We are happy to hear your comments, complaints or suggestions about the services which the Practice provides. We will always take them seriously and act on them promptly. You can ask to speak to Hilary Ford at Union Brae or Pauline Coltherd at Norham, or send any comments or complaints by letter or e-mail. There is also a suggestions box in the Union Brae waiting room.

You can ask for a copy of the Practice Complaints Procedure at Reception.

It is important to remember that the Administration Staff are not medically trained. For information about medical problems or queries you should speak to one of the doctors or nurses.

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Hilary Ford
Practice Manager

Hilary is responsible for all areas of management, staff training/welfare and health and safety. Qualifications Diploma in Coaching Certificate in Management Post Graduate Certificate in Education BSc. Hons (2 ii) in European Studies with German Investment in Excellence and STEPS Logical Framework Training Equal Opportunities, Race Awareness and Disability Awareness Courses variety of IT courses

Julie Blythe
Assistant Manager

Julie joined the practice in October 1989. Her role as Assistant Manager includes the induction of new staff and the general smooth running of Reception. She also carries out general medical reception duties. She is responsible for the diabetic clinics and dispenses medication to patients. Qualifications Professional Certificate in Management (Health and Social Care) The College of Pharmacy Practice Dispensing Assistant Certificate NVQ4 in Administration CIEHO Advanced Health and Safety Certificate NVQ III in Business Administration European Computer Driving Licence Certificate in Dispensing AMSPAR Certificate in General Practice Reception Advanced Certificate in General Practice Reception

Debbie McLeman
Senior Secretary

Debbie joined the practice in March 1994. She provides secretarial and administrative services to all five partners as well as the whole of the primary health care team. She also provides IT training for staff and is the practice Health and Safety Officer. She dispenses medication to patients. Qualifications The College of Pharmacy Practice Dispensing Assistant Certificate Diploma in Medicine Management City and Guilds 7307 Teaching Certificate TDLB Assessor D32 and D33 Award CIEHO Advanced Health and Safety Certificate AMSPAR Diploma in Medical Secretarial Studies AMSPAR Diploma in Health Services Reception NVQ III in Customer Service NVQ III in Business Administration ICT3@Northumberland College European Computer Driving Licence Certificate in Dispensing RSA III – Typewriting, Text Processing, Audio, Word Processing RSA II – Medical Audio, Medical Word Processing Teeline Shorthand 70wpm

Susan Rutherford
Secretary

Susan is the newest member of the Admin Team. She joined the practice in July 2006 and works part-time. Together with Debbie, she provides secretarial and administrative services to all five partners as well as the whole primary health care team. She dispenses medication to patients. Qualifications The College of Pharmacy Practice Dispensing Assistant Certificate NVQ2 in Business Administration RSA III – Word Processing, Text Processing and Audio Typing Teeline Shorthand

Shona Anderson
Receptionist
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Shona started at the surgery in September 1989. She carries out medical reception duties and co-ordinates dispensing at Union Brae. Qualifications The College of Pharmacy Practice Dispensing Assistant Certificate NVQ II in Customer Service Certificate in Dispensing RSA I - Typewriting

Jean Cockburn
Receptionist

Jean has been with the practice since June 1994. She works part-time as a medical receptionist and provides holiday cover at the branch surgery at Norham. She also dispenses medication to patients. Qualifications The College of Pharmacy Practice Dispensing Assistant Certificate RSA I in Computing Certificate in Dispensing

Mary Huntly
Receptionist

Mary started at the surgery in December 1988. She works as a part-time medical receptionist and is responsible for change of addresses.

Jan Ross
Receptionist/Scanner

Jan joined the practice in October 2005. She works as a part-time receptionist/scanner in the evenings. Qualifications SVQ Level 3 in Direct Care

Louise Vail
Receptionist

Louise started at the surgery in March 2004 as a receptionist after working for 17 years as a travel agent. Her duties at Union Brae involve all aspects of reception work. Qualifications NVQ 2 in Customer Service RSA I in Word Processing, Office Practice, Communications, Finance and Typing

Shirley Waite
Receptionist

Shirley joined the practice in November 2002. She works as a part-time medical receptionist in the afternoons and evenings.

Pauline Coltherd

Pauline joined the practice in April 1989 when Drs Fisken, Knight and Wood merged with Dr Binnie. She has been employed by Dr Binnie for a number of years before this. She is responsible for running the branch surgery on a day-to-day basis providing general administration and medical reception duties. She is also responsible for the ordering of all medication for both surgeries and dispenses medication to the patients at Norham. Qualifications BTEC Continuing Education Certificate(Science)(for dispensing)

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Debbie McLeman November 2009