Comments or Complaints
As a professional organisation, we always welcome ideas and suggestions made by our patients in order to improve the service we offer.
If you have a complaint (or a compliment!) we would like to hear about it.
To produce a complaint or compliment patients should put the complaint or compliment into writing (email or letter) to Danni Steadman (manager).
The practice is registered under the Data Protection Act and our staff are bound by strict rules of confidentiality.
Access to patient information is granted only to those healthcare professionals who may currently be providing treatment to that patient.
Patient information is NOT disclosed to any other party without that patient’s consent.
There is a portable ramp available from reception at Batley for those patients who may require assistance with wheelchair access.
If you are unable to manage the stairs please inform reception when making appointments at Birstall.
The aim of this practice is to meet the health needs of the people it serves.
We are committed to giving you good service and we feel that this will be achieved by working together.
Please help us to help you.
Patients will be treated confidentially and with courtesy by all members of the practice.
Patients will be kept informed of:
- their illness and its treatment
- any preventative measures to take against recurrence
- any proposed investigations
- any referral to a consultant (acceptable to you).
- Patients will be given a courteous welcome by our receptionists who will help you to make
the best use of our facilities.
- We aim to see urgent cases the same day and non-urgent cases in routine appointments within 48 hours. We will attempt to enable you to see the doctor of your choice but this may mean waiting longer for an appointment.
- Any requests to be seen immediately will be referred to the doctor on duty.
- Home visits requested before 10.30am – and which the doctor deems appropriate – will be made the same day.
- Requests for home visits made after 10.30am will be referred to the doctor on duty and if not urgent may NOT be visited the same day.
- We aim to see patients within 30 minutes of their appointment time. If we are running late please be patient – on another occasion it may be you who needs the extra time.
- The practice nurses are available by appointment and provide advice and support on a variety of topics.
- Repeat prescriptions will be made available within 36 hours UNLESS the doctor responsible advises that the patient needs to be seen first.
- Patients are entitled to have access to their medical records subject to legal limitations.
Help Us To Help You
The practice asks You to help us by:
- arriving on time for your appointment.
- informing the practice as soon as possible if you cannot make your appointment or if it is no longer necessary.
- booking appropriately if more than one person needs to be seen – individual appointments are for one person only.
- letting us know if you change your address or telephone number.
- asking for home or night visits only if really necessary.
- treating our reception staff with courtesy. They have a difficult job to do.
- bringing a chaperone with you if you think that you may need one.
Freedom Of Information – Publication Scheme
The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme.
A Publication Scheme is a guide to the ‘classes’ of information the practice intends to routinely make available.
This scheme is available from reception.
What information do we collect about you?
We collect information when you voluntarily complete any form on this website.
We use web server Logs to monitor, measure, analyse, improve and troubleshoot services.
The web server hosting our website automatically collects audit logs of website usage.
These logs include the IP addresses of website users.
Web server logs are used to monitor, measure, analyse, improve, and troubleshoot services only.
They are not published and are used solely to maintain service quality.
This information is not shared with any external third party organisations.
This information is retained for up to 6 months.
Access To Your Information and Correction
You have the right to request a copy of the information that we hold about you.
If you would like a copy of some or all of your personal information, please Contact Us .
We want to make sure that your personal information is accurate and up to date.
You may ask us to correct or remove information you think is inaccurate.
In order to comply with your request we will ask you to verify your identity.
This website is https-secured, which means communication between the user’s web browser and the server hosting the website is encrypted and cannot be intercepted en-route.
It also means a padlock icon is visible in the browser address bar.
Our website contains links to other websites.
Content that is provided by the NHS choices library is tracked by NHS Digital.
NHS Zero Tolerance
The Practice takes it very seriously if a member of staff or one of the doctors or nursing team is treated in an abusive or violent way.
The Practice supports the Government’s ‘Zero Tolerance’ campaign for Health Service Staff.
This states that GPs and their staff have a right to care for others without fear of being attacked or abused.
Staff understand that unwell patients do not always act in a reasonable manner and will take this into consideration when trying to deal with a misunderstanding or complaint, however, aggressive behaviour, be it violent or abusive, will not be tolerated and may result in you being removed from the Practice list and, in extreme cases, the Police being contacted.
If removed from the list you may be placed on the ‘Safe Haven’ scheme operated in North Kirklees.
In summary, we will not hesitate to remove patients from our list who:
- are violent or abusive to any Practice member of staff.
- use or condone threatening or violent behaviour.
- cause damage/steal from the Practice’s premises/staff/patients.
- obtain drugs and/or medical services fraudulently.
We ask you to treat your GPs and their staff courteously at all times.