FAQs

How do I get my Covid Vaccine?

We are no longer administering Covid Vaccines at the surgery. The Scottish Government are sending out letters to those eligible to receive the vaccine with further details of an appointment and location. Try to ensure that your contact details are up to date so your letter is sent to the appropriate address. If you have any issues, please contact the Covid Vaccination Helpline number on 0800 030 8013. 



Why can't I get an appointment?

 Currently we are busier than ever here at Hillbank. We strive to help as many patients as possible but unfortunately not everyone is able to be seen at once. Unfortunately, all GP Practices are in the same situation at the moment and reception and admin staff need to help GP's by asking the reason for your appointment, so that they can direct you to either the GP, Nurse Practicioners, Nurses or your local pharmacy to allow all patients to be seen by the appropriate healthcare professional. This opens up more appointments for patients to be seen each day. 

 

What is a nurse practicioner?

 Nurse Practitioners (NP's) are highly trained specialist nurses who have completed further education and training so that they can provide advanced nursing care and prescribe medication. NP's can provide treatment and advice for many of the problems that traditionally you saw your Dr about in the past. 

 

I had bloods taken, when will I find out the results?

 Most blood, urine or xray results take about a week. Other tests can take a little longer before we are advised of any outcome from the hospital. Please phone the results clinic between 2.30pm and 4.30pm on 01382 221976. The practice is starting to update the way in which we contact patients regarding reminders and results. If you have a mobile number on file with ourselves we will start to send you an SMS (Text message) with any reminders that we need to inform you about and with any results from tests taken. If you would NOT like for this to happen and opt out, please get in touch with us and we will ensure that it is recorded.  If you have recently had a scan at hospital we would suggest patients contact the relevant department to make enquiries regarding results. 

 

How do I order a prescription?

 Prescriptions can be ordered by handing the repeat prescription form with the appropriate boxes ticked to our letterbox at the front of the building. If you do not have a repeat form or the medication you require is not on the form, please place the name of the medication(s) required plus your name, date of birth and preferred pharmacy for collection on a piece of paper and post it through the letterbox. 

Alternatively, you can sign up for Patient Services. This service allows you order your repeat prescriptions online. Please see our website or call us for more details on how to register.

 

Why can't I order my prescription over the phone?

 Due to the sheer volume of prescriptions that we receive on daily basis. Having the prescriptions in paper form allow us to be more accurate with prescription requests and prevents mistakes from happening. 

 

What do I do if the surgery is closed?

 If you need medical assistance out with surgery hours, please call NHS24 on 111. You will be triaged by a Nurse who will provide advice or assist you in seeing a doctor if required. Please do not ask to see a doctor out of hours unless you genuinely cannot wait until the surgery re-opens. In an emergency, please call 999. 

 

Why are the doors locked at the surgery?

 Currently the practice doors are closed due to Coronavirus Restrictions. Patients will only be able to enter the surgery if they have a prebooked appointment. This reduces the footfall in the surgery and reduces the transmission of the virus to all patients. 

 

Why can't I have a quick word with my GP, I don't need an appointment!

 GP's have appointments scheduled throughout the day. Each appointment is followed by another. It's hard for admin staff to even speak to them at times! If everyone who called us asking for a quick word with a GP was granted this, there would be no time to see patients. 

 

Why does the receptionist ask me so many questions?

 Our receptionist and admin staff are specifically asked by the GP's to ask the reason for your call. This is so that they can be ready to assist you, so that we can assign you to the correct healthcare professional and to establish if they can be of any assistance with non-medical problems such as prescription issues etc. The member of staff is doing what is asked of them and trying to help you. If the reception and admin staff did not ask any questions and put everyone through to a GP then there would be even less appointments.


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