Wednesday evening 18.30-20.00

Patients who are too ill or frail to come into the surgery may request a home visit during surgery hours, these visits are usually carried out by our paramedics.

Things to consider  in mind when requesting a home visit:

• If you can possibly come to the surgery, please do so. Our facilities here mean that the doctor can make a better assessment of your problem.

• To request a home visit please phone before 10am in the morning. We may not be able to guarantee a home visit on the same day for late requests.

• Your doctor will make a decision as to whether you need a home visit on the basis of clinical need – and it may be more appropriate to give you advice on the phone as to how to manage your condition.

If you require non urgent medical help and/or advice, call 111

In case of a life-threatening emergency, call 999

NHS 111 is the number to call when you need medical help fast but it is not a life-threatening emergency.

• Calls to 111 are FREE from landlines AND mobiles

• NHS 111 is available 24 hours a day, 7 days a week (including bank holidays)

During normal practice opening hours, the practice remains your first point of contact for all routine requests. The practice may advise you to contact 111 if this is the most appropriate course of action for you. 

For more information about NHS 111 and access to online help, visit 111.NHS.UK

Putting Our Patients First

You will be pleased to know we have been listening to patient feedback and working hard on systems which will improve patient access and experience!

From 2^ND FEBRUARY 2026, we will be implementing a new system which will improve patient access and continuity of care in a safe and efficient way using fast and effective communication. 

Booking appointments with nursing, healthcare and PCN staff will remain unchanged and can be made via our staff or a self booking link.

NEW SYSTEM

From 2^nd February 2026, ALL clinical and administrative requests should be submitted using the econsult link on our website (https://wellupnorth.co.uk/union-brae-and-norham-practice)

• All GP and Clinical Practitioner contacts and/or appointments will only be made following triage.
• If you are unable to submit an econsult, a member of our staff will complete this on your behalf (you can do this over the phone or at either surgery).
• Giving us as much information as possible in the econsult is very important and will allow us to significantly improve patient access and continuity of care.
• Every econsult will be triaged by a senior clinician who will navigate your care to ensure you see the right healthcare professional within the right time frame.
• You may be given an appointment to speak with a clinician in the first instance.
• If an appointment is required, the triaging clinician will arrange an appointment for you (this could be same day, in several days or within a couple of weeks).
• Your appointment may be with a GP, Advanced Clinical Practitioner or another healthcare professional, ie First Contact Physiotherapist, Pharmacist, etc.
• All GP and Clinical Practitioner contacts and appointments will be made following triage.
• You may also be directed to 111 if the practice has reached capacity for same day assessment and you feel your condition requires urgent same day assessment. 

If you no longer need your appointment, please remember to cancel it!

Please make sure you notify us if you change your address or telephone number. 

As with all change, there may be unforeseen difficulties. We are asking that you bear with us while we all adjust to the changes to improve patient access and safe working capacity for patients and staff by using a blend of senior clinicians and technology (not AI).

As already experienced at other locations using this system, this has proven better for patients, clinicians and the whole team and stops the early morning rush for appointments and being told "no appointments left".

Download our Patient Information Leaflet

Appointments can be made by telephone, via the eConsult system or by coming into the practice. 

Patients may be given an appointment to speak with a clinician in the first instance or they may be booked in directly with another health care professional i.e. first contact physiotherapist.

Our appointment system allows you to book up to four weeks in advance with the nursing team. GP and clinical practitioner appointments are same day appointments

You may also be directed to 111 if the practice has reached capacity for same day assessment and you feel your condition requires urgent same day assessment. 

If you no longer need your appointment, please notify the surgery.

Please make sure you notify us if you change your address or telephone number. 

Book Appointment Online

Click to Book an Appointment Online or use our eConsult service

Repeat prescriptions

If you need medication on a regular basis you can order this in the following ways:​​​

• Leave a message on our prescription order line - 01289 330333. 

