We welcome feedback about your experiences, as it lets the practice know what we are doing well and where we could improve.

Talk to us.

The Practice is committed to providing high-quality, person-centred care and treatment that’s both safe and effective. However, we understand that there are times when things go wrong. If something goes wrong, or you’re dissatisfied with what we have or haven’t done, tell us and we’ll do our best to put things right. If we can’t resolve matters in the way you want, we’ll explain why it’s not possible to do as you suggest.

Understandably, you might be upset or distressed when formally raising concerns about you or your loved one’s care. As a result of this, our practice team will treat you with respect and dignity throughout this emotional time. It’s expected you show the same courtesy to them.

We hope that, if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and allow us to improve our services.

Who to talk to

You can speak to any member of staff initially about your concerns. This allows us to work with you to resolve any concern you may have without going through a formal process. Most complaints are best resolved within the practice, and formal complaints should be made via our Practice Manager.

If you feel unable to raise your complaint with us directly or if you believe this is not appropriate, you can raise your complaint with the ICB who commission and pay for the NHS services you use by:

Email: at wyicb.complaints@nhs.net

Telephone: 01924 552150*

*Monday to Friday 9-5 pm, excluding bank holidays.

Please note that the team receives a high number of telephone calls daily and may not be able to respond instantly to each one.

In writing: West Yorkshire Integrated Care Board Complaints Team, White Rose House West Parade, Wakefield WF1 1LT

Please note: The ICB is unable to consider or reconsider the same concerns or complaints you have raised with us.

Citizens Advice Bureau also provides information and advice about making complaints.

Take it Further.

If, after receiving our final decision, you remain dissatisfied you can ask the Health Service Ombudsman, to independently review, your complaint.

The Ombudsman is independent of the NHS and free to use. It can help resolve your complaint and tell the NHS how to put things right if it has got them wrong.

The Ombudsman only has legal powers to investigate certain complaints. You must have received a final response from the Practice before the Ombudsman can look at your complaint and it will generally not investigate your complaint if it happened more than 12 months ago unless there are exceptional circumstances.

Address: Parliamentary & Health Service Ombudsman
Tower 30
Millbank
London SW1P 4QP
Phone: 0345 015 4033

Their lines are open: Monday to Thursday 8.30 am to 5.00 pm | Friday 8.30 am to 12 pm.

Before considering taking this step, we hope you would let us know what aspect of the complaint has not been dealt with satisfactorily and provide an opportunity for us to consider whether there is anything further that could be done locally to resolve matters.

The practice complies with data protection and access to medical records legislation. Identifiable information about you will be shared with others in the following circumstances:

• To provide further medical treatment for you e.g. from district nurses and hospital services.
• To help you get other services e.g. from the social work department. This requires your consent.
• When we have a duty to others e.g. in child protection cases anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.

If you do not wish anonymous information about you to be used in such a way, please let us know.

Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.

Freedom of Information

Information about the General Practioners and the practice required for disclosure under this act can be made available to the public. All requests for such information should be made to the practice manager.

Access to Records

In accordance with the Data Protection Act 1998 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the practice manager and may be subject to an administration charge. No information will be released without the patient consent unless we are legally obliged to do so.

Your Data Matters to the NHS

Information about your health and care helps us to improve your individual care, speed up diagnosis, plan your local services and research new treatments. The NHS is committed to keeping patient information safe and always being clear about how it is used.

How your data is used

Information about your individual care such as treatment and diagnoses is collected about you whenever you use health and care services. It is also used to help us and other organisations for research and planning such as research into new treatments, deciding where to put GP clinics and planning for the number of doctors and nurses in your local hospital.  It is only used in this way when there is a clear legal basis to use the information to help improve health and care for you, your family and future generations.

Wherever possible we try to use data that does not identify you, but sometimes it is necessary to use your confidential patient information.

You have a choice

You do not need to do anything if you are happy about how your information is used. If you do not want your confidential patient information to be used for research and planning, you can choose to opt out securely online or through a telephone service. You can change your mind about your choice at any time.

Will choosing this opt-out affect your care and treatment?

No, choosing to opt out will not affect how information is used to support your care and treatment. You will still be invited for screening services, such as screenings for bowel cancer.

What do you need to do?

If you are happy for your confidential patient information to be used for research and planning, you do not need to do anything.

To find out more about the benefits of data sharing, how data is protected, or to make/change your opt-out choice visit www.nhs.uk/your-nhs-data-matters

Download a copy of the patient leaflet

What is GDPR?

GDPR stands for General Data Protection Regulations and is a new piece of legislation that will supersede the Data Protection Act. It will not only apply to the UK and EU; it covers anywhere in the world in which data about EU citizens is processed.

The GDPR is similar to the Data Protection Act (DPA) 1998 (which the practice already complies with), but strengthens many of the DPA’s principles.

The main changes are:

• Practices must comply with subject access requests.
• Where we need your consent to process data, this consent must be freely given, specific, informed and unambiguous.
• There are new, special protections for patient data.
• The Information Commissioner’s Office must be notified within 72 hours of a data breach.
• Higher fines for data breaches – up to 20 million euros.

GDPR Patient Leaflet

Patient Privacy Notice

Privacy Information Leaflet

Childrens Privacy Information Leaflet

All GP practices are required to declare the mean earnings (e.g. average pay) for GPs working to deliver NHS services to patients at each practice.

The average pay for GPs working at the surgery in the last financial year before tax and National Insurance was £92,761.

This is for 1 part time GP and 3 locum GPs who worked in the practice for more than 6 months.

There is a new Central NHS Computer System called the Summary Care Record (SCR). It is an electronic record which contains information about the medicines you take, allergies you suffer from and any bad reactions to medicines you have had.

Why do I need a Summary Care Record?

Storing information in one place makes it easier for healthcare staff to treat you in an emergency, or when your GP practice is closed.

This information could make a difference to how a doctor decides to care for you, for example which medicines they choose to prescribe for you.

Who can see it?

Only healthcare staff involved in your care can see your Summary Care Record.

How do I know if I have one?

Over half of the population of England now have a Summary Care Record. You can find out whether Summary Care Records have come to your area by looking at our interactive map or by asking your GP

Do I have to have one?

No, it is not compulsory. If you choose to opt out of the scheme, then you will need to complete a form and bring it along to the surgery. You can use the form at the foot of this page.

More Information

For further information visit the NHS Care records website

Download the opt out form