Practice Leaflet

HEALTHCARE
GROUP
PATIENT
JANUARY 2015,
INFORMATION
RELEASE
NAIRN HEALTHCARE GROUP
NAIRN HEALTHCARE GROUP
NAIRN
NAIRN
HEALTHCARE
GROUP
PATIENT
JANUARY 2015,
INFORMATION
RELEASE
Nairn Healthcare Group
Cawdor Road, Nairn IV12 5EE
Phone : 01667 452096
Fax : 01667 422749
Nairn Healthcare Group
Cawdor Road, Nairn IV12 5EE
Phone : 01667 452096
Fax : 01667 422749
Ardersier branch surgery
142 Manse Road, Ardersier IV2 7SR
Phone 01667 452096
Ardersier branch surgery
142 Manse Road, Ardersier IV2 7SR
Phone 01667 452096
OUT OF HOURS emergency service (6pm to 8:30am) & weekends
Phone : 01667 452096
This will put you through to the Primary Care Emergency Centre based at the
Nairn Town and County Hospital. The phone line will be dealt with by a nurse
who will process the call appropriately.
OUT OF HOURS emergency service (6pm to 8:30am) & weekends
Phone : 01667 452096
This will put you through to the Primary Care Emergency Centre based at the
Nairn Town and County Hospital. The phone line will be dealt with by a nurse
who will process the call appropriately.
We are fortunate in that we use our own Doctors
for traditional out of hours and emergency cover.
We are fortunate in that we use our own Doctors
for traditional out of hours and emergency cover.
Nairn Healthcare Group was formed in April 2012 as a result of a merger
between two practices, Ardersier Medical Practice and Lodgehill Clinic,
Nairn.
Nairn Healthcare Group was formed in April 2012 as a result of a merger
between two practices, Ardersier Medical Practice and Lodgehill Clinic,
Nairn.
We have a website with more information about Nairn Healthcare Group.
The address is www.nairnhealthcaregroup.co.uk
We have a website with more information about Nairn Healthcare Group.
The address is www.nairnhealthcaregroup.co.uk
If you have any questions regarding our health services or any non-clinical
enquiries, please e-mail us at [email protected]
If you have any questions regarding our health services or any non-clinical
enquiries, please e-mail us at [email protected]
If you would like to speak to a staff member, please call: 01667 452096. You
can also write to the surgery at the address below.
If you would like to speak to a staff member, please call: 01667 452096. You
can also write to the surgery at the address below.
Principal surgery (Nairn).
Hours of Operation:
Principal surgery (Nairn).
Hours of Operation:
Nairn Healthcare Group
Nairn Town & County Hospital & PCC
Cawdor Road
Nairn
Nairnshire
IV12 5EE
01667 452096
[email protected]
Monday to Friday
8:30am to 6:30pm
Monday to Friday
8:30am to 6:30pm
Most Wednesday evenings
6:30pm to 8pm.
Nairn Healthcare Group
Nairn Town & County Hospital & PCC
Cawdor Road
Nairn
Nairnshire
IV12 5EE
01667 452096
[email protected]
Branch surgery (Ardersier).
Hours of Operation:
Branch surgery (Ardersier).
Hours of Operation:
142 Manse Road
Ardersier
Inverness-shire
IV2 7SR
01667 452096
Monday to Friday
8:30am to 6:00pm
Closed Thursday from 1pm
142 Manse Road
Ardersier
Inverness-shire
IV2 7SR
01667 452096
Monday to Friday
8:30am to 6:00pm
Closed Thursday from 1pm
Page 2
Most Wednesday evenings
6:30pm to 8pm
Page 2
Most Wednesday evenings
6:30pm to 8pm.
Most Wednesday evenings
6:30pm to 8pm
Our reception team can be contacted from 8:30am until 6:30pm from Monday to Friday. We offer a range of appointments both face to face and by
telephone. Please phone the Practice on 01667 452096.
Our reception team can be contacted from 8:30am until 6:30pm from Monday to Friday. We offer a range of appointments both face to face and by
telephone. Please phone the Practice on 01667 452096.
Home visits are at the Doctors discretion only and are not a patient entitlement. The visit requests are handled by the receptionists who will ask for a
little information to pass onto the Duty GP. If possible, please phone in your
request before 10:30am.
Home visits are at the Doctors discretion only and are not a patient entitlement. The visit requests are handled by the receptionists who will ask for a
little information to pass onto the Duty GP. If possible, please phone in your
request before 10:30am.
Please note that all telephone calls will be answered in the Nairn branch.
Please note that all telephone calls will be answered in the Nairn branch.
Monday
Tuesday
Wednesday
Thursday
Friday
Monday
Tuesday
Wednesday
Thursday
Friday
Nairn
Ardersier
Nairn
Ardersier
Nairn
Ardersier
Nairn
Ardersier
Nairn
Ardersier
Nairn
Ardersier
Nairn
Ardersier
Nairn
Ardersier
Nairn
Ardersier
Nairn
Ardersier
Doctors
AM
08.30 - 11:00
08.30 - 11.00
08.30 - 11:00
08:30 - 11:00
08.30 - 11:00
08:30 - 11:00
08.30 - 11:00
08:30 - 11:00
08.30 - 11:00
08:30 - 11:00
Doctors
PM
14.00 - 16.20
14.00 - 16.30
14.00 - 16.20
14.00 - 16.30
14.00 - 16.20
14.00 - 16.30
14.00 –16.30
CLOSED
14.30 - 16.20
14.30 - 16.30
Nurse
AM
8.30 - 12.20
8:30—12.20
8.30 - 12.20
8:30 - 12:20
8.30 - 12.20
8:30 - 12:20
8.30 - 12.20
8:30 - 12:20
8:30 - 12:20
Nurse
PM
14:00 - 16:00
Doctors
Extended
Monday
Tuesday
18:00 - 19:45
18:00 - 19:45
Wednesday
Thursday
Friday
Monday
14:00 - 16:00
14:00 - 16:00
14:00—16:00
14.00—18.30
Tuesday
Wednesday
Thursday
CLOSED
Friday
Page 3
Nairn
Ardersier
Nairn
Ardersier
Nairn
Ardersier
Nairn
Ardersier
Nairn
Ardersier
Nairn
Ardersier
Nairn
Ardersier
Nairn
Ardersier
Nairn
Ardersier
Nairn
Ardersier
Doctors
AM
08.30 - 11:00
08.30 - 11.00
08.30 - 11:00
08:30 - 11:00
08.30 - 11:00
08:30 - 11:00
08.30 - 11:00
08:30 - 11:00
08.30 - 11:00
08:30 - 11:00
Doctors
PM
14.00 - 16.20
14.00 - 16.30
14.00 - 16.20
14.00 - 16.30
14.00 - 16.20
14.00 - 16.30
14.00 –16.30
CLOSED
14.30 - 16.20
14.30 - 16.30
Nurse
AM
8.30 - 12.20
8:30—12.20
8.30 - 12.20
8:30 - 12:20
8.30 - 12.20
8:30 - 12:20
8.30 - 12.20
8:30 - 12:20
8:30 - 12:20
Nurse
PM
14:00 - 16:00
Doctors
Extended
18:00 - 19:45
18:00 - 19:45
14:00 - 16:00
14:00 - 16:00
14:00—16:00
14.00—18.30
CLOSED
Page 3
Nairn Town and County Hospital and Primary Care Centre
Nairn Town and County Hospital and Primary Care Centre
The practice staff are enjoying closer working relationships with healthcare
professionals at the Town and County hospital.
The practice staff are enjoying closer working relationships with healthcare
professionals at the Town and County hospital.
There is a full range of health care professions based at the Primary Care
Centre, including Community Nursing, Health Visitors and Midwifery,
Community Psychiatric Nursing, Physiotherapy, Speech & Language
Therapy, and Social Work.
There is a full range of health care professions based at the Primary Care
Centre, including Community Nursing, Health Visitors and Midwifery,
Community Psychiatric Nursing, Physiotherapy, Speech & Language
Therapy, and Social Work.
Page 4
Page 4
Nairn Healthcare Group Staff