• Online using SystmOne

A minimum of 48 hours notice is required for us to process all repeat prescription requests.

Please allow as much time as possible to process your repeat prescription request during busy times, such as Bank Holidays, Easter and Christmas. 

Dispensing

If you live outside the town, your doctor may be able to dispense your medicines. Please ask our reception staff if you qualify for this service.

Click to order a Repeat Prescription Online

You may have heard in the media about injectable weight loss medication being made available for prescribing by GPs. 

NHS England has now shared who will be eligible for Tirzepatide (Mounjaro®). The rollout will be in different stages, starting with people who are most in need.  In Phase 1, only people with serious health conditions will be able to get it on the NHS. This is the same everywhere in England. 

To be eligible for Mounjaro, you must: 

• Have a body mass index (BMI) of 40 or more, AND 

• Have at LEAST FOUR of the following health problems: 

• High blood pressure
• High cholesterol or fat levels in your blood
• Heart disease
• Type 2 diabetes
• A diagnosis of sleep apnoea (trouble breathing while sleeping) 

You can find more details in the official NHS guidance. 

We have developed a dedicated pathway for people who feel they may be eligible for Tirzepatide (Mounjaro®) to contact the practice after 23rd June 2025. This will involve an initial appointment with our Health and Wellbeing Coach, Rebecca, who will be able to advise on the options available and the next steps. 

Please do not make an appointment with a GP or nurse – our team will redirect you to the Health and Wellbeing Coach, who is the appropriate person to deal with your enquiry. 

If you are not eligible for Mounjaro prescribing in the first round, Rebecca will still be happy to support you to make positive changes to your health to promote a healthier weight, or with referral to other weight management services. 

Please check the North East and North Cumbria Integrated Care Board (ICB) weight loss webpage Weight-loss drugs information for patients for more information and the latest updates.

We do not provide travel clinics or travel health advice in the practice. You can access travel clinics at:

• Boots – Morpeth, Newcastle & Edinburgh
• Travel Hut -Morpeth
• Superdrug, Newcastle, Metrocentre & Edinburgh

You will need to discuss the countries you are travelling to as well as the areas within those countries.  This will allow the travel clinic to determine which vaccinations you require.

It is important to contact the clinic as early as possible – at least 6 weeks before you intend to travel.  This is necessary as a series of appointments may be required to receive the vaccinations and/or medication. These vaccines/medications may have to be ordered for you as they are not held as routine stock.

We can only provide the travel vaccinations listed below free on the NHS following a full assessment by a travel clinic and written recommendations have been given.

• Cholera
• Hepatitis A
• Polio (DTP)
• Typhoid

Appointments for the above vaccinations are only available if you have provided us with the written information from a recognized travel clinic.  No vaccines will be given without the necessary paperwork. 

Please allow at least 4 weeks’ notice when booking an appointment with the practice nurse (appointments for travel vaccinations are not available on the day or at short notice). 

All other vaccinations and travel health advice should be provided by the travel clinic.

Online services can be used to book, check or cancel appointments with a clinician

Order repeat prescriptions

See parts of your health record, including test results - by 31^st October 2023 new entries in the GP records will be visible to all patients aged 16+ years and with an online account who have completed an application form to access records. As your GP practice, we have been asked to provide you with access to your FULL PROSPECTIVE medical record via the NHS app (and NHS website) if you have a suitable NHS login, from 31 October 2023.  As a practice we have decided to ask your permission first, as this gives us a chance to check your understanding and be sure access to your data is safe for you.  We are aware that not everyone will want access to their full record on the internet at this time, and some patients may have concerns about their personal medical records being made available on their smart phones or online, especially if other people have access to their devices. Click here to download the application form which you will need to complete and send to your GP Practice. 

