Can another health professional help?
Sometimes a GP may not be the most appropriate healthcare professional to deal with your ailment. Other professionals such as pharmacists, physiotherapists, opticians and dentists may be better placed to help.
Why we ask what we ask
Some patients find questions that receptionists ask too personal or inquisitive. However in order to be able to deal with your request as efficiently as possible, receptionists need to know the following:
What is your name?
With over 25,500 patients on the Practice list, receptionists may recognise you but not necessarily know (or remember) your name.
What is your date of birth?
The Practice has many patients with the same name. Checking date of birth is the quickest way to make sure we have the correct patient.
Can I have a brief description of your problem?
This helps us book you in with the most appropriate healthcare professional.
Which Doctor or Nurse are you seeing?
There are a huge number of different clinics a the Health Centre. It helps the receptionist deal with you more efficiently if you know which doctor or nurse you are seeing, or which clinic you are attending.
What kind of test did you have done?
There are regularly 50 different types of tests results which come back to the Health Centre therefore knowing which type of test to look for is extremely helpful. What date was your last appointment/test done? – this helps us to gauge whether the letter or test result is likely to be back to the doctor or not.
Routine appointments
Phone your surgery to request a routine appointment:
- Inverurie Health and Care Hub:
0345 337 9911 - Rhynie Surgery:
01464 861 271 - Kintore Surgery:
01467 633 000
When you get in touch, we’ll ask what you need help with.
We will use the information you give us to choose the most suitable doctor, nurse or health professional to help you.
Patients should be aware that we do not operate a “walk-in” service – if you require an appointment on the day please contact the Health Centre by telephone.
Please note: there is no casualty service at Kintore or Rhynie surgeries.
Urgent problems during surgery hours
If you have an urgent medical problem and you do not have a booked appointment, arrangements will be made for you to be seen by a clinican as soon as possible.
Alternatively the doctor may telephone you to discuss your situation.
Telephone consultations
At the time of booking a phone appointment, you will be asked to give the telephone number you wish to be contacted on. The GP will call you as near as possible to the allocated time. Please be aware that the call will be from an 0300 number. These are phone appointments only. The GP will not see you face to face at this appointment.
Emergencies
In an emergency, Inverurie and Kintore patients should phone 0345 337 9911 and press 1. Rhynie patients should phone 01464 861271. Explain the urgency of the call to the receptionist. If you feel you have a medical emergency that cannot wait, or it is life threatening, contact the emergency services by dialling 999.
Extended Hours
The surgery operates an extended hours appointments. These appointments are with a GP and may be suitable to those with non urgent issues who cannot attend during normal opening hours.
Please be aware that there is limited availability of these appointments therefore we kindly ask that those who are able to attend during normal surgery hours do not request these appointments.
Appointments for the extended access service are booked by calling the surgery reception.
Cancelling or changing an appointment
Cancel your appointment:
- using our online cancel an appointment form
- phone us on during opening hours
- If you are late for an appointment you may be asked to re-book
Cancelled appointments can be offered to other patients, even at short notice.
Your appointment
However you choose to contact us, we may offer you a consultation:
- by phone
- face to face at the surgery
- on a video call
Appointments by phone, or video call can be more flexible and often means you get help sooner.
If you need help with your appointment
Please tell us:
- if there’s a specific doctor, nurse or other health professional you would prefer to respond
- if you would prefer to consult with the doctor or nurse by phone, or by face-to-face
- if you need an interpreter
- if you have any other access or communication needs
If you need help when we are closed
The 111 service provides urgent care information and support if you think you need A&E but its not life-threatening, and advice when your GP, pharmacy or dental practice is closed.
Call 999 in a medical or mental health emergency. This is when someone is seriously ill or injured and their life is at risk.
When to call 999
You should only call 999 in a medical emergency, when someone is seriously ill or injured and their life is at risk.
- Emergencies can include:
- Loss of consciousness
- Cardiac arrest
- Heart attack
- Stroke
- An acute confused state
- Chest pains
- Breathing difficulties
- Severe bleeding that cannot be stopped
- Severe allergic reactions
- Severe burns or scalds
- Major trauma, such as a road traffic accident or fall from a height.
If you are unsure if it is an emergency, call NHS 24 on 111.
What happens when you call 999
An operator will ask which emergency service you need. If it’s a medical emergency, ask for the ambulance service. The ambulance service will ask some questions to find out what has happened and arrange the most appropriate help.
Further information is available on the Scottish Ambulance Service website.
By only calling 999 for serious illnesses or injuries, it means that people who need essential treatment can get it as soon as possible.
Home visits
If you are housebound and need a home visit. Please phone the practice as early as you can before 10 am. Inverurie or Kintore patients should phone 0345 337 9911. Rhynie patients should phone 01464 821271.
A clinican will phone you back to assess your condition.
Additional information about your appointment with us
Can I bring someone to accompany me to the Appointment?
We are generally very happy for patients to bring with them a carer, relative or even a friend. This often helps, particularly when they know you well and it allows them to tell us any observations they would make about you, which can help us in undertaking our assessment. Ultimately this will lead us more quickly to make an accurate diagnosis and therefore help you more.
Also, having someone with you means they can prompt you to ask questions that you may have forgotten, and after the appointment they can help in reminding you what was discussed.
Occasionally we might ask for them to leave but this would be unusual.
If you require interpretation services please contact us in advance of you appointment and we will arrange this.
Chaperone Policy
We will always respect your privacy, dignity and your religious and cultural beliefs particularly when intimate examinations are advisable – these will only be carried out with your express agreement and you will be offered a chaperone to attend the examination if you so wish.
You may also request a chaperone when making the appointment or on arrival at the surgery (please let the receptionist know) or at any time during the consultation.
Giving Consent for Treatment
You have the right to accept or refuse treatment that is offered to you, and not to be given any physical examination or treatment unless you have given valid consent. If you do not have the capacity to do so, consent must be obtained from a person legally able to act on your behalf, or the treatment must be in your best interests.
Your valid consent (agreement to the course of action) is needed for the treatment that’s offered to you before any physical examinations or treatment can be given. If you haven’t given your consent, you can accept or refuse treatment that’s offered to you.
It’s important to be involved in decisions about your treatment and to be given information to help you choose the right treatment. When making treatment choices, you’ll often discuss the options with your doctor or another healthcare professional.
If you have a suspected infectious disease
Please inform reception by telephone if you suspect an infectious disease, as this will enable us to deal with it appropriately during your visit to protect you, other patients and staff.
Interpreter
If you require an interpreter please notify the receptionist as this will require a longer appointment time .
Intimate Examinations
During your care, a doctor may need to examine you in order to provide you with the best care. Occasionally this may involve an examination of intimate areas. We understand that this can be stressful and embarrassing. If this sort of examination is necessary:
- We will explain to you why the examination is necessary and give you the opportunity to ask questions.
- We will explain what the examination will involve, including whether you can expect it to be painful or uncomfortable.
- We will obtain your permission before carrying out this examination You will be offered a chaperone.
- At all times we will respect your privacy during the examination and while dressing and undressing.
Your doctor and the nursing staff will be happy to discuss any concerns you have about this.
Private Medical Examinations
Medical examinations for special purposes such as pre-employment, fitness to travel, elderly drivers, fitness to undertake sports etc, will require longer than a routine appointment.
These examinations do not form part of NHS Services, you will be charged for any such examination. Please check the fee chargeable when you require to arrange any such examination.