Policies

Confidentiality

The practice complies with Data Protection legislation and we make every effort to preserve patient confidentiality. We ask you for personal information to ensure that you receive appropriate care and treatment. For the practice to function effectively it is sometimes necessary for medical information about you to be shared between members of the practice team. It will be shared with others only to provide further medical treatment for you, e.g. from hospital services, or to enable you to access other services, e.g. from the social work department.

Complaints

We aim to give a friendly and professional service to everyone who attends our practice. However, if, for any reason, our service should fall below our patients’ satisfaction, we take all complaints very seriously. If you would like to make a complaint regarding the surgery or the services we offer, please contact the Practice Manager, either by telephone or in writing, who will make every effort to respond to your concerns as soon as possible. All complaints will be treated as confidential.

Freedom of information

The practice produces a complete guide to the information routinely made available to the public by our GPs. A copy of this guide is available from reception.

Patient charter

We aim to treat our patients courteously at all times and expect our patients to treat our staff in a similarly respectful way. It is your responsibility to keep your appointments, inform us of your past illnesses, medication, hospital admissions and any other relevant details. Our patient charter is available in full at reception. For further information on any of our policies, please contact the practice manager.

Disability and discrimination

We will provide care, now and in the future, to all our patients without discrimination and irrespective of patient’s age, sex, race, beliefs or special needs. We expect that patients will show no discrimination towards other surgery users, members of the practice team or our colleagues in the NHS. The surgery has disabled access and facilities for disabled patients.

Zero Tolerance Scheme

The scheme aims to protect doctors and their staff and patients who use the surgery from people whose behavior is regarded as unacceptable, abusive, physically or verbally threatening; and they may be prosecuted by the West Yorkshire Police under the scheme. Such patients will be removed from the practice list.

Practice Charter

How can we help you?

  • You will be received by named staff, who will be courteous and efficient. They will be trained for the position they hold with the practice.
  • The telephone will be answered promptly and your request dealt with as swiftly as possible. Waiting times will be kept to a minimum, and if there is an unforeseen delay, you will be kept informed.
  • The waiting room area will be kept warm, clean and tidy with sufficient reading material. Repeat prescriptions will be ready 2 working days after they are requested.
  • Complaints should be addressed to the Practice Manager and will be directed and investigated as necessary and appropriate action taken to rectify the situation. The complainant will receive a prompt written reply. Confidentiality will be respected at all times.
  • Professional health care workers within the practice will have access to patient’s records at an appropriate time.

How you can help us?

  • If more than one patient needs to be seen, please book one appointment per patient
  • If you are unable to keep your appointment please inform us as soon as possible
  • Arrive on time for your appointment
  • Home visits are only to be requested when the patient is unable to attend the surgery. Ideally make requests for visits before 10am
  • Requests for late visits are only for urgent cases only, not routine problems
  • Please try to keep children under control in the surgery
  • We ask that patients treat staff and doctors with courtesy and respect. The job of a receptionist can be difficult; our staff are trying to do their best for you