The Practice is based at the Union Brae site which was purpose built in 1988. It has since been extended to house the whole primary health care team, including ENT, Audiology, Dermatology and Ophthalmology teams.
Our branch site at Pedwell Way Surgery, Norham was taken over by the practice in 1989. The surgery is now run by Jean Cockburn and Debbie McLeman who will be able to answer any of your queries and problems.
Our health care team comprises of six doctors, two nurse practitioners, three practice nurses, and three health care assistants. We also have ten reception staff who cover the front desk and answer our telephones, an administration manager and a medicines manager.
Helen Henderson is the Practice Manager and Julie Blythe is the Assistant Manager, they can be contacted on the main surgery number should you have any queries or problems.
Registering As A New Patient
To register with the practice either come in to either of the surgeries and ask for a form at reception, or complete the forms on the website and bring them into either practice. To register with any GP Surgery you must produce two forms of identification, one with a photograph and one with your address. Full details are on the registration forms. You can then be registered with the practice and you will be allocated a named GP. This is not necessarily who you will see if you make an urgent appointment, or need an appointment on a day they do not work, but they will oversee your medical treatment. If you wish to change your allocated GP please let us know.
What You Can Expect From Us
This practice aims to provide you with the best possible treatment and advice at all times and to help you keep healthy. We work hard to provide the highest standards of care for you and your family.
We treat all patients as people, we respect your individual needs and listen to what you have to say. We try to understand your personal circumstances and respond to these appropriately.
We always try to explain clearly and simply what is wrong with you and explain as fully as possible any treatment we propose, possible side-effects and any other options before you make a decision.
We aim to make sure you get the best possible care from the NHS. If you need to be referred elsewhere we will do our best to get you the care and treatment you need from consultants, specialist health services or other agencies. The GPs will offer you a choice of referral in line with the Government’s Choose and Book scheme. Ask at reception for a leaflet which gives more information about the different hospitals. You may also request a copy of any referral letter.
We welcome your comments and will always take your suggestions or complaints seriously and act upon them promptly. Please ask to speak to Helen Henderson, our Practice Manager, if you have any concerns, you can complete the family and friends form on our website, or contact us by email.
The Receptionists will try to be helpful and answer any questions you have. If you wish to speak in private away from reception please mention this to the reception staff
We respect your right to privacy and keep all your medical information and records secure. We will only pass information about your medical conditions to other health professionals who are involved in your care. We will not disclose any information to a third party without your written consent. If you would like us to discuss your treatment or medication with a family member or carer, please let us know and we will amend your records to show this.
Summary Care Records
Everyone in the UK now has a summary care record as part of their medical records. This is a summary sheet containing your medication details, allergies, and long term medical conditions. This information will only be used by medical professionals in an emergency situation and where you or someone with you is unable to give consent to release this information to assist your care. If you DO NOT want emergency services to be able to access this information please let us know and we will mark your medical records accordingly.
Appointments can be made in person, by telephone and online through SystmOne.
Our appointment system enables you to book a routine appointment in advance (up to three weeks) with your own doctor. We also have emergency appointments available each day for people who have an urgent problem. These appointments cannot be pre-booked and we cannot guarantee which doctor you will see. We also offer a late surgery (until 8pm) every Wednesday.
We try to make sure you get the treatment you need as soon as possible. Emergencies will be dealt with immediately and other urgent problems will be seen on the same day, though you may need to see another doctor.
For less serious problems we will offer you the earliest available appointment with a doctor, nurse prescriber or practice nurse.
If you feel your problem cannot wait for a routine appointment, please inform the reception staff when booking.
Please notify us if you change your address or telephone number
When you make an appointment you will receive two text messages, one after you have made the appointment and another before your appointment time. Please make sure we have your correct mobile telephone number for this service.
If you would like someone to attend your appointment with you, or you would like another member of staff present while you are examined please mention this to the doctor.
Patients who are too ill or frail to come into the surgery may request a home visit during surgery hours.
Things to bare in mind when requesting a home visit:
If you can possibly come to the surgery, please do so. Our facilities here mean that the doctor can make a better assessment of your problem.
To request a home visit please phone before 10am in the morning. We may not be able to guarantee a home visit on the same day for late requests.
Your doctor will make a decision as to whether you need a home visit on the basis of clinical need – and it may be more appropriate to give you advice on the phone as to how to manage your condition.
How You Can Help Us
We need your help to maintain these standards so that we can make the best use of the time available. This is what you can do to help us:
If you cannot keep an appointment please cancel it as far in advance as possible so we can offer it to someone else.
Patients who repeatedly fail to attend for appointments may receive a letter from the practice and the GP may decide to take further action such as removing them from the Practice list.
Please tell the Receptionist when you arrive for your appointment or use the automated arrivals system to book yourself in. The reception staff will show you how to use it.
An appointment is for one person. Please don’t come along expecting someone else to be seen with you. It puts us in a difficult situation and is not fair on other patients who are waiting for their appointments.
We are a breastfeeding friendly practice. Ask at reception if you need a quiet place to breastfeed your baby.
We are now sending reminders about appointments via text message. Please let us have your current mobile telephone number so we can do this for you.
Invitations for Blood Tests
We regularly write out to patients asking you to come in for blood tests. These are usually routine tests and you don’t need an urgent appointment.
Phoning for Test Results
Please phone after 1pm for these.
Union Brae and Norham Surgeries operate a smoke-free policy. Smoking is not allowed in any part of the practice premises.
Treating Practice Staff with Respect
We value all our staff who work very hard to provide you with a first class service. Please treat them with the same respect you would expect yourself.
If a patient attacks or assaults a member of staff, we will support any legal action they may choose to take.
Our Catchment Area
Our area is 5 miles to the north, 5 miles to the south and 12 miles to the west
All GP practices are required to declare the mean earnings of GPs in the practice for the year 2014-2015, which was £111,563 before tax and NI. This is for 2 full time and 2 part time GPs who worked in the practice for more than 6 months.