Frequently Asked Questions

What should I do in a life-threatening emergency?

Phone 999 immediately.

Examples of a life-threatening emergency include:

• chest pain
• signs of a stroke
• severe breathing difficulty
• severe bleeding
• collapse
• a seizure
• a severe allergic reaction
• a serious injury
• where someone has tried to end their life

Please do not contact the practice first in a life-threatening emergency.

What should I do if I need urgent medical help but it is not life-threatening?

If the practice is open and your problem is urgent, please phone the practice on 01968 675 576.

The practice is open Monday to Friday, 8:00am to 6:00pm, excluding public holidays.

What should I do when the practice is closed?

When the practice is closed, urgent medical advice is provided by NHS 24.

Please phone 111 if you need urgent medical advice and the practice is closed.

For a life-threatening emergency, phone 999.

Can I phone the practice between 8:00am and 8:30am?

This time is for urgent enquiries only.

Routine appointment requests should be made after 8:30am.

Can I phone the practice between 5:30pm and 6:00pm?

This time is for urgent enquiries only.

Routine appointment requests, test results and general enquiries should be made during the usual times listed below.

When should I phone for an appointment?

Please phone between 8:30am and 5:30pm to request an appointment.

Please do not phone before 8:30am for routine appointment requests, as this time is reserved for urgent enquiries only.

When should I phone for general enquiries?

Please phone between 10:00am and 5:00pm for general enquiries.

This helps keep the early morning phone lines available for patients who need urgent medical help or an appointment.

When should I phone for test results?

Please phone between 10:00am and 5:00pm for test results.

Please allow enough time for your results to come back before contacting the practice.

Why can’t I phone at any time for general enquiries?

The phone lines are busiest first thing in the morning and late in the afternoon. Keeping general enquiries to the middle of the day helps us answer urgent and appointment-related calls more safely.

What is the practice telephone number?

The practice telephone number is:

01968 675 576

What is the practice address?

Eastfield Medical Practice
Eastfield Farm Road
Penicuik
EH26 8EZ

Can I email the practice?

The practice email address should not be used for urgent medical problems.

If you need medical help, please phone the practice or use the appropriate online form where available.

Can I send photographs by email?

Please only send photographs if a clinician or member of the practice team has asked you to do so.

Photographs should not be sent for urgent or emergency problems. If your problem is urgent, please phone the practice.

How do I book an appointment?

Please phone the practice between 8:30am and 5:30pm on 01968 675 576.

Reception staff may ask for a brief description of your problem. This helps us direct your request to the most appropriate person or service.

Why does the receptionist ask what my appointment is about?

Receptionists are trained to ask for a brief description so they can help direct your request appropriately.

This may mean an appointment with a GP, nurse, healthcare assistant, pharmacist, advanced physiotherapist, mental health service, community pharmacy, optician, dentist, NHS 24, or another appropriate service.

Reception staff are bound by confidentiality.

Do I have to tell the receptionist personal details?

You do not need to give full details, but a brief description helps us deal with your request safely.

For example, “chest infection”, “back pain”, “medication query”, “mental health”, “rash”, or “blood pressure review” is often enough.

Can I request a specific GP?

You can ask to see or speak to a specific GP, but this may mean waiting longer.

If your problem is urgent, you may need to speak to the available clinician.

Can I choose a telephone or face-to-face appointment?

The practice will offer the type of appointment that is most appropriate for your problem and availability.

Some problems can be dealt with safely by telephone. Other problems need a face-to-face assessment.

Why was I directed to another service instead of a GP?

GP appointments are not always the most appropriate option.

You may be directed to another service if they can deal with your problem more directly. This may include:

• community pharmacy
• optometry
• dental services
• physiotherapy
• mental health support
• NHS 24
• minor injuries or urgent care services

This helps patients receive the right care from the right person at the right time.

What happens if I am late for my appointment?

If you arrive late, it may not be possible for you to be seen.

The clinician may ask you to rebook, especially if seeing you late would delay other patients.

If you know you are going to be late, please contact the practice as soon as possible.

How do I cancel an appointment?

Please cancel your appointment as soon as possible if you no longer need it or cannot attend.

This allows the appointment to be offered to another patient.

You can cancel by using the cancellation form on the website or by phoning the practice.

What happens if I miss an appointment?

Missed appointments waste NHS time and make it harder for other patients to access care.

If you repeatedly miss appointments without cancelling, the practice may contact you about this.

Can I book more than one problem into one appointment?

A standard appointment is usually for one main problem.

If you have several problems, the clinician may need to prioritise the most urgent issue and ask you to book another appointment for the others.

Can someone else book an appointment for me?

Someone else can help you contact the practice, but we may need your consent before discussing personal medical information with them.

What counts as urgent?

