Radnor Street Surgery
3 Radnor Street
Glasgow
G3 7UB
PATIENT LEAFLET
Tel: 0141 334 6111
Fax: 0141 339 1711
NHS 24: 111
Dr J Roberts & Dr H Melrose
Opening Times - Monday - Friday 8.30am-6.00pm
Late Surgery - Dr H Melrose, Monday 5.30pm-6.45pm
Senior Management
Dr Jerry Roberts(Male), MBChB(), DRCOG, MRCPSYCH
GMC No: 2333139
Dr Hilary Melrose(Female), MBChB (), MRCGP, DRCOG
GMC No: 2582177
Practice Manager: Sandra McGrow
Salaried GP
Dr Lisa Seerathun, (Female), GMC No: 6096507
Nursing Staff
Practice Nurse: Sister Kathleen MacKillop, (Female), RGN
Practice Nurse: Sister Alison Cadamy, (Female), RGN
Consulting Times
MonTuesWedThursFri
Dr J Robertsamall day
Dr H Melroseamall dayall dayamam
Dr J Chapmanall dayamall day
Sr K MacKillopall dayall dayall day
Sr A Cadamyall dayall day
HCA A Mackamamall dayam am
Evening Surgery times will be Monday 5.30pm – 6.45pm
Useful Telephone Numbers
The Surgery0141 334 6111
Fax0141 339 1711
NHS 24111
NHS 24 Website
Hospitals
Glasgow Royal Infirmary0141 211 4000
Glasgow Royal Maternity Hospital0141 211 5400
Leverndale Hospital0141 211 6400
Rosshall Hospital0141 810 3151
Queen Elizabeth University Hospital0141 201 1100
Glasgow West Ambulatory Hospital 0141 211 2000
Health Information & Leaflets
We have a range of leaflets and information on various topics; these are situated in the reception area.
Disabled Access
There is easy access to the surgery for disabled patients. We have a toilet suitable for use by the disabled allowing wheelchair access if necessary.
Baby Changing Area
The baby changing area is situated in the reception toilet.
How to register with our Practice
Our catchment areas are G3, G11 & G12. If you wish to register with our Practice we will ask you to complete an application form and health questionnaire, these are available from reception. All newly registered patients will be offered an appointment to see the Practice Nurse or Health Care Assistant for a screening health check and to find out about the patient's medical history. If possible, this should be carried out before you see the doctor so that a synopsis of your medical history, tests, and immunisation status is available to the doctor at that time.
What you can do to help us.
If you change your name, address or telephone number, please let our receptionists know.
If you cannot attend your appointment please let us know as early as possible.
Any suggestions for improving our services to you, or complaints about the services you receive should be directed to the Practice Manager.
Patients’ Rights & Responsibilities
You have the right to be treated with courtesy, dignity and respect. It is your responsibility to extend the same courtesy and politeness to the Practice Staff & Clinicians. It is your responsibility not to misuse appointments by cancelling them in advance if you no longer require the appointment. You have the right to be informed if you will be kept waiting for more than 20 minutes past your appointment time. You have the right to request a housecall if your illness or infirmity renders you housebound. Your doctor has both the right and responsibility to make a final decision whether a housecall will be made.
We may use some of this information for other reasons, for example, to help us to protect the health of the general public generally, to plan for the future, to train staff and to carry out medical and other health research for the benefit of everyone.
We are currently involved in research studies for which we provide anonymised information from patients’ notes. You cannot be identified in any way from this information as none of your personal details are given to researchers. Individual patients’ records are added into a much larger anonymous database, containing records from millions of patients across the UK. This information is used by researchers outside this practice. The data is used for research into such topics as drug safety, disease patterns, prescribing patterns, health economics and public health. Many of these studies provide useful information to medical staff on diseases, the use of drugs or outcomes of disease or treatment.
These studies may be performed by different research cmpanies. However, no researcher has access to your full details such as your name and address, initials or your full date of birth. The researchers are not given information on the GP nor the practice name, address or post code.
If you would like to opt out of this data collection scheme, please let your doctor know and no data from your records will be collected or used in research. This will not affect your care in any way.
If anything to do with the research would require that you provide additional information about yourself, you will be contacted to see if you are willing to take part; you will not be identified in any published results.
