FAQ (Frequently asked questions)

At Ardersier Medical Practice, we've done our best to create a Web site that anticipates and satisfies our customers' needs. With that goal in mind, we've compiled a list of frequently asked questions. If you do not find an answer to your question here, contact us at 01667 462240.

I have an emergency but the practice is closed, what do I do? (How do I contact the Out of hours service?)
Please call 01667 462240. This will put you through to the Primary Care Emergency Centre based at the Nairn Town and County hospital. This phone line shall be answered by a nurse. The nurse will take some details and either give you advice, contact the Doctor, invite you to the hospital or arrange for the Doctor to visit you at your home.  
Please note that the Ardersier Medical Practice operates a traditional Out of Hours service in partnership with the Lodgehill Surgery, we believe that this gives our patients the best care possible outside standard surgery hours.

How do I contact the NHS24 service for help and advice?
The NHS24 service is a 24 hour help line which is confidential and offers health advice and information. The Ardersier Practice does not use NHS24 for Out of Hours services as we operate our own, independant traditional Out of Hours services. However, anyone can contact NHS24 for advice and assistance.
Phone : 08454 242424
Web site : www.nhs24.com

Do you have access for disabled patients?
Ardersier : The premises can be entered via the main door of the surgery. Arrangements will be made to see you downstairs. There is a toilet with disabled facilities downstairs.
Nairn branch - Douglas St : The premises can be entered via the main door at Albermarle Street. There is a downstairs toilet with disabled facilities.

How can I make an appointment?
Appointments can be made by telephoning any of the surgeries or by calling at the receptions. Please clarify which surgery you would like to be seen at. You can normally be seen at any surgery and by the Doctor of your choice. It is helpful if we know in advance and can arrange for your records to be with the Doctor. Please remember each appointment is for one patient only. 

If you think you require more time with the Doctor, please request a double appointment. It is also very important to call and cancel any appointments that you can no longer attend or which you no longer require. An adult should accompany children under the age of 14. 

We have a small number of appointments available on the day for urgent cases or emergencies only. If you are unsure whether your problem requires an urgent appointment, please ask to speak with one of the Doctors who (time permitting) will be happy to discuss the matter with you.

I need to inform your Practice of a change of name, address or telephone number. What do I need to do?
Please let the reception staff know as soon as possible of any changes to your name, address or telephone number. If you move out of the practice area it will be necessary for you to register with another GP.

How can I book a home visit?
Requests for home visits should only be made if you are unfit to travel to one of the surgeries. Home visits are at the Doctors discretion only and are not a patient entitlement.
The visit requests are handled by the receptionists who will ask for a little information to pass onto the Duty GP. If possible, please phone in your request before 10:30am.

I have a suggestion or complaint, who do I speak to?
If you have a suggestion or complaint about the care or service you have received please do not hesitate to contact our Practice manager. They will endeavour to deal with your complaints promptly and would be very happy to discuss any suggestions you may have.

If you do not want to approach the practice staff with your complaint, you can contact:

The Complaints Team,
NHS Highland
PO BOX 5713
Inverness
IV1 9AQ
Phone: 01463 705997

I am expecting test results, how is my confidentiality protected?
Our staff shall advise you of the typical length of time before you can expect your results. Please do not phone before 11am to request results. We are bound to maintain patient confidentiality and therefore results can only be disclosed to the patient or to the parents of under 16 year olds.

What is the procedure for requesting Sickness certificates?
The law is clear regarding sickness certificates.
If your period of sickness is one to four days only, you do not require a sickness certificate.
For periods of four to six days sickness your employer can ask you to complete a self-certificate of sickness. This form can be obtained from the DSS or from your employer.
For illness longer than six days you will need to see your GP to issue a sickness certificate (if medically appropriate to do so) and for any subsequent renewal of the certificate.
The law states that you do not need to obtain a certificate from your GP for illness of between one to six days. If your employer insists that you obtain one, this service is not covered by the NHS and a charge may be made.

I require a repeat prescription, what do i do?
You can obtain a repeat prescription by the following methods:
By form (IE, the tear off slip on the other side of the prescription). Tick the appropriate box(es) on the form and hand this in to the practice.
By post.
By asking at reception.
Please do not telephone with repeat prescription requests.

All repeat prescriptions are recorded on and issued from our practice computer system. The counterfoil attached to your prescription will detail all of your prescribed medicines. The prescription can be collected from the Practice or we can arrange for it to go to either:

Ardersier Pharmacy
Ardersier Medical Practice, Manse Road
Nairn- Branch surgery, Douglas Street
Nairn - Boots Pharmacy
Nairn - Lloyds Pharmacy

It will be ready for collection 48 hours later.

Occasionally you will be asked to see the GP or Practice Nurse in order to review your treatment. This is to ensure that it is helping your medical issue/s and to see that you are well. Please make a routine appointment with your GP or Practice Nurse at the requested time.