An urgent problem is one that cannot safely wait for a routine appointment.

Examples may include:

• symptoms that are worsening quickly
• a child who is very unwell
• severe pain
• symptoms that may need same-day medical advice
• a mental health crisis
• urgent medication issues
• a new or concerning symptom that cannot wait

If you are unsure whether your problem is urgent, please phone the practice and explain the situation.

Can I request an urgent appointment for a routine issue?

No. Urgent appointments are for problems that cannot wait.

Routine matters should be dealt with during routine access times.

Will I always see a GP for an urgent problem?

Not always. You may be assessed by the most appropriate available clinician or directed to another service.

Can I request a home visit?

Home visits are only for patients who are housebound or too unwell to attend the practice.

They are not for convenience, transport difficulties, or lack of childcare.

How do I request a home visit?

Please contact the practice as early as possible.

A clinician may phone you first to assess your request.

Why might a home visit be declined?

A home visit may be declined if it is clinically more appropriate or safe for you to attend the practice, or if another service is more suitable.

The practice has better facilities and equipment for assessment than can usually be provided at home.

How do I order a repeat prescription?

You can order repeat prescriptions using the practice’s usual prescription ordering route.

Please do not phone the practice to order routine repeat prescriptions unless you have been advised to do so.

How long does a repeat prescription take?

Please allow the 3 working days before collecting your prescription.

You should order medication in plenty of time and avoid waiting until you have run out.

Can I request medication early?

Early prescription requests may be declined unless there is a clear reason, such as travel.

If you are requesting early because of travel, please give details of your travel dates.

What should I do if I have run out of medication?

If you have run out of regular medication, contact your usual community pharmacy first. They may be able to help, depending on the medication and circumstances.

If the matter is urgent and the pharmacy cannot help, contact the practice.

When the practice is closed, phone NHS 24 on 111 if you need urgent advice.

Can I request antibiotics over the phone?

Antibiotics are not issued automatically.

A clinician will decide whether antibiotics are appropriate based on your symptoms and clinical assessment.

Many infections are viral and do not need antibiotics.

Why has my medication request been refused?

Medication requests may be refused if:

• the medication is not on your repeat list
• you need a medication review
• the request is too early
• the medication is not clinically appropriate
• more information is needed
• a clinician needs to assess you first

What is a medication review?

A medication review is a check to make sure your medicines are still safe, effective and appropriate.

You may be asked to attend for blood tests, blood pressure checks, or a review before further prescriptions are issued.

Can the practice tell me if my prescription is ready at the pharmacy?

The practice can confirm when a prescription has been issued, but the pharmacy is responsible for dispensing it.

Please contact your nominated pharmacy to check whether your medication is ready to collect.

How do I get my test results?

Please contact the practice for your results once the expected timescale has passed.

Please phone between 10:00am and 5:00pm for test results.

Will the practice contact me if my results are abnormal?

The practice will try to contact you if a result needs action or follow-up.

However, patients should always check their own results and should not assume that “no news is good news”.

How long do test results take?

Timescales vary depending on the type of test.

Blood tests and urine tests often take several working days. X-rays, scans, hospital tests and specialist tests may take longer.

Smear test results can take several weeks and are usually sent by letter from the screening service.

Can the receptionist explain my results?

Reception staff can only provide information that has been reviewed and authorised by a clinician.

They cannot interpret results or give clinical advice.

Why are some results marked “normal” but I still have symptoms?

A normal result does not always explain symptoms.

If your symptoms continue, worsen, or you are concerned, please contact the practice.

Why have I been asked to repeat a test?

A repeat test may be needed because:

• the result was borderline
• the sample could not be processed
• the clinician wants to monitor a change
• the result needs confirmation
• the timing of the test was important

The practice will advise you if a repeat test is needed.

When do I need a fit note?

You usually only need a fit note if you have been off work sick for more than 7 calendar days.

For the first 7 calendar days, you can usually self-certify with your employer.

Can the practice issue a fit note for the first 7 days of illness?

Fit notes are not usually needed for the first 7 calendar days of illness.

If your employer asks for evidence during this period, this is usually handled by self-certification.

Can a fit note be backdated?

A clinician may be able to backdate a fit note if there is evidence that you were unfit for work during that period.

This is decided clinically.

Can I request an extension to my fit note?

Yes. Please request this before your current fit note expires where possible.

A clinician may need to review your medical record or speak to you before issuing an extension.

Can the practice issue a fit note after a hospital admission or operation?

If your absence relates to hospital treatment, the hospital team should usually provide the initial fit note.

The practice may be able to help with ongoing fit notes after this if appropriate information has been received.

Can I get a fit note for school, college, university or travel?

Fit notes are mainly for work and employment purposes.

Requests for school, college, university, travel, gyms, insurance companies or other organisations may be private non-NHS work and may not always be provided.