Nairn Healthcare Group Staff
Partners
Dr Calum Macaulay-MB ChB (Aberdeen 1985) FRCGP

Partners
Dr Calum Macaulay-MB ChB (Aberdeen 1985) FRCGP

Dr Al Holdcroft - MB ChB (Glasgow, 1989) MRCGP DOccMed DAvMed
DRCOG DFFP

Dr Al Holdcroft - MB ChB (Glasgow, 1989) MRCGP DOccMed DAvMed
DRCOG DFFP

Dr Adrian Baker - MB ChB (Birmingham 1989) MRCGP DCH DRCOG
DTM&H MBA

Dr Adrian Baker - MB ChB (Birmingham 1989) MRCGP DCH DRCOG
DTM&H MBA

Dr Jonathan L. Ball - MB ChB (Edinburgh, 1993) MRCGP DFFP

Dr Jonathan L. Ball - MB ChB (Edinburgh, 1993) MRCGP DFFP

Dr Debbie Miller - MBBCh BAO (TCD Ireland 1988) BA MRCGP DFFP

Dr Debbie Miller - MBBCh BAO (TCD Ireland 1988) BA MRCGP DFFP

Dr David Simpson - MB ChB (Aberdeen 2002) MRCGP

Dr David Simpson - MB ChB (Aberdeen 2002) MRCGP

Dr Andrew Evennett- MB ChB (Bristol 1987)

Dr Andrew Evennett- MB ChB (Bristol 1987)

Dr Malcolm Simmons– MB ChB (Aberdeen 2001) DFSRH nMRCGP
MRCS Ed

Dr Malcolm Simmons– MB ChB (Aberdeen 2001) DFSRH nMRCGP
MRCS Ed

Dr Colin McDougall- MB ChB (Glasgow 1988) MRCGP

Dr Colin McDougall- MB ChB (Glasgow 1988) MRCGP









Non Principal GPs
Dr Audrey Banks
Dr Minni Korhonen
Dr Lee Smith
Dr Kathryn Duthie
Dr Amy Carter (currently on maternity leave)
Dr Laura Thomas
Dr Alison Browning (currently on maternity leave)
Dr Tracy Erney
Dr Katie Reid
Registrars