Appointments
Consultation is by appointment only. Appointments may be made by telephone or personally at the reception desk. If you have more than one condition, or if you feel that you need to speak to the doctor for longer than ten minutes, please ask for a double appointment. We have various types of appointments such as routine appointments for routine matters, appointments within 48 hours and emergency appointments. We guarantee that any patient who requires contact with a doctor, either in person or by telephone consultation, will be offered an appointment within 48 hours.
Missed Appointments
Every missed appointment means other patients wait longer and is a waste of GP’s time. Patients need to be aware of the consequences of failing to keep or cancel their appointments.
If you are unable to make your appointment please contact the surgery before your appointment time, this will enable the surgery to allocate your appointment time to another patient.
If a patient misses an appointment the practice manager will look at their previous missed appointments and if there are 3 or more in the past year a letter will be sent to the patient.
If a patient misses a further appointment within the next year (missed appointments definition above) they will be advised in writing that they have missed these appointments and that if they miss any further appointments they will be removed from the practice list.
If a patient misses one further appointment they will be advised in writing that they will now be removed from the practice list and will be required to register with another practice.
Practitioner Services will be notified at this time to remove the patient from the practice list.
Lateness
If a patient arrives between 6 and 14 minutes after the start of their appointment the patient may be seen at the end of the Doctors Surgery or sooner if a suitable gap arises. If a patient arrives later than 15 minutes after the start of their appointment they will not be seen and will be required to rearrange another appointment, unless it is a medical emergency.
Home Visits
If you are not well enough to come to the surgery, you may request a home visit by telephoning 0141 334 6111. Visits will always be attended to as soon as possible, but if you think that your problem requires immediate attention please make this clear at the time of your original request. Home visits are at the discretion of the doctor. Please endeavour to request these visits before 9.30am unless it is an emergency.
To speak to a doctor or nurse by telephone
If you wish to speak to a doctor or nurse, please telephone 0141 334 6111 and book a telephone consultation appointment.
When the Surgery is closed
After 6pm when the surgery is closed, please telephone 0141 334 6111 and you will be redirected to NHS 24. All emergencies after 6pm are dealt with the NHS24 & GEMS. NHS 24 can also be contacted 24hrs a day on 111.
Test Results
If you wish to find out about test results please telephone the Surgery between 2.00pm – 5.00pm Monday - Friday on 0141 334 6111 option 3. This line will not be answered outwith these times
Confidential Matters
If you wish to discuss anything confidential with the Receptionist you will be taken to a private area within the Surgery to discuss this.
Medical Records & Sharing of Personal Health Information
The practice is continually assessed. As part of the assessment, the assessors may look at your records, either manually or by computer, or both. Your records may be disclosed to persons outside the primary care team which provides your care. The purpose of such disclosure is strictly limited to a verification process which is required to assess the quality of care provided by your Practice. The assessors adhere to a strict duty of confidentiality. Only a qualified doctor who has been vetted and has signed a confidentiality statement may look at your medical notes. You may object to the whole, or any part of the inspection of your records and your objection will be respected.
When you are referred to a hospital doctor a summary copy of your electronic records is transferred along with the referral letter. The mode of transfer is through a secure NHS Intranet service.
Freedom of Information
By law the Practice has to respond to any member of the public who requests details about recorded information held within The Practice. Under the Freedom of Information Act, no person can be given access to your clinical records nor can any information about you be disclosed.
Data Protection
The Practice is registered under the Data Protection Act 1998. Information about you will be retained both on paper and computer and will be available to Clinical and Administration Staff who require access for the purpose of your care. We may also use this information for audit purposes but it will not be used in a manner which can identify you without your permission.
Research Studies
The staff at this practice record information about you and your health so that you can receive the right care and treatment. We need to record this information, together with the details of the care you receive, because it may be needed if we see you again.
The Practice Nurse
Our Practice Nurses’ are highly qualified and experienced member of the Practice Team. If you need to speak to them or leave a message, they can be contacted on 0141 334 6111. We run the diabetic clinic in conjunction with Dr Roberts and are trained in many other areas of chronic disease management.
The Practice runs a number of clinics for chronic diseases. You may receive letters from us from time to time inviting you to attend one of these clinics.
District Nurses
Our District Nurses can be contacted by telephoning 0141 531 9234.