A fee may apply.

What can the pharmacy help with?

Community pharmacies can provide advice and treatment for many common minor illnesses.

Examples may include:

• sore throat
• coughs and colds
• indigestion
• constipation
• diarrhoea
• hay fever
• skin problems
• uncomplicated urine symptoms in some patients
• minor eye problems
• emergency contraception

The pharmacist will advise you if you need to contact the practice or another service.

Do I need an appointment for Pharmacy First?

Usually, no.

You can attend a community pharmacy directly.

Is Pharmacy First free?

NHS Pharmacy First Scotland is an NHS service.

The pharmacist will advise what treatment is available under the service.

Why has the practice asked me to contact a pharmacy?

For many minor conditions, the pharmacy is the quickest and most appropriate first point of contact.

Pharmacists are trained healthcare professionals and can advise if you need to be seen by another service.

Should I contact the GP for dental problems?

Dental problems should usually be dealt with by a dentist.

This includes toothache, dental infections, broken teeth, dental abscesses and gum problems.

If you are registered with a dentist, contact your dental practice. If you are not registered or need urgent advice, contact the appropriate NHS dental advice service.

Should I contact the GP for eye problems?

Eye problems should usually be assessed by an optometrist.

This includes red eye, painful eye, sudden changes in vision, flashes, floaters or eye injuries.

If your symptoms are severe or sudden, seek urgent help.

Should I contact the GP for injuries?

Minor injuries may be more appropriately dealt with by a minor injuries or urgent care service.

This may include sprains, minor burns, cuts, suspected broken bones or injuries that may need an X-ray.

For serious injuries, phone 999 or go to A&E.

Can I contact the practice about my mental health?

Yes.

Please contact the practice if you need help with your mental health and it is not an immediate emergency.

What should I do in a mental health crisis?

If you feel at immediate risk of harming yourself or someone else, phone 999.

If you are distressed, in despair, or need urgent mental health support and the practice is closed, phone 111.

Can I ask for a specific clinician for mental health problems?

You can ask, but this may mean waiting longer.

If the problem is urgent, you may need to speak to the available clinician or another appropriate service.

How do I register with Eastfield Medical Practice?

Please use the registration information on the practice website.

You should check that you live within the practice boundary before submitting your registration form.

Can I register if I live outside the practice boundary?

Usually, no.

If you live outside the practice area, you should register with a GP practice that covers your home address.

Can I register temporarily?

If you are staying locally for less than 3 months, you may be able to access care as a temporary resident.

How long does registration take?

Registration is not always immediate.

Please allow time for your application to be checked and processed.

If you need urgent medical help before your registration is complete, please contact the practice for advice or phone NHS 24 on 111 if the practice is closed.

Do I need ID to register?

The practice may ask for information to help process your registration, but lack of ID should not automatically prevent someone from accessing GP services.

Please contact the practice if you need help with registration.

Can I register on behalf of someone else?

You can help someone complete a registration form, but the practice may need appropriate consent or authority depending on the circumstances.

How do I update my address?

Please tell the practice as soon as possible if you move house.

If your new address is outside the practice boundary, you may need to register with another GP practice.

How do I update my phone number or email address?

Please contact the practice or use the appropriate online form to update your contact details.

It is important that we have your correct phone number so we can contact you about appointments, results and clinical care.

Why does the practice ask me to confirm my contact details?

We ask patients to confirm details to help keep records accurate and to make sure we can contact you safely.

Can I change the pharmacy my prescriptions go to?

Please contact the practice or your chosen pharmacy if you want to change your nominated pharmacy.

What can I use online forms for?

Online forms may be used for some administrative or non-urgent requests.

Examples may include:

• updating contact details
• cancelling appointments
• requesting a fit note
• submitting information requested by the practice
• some review forms
• administrative questions

Should I use an online form for urgent medical problems?

No.

Do not use online forms for urgent or emergency problems.

If your problem is urgent, phone the practice. If it is life-threatening, phone 999.

How quickly will the practice respond to online forms?

Response times depend on the type of request.

Online forms are not monitored continuously and should not be used for urgent medical problems.

Can I submit a form on behalf of someone else?

You may be able to help someone submit a form, but we may need consent before discussing their personal information with you.

Can the practice complete travel insurance forms, private medical reports or insurance forms?

The practice may be able to complete some private reports and forms, but this is not part of routine NHS care.

Private work is done at the discretion of the practice and may attract a fee.

How long do private reports and forms take?

Private reports and forms can take time because they must be completed carefully and around NHS clinical work.

The practice cannot usually complete forms urgently or on demand.

Why do I have to pay for some forms?

Some forms and reports are not covered by the NHS.

Where work is private, a fee may apply.

Can I demand that the GP completes a private form?

No.

