COMMENTS AND COMPLAINTS
We operate a practice complaints procedure which follows the NHS Highland
guidelines. If you wish to make a complaint, you can approach any member of
the practice team, who will help you to do this. You may wish to make an
informal or verbal complaint, or a formal written complaint which is generally
best addressed to the Practice Manager. We aim to deal with any problems
both quickly and effectively.
If you are complaining on behalf of someone else, we will require to know that
you have their permission to do so, in order to maintain patient confidentiality.
If you would prefer to talk to someone outside the practice, you can call or
write to: Complaints Team, PO Box 5713, Inverness IV1 9AQ
Tel: 01463 705 997
Fax: 01463 711 322
or email at nhshighland.complaints@nhs.net
A useful booklet called “Making a complaint” can be found in the corridor.
If you would like to make a suggestion that you feel would improve the service
offered, please use the suggestion box or discuss with a member of staff.
HEALTH BOARD ADDRESS
Elaine Mead
Chief Executive
NHS Highland
Assynt House
Beechwood Park
Inverness
IV2 3HG
Telephone – 01463 717 123
This practice is part of Mid Highland Community Health Partnership and
is a 2c direct provider. All staff, including GPs are employed by NHS
Highland
SLEAT MEDICAL CENTRE
KILMORE
ISLE OF SKYE
IV44 8RQ
Telephone:
01471 844283
Fax:
01471 844234
LOCATION
Sleat Medical Centre covers the Sleat peninsula from Drumfearn down to the
tip of the point of Sleat. The practice is located in Kilmore between the Primary
school and the Gaelic College, in a beautiful setting overlooking the Sound of
Sleat. It was purpose built in 2005 and incorporates a small dispensary,
treatment room and the community nurse base for Sleat. There is ample car
parking off the main road and access facilities for disabled patients, including
disabled toilet.
THE TEAM
Dr Angus Venters M.B., Ch.B. (Glasgow 1983) MRCGP
Dr Patricia Gasson M.B., Ch.B. (Glasgow 1983) BSc. (Hons) MRCGP
Reception/Dispensing staff
Community Nurse
Health Visitor
Practice Nurse
Secretary
Practice Manager
Carol Lawson
Eileen Armstrong
Jacquie Cartwright
Anne MacKenzie BN(Hons) DN , RGN, RM
Mary Hyslop BA Public Health Nursing- Health Visiting
Mags Robertson RGN
Julie Stoddart
Liz Dobson (m 07795 963523)
OPENING TIMES
Monday, Tuesday, Thursday & Friday
9.00am to 6.00pm
Wednesday
9.00am to 1.00pm
(closed for lunch between 1pm-2pm)
HOW TO REGISTER WITH THE PRACTICE
You will be asked to fill in a registration form and will be given a new patient
appointment with the Doctor who will take a brief history of any present and
past medical problems and do some routine tests eg. your blood pressure etc.
You will not be registered with a particular Doctor, however you may request
an appointment with a particular Doctor if you so wish. In an emergency, you
will be seen by the Doctor available at that time.
APPOINTMENTS
Surgeries are by appointment only, which may be made by calling at, or
phoning the surgery during opening hours. Telephone – 01471 844283. If
you wish to see a specific Doctor, you may have to book your appointment
RECIPROCAL RIGHTS & RESPONSIBILITIES
Your rights as a user of NHS services:
 If you wish a friend or relative may be present during any consultation
 To be involved in discussions and decisions about your condition,
treatment and care; and for your carer or family to also be informed
 To access independent advocacy services
 To permit or refuse students/trainees to be present during a
consultation or visit
 To participate or refuse to be involved in any research
 To see your health records
 To have your personal health information handled in confidence by any
team member
 To expect that your religious beliefs and ethnic values will be respected
 To have access to information about the services provided by NHSH
Practice Policy
It is our practice to treat all patients with courtesy and in a respectful manner
and to honour their rights.
We will work in partnership with you to achieve the best medical care possible,
and involve you and listen to your opinions and views in all aspects of your
health care.
We would respectfully ask that you treat staff with courtesy and respect.
Reception staff may have to ask some personal questions to assist in
providing you with the best service.
Please inform us of any alterations in your circumstances such as change of
name, address or phone number.
Please let us know if you intend to cancel an appointment or are running late.
In the rare event of a patient being violent or threateningly abusive to staff or
other people in the surgery, we may call the police, and we may ask the
Health Board to remove you from our practice list.
USEFUL HEALTH INFORMATION
Guidance and information leaflets are available on a wide range of topics in
the waiting room and along the corridor.
NHS helpline 0800 224488 is an information and free & confidential advice
line.
Highland health information & resources service. Lo-call 0845 7573077
NHS24 08454 242424 provides health information & advice for access to
services out of hours. Visit their web site www.nhs24.com
CONFIDENTIALITY
It is a requirement of the Data Protection Act, that all patient information is
kept confidential and only shared with those who are involved in your care.
Medical practices undergo regular visits by external assessors whose purpose
is to verify the process of the practice’s quality of care to patients; therefore
they may need to view records of a random number of individual patients. The
visiting team adheres to a strict code of confidentiality, however, if you do not
wish your records to be inspected, then please inform the Practice Manager.
seven working days in advance. It is recommended you attend the same
Doctor for any ongoing problems. If you have several problems to discuss you
are advised to book a double appointment. If you cannot attend, or feel you no
longer need to see a Doctor, please cancel your appointment so that the time
can be allocated to another patient.
