Phone: 0113 295 6888

Station Road  •  Drighlington  •  BD11 1JU


Patients Charter

  • You will be greeted in a courteous and welcoming manner.
  • You have the right to expect confidentiality at all times. A separate room is available for confidential matters. Prior notice is required.
  • The doctors aim to see patients as soon as possible. Where appointments are made you will be seen within twenty minutes or informed of any delays.
  • You have the right to information about your health and we encourage you ask questions.
  • We operate flexible system whereby people can be seen on the same day wherever possible.
  • You will be offered advice on how to maintain good health and avoid illness.
  • We offer a comfortable environment including facilities for less able people, children must be under parental supervision at all times (the practice will not accept responsibility).

Confidentiality and Consent

All employees have access to patient information held by the practice. This information is confidential and will not be divulged to anyone unconnected with your treatment without your consent. There are strict codes of conduct in place to ensure your information is safe, whether it is on paper or computer files. Where data is stored electronically, we comply with the Data Protection Act 1998. Any information shared with other specific NHS organisations is also bound by strict regulations in confidentiality. Medical information requested by other sources e.g. employers, insurance companies and solicitors is only provided with your written consent. You are entitled to receive a copy of any letter that the practice writes about you. This is usually in the form of referral letters to hospitals. Under the Data Protection Act 1998, you are legally entitled to access your clinical records from 1st October 1991, but we usually permit access to your full record. If you wish to access your records, please contact the Practice Manager for further advice. All requests to view medical records should be made in writing. The practice is allowed by law to charge a fee to cover administration costs.

Complaints

We always try to give the best service possible, but there may be times when you feel this has not happened. If you have a complaint regarding the practice please put it in writing and address it to the Practice Manager.

If you feel unable to discuss your complaint with the practice, you can direct your complaint to Leeds West CCG. They will undertake the complaint handling on your behalf. For feedback purposes there is an Ipad installed in the waiting area and also paper feedback available in the waiting area. Alternatively you also have the right to approach the Ombudsman whose contact details are: The Parliamentary and Health Service Ombudsman, Millbank, London SW1P 4QP Tel: 0345 0154003. Positive and negative feedback is welcome as we are very keen to improve our service. If you do not want to put it in writing please ring on 0800 0525 270

The Patient Advice and Liaison Service(PALS) provide confidential advice and support to assist you through the complaints procedure. They can also provide information about the different services available from the NHS. You can contact PALS.

Suggestions

We always strive to provide the best possible service. If you have suggestions please write them down and hand them to the receptionist. There are different forms of feedback available at the surgery. Alternatively you can call 0800 0525 270

Patient Responsibilities

In registering as a patient you agree to keep appointments when booked (or cancel, giving adequate notice of at least 2 hours). You also agree to behave in a social acceptable manner at all times. Repeated non attendance at appointments will almost always result in your removal from the practice list.We now have a new text messaging service which will give you prior warning about an appointment booked. It will also allow you to cancel if you do not need the appointment. For this service to work efficiently we would like all patients to make sure we have correct mobile numbers.

Please note that one appointment is booked for each patient. If more time is required please inform the receptionist at the time of booking the appointment. It is important that you inform us of change in contact numbers or address. If you are under the care of a hospital or are awaiting an appointment, please notify them too.

 

Think First

  1. Please try to avoid telephoning the surgery between 8.30am and 10.00am especially on Mondays, as this is the busiest time. Unless an urgent appointment is required.
  2. Please do not use the telephone to re-order prescriptions. Telephoning can cause dangerous mistakes and blocks the lines preventing patients getting through in emergency.
  3. Please do not telephone on behalf of any patient who is over 16 years old (unless you feel this is urgent) the doctors and staff will not discuss any patient or give out results for any patients. This would be breech patient confidentiality.
  4. Certificate for sickness – under government sick pay regulations:
    • a. No certificate is required for illness of 5 working days or less.
    • b. A self-certificate form should be completed if the illness lasts seven days (including Saturday). These are available from your place of work. If the illness last more than seven days, you will need to obtain a national insurance medical from your doctor. If your employer requires a certificate for an absence of less than seven days we can supply a private one, for which a fee is charged.

Zero Tolerence

The practice operates a zero tolerance policy in respect of aggression and violence. Any patient who commits a violent or aggressive act towards staff or other patients whilst on surgery premises, or in a place where the practice is providing a service, will be removed from the practice list and reported to the police. The practice will report the incident to WYCSA and a request made for the removal of the patient from the practice list with immediate effect.

PRIVACY NOTICE
How we use your medical records
Important information for patients

• This practice handles medical records in-line with laws on data protection and confidentiality.
• We share medical records with those who are involved in providing you with care and treatment.
• In some circumstances we will also share medical records for medical research, for example to find out more about why people get ill.
• We share information when the law requires us to do so, for example, to prevent infectious diseases from spreading or to check the care being provided to you is safe.
• You have the right to be given a copy of your medical record.
• You have the right to object to your medical records being shared with those who provide you with care.
• You have the right to object to your information being used for medical research and to plan health services.
• You have the right to have any mistakes corrected and to complain to the Information Commissioner’s Office. Please see the practice privacy notice on the website or speak to a member of staff for more information about your rights.
• For more information ask at reception for a leaflet