Non Principal GPs
Dr Audrey Banks
Dr Minni Korhonen
Dr Lee Smith
Dr Kathryn Duthie
Dr Amy Carter (currently on maternity leave)
Dr Laura Thomas
Dr Alison Browning (currently on maternity leave)
Dr Tracy Erney
Dr Katie Reid
Registrars

Dr Jenny Milton

Dr Jenny Milton

Dr Arun Sunnikutty
Locums

Locums
Dr Arun Sunnikutty
Page 5
Page 5
Practice staff, Nairn Healthcare Group
Practice staff, Nairn Healthcare Group
Practice Nurses
Nurse Carolyn Simmons
Nurse Kathy Gaffney
Nurse Nicola Kerschat
Nurse Mhairi MacKinnon
Practice Nurses
Nurse Carolyn Simmons
Nurse Kathy Gaffney
Nurse Nicola Kerschat
Nurse Mhairi MacKinnon
Health Care Assistants
Debra Barnard
Kate Rhind
Debbie Riach
Health Care Assistants
Debra Barnard
Kate Rhind
Debbie Riach
Practice Management
Ms Barbara Graham (Business Manager)
Mr Carl Wright (Practice Manager)
Ms Tanya Allan (Assistant Manager)
Practice Management
Ms Barbara Graham (Business Manager)
Mr Carl Wright (Practice Manager)
Ms Tanya Allan (Assistant Manager)
If you are in any doubt about who to speak to regarding a specific problem,
please do not hesitate to ask for a member of our management team.
If you are in any doubt about who to speak to regarding a specific problem,
please do not hesitate to ask for a member of our management team.
The Administration Team
We have a dedicated team of receptionists and administrators. Please remember that our receptionists have a very difficult task to perform and that
they must follow the Doctors instructions. Our receptionists have many
daily tasks but will always attend to you as soon as is possible.
The Administration Team
We have a dedicated team of receptionists and administrators. Please remember that our receptionists have a very difficult task to perform and that
they must follow the Doctors instructions. Our receptionists have many
daily tasks but will always attend to you as soon as is possible.
Attached to the Practice.
Attached to the Practice.
District Nurses.
The District Nursing team work out of Nairn T&CH & PCC. They work
closely with your GP and other agencies to ensure the quality and continuity of your care is of a high standard. Tel: 01667 422702
District Nurses.
The District Nursing team work out of Nairn T&CH & PCC. They work
closely with your GP and other agencies to ensure the quality and continuity of your care is of a high standard. Tel: 01667 422702
Page 6
Page 6
Health Visitors.
The role of your Health Visitor is to improve public health by working with
individuals, families and communities. They are based in Nairn.
Tel: 01667 422832
Health Visitors.
The role of your Health Visitor is to improve public health by working with
individuals, families and communities. They are based in Nairn.
Tel: 01667 422832
Community midwives.
The community midwives are based at Nairn Primary Care Centre and
care for our antenatal patients. Tel: 01667 422833
Community midwives.
The community midwives are based at Nairn Primary Care Centre and
care for our antenatal patients. Tel: 01667 422833
Community Mental Health team.
The CMHT is based in Nairn and consists of a Psychiatrist, community
Psychiatric Nurses, Social workers, Occupational Therapy and a GP. If
you have a mental health, drug, alcohol or psychosexual problem we may
ask the CMHT to become involved. A referral is required from a GP.
Tel: 01667 422786
Community Mental Health team.
The CMHT is based in Nairn and consists of a Psychiatrist, community
Psychiatric Nurses, Social workers, Occupational Therapy and a GP. If
you have a mental health, drug, alcohol or psychosexual problem we may
ask the CMHT to become involved. A referral is required from a GP.
Tel: 01667 422786
Physiotherapy.
There is a physiotherapy service based at Nairn Town & County Hospital,
and they run a clinic each week at Ardersier Surgery. A referral is required
from either the GP or a self-referral can be made via a form from our reception desks. Appointments are arranged through the Physiotherapy Department. If you are unable to attend or if you no longer require an appointment, please phone ahead and cancel. Tel: 01667 422704
Physiotherapy.
There is a physiotherapy service based at Nairn Town & County Hospital,
and they run a clinic each week at Ardersier Surgery. A referral is required
from either the GP or a self-referral can be made via a form from our reception desks. Appointments are arranged through the Physiotherapy Department. If you are unable to attend or if you no longer require an appointment, please phone ahead and cancel. Tel: 01667 422704
Coronary Heart Disease Nurse.
Nurse Liz Batstone is a specialist nurse practitioner who is involved with
patients who have heart disease. She is also involved in the prevention of
heart disease. With this in mind she runs dedicated smoking cessation clinics. A referral is required from your GP.
Coronary Heart Disease Nurse.
Nurse Liz Batstone is a specialist nurse practitioner who is involved with
patients who have heart disease. She is also involved in the prevention of
heart disease. With this in mind she runs dedicated smoking cessation clinics. A referral is required from your GP.
Podiatry.
Appointments are arranged through the Community Podiatry
Service. Referrals can be made through the surgery, however patients can
also self refer to this service. Tel: 01667 422705
Podiatry.
Appointments are arranged through the Community Podiatry
Service. Referrals can be made through the surgery, however patients can
also self refer to this service. Tel: 01667 422705
Accessing our staff
Please contact our Reception team to enquire about availability and booking dates for all Nairn Healthcare Group staff. Please note that some staff
may have a waiting list or criteria for patient suitability.
Phone : 01667 452096
Accessing our staff
Please contact our Reception team to enquire about availability and booking dates for all Nairn Healthcare Group staff. Please note that some staff
may have a waiting list or criteria for patient suitability.
Phone : 01667 452096
Page 7
Page 7
Services.