The practice will consider requests, but not all forms can be completed. The GP must be satisfied that the information requested is appropriate and that they are able to complete the form safely and accurately.

Can I ask for a chaperone?

Yes.

You can ask for a chaperone for any examination, consultation or procedure.

Will I always be offered a chaperone?

A clinician may offer a chaperone for certain examinations or procedures.

You can also request one at any time.

What happens if a chaperone is not available?

If a chaperone is needed but not available, the appointment or examination may need to be rearranged unless it is clinically urgent.

Can the practice speak to my family member, partner or carer?

We can only discuss your personal medical information with someone else if we have your consent, unless there is another lawful reason to do so.

Can I give consent for someone else to speak on my behalf?

Yes.

Please contact the practice to discuss third-party consent arrangements.

Can parents access information about their children?

This depends on the child’s age, understanding and circumstances.

The practice must consider confidentiality and the child’s best interests.

Can the practice leave messages on my phone?

The practice may leave messages where appropriate, but we must be careful with confidential information.

Please make sure your contact details are up to date.

Can I see my medical records?

You have the right to request access to your records.

Please contact the practice for information about making a Subject Access Request.

Why do I need regular monitoring for some medicines?

Some medicines need regular blood tests, blood pressure checks or clinical reviews to make sure they remain safe.

If monitoring is overdue, prescriptions may be limited or delayed until the necessary checks are completed.

Can I request medication that a hospital recommended?

The practice can usually only prescribe once we have received clear information from the hospital or specialist team.

Some medicines require specialist monitoring or shared care arrangements.

Why can’t the GP prescribe everything recommended privately?

Private recommendations are reviewed by the GP before any NHS prescription is issued.

The GP must be satisfied that the medication is safe, appropriate, and suitable for NHS prescribing.

Can the practice tell me when my hospital appointment will be?

The hospital or referral service manages hospital appointment waiting times.

The practice usually cannot speed up hospital appointments unless there has been a significant clinical change.

What should I do if my symptoms get worse while waiting for a hospital appointment?

Please contact the practice if your symptoms worsen or change.

If the problem is urgent, phone the practice. If it is life-threatening, phone 999.

Can the practice chase my hospital appointment?

The practice may be able to advise you, but hospital appointments are managed by the hospital service.

You may need to contact the hospital department directly.

I have received a hospital letter I do not understand. Can the practice help?

The hospital team should explain their own letters, results and treatment plans.

Does the practice provide all vaccinations?

Vaccination programmes are managed by NHS Lothian. Please visit Vaccinations – NHS Lothian for further information.

How do I find out about flu, COVID, shingles or other vaccination appointments?

Please follow the instructions in your NHS invitation letter or check Vaccinations – NHS Lothian for the relevant vaccination programme.

Can I request travel vaccinations from the practice?

No. Please visit NHS Midlothian Travel Clinic – Travel Clinics for further informatiion

I need help accessing services. What should I do?

Please tell the practice if you need support or reasonable adjustments.

This may include communication needs, mobility needs, sensory needs, learning disability, autism, language support, or other access requirements.

Can I request information in another format?

Please contact the practice if you need information in a different format.

Can I bring someone with me to an appointment?

Yes. You can bring someone for support.

We may still need to speak to you directly about confidential or clinical matters.

Can I request an interpreter?

Please tell the practice as early as possible if you need an interpreter.

What behaviour is expected when contacting the practice?

We ask all patients and visitors to treat staff and other patients with respect.

Abuse, aggression, threats, harassment, discriminatory language or intimidating behaviour will not be tolerated.

What happens if a patient is abusive or threatening?

The practice may issue a warning, record the behaviour, involve the police where necessary, or take further action in line with NHS procedures.

Why are calls recorded?

Calls may be recorded for staff and patient safety, training, quality monitoring and to help resolve queries or complaints.

Call recordings are handled in line with data protection requirements.

How do I make a complaint?

Please use the complaints information on the practice website or contact the practice.

We encourage patients to raise concerns as early as possible so we can try to resolve them.

Can I give positive feedback?

Yes. We welcome positive feedback and use it to support staff and improve services.

Will making a complaint affect my care?

No.

Raising a concern or complaint will not affect your right to receive care.

Can I rely on the website for urgent medical advice?

No.

The website is for general information and administrative guidance.

If you need urgent medical help, phone the practice when open, phone 111 when closed, or phone 999 in an emergency.

Why does the practice update website information?

We update website information to keep patients informed about services, access arrangements, policies and changes to practice processes.

What should I do if I notice incorrect information on the website?

Please contact the practice and let us know.

If your question is not answered here, please contact Eastfield Medical Practice.

For urgent medical help when the practice is open, phone 01968 675 576.

When the practice is closed, phone 111.

For a life-threatening emergency, phone 999.