As you may already be aware, the practice now operates on a system of telephone consultations in the first instance for all GP appointments. This system means that our GPs will always discuss your symptoms/concerns with you over the phone in the first instance. If the GP then feels that you would benefit from a face to face consultation to discuss your symptoms further, they will advise of a time in their surgery when they would like you to attend the practice in person to be seen face to face.
The telephone consultation system has been used successfully by Ladywell East for almost 2 years now and still enables the GPs to assess concerns, prescribe, refer patients onward to hospital specialties, organise further diagnostic testing (e.g. bloods, X-rays and ECGs) as well as providing ongoing advice and reassurance without the need for you to physically visit the practice.
The practice also operates a system of Patient Care Navigation. This helps to reduce inappropriate and empowers patients to ensure they receive the right help from the most appropriate source as efficiently as possible. As a result of this system, our Receptionists have been instructed by our clinicians to always ask you for a brief description of your symptoms when you call for an appointment. Please assist our Reception team by describing your symptoms as best you can, particularly when they started, if they are worsening or if you have any new, concerning symptoms which started suddenly.
- Phone the practice on 0131 334 5000 between 8.00am - 6.00pm, Monday to Friday
- Reception staff will take brief details of your problem to allow the clinician to prioritise their workload and you will be fitted into a telephone consultation
- Booking for routine matters will be dealt with up to 4.00pm each day unless capacity for safe working is reached before this time
- If capacity for safe working is reached before 4.00pm you will be advised by reception and an alternative method of help offered. This allows us to ensure we are providing as safe a service as possible for the patients who urgently require our attention
- Telephone consultations can be pre-booked up to 2 weeks in advance for non-urgent matters or specific clinicians
- Telephone consultations are either morning or afternoon but you will not be given an exact time
- The clinician will try to contact you twice and we would ask that you keep your phone switched on. Please be aware the practice number will be withheld or private. If you miss your call it is your responsibility to call back
- During your telephone consultation with the clinician the most appropriate method of care for your problem will be determined - this may be on the telephone during the call, via a face to face appointment, by another service or via video consultation
- Most matters can wait for the next available routine session, however, if you have an emergency or very urgent matter please advise reception
- Please ensure if you no longer require your callback or cannot attend your appointment for any reason that you let us know so that we can then offer this to another patient. You can do this by using the cancel appointment option at the bottom of the home page or by calling in person
- Results are available after 10.30am
- For a home visit please call before 11.00am if possible
Following your initial telephone call, your clinician may decide that you should have an appointment and will explain the process of attendance to you. If you are invited into the practice for an appointment:
- Please do not attend early for your appointment - you may be asked to wait outside as we are reducing the number of patients in the waiting room at any one time to adhere to government social distancing guidelines
- Please wear a face mask or some sort of face covering, unless exempt from doing so
- Please come alone unless you require assistance
The practice offers a range of GP appointments to suit all requirements:
- Appointment Length - Remember that most of our appointment times are 10 minutes long. If you have a list of problems it may not be possible to deal with all of them at one appointment and the GP may ask you to make a further appointment. Please ensure you raise the most important issue first.
- Routine Appointments - Can be booked up to 4 weeks ahead.
- Same Day Appointments - Released at 8:00am every day on a 1st come 1st served basis. There are a limited number of appointments so unfortunately we cannot guarantee that every patient who calls will get an appointment. These are not emergency appointments but just extra appointments released each day. For urgent matters please see "urgent appointments" and "triage consultations" below.
- Urgent Appointments - If you have an urgent problem that you feel needs medical attention the same day Reception staff will take your details and you will be phoned by the duty doctor ( see below). The duty doctor determines whether your problem can be dealt with over the phone or whether you require an appointment. The duty doctor will arrange the appointment for you. Urgent appointments should only be used to discuss the relevant urgent problem.
- Early Morning Appointments - We offer some early morning appointments between 7.30am - 8.00am. These are released the week before and may be on any day depending on doctor availability. These appointments are aimed at those who have difficulty attending the surgery during working hours. There are no nursing or walk-in services at this time.
- Evening Appointments - We offer some later appointments on occasion. These are released the week before and may be on Monday, Tuesday, Wednesday or Thursday evening depending on doctor availability. These appointments are aimed at those who have difficulty attending the surgery during working hours. There are no nursing or walk-in services at this time.
If you telephone and all the same day appointments have been allocated and you have an urgent problem, reception staff will take contact details to enable the duty doctor to return your call as soon as they can. The telephone consultation will enable the doctor to assess if an urgent appointment for that day is required, or if your problem could be effectively and safely treated without the need for you to come to the surgery.
It may be possible, for example, for you to treat the symptoms at home with guidance from the doctor, to be put in touch with one of our nurses, to go to a pharmacy for prescription medication, or be referred directly to a hospital department for tests.
TELEPHONE MESSAGES FOR SPECIFIC GPS
Should you wish to speak to a particular GP about a non-urgent matter, reception staff can leave a message for them. Your chosen GP will call you back within one week.
If you feel your problem becomes more urgent whilst you wait for the GP to call you back please contact us. The Duty Doctor deals with urgent matters on a day to day basis.
A chaperone may be requested by any patient if they would prefer to have one. There are no chaperones available in the early morning or evening surgeries.
If you cannot attend an appointment for any reason please inform us as soon as possible in order for us to give the slot to someone else. You can cancel appointments via telephone call, using the contact button on the home page of this website or by being registered for Patient Online Services (please see Clinics and Services section).