Click here to download Privacy policy.
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 : The Complaints Department, NHS Leeds, North West House, West Park Ring Road, Leeds, LS16 6QG Tel: 0113 3057370. NHS Leeds will then undertake the complaint handling on your behalf. 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.
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 at North West House, West Park Ring Road, Leeds, LS16 6QG Tel: 0800 0525270.
This information is also displayed in the waiting room.
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.
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 are now using a new text messaging service which will give you prior warning for an appointment which is booked. It also allows you to cancel the appointment if you do not require this. Please make sure we have your correct mobile phone numbers so that you can make full use of this service.
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
Please try to only ring early morning between 8.30 and 10.00am,if you need an urgent appointment as this is the busiest time.
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.
Please do not telephone on behalf of any patient who is over 16 years old, the doctors and staff will not discuss any patient or give out results for any patients. This would be breech patient confidentiality. Unless we have written consent from that young person.
Certificate for sickness – self certification for the first 5-7 days is normal depending on your workplace. If you are requiring an ongoing sick note please ask reception as the doctor may not need to see you face to face if they are aware of your condition.
Zero Tolerance
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 on the telephone will be removed from the practice list and reported to the police is appropriate. The practice will report the incident to PSCE and a request made for the removal of the patient from the practice list with immediate effect.
Click here to download Fair processing policy.
If you are interested in helping us improve our service and are able to attend our forum meetings please contact reception for more information. We meet 3 monthly and try to implement any significant changes identified by the group
We are trying to broaden our group to make sure we are providing a service for all groups of people. Currently looking for young mothers and young males who could give some time and views to our group. Also anyone who is a carer or in the ethnic minority groups.
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).
We always strive to provide the best possible service. If you have suggestions please write them down and hand them to the receptionist.
We have feedback forms in the waiting room which go directly to the CCG if you feel you want to raise an issue with them directly. Please feel free to put positive or negative comments.
There is a direct phone number if you find this easier which will feedback directly to the CCG 0800 0525 270.
You can also put comments on NHS Choices.
This will help us to ensure we are doing the best for our patients.