More information can be found at https://www.nhs.uk/nhs-services/gps/using-online-services/

NHS App

The NHS App is a new way for patients to connect to the surgery and other NHS services. For example, you can:

• Order repeat prescriptions
• Get health advice
• Securely view your GP health record
• Review and register your organ donation decision
• Choose how the NHS uses your data

Download it FREE from the Apple Store (Apple device) or the Google Play Store (Android device)

When you register in the app, there will be a series of checks to confirm your identity. You WILL NOT have to go into your surgery to register if you have a passport or photo card driving licence.

The process to set up your NHS login is explained in the following video:

You can read more and access the NHS login help centre at NHS login.

You can choose to log in using fingerprint recognition, facial recognition or username and password of your choice.

You can now also access NHS App services from the browser on your desktop or laptop computer.

Click here to download the Do more with the NHS App Leaflet. 

Click here to download the NHS App Quick start Guide Leaflet

All asthma patients are invited by letter or text to attend for a yearly check-up.   This involves discussing symptoms, checking peak flow measurements and that the inhaler currently being used is suitable.  It is also an opportunity to discuss any questions you may have about asthma.  If you haven’t received a letter for a check-up you can telephone to make an appointment with the practice nurse at any time. 

SIGNS AND SYMPTOMS that you need to be seen more than yearly are: 

–       Waking at night coughing, wheezing or short of breath 

–       You need to use your reliever (blue inhaler) more often than usual 

–       Your reliever doesn’t get rid of your symptoms as effectively as normal

At your asthma appointment we can also discuss a management plan which helps you to recognise and treat symptoms before they develop into an asthma attack.

For more information about asthma, visit the Asthma UK website or view the videos on Health TV.

Our diabetic clinics are run on a regular basis by an Advanced Nurse Practitioner and Practice Nurses at both Union Brae and Norham surgeries. 

For more information about diabetes, visit the Diabetes UK Website or view the videos on Health TV.

These clinics are for all patients with a history of peripheral vascular disease, ischaemic heart disease or stroke. At your appointment we will check your blood pressure, height, weight and bloods for cholesterol and blood sugar will be taken. 

Cervical screening can be carried out by any of our qualified nursing or clinical staff. All cervical screening invitations are sent by NHS England or NHS Scotland inviting you to make an appointment to have a smear done at the surgery. ​

The practice offers general contraceptive advice.

If you have unprotected sex and are concerned about pregnancy, please contact your local pharmacy for emergency contraception advice.

Flu Vaccine 

Flu vaccines are available annually and usually start in September/October. 

NHS England is responsible for identifying at risk patient groups eligible for flu vaccine. These include: 

–       All patients aged 65 and over 

–       Patients with diabetes 

–       Patients diagnosed with chronic respiratory (lung) problems (these include asthma and COPD) 

–       Patients with long-standing kidney disease 

–       Patients with heart disease 

–       Patients who live in nursing homes, residential homes or any long-stay facility 

–       Patients whose immune system is not working well either because: 

• You were born with it not working 

• You are having a course of treatment such as steroids, cytotoxics i.e. cancer killing drugs, radiotherapy 

• You have a disease eg AIDS or HIV, no spleen or your spleen not working normally

Patients who are between 44 – 74 years of age and at increased risk of cardiovascular disease will be invited in for a CVD Risk Assessment appointment. Depending on your risk score, this may then be followed by an appointment to discuss the results and how to manage any risk. 

Newcastle Hospitals lease rooms from Union Brae to provide the following clinics:

• Audiology (Hearing aids)

To make an appointment with the hearing aid clinic you need to ring the Audiology Department at Freeman Hospital direct on 0191 2231043. Freeman have asked for all telephone calls to be handled by their specialist team of audiologists to ensure the patients are all booked into the correct appointment slots. Union Brae have welcomed this decision as it frees up the telephone system for our patients to get through to speak to our staff. You will still be seen at Union Brae Surgery in Berwick but we are no longer booking the appointments.

