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
www.psd.scot.nhs.uk/doctors/transfer-of-gp-health-recordsfaqs.html
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.
February 2015
72 Polwarth Gardens
Edinburgh
EH11 1LL
Tel : 0131 229 5914
Fax : 0131 221 9897
INFORMATION FOR PATIENTS
Welcome to the Practice
Doctors
General Practice Principal
Dr Alec Millar
MB ChB
Edinburgh
1975
Assistants
Dr Rosemary Dixon MB ChB
Edinburgh
1978
MRCP MRCGP DFFP
LMCC
Dr Kenneth Knox
MB ChB
Edinburgh
1989
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 to 6.30pm. 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.
February 2015
Patients’ Rights and Responsibilities
The Practice
The Patient
Patients will be treated with
courtesy, respect and
confidentiality at all times
Urgent problems will be seen the
same day by whichever doctor is
available
The practice will monitor the
waiting times for appointments
and inform you of any significant
delays
Wherever possible you will be
seen as near to your appointment
time as possible
Medical staff will visit you at
home if you are too ill to come to
the surgery
The practice will inform you of
the services it provides and how
you can access them
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
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
Patients have responsibility to
treat our staff with equal courtesy
and respect at all times
Only request an urgent
appointment when you feel it is
medically necessary and not safe
to wait
If you cannot keep your
appointment please let us know as
soon as possible so that we can
give that appointment to another
patient
Please try to be flexible when
making your appointment to allow
yourself to see the doctor of your
choice
Please do not ask for a home visit
unless it is absolutely necessary.
Home visits should ONLY BE for
the very ill/housebound
Please understand that each
appointment is for 10 minutes
only
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
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, Edinburgh EH1 3EG.
Telephone 0131 465 5708.
The Practice Team
Practice Nursing Staff
Three practice 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.
February 2015
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 0131 229
5914 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 8am if 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.
Additional Clinics
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 www.nhs24.com. 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 repeat.polwarth@lothian.scot.nhs.uk . 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.
February 2015
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
prior appointment.
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.