WWW.LADYWELLEAST.CO.UK
Issue 4 October 2016
This newsletter focuses on various Practice policies and procedures. The Practice tries to provide as much information as
we can to patients and we do this in various ways – Practice website, Practice newsletter, posters in the waiting room,
leaflets at the front desk, information on prescriptions and information on the telephone. We also have some information
in the Corstorphine Grapevine. We work in an ever-changing environment so please ensure you look out for any changes
as it is not possible for us to let patients know on an individual basis every change we make.
Should you wish further information on these or any other of our policies please ask at Reception.
Flu Clinics
Flu season is once again upon us and we have pre-bookable
flu vaccination appointments for eligible East Wing adults and
children throughout October and November. If you are
unsure if you are eligible please ask a member of Reception
for further information.
We also have 2 open clinics. You do not need to make a prior
appointment but you do still have to be a patient of the East
Wing and be eligible for the flu vaccination.
Unfortunately we will not be able to give the nasal vaccine to
children in the open flu clinics.
These clinics are on:
Tuesday 8 November, 9.00am – 11.00am
Saturday 19 November, 9.00am – 12 noon
For housebound patients - the Health Board are providing a
Community Vaccination Team who will visit patients at home
to give them their flu vaccination. We do not currently have a
timescale for this but it should be within the next few weeks.
Once we have further information we will contact you to
ensure that you will be available on the day in question. In
the meantime GPs are continuing to vaccinate housebound
patients opportunistically during visiting sessions.
GP Telephone Callbacks
From Monday 17 October, if you require a non-urgent call back
from a particular GP you will receive this within 72 hours. The
timescale was previously 48 hours but many of the GPs feel that
this is not realistic as they want to make sure they have enough
time to deal with your query fully and cannot always do this within
the previous timescale. Should your query be urgent or become
more urgent whilst you wait for your call back the Duty Doctor will
be able to deal with it on a day to day basis.
Practice self check-in machine
Many patients now use the automated check-in service at the
Reception desk. This not only means that you don’t have to
wait in a queue but it also means Reception staff have more
time to deal with complicated matters. There has been a slight
change to the check-in procedure recently. For finding your
date of birth, all the numbers in a month are now displayed so
you pick your full date rather than individual numbers, i.e. pick
23 instead of 2 and 3.
Early morning extended hours appointments – We will
soon be trialling early morning extended hours as well as
our evening appointments. A mixture of telephone and
face to face appointments will be available from 7.30am
until 8.30am. These will be particularly suitable for those
who work or for any other reason find it difficult to
attend during the day. These will be released on a week
to week basis and available on a first come, first served
basis. Please note there will be no Nursing or Chaperone
facilities at this time.
Complaints and Suggestions - We strive to provide a good
service but appreciate that sometimes things go wrong. If you
have a complaint, it is initially directed to the Practice Manager.
You may make your complaint in writing, in person or by
phone. All complaints are logged but should your complaint
be written the procedure is it will be acknowledged within 3
working days and a full response provided within 20 working
days. If your complaint is of a clinical nature the Complaints
Partner will be responsible for the investigation.
We have a suggestions box in the waiting room for any
comments or suggestions you may have. You can also make a
comment or suggestion via the Practice website.
CLOSED SURGERY
The Practice will be closed for GP and staff training on:
The Practice will be closed for public holidays on:
Wednesday 30 November – from 12.30pm
Monday 26 December – all day
Tuesday 7 February – from 12.30pm (to be confirmed)
Tuesday 27 December - all day
Wednesday 15 March – from 12.30pm
Monday 2 January – all day
Tuesday 3 January – all day
Thank you for reading our newsletter. If you have any suggestions for future editions please call us on 334 5000.