Services.
New patients.
You will be asked to fill in a questionnaire when you register. You will also be
invited to attend for a new patient medical with a Health Care Assistant. This is
a straightforward health check and brief examination which takes twenty
minutes. Please take a urine sample, please request a sample bottle from
reception. You will also be required to show a form of identification (birth certicificate, driving licence, passport etc) to the receptionist when handing back
your registration forms.
New patients.
You will be asked to fill in a questionnaire when you register. You will also be
invited to attend for a new patient medical with a Health Care Assistant. This is
a straightforward health check and brief examination which takes twenty
minutes. Please take a urine sample, please request a sample bottle from
reception. You will also be required to show a form of identification (birth certicificate, driving licence, passport etc) to the receptionist when handing back
your registration forms.
Maternity services.
We offer shared care (your GP, midwife and Raigmore) during your pregnancy. Your antenatal checks are shared between your GP and midwife. You
should attend your GP for a six week postnatal check.
Maternity services.
We offer shared care (your GP, midwife and Raigmore) during your pregnancy. Your antenatal checks are shared between your GP and midwife. You
should attend your GP for a six week postnatal check.
Family Planning.
Our Practice Nurse is available to provide confidential and comprehensive advice on all forms of contraception. Routine checks/repeat prescriptions are carried out by your GP. Coil fittings and contraceptive implants are by arrangement
with a doctor and the Practice Nurse.
Family Planning.
Our Practice Nurse is available to provide confidential and comprehensive advice on all forms of contraception. Routine checks/repeat prescriptions are carried out by your GP. Coil fittings and contraceptive implants are by arrangement
with a doctor and the Practice Nurse.
Minor surgery.
Doctors perform a range of minor surgery at the Nairn surgery.
Minor surgery.
Doctors perform a range of minor surgery at the Nairn surgery.
Travel advice and vaccinations.
Speak to our reception staff. They will give you a form to complete which allows
us to access the appropriate information. We will check with your medical records and confirm your vaccination requirements.
Travel advice and vaccinations.
Speak to our reception staff. They will give you a form to complete which allows
us to access the appropriate information. We will check with your medical records and confirm your vaccination requirements.
Please note that we are now a Yellow Fever vaccination centre, There may be a
charge for our travel advice and travel vaccination services.
Please note that we are now a Yellow Fever vaccination centre, There may be a
charge for our travel advice and travel vaccination services.
Personal sharps bins.
We can provide 1 litre sharps bins for personal needle disposal. Contact our
reception team, who will forward your request appropriately. It can take up to
two weeks for a sharps bin to arrive, but we do hold a stock in the Ardersier and
Nairn premises. We would still appreciate a bin request prior to your arrival, so
that we can maintain our stock levels.
Personal sharps bins.
We can provide 1 litre sharps bins for personal needle disposal. Contact our
reception team, who will forward your request appropriately. It can take up to
two weeks for a sharps bin to arrive, but we do hold a stock in the Ardersier and
Nairn premises. We would still appreciate a bin request prior to your arrival, so
that we can maintain our stock levels.
Page 8
Page 8
Prescriptions
All prescriptions are recorded on and issued from our practice computer system. The
counterfoil attached to your prescription will detail all of your prescribed medicines. The prescription can be collected from the Practice or we can arrange for it to
go to either Ardersier Pharmacy, the Nairn branch of Boots or the Nairn branch of
Lloyds Pharmacy. It will be ready for collection 48 hours later or 72 hours if you wish
to collect from the Pharmacy
Prescriptions
All prescriptions are recorded on and issued from our practice computer system. The
counterfoil attached to your prescription will detail all of your prescribed medicines. The prescription can be collected from the Practice or we can arrange for it to
go to either Ardersier Pharmacy, the Nairn branch of Boots or the Nairn branch of
Lloyds Pharmacy. It will be ready for collection 48 hours later or 72 hours if you wish
to collect from the Pharmacy
Occasionally you will be asked to see the GP or Practice Nurse in order to review
your treatment. This is to ensure that it is helping your medical condition and to see
that you are well. Please make a routine appointment with your GP or Practice Nurse
at the requested time. Unfortunately, we cannot accept prescription requests by telephone.
Occasionally you will be asked to see the GP or Practice Nurse in order to review
your treatment. This is to ensure that it is helping your medical condition and to see
that you are well. Please make a routine appointment with your GP or Practice Nurse
at the requested time. Unfortunately, we cannot accept prescription requests by telephone.
Online prescriptions
Please note that you can now make a request for repeat prescriptions online by visiting our website. Any other acute or one off requests must be approved by your Doctor via the normal means. Our website address is:
www.nairnhealthcaregroup.co.uk
Online prescriptions
Please note that you can now make a request for repeat prescriptions online by visiting our website. Any other acute or one off requests must be approved by your Doctor via the normal means. Our website address is:
www.nairnhealthcaregroup.co.uk
Accessing our services
Please contact our Reception team to enquire about availability and booking dates