• Dermatology (Skin)
• ENT (Ear, Nose and Throat)
• Ophthalmology (Eyes)

All appointments for Dermatology, ENT and Ophthalmology are made by Newcastle Hospitals. Any queries about your appointment should be made to the telephone number on your appointment letter. 

You can register with the Union Brae & Norham Practice at the practice or online.

To register online, click here or scan the QR code: 
 

We only accept registration requests for patients living within the Union Brae & Norham Practice Catchment Area.  Please check the catchment area or contact the practice.

The following details are required:

• Full name, including previous names
• Date and place of birth
• Last address
• New address and post code
• Name and address of your previous doctor
• NHS number if known (not the same as your national insurance number)

All new patients are required to complete a confidential questionnaire about their medical history as well as the online registration form.  This will help the doctors and nurses appreciate your health needs.

Registration forms and questionnaires are available from reception or the link below.

You can collect the relevant registration form(s) PRF1 from the surgery, download a PRF1 form or complete an online registration from this page. Please complete a separate registration and questionnaire for each person who wishes to register.

Please ensure that you fill in every part of the registration form and patient questionnaire or this will cause problems in retrieving your medical records.

You can register online here 

You can click here to download the patient questionnaire

Check if you are in our catchment area here

If you would like to register with the practice, please complete the required forms below and bring them into reception. If you are unsure if you are resident within the Practice Area please contact reception with your postcode for advice.

New Patient Registration Form (GMS1)

New Patient Questionnaire

To facilitate your registration and in the event it takes time to obtain your medical records, it would be helpful if you could obtain a patient summary including medication from your previous practice.  For children a list of vaccinations would be helpful.

Since April 2015, it has been a contractual requirement of NHS England for all GP practices to have a Patient Participation Group (PPG) and to make reasonable efforts for this to be representative of the practice population.

A PPG is a group of patients, carers and GP practice staff who meet to discuss practice issues and patient experience to help improve the service.

Who is part of the PPG?

A PPG is open to every patient on the GP practice list. All communities, groups, genders, ages, ethnicities, and disabilities representing the patient list are encouraged to join.

What is the role of the PPG?

• The aims and work of each PPG depends entirely on local needs, but they all have the aim of making sure that their practice puts the patient and improving health at the heart of everything it does

• It is important for the PPG to have an inclusive and diverse membership to ensure that the PPG represents as many types of patient voices as possible

• PPG members can act as ambassadors within the community and this can help with recruitment of new members

• By being as outward facing as possible, the PPG can learn about innovations which are happening in the local community and bring these back to the practice

• PPG members can help to promote health initiatives being introduced within the practice

• PPGs can work alongside the practice and local health commissioners to ensure that the right services are available to the local population

• PPGs can give patients and practice staff the opportunity to meet and discuss topics of mutual interest

• PPGs can provide a means for patients to become more involved and make suggestions about the healthcare services they receive

• PPGs can explore issues from patient complaints and patient surveys, contribute to actions plans and help monitor improvements.

• PPGs can contribute feedback to the practice on National Patient Survey results and Friends and Family Test feedback to propose developments or change

• PPGs can support the practice in promoting health awareness and patient education.

For more information, visit the Patients Association website.

Interested?

If you would like to join our patient group please contact Julie Blythe or Anne Kossmann.

We realise that some patients may wish a family member or friend to accompany them to an appointment. We will facilitate this where possible. 

If you require an interpreter for your consultation, we can arrange for an interpreter to be available via telephone during your appointment.  

For the practice's privacy notice (summary version) click here: Summary Privacy Notice

For the practice's privacy notice (full version) supplied  by North East & North Cumbria Integrated Care Board (NENC ICB), click here: Full Privacy Notice

Overview

As part of the services we offer, we are required to process personal data about our staff, our service users (patients) and, in some instances, the friends or relatives of our service users and staff. “Processing” can mean collecting, recording, organising, storing, sharing or destroying data.

