How Do I?

HOW DO I...
MAKE AN APPOINTMENT?

Appointments can be made by telephoning 01382 644466 or by calling in person at the reception desk. The phone lines tend to be busy between 8.30 and 11.00am. If you just wish a routine appointment, we would advise you to telephone after this time.

We have three different types of appointment available. Patients have the right to see the doctor of their choice but this is not always possible.

Routine (or pre-bookable) - these appointments are for non urgent and regular reviews, eg contraception advice. We limit these to 3/52 in advance to avoid patients failing to attend.

Same day - these appointments are only bookable on that day. Each partner has between four and seven of these available every day. Please note that these appointments are very popular and taken very quickly, so do telephone at 8.00am or as soon as possible after. Even then it's possible that the maximum 21 appointments may go in only 10 minutes.

Emergency - these appointments are for very urgent and emergency situations that require to be seen quickly. Please note: abuse of these appointments can have serious implications for those who really need them.

Emergencies will always be fitted in as required, though you may be asked to see a nurse in the first instance.

The nurses also run an appointment system; unless you have an emergency you will need to make an appointment to see them.

Please try to attend your appointments. About 5% of appointments are lost due to patients failing to attend. While anyone can forget, if you are unable to attend, please try to telephone and let us know so that we can use the appointment for someone else if possible.

If you attend more than a few minutes late for your appointment then you may be asked to wait until the next available slot. This is not intended as a punishment as we will try to see you at your appointment time and if you have missed your slot then the next patient will be due their appointment. If you do attend more than 15 minutes late you may be asked to make a new appointment. It is essential that you attend any emergency appointment at the correct time. The doctors will have house calls or other commitments to attend to and will not be able to wait.

We will always try to provide an appointment with your doctor of choice, but this may not always be possible due to illness, holidays and other commitments.

HOW DO I...
OBTAIN A TELEPHONE CONSULTATION?

We offer a telephone consultation service. When you telephone the surgery, it does not make sense to interrupt the doctor or nurse. Neither does it make sense for you to be kept waiting. The receptionist will take your details, contact number and if possible some brief details about your query. The doctors or nurse will telephone you back within two hours or leave instruction for someone to contact with an answer. Please do not misuse this service. If the number of telephone calls becomes too great we will have to curtail the service so other important work can be done (house calls/surgeries and important multidisciplinary meetings).

We also have an email service that you can utilise for less urgent requests. These should normally be answered within a 24 hour period.

HOW DO I...
OBTAIN A HOME VISIT?

Home visits are restricted to those who are too ill or frail to come to the surgery. Over the past 10 years there has been a marked decrease in the amount of home visiting done by general practitioners. This is because home visits are very time consuming for doctors and examinations are always better carried out in the surgery's modern and well-equipped surroundings. However difficult, where at all possible, we will try to persuade people to come to the surgery.

If a home visit is essential, please telephone between 8.00 and 10.00am. Any requests for house calls after 10.30am will be triaged by the practice nurse who will determine the urgency of the call.

HOW DO I...
OBTAIN TEST RESULTS?

We have a strict policy on confidentiality and data protection. Accordingly we will only give out test results to the person the test relates to or to a person who has been given permission for the results to be released or if the patient is not capable of understanding the result. Please telephone after 1.30pm.

HOW DO I...
OBTAIN A REPEAT PRESCRIPTION?

Repeat prescriptions can be ordered by using the tear-off slip attached to your prescription. These can be posted in to the surgery and, if a stamped, addressed envelope is enclosed, we will post it back to you. Alternatively, requests for repeat medication can be handed in to the surgery. Following a directive by Tayside Health Board we cannot accept telephone requests for repeat prescriptions. If you order before 11.00am, your repeat prescription will be available after 4.00pm on that day. If you order after 11.00am, then your request will be available for collection at 4.00pm the next day. As far as we are aware, this is one of the quickest, if not the quickest, repeat prescription service available in Dundee.

It is also possible with some pharmacies for you to order your prescriptions from us and have it sent directly to the pharmacy. This usually takes slightly longer as we have to wait for the pharmacy to send a courier to pick up your prescription. Most pharmacies do this on a daily basis and ordering this way will save you having to come into Ryehill to pick up your prescription.

We also accept e-mail requests for your prescriptions(ryehillprescriptions.tayside@nhs.net). You MUST state the name, drug strength, dose (eg number of tabs), numbers of times a day and amount (number issued).

From time to time, you may be invited to attend the surgery for a review of your repeat medications. You will be in formed about this when you pick up your repeat prescription.

Please do not ask for repeat prescriptions during surgery consultations or during house calls.

HOW DO I...
MAKE A SUGGESTION OR COMPLAINT?

If you have any suggestions or complaints, please ask to see the practice manager.

Alternatively, please make an appointment or write to Dr MacCowan at the health centre.

We use an approved complaints package which will help both you and ourselves to manage any complaint in a more structured manner. Please ask the practice manager for further information.

Practice Area

Anyone wishing to see a map showing the area covered by the practice can either call in to Ryehill Health Centre or contact Tayside Health Board. Although we cover a large area, this is mainly for the benefit of our existing patients who move house but may wish to remain with the practice. We advise new patients to register with a doctor whose practice is near where they live. This is for the patient's benefit as it should cut down on any delays. The practice retains the right to refuse to accept a patient, unless directed to do so by the Health Board.

If you change your name or address, please inform the receptionist. Failure to do this may mean letters from the hospital or the practice may not reach you. This could lead to you missing appointments or even being removed from the doctor's list, by the Health Board, as they may have no knowledge of your new address and assume you have moved from the area.

This has happened on a number of occasions, leading to difficulties in obtaining practice records and other information.

HOW DO I...
REGISTER WITH THE HEALTH CENTRE?

All new patients have to complete two separate forms when they register with a GP. One of these forms is specifically designed by the practice and the patient is invited to complete personal details about themselves ie family history, previous medical history, medication, etc. This serves to familiarise the new GP with past medical history about the patient, until the previous notes arrive at the surgery. (This can sometimes take quite a few weeks.) The other form is the GPR that is the standard registration form from the Health Board. The necessity of completing the GPR form can be avoided if the patient has their previous medical card containing all the relevant details.

All new patients are also invited to attend the practice nurse for a health check, usually at the time of registration. This gives us an opportunity to do basic health checks and any other necessary checks and to give out practice booklets and other information that may be helpful.