for all Nairn Healthcare services. Please note that some services may have a waiting list or criteria for patient suitability.
Phone : 01667 452096
Accessing our services
Please contact our Reception team to enquire about availability and booking dates
for all Nairn Healthcare services. Please note that some services may have a waiting list or criteria for patient suitability.
Phone : 01667 452096
Access, translation and interpretation.
To assist in accessing our services, we have interpretation booklets to aid with basic
medical consultations. We can do this for a wide variety of languages, but would
appreciate if you could notify us in advance of your appointment. We can also provide a translation/interpretation service at the point of consultation with a third party
on the phone.
Access, translation and interpretation.
To assist in accessing our services, we have interpretation booklets to aid with basic
medical consultations. We can do this for a wide variety of languages, but would
appreciate if you could notify us in advance of your appointment. We can also provide a translation/interpretation service at the point of consultation with a third party
on the phone.
‘Message in a bottle’ scheme.
We have stocks of these emergency bottles to hand out. The bottles are stored in
your fridge and are used by any clinicians or medics to obtain information on your
illnesses, allergies, your conditions and also family contact details. If you would like
a bottle to record your details in, please ask at reception.
Alternatively, our clinicians usually have the bottles available in their consulting
rooms.
‘Message in a bottle’ scheme.
We have stocks of these emergency bottles to hand out. The bottles are stored in
your fridge and are used by any clinicians or medics to obtain information on your
illnesses, allergies, your conditions and also family contact details. If you would like
a bottle to record your details in, please ask at reception.
Alternatively, our clinicians usually have the bottles available in their consulting
rooms.
Page 9
Page 9
FAQ (Frequently asked questions)
FAQ (Frequently asked questions)
I have an emergency but the practice is closed, what do I do? (How do I
contact the Out of hours service?)
Please call 01667 452096. This will put you through to the Primary Care Emergency Centre based at the Nairn Town and County Hospital. This phone line
shall be answered by a nurse. The nurse will take some details and either give
you advice, contact the Doctor, invite you to the hospital or arrange for the Doctor
to visit you at your home. Please note that we do not use NHS24, our out of
hours service is staffed by doctors from Nairn Healthcare Group.
I have an emergency but the practice is closed, what do I do? (How do I
contact the Out of hours service?)
Please call 01667 452096. This will put you through to the Primary Care Emergency Centre based at the Nairn Town and County Hospital. This phone line
shall be answered by a nurse. The nurse will take some details and either give
you advice, contact the Doctor, invite you to the hospital or arrange for the Doctor
to visit you at your home. Please note that we do not use NHS24, our out of
hours service is staffed by doctors from Nairn Healthcare Group.
How can I book a home visit?
Requests for home visits should only be made if you are unfit to travel to one of
the surgeries. Home visits are at the Doctors discretion only and are not a patient
entitlement. The visit requests are handled by the receptionists who will ask for a
little information to pass onto the Duty GP.
If possible, please phone in your request before 10:30am.
How can I book a home visit?
Requests for home visits should only be made if you are unfit to travel to one of
the surgeries. Home visits are at the Doctors discretion only and are not a patient
entitlement. The visit requests are handled by the receptionists who will ask for a
little information to pass onto the Duty GP.
If possible, please phone in your request before 10:30am.
Do you have access for disabled patients?
Nairn: The premises can be entered via the main automatic door. There is
a downstairs toilet with disabled facilities. There is a loop system at reception.
Do you have access for disabled patients?
Nairn: The premises can be entered via the main automatic door. There is
a downstairs toilet with disabled facilities. There is a loop system at reception.
Ardersier : The premises can be entered via the main door of the surgery. Arrangements will be made to see you downstairs. There is a toilet with
disabled facilities downstairs.
Ardersier : The premises can be entered via the main door of the surgery. Arrangements will be made to see you downstairs. There is a toilet with
disabled facilities downstairs.
How can I make an appointment?
Appointments with nurses and health screeners can be made by telephoning
01667 452096 or by calling at the receptions. Please clarify at which surgery you
would like to be seen. For doctors, on a rota basis, we have daily appointments
and telephone consultations available. These appointments can be made by
telephoning 01667 452096 or by calling at the receptions to attend either Nairn
or Ardersier.
How can I make an appointment?
Appointments with nurses and health screeners can be made by telephoning
01667 452096 or by calling at the receptions. Please clarify at which surgery you
would like to be seen. For doctors, on a rota basis, we have daily appointments
and telephone consultations available. These appointments can be made by
telephoning 01667 452096 or by calling at the receptions to attend either Nairn
or Ardersier.
It is also very important to call and cancel any appointments that you can no
longer attend or require. An adult should accompany children under the age of
14.
It is also very important to call and cancel any appointments that you can no
longer attend or require. An adult should accompany children under the age of
14.
Page 10
Page 10
What is the procedure for requesting Sickness certificates/Fit notes?
The law is clear regarding sickness certificates:

