Every day we have an Emergency Doctor on call. This Doctor will deal with emergencies, examples of which would include chest pain, breathing problems etc. The Emergency Doctor will also be available to discuss urgent medical matters on the telephone. If you think your medical problem is urgent and cannot wait for a routine appointment, the Emergency Doctor will phone you back to discuss this further. Please ensure you stay by the phone if this is the case, and that you have supplied an accurate phone number.
Please note that the Doctor has asked the Receptionist to obtain as much information as possible about your medical need. This information is to help the Emergency Doctor prioritise his/her calls. It is very helpful if you can give the Receptionist as much information as possible.
Due to high demand, it may take a little while for the Doctor to phone you back. However, if you have not been contacted within 3 hours please contact us again to ensure there has not been difficulty in returning your call.
We will no longer offer emergency appointments on the day without first speaking to the Emergency Doctor. If you feel that you need to see a Doctor urgently, our Receptionists will be able to offer you a telephone conversation with the Emergency Doctor who will then decide if your medical problem requires you to be seen that day, or whether another course of action may be more appropriate. All patients with genuine urgent medical problems WILL be seen on that day if medically needed.
Appointments may be made by phoning the surgery on 01750 21674 between 8.30am and 6.00pm. We offer a limited number of early morning appointments as well as routine bookable appointments throughout our opening hours.
Appointments that open up 2 days and 4 days in advance are available each day. These appointments are designed for problems that need to be seen fairly quickly but are not an ‘emergency’. Please be patient with Reception staff who can only access the appointments when the computer system allows them to become available.
You can now also book an appointment online via Patient Access
Click here to log in to Patient Access (You will need to register for this service with the surgery)
If you want to see a particular Doctor this may increase the waiting time considerably.
If you know you will not be able to keep an appointment PLEASE LET US KNOW. If we know in good time the slot may be offered to someone with an urgent problem who needs to be seen that day.
If the Doctor asks you to come back for a review, please ensure you make this review appointment before leaving the surgery. The appointment book is available 6 weeks in advance. It is important that you try to ensure you see THE SAME DOCTOR for an ongoing medical problem. This helps us to provide better continuity of care for our patients.
If requesting a call back from a particular Doctor about a non-urgent problem please be advised that we cannot guarantee you will receive a call back that day. It may be a couple of days before they are able to return your call.
DNA (Did Not Attend) Policy
A DNA appointment is when a patient fails to attend an appointment without a phone call to cancel up to 1 hour before their appointment. If you DNA an appointment it will be noted in your record and we will take action.
If you DNA 3 times: We will send you a letter explaining that this is not acceptable and that we will remove you from the practice list if you DNA within the next 12 months.
If you DNA again within 12 months of receiving your letter, we will write to you telling you that you must register elsewhere within 14 days as after that time you will no longer be on our practice list. In this letter there is a telephone number for Practitioner Services in Edinburgh. They will allocate you to one of the other Border Practices.
The Surgery does try to support patients in attending their appointments and offers text reminders, which can be arranged by updating your mobile telephone number with us. You can also join Patient Access, which allows you to make and cancel your own appointments online. If you would be interested in joining Patient Access please ask reception for a form.
Statistics will be published in the reception area indicating the number of missed clinical appointments each month. Missing appointments prevents other patients from being able to use that appointment and has an impact on waiting times.
Please Ensure you advise us if you are unable to attend your appointment.