The Health Visitor
Our Health Visitor is a fully trained nurse who can give general advice on health care. She is involved with child health and child development and will also undertake baby checks at 6 weeks. She may be contacted by telephoning 0141 531 9272.
The Practice Manager
Our Practice Manager is responsible for the general organisation of the Practice. It is her job to ensure that all of the systems run well and that patient care is the priority.
The Practice Staff
We have 6 reception and administrative staff members. We also have a Health Care Assistant, Ann Mack who runs routine blood clinics on a daily basis starting at 8.30am
Repeat/Acute Prescriptions
You can obtain your prescription at 48 hours’ notice, by handing your request into reception, posting your request slip to the surgery along with a stamped addressed envelope, by fax to 0141 339 1711, calling the prescription line on 0141 334 6111 option 2 between 11am – 5pm Monday – Friday or registering for online access via the practice website for repeat prescriptions only. For patients with acute prescriptions only you can email your request to .
However requests placed on a Friday will not be ready for collection until the following Tuesday.
The maximum repeat medication that can be issued is 2 months supply, if you require more than the maximum for long term travel abroad, then you must make alternative arrangements for this further supply, i.e. buying this medication abroad or contacting a doctor abroad to obtain a prescription.
Adult Immunisation
For those whose resistance is lowered because of conditions such as asthma and chronic bronchitis, or heart trouble and diabetes, influenza can be a life threatening disease. Each winter we offer influenza vaccinations to any patients who may be at risk. These vaccinations are also offered to anyone who is aged 65 and over.
Travel Vaccinations
If you are travelling abroad, especially outside Europe, you may need extra vaccinations and will need an appointment with the Practice Nurse. Please contact the Surgery at least one month prior to travelling, as some vaccinations need to be given a few weeks before the date of travel. You may be required to collect a prescription prior to attending for the vaccination.
Child Immunisation
It is important that all children and babies are immunised. Illnesses such as diphtheria, tetanus, and polio, because of recent immunisation policies, are thankfully rare, but if contracted can be crippling, or even fatal. Whooping cough (pertussis) is a most distressing illness, and can lead to permanent lung damage. We strongly recommend that all babies have this vaccination, alongwith their other baby injections. If you have any worries or queries about any aspects of your child’s immunisation, please feel free to discuss them with your doctor, the Practice Nurse, or the Health Visitor.
Complaints
If you have a complaint or concern about our service or any doctor or member of staff, then please contact the Practice Manager on 0141 334 6111 who will ensure your concerns are dealt with promptly. You will receive a response within 2 working days of your complaint and a full written reply within 10 working days. Our complaints officer is Dr H Melrose.
Services offered by our Practice
Disease Management - by appointment only with the Practice Nurse
Chronic Kidney Disease – by appointment only with Practice Nurse
Asthma Clinic – by appointment only with the Practice Nurse
Freezing of warts – by appointment only with Dr Roberts or Dr Melrose
Routine Immunisations for under 5s–Monday afternoon
Substance Misuse Clinic – by appointment only with Dr Melrose
Contraceptive Services – by appointment only with the Practice Nurse
Cervical Smears – by appointment only with the Practice Nurse
Travel Advice & Immunisations - by completion of travel form
Internal Examinations (including smears)
During your care the doctor or nurse will need to examine you in order to provide you with the best possible 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 what the examination will involve, including whether you can expect it to be painful or uncomfortable.
we will obtain your permission before carrying out such an examination.
at all times, we will respect your privacy during the examination and whilst undressing and dressing.
you will be offered a chaperone during the examination.
The doctor and nursing staff will be happy to discuss any concerns you have about this.
All patients are registered with the Practice and not a specific doctor but you are at liberty to request an appointment with any doctor. Please be aware that if you require an emergency appointment or a house visit, this will be with the doctor on call.
Self Referral
Please see detailed below information on self referral for minor injuries, podiatry services and physiotherapy.
Minor Injuries is based at Glasgow West Ambulatory Hospital, you can attend for injuries such as burns, broken/sprained bones, cuts etc you can also telephone 0141 211 2000
For Podiatry Self Referral please call 0141 347 8909
To self refer for physiotherapy please go to our website where you can download the form which you can then complete andforward to your chosen physiotherapist.