If your period of sickness is one to four days only, you do not require a sickness certificate.

For periods of four to six days sickness your employer can ask you
to complete a self-certificate of sickness. This form can be obtained from the DSS or from your employer.

For illness longer than six days you will need to see your GP to
issue a sickness certificate (if medically appropriate to do so) and
for any subsequent renewal of the certificate.
The law states that you do not need to obtain a certificate from your GP for
illness of between one to six days. If your employer insists that you obtain
one, this service is not covered by the NHS and a charge may be made.
What is the procedure for requesting Sickness certificates/Fit notes?
The law is clear regarding sickness certificates:

If your period of sickness is one to four days only, you do not require a sickness certificate.

For periods of four to six days sickness your employer can ask you
to complete a self-certificate of sickness. This form can be obtained from the DSS or from your employer.

For illness longer than six days you will need to see your GP to
issue a sickness certificate (if medically appropriate to do so) and
for any subsequent renewal of the certificate.
The law states that you do not need to obtain a certificate from your GP for
illness of between one to six days. If your employer insists that you obtain
one, this service is not covered by the NHS and a charge may be made.
I require a repeat prescription, what do I do?
You can obtain a repeat prescription by the following methods:

By form (i.e., the tear off slip on the other side of the prescription). Tick the appropriate box(es) on the form and hand this in to
the practice.

By post.

By e-mail via the website www.nairnhealthcaregroup.co.uk

By dedicated post box at reception
I require a repeat prescription, what do I do?
You can obtain a repeat prescription by the following methods:

By form (i.e., the tear off slip on the other side of the prescription). Tick the appropriate box(es) on the form and hand this in to
the practice.

By post.

