Confidentiality

All NHS staff are trained in information security and confidentiality and have a legal duty to keep your information confidential. There are strict rules in place to ensure your information is kept safe. If information is required by other parties other than the NHS, your written consent will be sought prior before divulging any information.

Our Surgery Charter

The Doctors will always to their best for you, but need your help to provide quality care. Please show your support by following these simple guidelines:

 

- Mobile Phones - Please turn your mobile off or onto silent whilst on the surgery premises. Please do not use your phone on the premises.
- NHS Zero Tolerance - The practice operated a zero tolerance policy, any person using verbal or physical abuse will be removed from the practice list.
- Please treat your Doctor and staff with politeness as you would expect to be treated by them.
- Please cancel appointments in good time so the appointment can be re-used.
- One appointment is for one person.
- If you are more than 10 minutes late, you may be asked to make another appointment.
- Please think twice before call a Doctor to your home, is a visit really necessary?
- Please do not expect a prescription every time you visit the surgery, good advice is often the best treatment.
- Please remember the Doctors are only human, they cannot solve all your problems and some illnesses cannot be cured.
- Please keep children under control on the premises, they should not be allowed to wander unsupervised and may become at risk.
- So we can maintain accurate records, please ensure you update us of any change of name, address, contact numbers etc.

 

As a patient, you can expect:

 

- To be treated courteously at all times.
- To be given information about the availability of services within the practice.
- To be given an appointment as per your request where ever possible.
- To be seen within 30 minutes of your appointment time and if not, to be given an explanation of the delay.
- To be able to speak to any member of staff in private if you ask to do so.
- To have your medical records treated in confidence.
- To be kept fully informed about all aspects of your condition, possible treatments and side effects.

 

Zero Tolerance Policy

Any person using physical or verbal abuse or behaving inappropriately towards any member of staff or patient, will be removed from the practice list.

Complaints Procedure

If you have a complaint about the practice, we are keen to solve it as quickly as possible. Please contact either the Reception Manager or Practice Manager in person or in writing. Our policy is to acknowledge your complaint within 3 working days. We will then investigate the complaint and aim to provide resolution as quickly as possible.

If you are unhappy with the way your complaint has been handled, or feel unable to raise your complaint with us, you can complain directly to:
PALS (Patient and Liaison Service),Commissioning Support Unit, Douglas Mill, Bowling Old Lane, Bradford BD5 7JR. Tel: 0300 3112233

If you are still unhappy, the Parliamentary and Health Service Ombudsman (PHSO) can help. This should be done within 12 months of the outcome of your complaint. They can be contacted at PHSO, Millbank Tower, Millbank, London SW1P 4QP. Tel 0345 015 4033.

 

For more NHS information and services please visit NHS Choices or NHS 111