We are committed to being transparent about why we need your personal data and what we do with it. This information is set out in this privacy notice. It also explains your rights when it comes to your data.

If you have any concerns or questions, please contact us

If you wish to read the full privacy notice supplied to us please ask a member of the reception staff.

How you information Is used

Your personal information is primarily used to provide you with safe, effective, and appropriate care.

In some cases, your information may also be used for purposes beyond your direct care, such as improving health and care services, planning, research and system management. 

We may share your personal information with approved organisations under strict legal safeguards, including: 

• Where we are required to do so by law
• Where the processing is necessary for the performance of a task carried out in the public interest such as health and care research or management of health and care services 

We always ensure that appropriate safeguards are in place such as pseudonymisation, where information that directly identifies you (name and address) are removed.

Union Brae & Norham Practice – Fair Use Policy

This Fair Use Policy has been created by the Union Brae & Norham Practice team to support fair access to our online consultation platform, telephone lines, appointments, and other practice resources.  Please read this policy carefully.

Our Commitment to You

We are committed to ensuring that all patients have fair and equal access to our clinical and administrative teams so we can deliver the best possible care.

We will always:

• Treat all patients with dignity, respect, and without discrimination.
• Provide a friendly, personal and confidential service.
• Keep you informed about our services, your rights, and any information relevant to your care.
• Offer appointments and support based on clinical need.
• Continually review and improve our systems to use resources efficiently.
• Provide a confidential practice complaints process.
• Welcome all feedback that helps us improve patient care.

Using Our Services Fairly

To ensure fair access for everyone, we ask all patients to use our online consultation platform, telephone system, appointments and other practice resources responsibly and respectfully.

Unfair or excessive use of these services may prevent other patients from getting the help they need.

Examples of unfair use include (but are not limited to):

• Submitting an unusually high number of online consultations, appointment requests or correspondence both electronic and paper to the practice.
• Repeatedly sending the same request within a short time frame.
• Any form of abuse, aggression or harassment towards staff.
• Behaviours that significantly disrupt our ability to provide safe and timely care to our patient population.

If such behaviour affects our services, we may review your access to online consultations, telephone services, appointments or other practice resources. You will always be informed and given the opportunity to discuss any concerns before action is taken.

In rare cases, behaviour that breaches the NHS Zero Tolerance Policy or causes an irreparable breakdown in trust may lead to removal from our practice list.

Help Us to Help You

To support fair access and help us run efficiently, please:

• Submit one online consultation per issue, including as much detail as possible. Duplicate submissions do not lead to a quicker response.
• Attend appointments or cancel them in plenty of time.
• Be patient; if there are delays-these can occur if another patient needs urgent attention.
• Understand that non-urgent or routine issues may not be addressed immediately.
• Use self-care, your local pharmacy, NHS 111 or other services where appropriate.
• Be open to seeing the most appropriate healthcare professional - not all issues require a GP.
• Allow at least 72 hours for prescription requests and avoid pressuring staff to shorten this timeframe.
• Keep your contact details up to date.
• Treat all staff with respect-verbal or physical abuse will not be tolerated.
• Request home visits only when you are too unwell or physically unable to attend the surgery. All home visit requests will be triaged by phone and may not always be deemed necessary.
• Subject access requests will be actioned within 28 days, but there may be a delay if the information is not available.

When the Doctor/Patient Relationship Breaks Down

Sometimes, despite our efforts, a patient’s behaviour may consistently fall outside what is considered reasonable. This can lead to a breakdown in the doctor/patient relationship.

If concerns arise, we will:

• Inform you verbally or in writing that there is a problem.
• Explain our concerns clearly.
• Listen to your perspective.
• Agree expectations or an access plan if needed.
• Monitor the situation; if issues continue, we may begin the process for you to register with another practice.

Within the Practice we will:

• Inform relevant members of the practice team.
• Discuss the situation, including any factors that may be contributing to the behaviour.