By e-mail via the website www.nairnhealthcaregroup.co.uk

By dedicated post box at reception
Please do not telephone with repeat prescription requests.
Please do not telephone with repeat prescription requests.
All repeat prescriptions are recorded on and issued from our practice computer system. The counterfoil attached to your prescription will detail all of your
prescribed medicines. The prescription can be collected from the Practice or
we can arrange for it to go to either Ardersier Pharmacy, Boots, Nairn or
Lloyds Pharmacy (Nairn). It will be ready for collection at the surgery within
48 hours. Please note it may take longer if collecting from a pharmacy.
Occasionally you will be asked to see the GP or Practice Nurse in order to
review your treatment. This is to ensure that it is helping your medical condition and to see that you are well. Please make a routine appointment with
your GP or Practice Nurse at the requested time.
All repeat prescriptions are recorded on and issued from our practice computer system. The counterfoil attached to your prescription will detail all of your
prescribed medicines. The prescription can be collected from the Practice or
we can arrange for it to go to either Ardersier Pharmacy, Boots, Nairn or
Lloyds Pharmacy (Nairn). It will be ready for collection at the surgery within
48 hours. Please note it may take longer if collecting from a pharmacy.
Occasionally you will be asked to see the GP or Practice Nurse in order to
review your treatment. This is to ensure that it is helping your medical condition and to see that you are well. Please make a routine appointment with
your GP or Practice Nurse at the requested time.
Repeat prescriptions can also be submitted online, our website address is:
www.nairnhealthcaregroup.co.uk
Repeat prescriptions can also be submitted online, our website address is:
www.nairnhealthcaregroup.co.uk
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FAQ (Frequently asked questions continued)
FAQ (Frequently asked questions continued)
I have a suggestion or complaint, who do I speak to?
If you have a suggestion or complaint about the care or service you have received please do not hesitate to contact a member of the reception team.
Contact details for our surgeries and staff are on pages 2-4 of this booklet.
I have a suggestion or complaint, who do I speak to?
If you have a suggestion or complaint about the care or service you have received please do not hesitate to contact a member of the reception team.
Contact details for our surgeries and staff are on pages 2-4 of this booklet.
It is always best to speak to someone there and then. Whenever possible
you should tell someone close to the cause of your complaint. Very often
they will be able to sort things out straight away.
It is always best to speak to someone there and then. Whenever possible
you should tell someone close to the cause of your complaint. Very often
they will be able to sort things out straight away.
If you wish to speak with someone out with the medical practice, or for more
information about making a complaint, then please contact:
If you wish to speak with someone out with the medical practice, or for more
information about making a complaint, then please contact:
The Complaints Team
NHS Highland
PO BOX 5713
Inverness
IV1 9AQ
Phone: 01463 705997
Fax: 01463 711322
Email: [email protected]
The Complaints Team
NHS Highland
PO BOX 5713
Inverness
IV1 9AQ
Phone: 01463 705997
Fax: 01463 711322
Email: [email protected]
NHS Highland is committed to delivering high quality care for all patients.
This includes making sure people are treated properly and promptly. However, sometimes people are dissatisfied with the service they have received and
wish to make a complaint. When the Complaints Team receive a complaint,
they aim to provide a thorough response as quickly as possible.
NHS Highland is committed to delivering high quality care for all patients.
This includes making sure people are treated properly and promptly. However, sometimes people are dissatisfied with the service they have received and
wish to make a complaint. When the Complaints Team receive a complaint,
they aim to provide a thorough response as quickly as possible.
How do I access the NHS24 service?
The NHS24 service is a 24 hour help line which is confidential and offers
health advice and information. Nairn Healthcare staff cover our Out of Hours
(OOH) care with our own Doctors. We believe that this offers the best 24
hours a day, 7 days a week care for our patients.
How do I access the NHS24 service?
The NHS24 service is a 24 hour help line which is confidential and offers
health advice and information. Nairn Healthcare staff cover our Out of Hours
(OOH) care with our own Doctors. We believe that this offers the best 24
hours a day, 7 days a week care for our patients.
However, while we do not use NHS24 for Out of Hours support, our patients
can still contact NHS24 for advice and information.
However, while we do not use NHS24 for Out of Hours support, our patients
can still contact NHS24 for advice and information.
Phone : 08454 242424 and Web site : www.nhs24.com
Phone : 08454 242424 and Web site : www.nhs24.com
Page 12
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Freedom of information act
Freedom of information act
Freedom of Information – The Act
The Freedom of Information (FOI) Act was passed on 30 November 2000. It
gives a general right of access to all types of recorded information held by
public authorities, with full access granted in January 2005. The Act sets out
exemptions to that right and places certain obligations on public authorities.
Freedom of Information – The Act
The Freedom of Information (FOI) Act was passed on 30 November 2000. It
gives a general right of access to all types of recorded information held by
public authorities, with full access granted in January 2005. The Act sets out
exemptions to that right and places certain obligations on public authorities.
FOI will replace the Open Government Code of Practice, which has been in
operation since 1994. To read the full act please visit:
FOI will replace the Open Government Code of Practice, which has been in
operation since 1994. To read the full act please visit:


http://www.lcd.gov.uk/foi/foiact2000.htm
http://www.lcd.gov.uk/foi/foiact2000.htm
The Freedom of Information Act will be enforced by the Information Commissioner, formerly, the Data Protection Registrar. The Commissioner is responsible for the enforcement of:
The Freedom of Information Act will be enforced by the Information Commissioner, formerly, the Data Protection Registrar. The Commissioner is responsible for the enforcement of:

Data Protection Act 1998

Data Protection Act 1998

The Freedom of Information Act 2000 and;

The Freedom of Information Act 2000 and;

The forthcoming Environmental Information Regulations

The forthcoming Environmental Information Regulations
Name, address and telephone number of the Health Board where
details of Primary Medical Services may be obtained.
Name, address and telephone number of the Health Board where
details of Primary Medical Services may be obtained.
Elaine Mead.
Chief Executive.
Assynt House,
Beechwood Park,
Inverness.
Tel: 01463 717123
Elaine Mead.
Chief Executive.
Assynt House,
Beechwood Park,
Inverness.
Tel: 01463 717123
Nairn Healthcare Group is part of the South East Highland ‘Community Health
Partnership’ (CHP).
Nairn Healthcare Group is part of the South East Highland ‘Community Health
Partnership’ (CHP).
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Legal matters
Legal matters
Freedom of information (Scotland) act, 2002.
This act came into force on the 1st of January 2005 and enables any person
requesting information from a public body to receive that information, subject
to certain exemptions. This is to encourage public authorities (GP Practices) to
be more open and accountable and to organise their information in an efficient
and accessible way. Please note that this excludes personal data.
Freedom of information (Scotland) act, 2002.
This act came into force on the 1st of January 2005 and enables any person
requesting information from a public body to receive that information, subject
to certain exemptions. This is to encourage public authorities (GP Practices) to
be more open and accountable and to organise their information in an efficient
and accessible way. Please note that this excludes personal data.
Data protection act, 1998.
You are entitled to access your clinical records held by the practice. This
should be done in writing stating exactly what information you may require. A
charge may apply for this request of £10 to £50 maximum.
Data protection act, 1998.
You are entitled to access your clinical records held by the practice. This
should be done in writing stating exactly what information you may require. A
charge may apply for this request of £10 to £50 maximum.
Confidentiality of records.
Practices undergo regular visits by external assessors, whose purpose is to
verify the process of the practices quality of care to the patient. Therefore they
may need to view records of a random number of individual patients. The visiting team adheres to a strict code of confidentiality. If you do not wish your records to be inspected then please inform the Practice manager.
Confidentiality of records.
Practices undergo regular visits by external assessors, whose purpose is to
verify the process of the practices quality of care to the patient. Therefore they
may need to view records of a random number of individual patients. The visiting team adheres to a strict code of confidentiality. If you do not wish your records to be inspected then please inform the Practice manager.
Expected behaviour policy.
The practice is committed to delivering the highest standard of care. This necessitates understanding and co-operation from all of our patients. The partners are responsible for the welfare of all members of staff and for ensuring
that they are working in a safe environment.
In order to protect our staff and our patients the following behaviour is viewed
as unacceptable and will not be tolerated:
Expected behaviour policy.
The practice is committed to delivering the highest standard of care. This necessitates understanding and co-operation from all of our patients. The partners are responsible for the welfare of all members of staff and for ensuring
that they are working in a safe environment.
In order to protect our staff and our patients the following behaviour is viewed
as unacceptable and will not be tolerated:



Verbal abuse of a member of the practice staff, either on the
surgery premises or on the telephone.
Threatening behaviour of any sort.
Physical violence or aggression.
In this regard we have a zero tolerance policy and instances of such behaviour
will result in individuals losing any entitlement to treatment and being asked to
leave the premises. Removal from the practice list will also be considered.
Page 14



Verbal abuse of a member of the practice staff, either on the
surgery premises or on the telephone.
Threatening behaviour of any sort.
Physical violence or aggression.
In this regard we have a zero tolerance policy and instances of such behaviour
will result in individuals losing any entitlement to treatment and being asked to
leave the premises. Removal from the practice list will also be considered.
Page 14
The use and protection of patient information.
Information on our patients is collected in a variety of ways. Hand-written or
electronic data is recorded from GP and nurse consultations, by letters from
the hospital and from other sources such as social services and so on.
The use and protection of patient information.
Information on our patients is collected in a variety of ways. Hand-written or
electronic data is recorded from GP and nurse consultations, by letters from
the hospital and from other sources such as social services and so on.
We ask you for information so that you can receive proper care and treatment.
We keep this information, together with details of your care, because it may
be needed when we see you again. We may use some of this information for
other reasons, for example:

To help us protect the health of the public generally.

To see that the practice runs efficiently.

To plan effectively for the future.

To train our staff.

To help educate tomorrow’s clinical staff.

To carry out medical and other health research for the benefit
of everyone.
We ask you for information so that you can receive proper care and treatment.
We keep this information, together with details of your care, because it may
be needed when we see you again. We may use some of this information for
other reasons, for example:

To help us protect the health of the public generally.

To see that the practice runs efficiently.

To plan effectively for the future.

To train our staff.

To help educate tomorrow’s clinical staff.

To carry out medical and other health research for the benefit
of everyone.
You have a right of access to your paper and computerised health records. To
do so, please contact the Practice manager who will inform you of the procedure. Please note that there may be a charge for accessing your records.
You may be receiving care from other people as well as from the
practice. So that we can all work together for our benefit, we may need to
share some information about you. We only ever use or pass on information
about you if people have a genuine need for it in your and everyone’s interest. Whenever we can, we shall remove details which identify you.
Anyone who receives information from us is also under a legal duty to
keep it confidential. The main reasons for which your information may be
needed are:

Giving you health care and treatment.

Looking after the health of the general public.

Managing and planning the practice services.
You have a right of access to your paper and computerised health records. To
do so, please contact the Practice manager who will inform you of the procedure. Please note that there may be a charge for accessing your records.
You may be receiving care from other people as well as from the
practice. So that we can all work together for our benefit, we may need to
share some information about you. We only ever use or pass on information
about you if people have a genuine need for it in your and everyone’s interest. Whenever we can, we shall remove details which identify you.
Anyone who receives information from us is also under a legal duty to
keep it confidential. The main reasons for which your information may be
needed are:

Giving you health care and treatment.

Looking after the health of the general public.

Managing and planning the practice services.
For example:




For example:





Making sure our services can meet patients needs in the future.
Preparing statistics on performance and activity.
Investigating complaints or legal claims.
Helping staff to review the care they provide to make sure it is
of the highest standard.
Training and educating staff.
Page 15

Making sure our services can meet patients needs in the future.
Preparing statistics on performance and activity.
Investigating complaints or legal claims.
Helping staff to review the care they provide to make sure it is
of the highest standard.
Training and educating staff.
Page 15
OCCUPATIONAL MEDICINE
OCCUPATIONAL MEDICINE
Did you know?
That….we can provide a number of occupational health services. These include aviation medicals, ionising radiation, asbestos, UKOOA offshore medicals, HGV/LDV/PGV driving medicals and more.
Contact reception for further details.
Did you know?
That….we can provide a number of occupational health services. These include aviation medicals, ionising radiation, asbestos, UKOOA offshore medicals, HGV/LDV/PGV driving medicals and more.
Contact reception for further details.
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