All consultations are by appointment. Mauchline and Catrine surgeries are open Monday to Friday 8.30am -12.30pm and 2.30pm – 5.30pm and an appointment can be made by telephoning 01290 456001.
Access To A Doctor Or Nurse
As mentioned above please phone to arrange an appointment. If you wish to speak to a doctor or nurse, please telephone the surgery or submit an eConsult form online. Please note, requests for face to face appointments with a GP will be triaged by a clinician.
eConsult Triage Appointments
Our surgery uses an E-consult Triage system – an appointment with a Clinician can only be authorised by a Clinician.
When you phone reception for an appointment our reception staff will ask you for your details and a short description of your symptoms.
A member of our team will then phone you back and based on the nature of your problem will:
- give you an appointment
- deal with your problem over the phone
- or direct you to another service
In the event you do not wish to discuss your symptoms with reception staff, the Clinician reviewing your request will be unable to prioritise your call accordingly.
Please give our reception staff as much detail as possible as this will help our clinicians to prioritise who we phone back first.
Please be assured our staff are compelled to follow the same rules of confidentiality that a Doctor does.
We believe this system will ensure that patients who need to see a Doctor will get to see one quickly.
Surgery times
Mauchline and Catrine Surgeries Opening Times
| Monday | 08:30 – 12:30 | 14:00 – 17:30 |
| Tuesday | 07:45 – 12:30 | 14:00 – 17:30 |
| Wednesday | 08:30 – 12:30 | 14:00 – 17:30 |
| Thursday | 08:30 – 12:30 | 14:00 – 17:30 |
| Friday | 08:30 – 12:30 | 14:00 – 17:30 |
Closed Saturday and Sunday
Mauchline and Catrine surgeries are open all day Monday to Friday and an appointment can be made by telephoning between 08.30 – 12.30 and 14.00 – 17.30. All consultations are by appointment.
Extended Hours
The practice is open during the following times for pre-arranged practice nurse appointments and GP telephone appointments only. Telephone lines open at 8.30 am as normal.
Tuesday – Catrine and Mauchline Surgeries – 7.50 am – 8.30am
Out Of Hours
When the practice is closed, the out-of-hours service in Ayrshire and Arran is proved by NHS 24. This service takes emergency calls for the practice from 5.30pm until 8.00am the following morning, throughout weekends and on some bank holidays. Please note that all calls made to this service are recorded. Those telephoning the surgery will find the number for NHS 24 recorded on the practice answering machine. You will also find an option asking if you wish to be directly connected to NHS 24. The direct number for NHS 24 is 111. Please do not telephone NHS 24 out of hours for prescriptions and results, as they are only available during normal surgery hours. NHS 24 also has a website available at www.nhs24.com.
Can another Healthcare Professional help?
Do you need to see the GP?
Sometimes the GP is not the most appropriate Healthcare Professional to deal with your ailment. Please see the information on see a Doctor or Healthcare Professional, which might help you decide whether a GP appointment is truly necessary or whether it might be better for you to see a Pharmacist, Optician, Dentist or other Healthcare Professional. You can even self-refer for some services without seeing your GP.
For real life-threatening emergencies such as those below – RING 999
- Chest pain (suspected heart attack)
- Suspected stroke
- Suspected meningitis
- Anaphylactic shock (severe allergy)
- Heavy bleeding or deep lacerations
- Fluctuating levels of consciousness or completely unconscious
- Difficulty breathing or stopped breathing with a change in colour
- New seizure, fit or uncontrollable shaking
For immediately serious conditions such as the following, GO TO Emergency Department (A&E) IMMEDIATELY
- A fever and lethargic (drowsy) child
- A feverish and floppy (unresponsive) infant
- Difficulty breathing
- Sudden, severe abdominal pain
- Accidental or intentional overdose of medication
- Trauma (including falls) and possible broken bones or road traffic accident
Patients who have a problem outwith the surgery opening hours that can’t wait until the surgery reopens should contact NHS24 by dialling 111.
Your appointment at the Practice
- Please make one appointment for each member of the family who needs to be seen
- We try to keep to time but please be patient if someone before you takes longer than planned
- Appointments are normally ten minute slots, so if you have a complicated problem, or more than one problem, please ask for a longer appointment
Keeping appointments
It’s important that you keep to your appointments. You have rights and responsibilities as a patient. Find out more about the Charter of Patient Rights and Responsibilities on NHS inform.
Please help us
If you are not able to attend your appointment please let us know in time so that the time can be used for someone else. If you are late for an appointment you may be asked to re-book.
Additional information
Can I bring someone to accompany me to the Appointment?
We are generally very happy for patients to bring with them a carer, relative or even a friend. This often helps, particularly when they know you well and it allows them to tell us any observations they would make about you, which can help us in undertaking our assessment. Ultimately this will lead us more quickly to make an accurate diagnosis and therefore help you more.
Also, having someone with you means they can prompt you to ask questions that you may have forgotten, and after the appointment they can help in reminding you what was discussed.
Occasionally we might ask for them to leave but this would be unusual.
If you require interpretation services please contact us in advance of you appointment and we will arrange this.
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.
Interpreter
If you require an interpreter to attend with you when you see your Doctor please notify the receptionist and this will be arranged.
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.