If the issue cannot be resolved:

• We will notify the NHS England of our decision and the reasons for it and request your deduction.  Dependant on the reason for removal, this will be immediate or within 8 days.
• Where appropriate, we will write to you explaining the decision and the reasons for removal.
• It is patient responsibility to find and register with another GP.  We will not be responsible for transferring your care unless you are being referred into the Special Allocation Scheme (SAS).

Last updated: December 2025

Download PDF version

Listening to and acting on what you say about our services
How to feedback, compliment and/or comment on our services

Feedback and Concerns

Download our leaflet

At Union Brae and Norham Practice we will do whatever we can to make sure you receive timely and appropriate treatment and maintain dignity and privacy. 

You are able to give us feedback by completing the Friends and Family Test link which you will be sent following contact with the practice.

However, we appreciate that at times things can go wrong and when they do, we try and resolve the issues raised as quickly as possible. We recognise that both positive and negative feedback provide a unique insight into what our patients feel about our services and often highlight where service improvements could be made. It is very important to us that patients not only feel able to raise their concerns but are happy with the actions that we take. 

In the event that you wish to raise a concern and/or provide feedback, you can do so by: 

• Speaking to the staff immediately involved, or another member of staff such as a GP, nurse, receptionist. 
  
  
• If they are unable to resolve the issue in a satisfactory manner, they will discuss further with a Manager to seek further clarification. 
  
  
• If you would rather speak to someone independent you can contact the Patient Advice and Liaison Service (PALS) on 08000320202 
  
  
• Alternatively you can contact the Primary Care Complaints Team on 0191 512 8277 or email them at necsu.pccomplaints@nhs.net 
  
  
• Independent support to assist you in making your complaint can be provided by the Independent Complaints Advisory Service who can be contacted on 03003305454
  
  
• Alternatively you can contact the Primary Care Complaints Team at:
  North East and North Cumbria ICB
  Riverside House
  Goldcrest Way
  Newburn
  Newcastle upon Tyne, NE15 8NY

Tel:      0191 512 8277
Email:          necsu.pccomplaints@nhs.net

• If you are dissatisfied with the outcome, you have the right to approach the Parliamentary & Health Service Ombudsman at:
  Millbank Tower
  30 Millbank
  London, SW1P 4QP

Tel:      0345 015 4033
Website: ombudsman.org.uk/make-a-complaint

How do I get my test results?

At the time of your blood test (or other test) you will be told when to expect your test results to be available.  

When blood tests have been seen and actioned by a clinician, your results will become available on your NHS or your SystmOne App or you can ring for results after 1 pm only. 

The practice will not routinely contact you if your results are normal.

Please note our admin staff are only able to give out the information documented on the results by a clinician.  They are unable to advise you what a test or result may mean and are not able to give any advice on issues relating to test results. 

If you are requesting the results of tests done at the request of a consultant in a hospital clinic, these test results will be given to you by the consultant's team and not the GP.

I have concerns about a relative - can I come and talk to a doctor about their care?

Doctors can only discuss another patients with you if they have the patient's written consent to do so. 

I would rather have treatment in Scotland - is this possible?

Although the independence referendum left Scotland and England united, the health services in the 2 countries have moved further apart than ever. Northumberland CCG has decided that for patients living in England it is not possible to be referred to Edinburgh for any condition whatsoever. Referral to the BGH is not possible to Ophthalmology, Orthopaedics or for suspected Cancer cases, except in exceptional circumstances. Referrals for other specialties are possible but discouraged. For patients living in Scotland, Borders Health Board have decreed that all referrals for X-rays, physiotherapy and to hospital specialties must be to the BGH except by prior arrangement with the Health Board. Your doctor will discuss the options with you.

It is a contractual requirement that all GP Practices undertake the NHS Friends and Family Test (FFT).

The FFT is a feedback tool, that helps us to improve our services.

