job of keeping the practice running smoothly. They are here to welcome you and help with any administrative or non-medical aspect of your health care. We also have an administrator.
Practice Boundary
The practice boundary is approximately 1 ½ miles from the surgery. There are a number of practice patient who live outwith the practice boundary and we are happy to continue providing medical services for these patients.
Appointments
Appointments can be made to see the doctors or nurses through contact with our reception team. Appointments are made by contacting the surgery during opening hours by calling 01312295914 or coming into the surgery. You may be asked to wait a day or two for a routine appointment if the doctors are very busy or sometimes if you want to see a particular doctor you may have to wait longer. The doctors will always see someone the same day if they have an urgent problem. It is very important to ring early from 8amif you require an appointment on the same day. It is not always possible to specify a particular doctor for urgent appointments. It helps the receptionist to know the reason for the appointments so that the correct time of day and length of appointment is given. Please let us know as soon as possible if you cannot attend and remember that each appointment is for one patient only.
Interpretation Service
When booking an appointment, we can book an interpreter to help you if English is not your first language. The Interpretation Services Department will require your phone number in case an appointment needs to be altered. Please tell us if you would object to this.
Home Visits
If you feel you need a home visit and are not well enough to come to the surgery, please telephone before 10 a.m. Generally home visits are only for those patients who are very ill or housebound. If a patient has a rash or high temperature coming to the surgery will not harm them but please inform the receptionist on arrival so that you are seen promptly. We are able to see more patients in the surgery than at home and it also offers better facilities for examination and treatment.
Emergencies
If you need a doctor in an emergency please telephone the surgery on 229 5914. If it is an emergency it is helpful to tell the receptionist who answers the telephone, the nature of the emergency. Some things are more urgent than others. A doctor will then contact you. If you require medical care outwith the normal surgery hours please telephone the surgery when you will be given the telephone number for NHS 24 and someone there will deal with your problem. Alternatively you may telephone NHS 24 direct on 111. NHS 24 is not a walk-in service and you need to telephone them if you require their services. You can access the NHS 24 website on NHS Lothian are responsible for commissioning NHS 24.
Telephone Advice
If you require advice from a doctor during normal surgery hours please telephone the surgery and your message will be passed to the doctors or you will advised of another time to telephone again when the doctor should be available.
Repeat Prescriptions
Medicines on your repeat prescription list may be requested by handing the request to reception staff, by post, by fax to 221 9897 or by email to . If you post your request you must enclose a stamped self-addressed envelope so we can post the prescription back to you, otherwise you will need to pick up the prescription from the surgery unless you have an arrangement with a pharmacy to pick it up for you.Please do not make telephone requests for repeat prescriptions. Please allow up to 48 hours for repeat prescriptions. Although they may be processed more rapidly than this, this cannot be guaranteed.
Section 17c Personal Medical Services
Since 1st April 2000 the practice has been providing Personal Medical Services. We aim to achieve an improved range of services for our patients and improved quality of care particularly with respect to chronic disease management.
Additional Clinics
Diabetes, Ischaemic Heart Disease, Hypertension, Asthma,COPD and Alcohol Problems Clinics. We are focusing on patients who have these conditions and all such patients will be invited to regular appointments with one of the practice nurses at special clinics.
Wart/Cryotherapy Clinic
This is carried out every week on a Wednesday afternoon, by priorappointment.
Paediatric Assessment Clinic
Baby clinics are held regularly on Tuesdays with one of the surgery Doctors being present. Consent to treatment of children – please ask to see detailed policy.
Minor Surgery
Minor surgical procedures are carried out as and when required, by specific arrangement with Dr Millar.
Laboratory Specimens
Specimens are sent to the laboratory every weekday at 9 a.m. and 3 p.m. If you require to hand in a specimen or need a blood test, please make sure you have an appointment before 2.30pm.
Laboratory Test Results
Results of tests are normally available one week later. We would ask you to contact the practice after 11 a.m. for the results. Pregnancy tests take two working days to return.
Comments and Suggestions
We are always interested to hear suggestions for ways to improve the medical care provided at the surgery. You can do this by passing on comments to any of the staff, the Practice Manager or the doctors.
Complaints
We hope that you are always satisfied with the service provided at the Polwarth Surgery but should there be any complaints we ask you to contact either the Practice Manager or Dr. Millar. There is a leaflet at reception explaining the complaints procedure.
February 2015