Urgent problems/emergencies will always be seen on that day. If you require
an on the day appointment, please phone as early as possible to book.
Appointment Times
DATA PROTECTION ACT 1998
Dr Gasson
You are entitled to access your clinical records held by the practice. This
should be requested in writing stating exactly which information you require. A
charge may apply for this request, please ask reception for a form.
Dr Venters
FREEDOM OF INFORMATION (SCOTLAND) ACT 2002
Came into force on 1st 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 bodies eg. GP practices, to be more
open, accountable and to organise their information in an efficient and
accessible way. This excludes personal data.
Mon
Tues
Wed
9.15- 11.30am
3.15-5.30pm
9.15- 11.30am
3.15-5.30pm
9.15-11.30am
Thurs
Fri
9.15- 11.30am
3.15-5.30pm
9.15- 11.30am
3.15-5.30pm
TELEPHONE ADVICE
You may feel you do not require an appointment to see a Doctor but would like
some advice. Should you wish to speak to a Doctor, please telephone and
book a telephone consultation. A Doctor is available for any urgent medical
advice.
HOME VISITS
A Doctor will see patients at home when necessary. However your doctor may
wish to discuss the possibility of you coming to the surgery if at all possible, in
surroundings where the necessary equipment is more accessible. It would be
helpful to give the Receptionist some indication of why the visit is required, so
that the Doctor can assess priority. Please also tell the Receptionist if it is an
emergency.
OUT OF HOURS EMERGENCIES
If you need to see a doctor urgently when the surgery is closed (6pm-8am
Monday to Friday or at any time during weekends or statutory holidays)
You can call the practice number where an ansaphone message will give you
the number for NHS24. This is a 24-hour health service with highly trained
nurse practitioners who will help with advice over the phone or if required
arrange for you to be seen by a local on-call doctor. In our case these doctors
are based at Dr MacKinnon Memorial Hospital in Broadford.
You can also contact NHS24 directly on 08454 242424 or visit the website
www.nhs24.com
You can always dial 999 in a life threatening situation.
NURSE CLINICS
There are morning clinics for routine blood tests.
Various clinics are provided by your Practice Nurse. These include – well
person, cervical smears, healthy lifestyle, weight loss, travel advice,
vaccinations. We also provide chronic disease check up clinics which include
– diabetes, blood pressure, asthma and heart disease.
COUNSELLING SERVICE
The counselling sessions are held on Monday afternoon and Friday mornings
in the surgery. Please make an appointment with your GP to discuss referral.
MEDICAL EXAMINATIONS/PRIVATE GP LETTERS
TRAVEL VACCINATIONS & ADVICE
Our Practice Nurse is happy to advise on and provide you with immunisations
for safe travel. Please allow at least 6-8 weeks before travel to ensure full
protection. Some vaccines and anti-malarials are private prescriptions only.
Useful website for travel information and advice:
www.fitfortravel.nhs.uk
www.8weekstogo.co.uk
CHILD IMMUNISATIONS
Our child immunisation clinic is held on Thursday afternoon. Please bring the
immunisation notification slip and your child’s ‘red book’ with you to your
appointment.
Should you require a medical for employment or insurance purposes, please
ask for a double appointment when booking. There is a fee for this service,
please enquire when booking your appointment.
PATIENT TRANSPORT
If you have to attend a hospital appointment either as a day patient or
admission, you may qualify for hospital transport. The transport has to be
booked by the patient and should be booked well in advance of your
appointment. Telephone patient transport – 01463 667566.
DISPENSING
CARE FROM OTHER PROFESSIONALS
There is a team of Community Nurses attached to the practice, who provide
nursing care for patients in the community, especially the house bound and
those newly discharged from hospital. Telephone – 01471 844 221.
The Health Visitor provides services to children under 5 years of age and new
mums, as well as providing health information, including weight management
clinics to anyone needing advice. Telephone – 01471 844 724.
Prescriptions for acute medical problems will be dispensed immediately
following your consultation. Some medicines are not available as stock items
so you may be asked to obtain these from a bigger chemist at Broadford or
Kyle.
For regular use of non-stock medicines we will endeavour to get special orders
in, please give us at least 3 days notice.
REPEAT PRESCRIPTIONS
The Midwives are based in Lochalsh Healthcare Centre, Kyle and provide all
maternity care. Telephone – 01599 530 938.
CONTRACEPTIVE SERVICES
This service is provided by the Doctors and condoms are available free of
charge. For emergency contraception please arrange an urgent same day
appointment.
Fiona MacKinnon, Sexual Health Advisor is based locally for free, confidential
sexual health advice. Telephone – 01471 820 340. Mobile – 07776 160 480.
Should you require a repeat medication, please call the 24 hour answering
machine on 01471 844482. If you have problems with pronunciation of any
drug names, please spell it out. If you prefer, you can hand in or send a
written request. Please allow a minimum of 3 working days to process your
requests. The practice is not responsible for the delivery or collection of
prescriptions.