Would you recommend us?  Tell us what you think about our service by completing the FFT link we will send you following your contact with the practice.

This is what you can do to help us:

Appointments

• If you cannot keep your appointment please cancel it as far in advance as possible so we can offer it to someone else.​

•  Please inform the Receptionist when you arrive for your appointment.​

• Please be aware that the practice offers telephone consultations in the first instance. If you need to be seen face to face, the clinician who phones you will arrange an appointment for you. 

Blood tests

• Please either phone after 1pm for these when the lines are less busy, or open an online account and you can access the results at any time.

Our GP practice is helping to improve access to patient records for healthcare researchers and planners.

Giving researchers and planners access to patient information can help find new treatments and improve care for everyone.

They will only see coded information like your medicines, or what illnesses you have. Your name and any personal details are removed or replaced with a code before anything is accessed. They are only allowed access if they meet strict security and ethical standards. Their research must also be in the public interest. Your health records will stay within the NHS, and researchers will only be allowed to view the parts of your record that they have permission to access.

Find out more about the North East and North Cumbria Secure Data Environment.

Union Brae and Norham Practice operates a smoke-free policy. Smoking is not allowed on any part of either practice premises.

SOCIAL MEDIA POLICY

FOR PATIENTS AND MEMBERS OF THE PUBLIC

Updated: July 2026
Review Due: July 2027

There are many social media platforms that are widely used by staff, patients, and members of the public such as Facebook, Twitter, Instagram, YouTube, WhatsApp, and LinkedIn. 

Our practice has Facebook and Instagram social media accounts which provide a range of useful information for our patient population.  We have a duty to maintain patient confidentiality and to safeguard vulnerable patients. You can help us achieve this by adhering to the code of conduct outlined in this guidance. 

Patients and members of the public are expected to adhere to the following code of conduct at all times: 

• Users of portable devices are required to use them in a courteous and considerate manner, that is respectful of others. Unless agreed with the clinician, portable devices should not be used during consultations. 

• Information about other patients and staff members is confidential. Patients must not disclose any identifiable information about others on social media without the express permission of that person. 

• Patients and members of the public should not use any social media platform to make or cancel appointments, share medical information with the practice or make contact with a member of staff. Any such contact with the practice should be via appropriately confidential and routine communication methods. 

• Photographs or any media recordings are not permitted in the waiting room or areas where other patients are present, nor should patients take photographs or media recordings of any staff without their explicit consent. 

• Should patients wish to leave a review about Union Brae & Norham Practice this should be done via the Friends & Family test or submitting feedback to the practice in writing following their process. 

• Patients or members of the public must not post comments on social media that identify staff who work at the practice. 

• Patients or members of the public must not post any material that is inaccurate, threatening, obscene, defamatory, or unlawful. Any such posts on the practice Facebook page and/or other social media platform will be deleted by the Practice and/or reported to the applicable media platform. Further guidance to this can be found here.
  
  
• Derogatory and offensive comments about our team will not be tolerated on any social media platform. The Malicious Communications Act 1988 and the Communications Act 2003 make it an offence for a patient to send online messages or posts that contain threats, grossly offensive, obscene, menacing, or false information, where the sender’s intention is to cause the recipient distress or anxiety. Legal advice will be sought, and the appropriate action taken against any individual who posts defamatory comments. 

FEEDBACK & CONCERNS

• We appreciate any feedback our patients may have, good and bad.  However, if you wish to make a complaint, we kindly request that you do so using our designated complaints procedure. We will only respond to complaints made to the practice in accordance with the practice policy and a complaint made on any social media platform may be deleted. Click to view our complaints procedure.

Dr Sarah Ruffe
MB ChB, DRCOG, DFFP
Joined the practice in 1997 and is now Senior Partner.

Dr Neil Forster
MB ChB, MRCGP, DOccMed
Joined the practice in 2004 and is a Partner.

