Information

Out of Hours

After 6pm Monday – Friday, weekends and bank holidays in an emergency ring 028 38 399 201.

On a Wednesday afternoon 1pm – 6pm. The Doctor on call can see urgent cases in the surgery. If you do require a doctor ring the receptionist first – Tel – 028 30260949 Dial 0

Repeat Prescriptions

Repeats Prescriptions – Generally for medication that are intended to be taken on an ongoing or long-term basis.

Repeat prescriptions can be ordered via our online service.  Speak to our reception staff and they will register you with the service if you are not already.

Repeat prescriptions can also be ordered by emailing your request to Reception.Z00539@gp.hscni.net or by completing the right hand side of your previous prescription and posting it in our red box located at the front of the building.

Repeat prescriptions will be ready for collection within 2 working days of ordering.  You can also nominate for a pharmacy of your choice to collect your prescription; once it has been prepared it will be left for collection by your preferred pharmacy.  Speak to the receptionist for further details on this.

Acute Prescriptions

Acute Prescription – Generally a one of prescription or used infrequently

Acute prescriptions are signed on the day and available for collection after 2.30pm and 5pm on the day of ordering.

Home Visits

Home visits are for those ill or frail to come to the surgery. Home visits should be requested before 10am whenever possible. (When an emergency call is needed make this clear when telephoning). Home visits take up a lot of the doctor’s time than surgery appointments and therefore we would appreciate patients attending the surgery if possible.

Telephone Consultations

Some matters can be dealt with over the telephone, such as review of an ongoing problem, discussing test results or a repeat prescription.  The doctors do routine telephone consultations and these can be booked 2 weeks in advance.  Please be prepared to answer you phone as the doctor will only call once.

Telephone Triage

If you have an urgent problem that you feel cannot wait for a routine appointment you can request a telephone triage call. Telephone triage calls should be booked before 11am, if you call after 11am you will be advised to call back on the next working day unless your call is off an urgent nature. The reception staff will need some information from you and a member of our practice team will call you back.

In many cases a clinician can give you telephone advice on your problem without you having to come to the surgery.  In some cases the clinician will give you advice on managing your condition until you can be seen on another day, and in some cases where the clinician deems it necessary you may be offered an urgent appointment on the same day.

Test Results

The doctors review all test results and record a message for the patient.  Unfortunately due to the large number of results we cannot phone every patient.  The receptionist will only contact you if instructed to do so by the doctor.  If you wish to find out your results please call the practice Monday, Tuesday, Thursday or Friday between 3pm & 4pm.  The phlebotomist will advise you when these results will be back at the time of taking the sample.  Please understand that we are bound to maintain patient confidentiality and therefore results will only be disclosed to the patient or to the parents of children under the age of 16, unless consent has been given otherwise.

Registering as a Patient

Patients who wish to register must live within a five mile radius from the surgery.

Patients need to provide us with their signed medical card. Any patient who cannot find their medical card will be issued with an HS200 form or a (HSCR-1 if registering from outside the UK). Completion of this form will provide the information the Business Services Organisation (BSO) need to process the application and to trace previous medical records.

When you register you will also be asked to fill out a medical questionnaire and include a copy of your current repeat prescription request form or a verified printout from your current GP. This is because it can take a considerable time for us to receive your medical records.

When registering, we will also need you to bring along:

Photographic ID documents Proof of address X2 documents
ID card Driving licence
Passport Utility bill
Driving licence
Student card Solicitors letter
Taxi licence Rent or tenancy agreement
Bus pass

We provide surgery consultations, including routine health checks of over 75’s who haven’t attended in the past 3 years, telephone consultations by appointment and home visits when necessary for housebound patients.

Mission Statement

We aim to provide an accessible, friendly and efficient medical service, meeting high standards and making the best use of the available resources for the benefit of the patients. Our services are delivered by skilled and dedicated staff in a manner that shows respect at all times.

Patients Rights and Responsibilities

We aim to treat our patients courteously at all times and expect our patients to treat our staff in a similarly respectful way. It is your responsibility to keep your appointments, inform us of your past illnesses, medication and any other relevant details.

The patient has the right to:

  • Be treated courteously and with respect for your privacy, dignity, and religious and cultural beliefs.
  • Receive care and treatment on the basis of need.
  • Be given clear information about any treatment or care proposed.
  • Give or withhold your consent to medical or other care and treatment.
  • See any reports made for insurance or employment purposes.
  • Have access to your medical records, subject to limitations in the law.
  • A health check on joining the practice for the first time

A patient has responsibility to:

  • Treat the practice staff courteously and with respect.
  • Keep appointments made or notify the practice as soon as possible if you are unable to attend.
  • Make more than one appointment if more than one person needs to be seen.
  • Whenever possible attend the surgery rather than ask for home visit.
  • Be patient if appointment times are running late
  • Be prepared to see another doctor in the practice when your usual doctor is unavailable
  • Order repeat prescription at least 48 hours before it is needed.

Violent or Abusive Behaviour

We are committed to producing a high quality of care to our patients. The relationship between the patients and those working in the surgery is an important issue and is a two-way process. Therefore, in order to protect both the staff and other patients, we have a zero tolerance policy and respectfully point out that the following inappropriate behaviour will not be tolerated:

  • Swearing
  • Shouting
  • Threatening or abusive behaviour
  • Verbal/physical abuse

Such behaviour has a marked effect on staff where such behaviour is observed, we reserve the right to withdraw from treating the patient and ensuring removal of those involved from the premises. We may exercise our right to take action and have the patient removed, immediately if necessary from our practice and reported to the police.

Less-Abled Access

Our building has designated less-abled car parking. All facilities including toilets for less-abled are at ground level.

Complaints

If you are unhappy with the service which you or a relative have received and wish to make a complaint, please contact our complaints officer Sharon Liggett either in writing or via telephone (02830260949)

Most complaints can be solved directly with the practice but if you wish you may contact the Health & Social Care Board (Southern Area)

Tel – 028 95362104 or the Patient & Client Council –
Tel – 0800 917 0222 or email info.pcc@pcc-ni.net