Can another health professional help?

Sometimes a GP may not be the most appropriate healthcare professional to deal with your ailment. Other professionals such as pharmacists, opticians and dentists may be better placed to help.


We operate a varied appointment system, offering pre-bookable nurse and phlebotomy appointments and On-The-Day appointments with a GP or Advanced Nurse Practitioner.

Appointments are available by telephoning the practice on 01475 520248. You will hear a recorded message. Please remain on line, even if the message states there are no more remaining appointments, as we may be able to signpost you to an alternative service.

The medical receptionist will ask you some questions related to the nature of your medical concern. This information is vital to ensure that you receive an appointment from the appropriate clinician.

Non-urgent advice: Emergencies

Phone 999 if it’s a medical emergency including chest pain, stroke or haemorrhage.
When to call 999

You should only call 999 in a medical emergency, when someone is seriously ill or injured and their life is at risk.

  • Emergencies can include:
  • Loss of consciousness
  • Cardiac arrest
  • Heart attack
  • Stroke
  • An acute confused state
  • Chest pains
  • Breathing difficulties
  • Severe bleeding that cannot be stopped
  • Severe allergic reactions
  • Severe burns or scalds
  • Major trauma, such as a road traffic accident or fall from a height.

If you are unsure if it is an emergency, call NHS 24 on 111.

What happens when you call 999

An operator will ask which emergency service you need. If it’s a medical emergency, ask for the ambulance service. The ambulance service will ask some questions to find out what has happened and arrange the most appropriate help.

Further information is available on the Scottish Ambulance Service website.

By only calling 999 for serious illnesses or injuries, it means that people who need essential treatment can get it as soon as possible.

If you need help when we are closed

The 111 service provides urgent care information and support if you think you need A&E but its not life-threatening, and advice when your GP, pharmacy or dental practice is closed.

Visit NHS inform’s self-help guides for advice on common symptoms

Call 999 in a medical or mental health emergency. This is when someone is seriously ill or injured and their life is at risk.

We are happy for patients to bring a relative, friend or carer to your appointment. This is often beneficial if the person knows you well and allows them to give their observations on you where pertinent and can allow for the clinician to make a more accurate diagnosis. Additionally, they may remind you of questions that you may have forgotten to ask. On occasion, we may ask that the person leave the consultation but this is rare.
Should a language interpreter or sign language interpreter be required, please let our staff know when booking your appointment and we will ensure provision is made for this.

Late for your appointment

Please attend your appointment on time, if you are late you may not be seen. If you are not seen you will not be able to rearrange your appointment until the next working day-except in the event of an medical emergency that requires immediate attention.

Cancelling or changing an appointment

To cancel or change your appointment:

Confirm, change or cancel your hospital appointment

The Referral Management Service (RMS) is based at University Hospital Crosshouse and is responsible for booking outpatient clinic appointments within hospital services for a range of specialities and locations across NHS Ayrshire and Arran.

The contact details for the Referral Management Service can be found on all outpatient appointment letters. If you need to contact the service, call 01563 827070.

Routine vaccinations

Vaccinations help protect you and your family from many infectious diseases. You’ll be offered different routine vaccinations at different times, depending on your age and circumstances. For most routine vaccinations, your local health board will invite you by sending you a letter when you become eligible.You do not need to contact them to arrange your vaccinations.

You may be invited to a new location to receive your immunisations instead of your GP practice.

Your appointment

However you choose to contact us, we may offer you a consultation:

  • by phone
  • face to face at the surgery
  • on a video call

Appointments by phone, or video call can be more flexible and often means you get help sooner.

If you need help with your appointment

Please tell us:

  • if there’s a specific doctor, nurse or other health professional you would prefer to respond
  • if you would prefer to consult with the doctor or nurse by phone, or by face-to-face
  • if you need an interpreter
  • if you have any other access or communication needs

Home visits

If you are housebound and need an appointment, we will do a home visit. We will phone you first to understand what you need.

To request a home visit, it’s helpful if you phone the practice before 10:00 am.

If a patient aged between 16 and 75 years has not had a practice consultation within a period of three years, we are happy, on request, to provide a consultation.

Additional information about your appointment with us
Chaperone Policy

We will always respect your privacy, dignity and your religious and cultural beliefs particularly when intimate examinations are advisable – these will only be carried out with your express agreement and you will be offered a chaperone to attend the examination if you so wish.

You may also request a chaperone when making the appointment or on arrival at the surgery (please let the receptionist know) or at any time during the consultation.

Giving Consent for Treatment

You have the right to accept or refuse treatment that is offered to you, and not to be given any physical examination or treatment unless you have given valid consent. If you do not have the capacity to do so, consent must be obtained from a person legally able to act on your behalf, or the treatment must be in your best interests.

Your valid consent (agreement to the course of action) is needed for the treatment that’s offered to you before any physical examinations or treatment can be given. If you haven’t given your consent, you can accept or refuse treatment that’s offered to you.

It’s important to be involved in decisions about your treatment and to be given information to help you choose the right treatment. When making treatment choices, you’ll often discuss the options with your doctor or another healthcare professional.

If you have a suspected infectious disease

Please inform reception if you suspect an infectious disease, as this will enable us to deal with it appropriately during your visit to protect you, other patients and staff. 

Intimate Examinations

During your care, a doctor may need to examine you in order to provide you with the best care. Occasionally this may involve an examination of intimate areas. We understand that this can be stressful and embarrassing. If this sort of examination is necessary:

  • We will explain to you why the examination is necessary and give you the opportunity to ask questions.
  • We will explain what the examination will involve, including whether you can expect it to be painful or uncomfortable.
  • We will obtain your permission before carrying out this examination You will be offered a chaperone.
  • At all times we will respect your privacy during the examination and while dressing and undressing.

Your doctor and the nursing staff will be happy to discuss any concerns you have about this.

Private Medical Examinations

Medical examinations for special purposes such as pre-employment, fitness to travel, elderly drivers, fitness to undertake sports etc, will require longer than a routine appointment.

These examinations do not form part of NHS Services, you will be charged for any such examination. Please check the fee chargeable when you require to arrange any such examination.