Dr Katherine Reay
MB ChB
Joined the practice in 2019 and is a Partner. 

Dr Helen Jeffreys
MB BS MRCGP DRCOG DFSH
Joined the practice in 2025 and is a Partner. 

Dr Jane Howson
MB ChB
Joined the practice in 2014 and is a Salaried GP.

Dr Gillian Guthrie
MB ChB
Joined the practice in 2014 and now works as a Clinical Supervisor.

Wayne Mckay
MCPARA, FdSc, BSc
Joined the practice in 2023 and is an Advanced Clinical Practitioner.

Christine Ritchie - Advanced Nurse Practitioner

Zoe Perks - Practice Nurse

Dawn Dewar - Practice Nurse

Leoni Marshall - Practice Nurse

Sarah Allen - Health Care Assistant

Alison Mallorie-Lewis - Health Care Assistant

Anne Kossmann – Practice Manager

Susan Rutherford - Finance Manager

Julie Blythe - Assistant Practice Manager

Union Brae Surgery

Julie Storm – Reception Supervisor

Carol Greens - Senior Administrator-Reception/Social Media Manager

Jan Ross - Administrator/Reception

Margaret Minto – Administrator/Reception

Tracey Purves - Administrator/Reception/Dispenser

Emma Colman – Administrator/Reception

Gail Hope – Secretary

Brooklyn Gautry – Medicines Manager/Secretary

Ellie Cross – Administrator/IIF Co-Ordinator

Norham Branch Surgery

Deborah McLeman - Branch Manager/Dispenser

Fiona Lowes - Administrator/Dispenser

The practice will be closed for training on the 3rd Wednesday of every month from 1 - 4.30pm. 

The practice will also be closed for regional training events.  We will make patients aware when these are taking place once we are informed by the PCN or ICB.

Everyone in the UK now has a summary care record as part of their medical records. This is a summary sheet containing your medication details, allergies, and long term medical conditions. This information will only be used by medical professionals in an emergency situation and where you or someone with you is unable to give consent to release this information to assist your care. If you DO NOT want emergency services to be able to access this information please let us know and we will mark your medical records accordingly.

The Practice values all our staff who are working very hard to provide you with the best service possible. We would request that you treat them with respect at all times. 

The Practice operates a zero tolerance policy with regard to violence and abuse towards any member of staff. This may include any physical threats of harm, verbal and/or written abuse. Any abuse of our staff (including on social media sites or outwith the practice), will be dealt with using a formal conduct warning which may result in the perpetrator being removed from the practice list and/or reported to the police. 

The Practice aims to provide the highest standards of care to all its patients. 

The Practice will respect your individual needs and listen to what you have to say. 

The Practice will always explain as fully as possible any treatment we propose, possible side-effects and any other options before a decision is made.

The Practice aims to ensure you receive the best possible care from the NHS at all times. Should you need to be referred, we will do our utmost to ensure you receive the necessary care and treatment from consultants, specialist health services or other agencies. Where possible/appropriate, the GPs will offer you a choice of referral in line with the Government’s Choose and Book scheme. 

The Practice welcomes your comments/suggestions/complaints and act upon them accordingly.

Please complete the Friends and Family Test form to provide your feedback.

Our Receptionists are very knowledgeable and will answer any questions you may have. Our receptionists will signpost you to the most appropriate service for your needs. If you wish to speak in private away from reception please mention this to the reception staff

Should you wish to raise your concerns or make a complaint please ask to speak to one of our Complaints Managers; Julie Blythe or Anne Kossmann.

Union Brae Surgery, Tweedmouth, Berwick upon Tweed, TD15 2HB

Telephone: 01289 330333

Out of Hours Telephone: 111

Pedwell Way Surgery, Norham, Berwick Upon Tweed, TD15 2LD

Telephone: 01289 382265

Out of Hours Telephone: 111

Click here to view in PCN Locations