Church Street SurgeryOssett Health VillageKingswayOssett, WF5 8DFTel: 01924 217667
The partners from time to time of Church Street Surgery of Ossett Health Village, Kingsway, Ossett, WF5 8DF (“the Practice”) collect and use personal data about you in order to provide your healthcare. Our aim is to maintain full and accurate records of the care we provide for you and keep this information confidential and secure. The following Privacy Notice sets out the legal basis for processing your data:
Church Street Surgery Patient Privacy Notice February 2019
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. For further information please contact the practice manager, Elizabeth Frankland.
There are circumstances when other people, ie healthcare professionals may require access to your information in order to carry out your treatment. Please pick up a leaflet at reception giving full details about why your information may be shared and with whom.
If you request that an external organisation such as a solicitor or life assurance company etc is provided with a medical report or information about your medical history you will be asked to provide your consent. This work is normally private work and incurs a fee.
The practice is always looking to develop and improve its systems and procedures and your comments are always welcome. In a time of so much change it is vitally important to constantly re-assess our procedures.
The practice tries to provide the best service possible but recognises that occasionally things don’t always go as you would wish. The practice operates an in-house complaints system which complies with the NHS complaints procedure. This procedure does not deal with matters of legal liability or compensation. In some cases, the in-house procedure is not an appropriate form of investigation, in which case you will be referred to the appropriate authority.
Your complaint should be addressed to the practice manager, Elizabeth Frankland, who will ensure that it is investigated thoroughly and as speedily as possible. We will acknowledge your complaint within 2 days and aim to report back to you within 10 working days, although in some cases more time may be required.
Please note that the practice must ensure strict adherence to the rules of medical confidentiality. We cannot provide confidential information without appropriate authority if you are not the patient in question.
We can help you write down your complaint if you feel you need help to do so. Please do not hesitate to contact Elizabeth Frankland who will be pleased to assist you.
Complaints will be thoroughly investigated by the lead GP and the practice manager who will respond in writing explaining the situation, the reasons for the action taken, where appropriate, and any lessons learned.
If you are dissatisfied with the outcome of the practice investigation please contact the practice manager, Elizabeth Frankland, on 01924 217 999. Alternatively you may wish to discuss the matter further with a conciliator, an independent lay person, who acts as an intermediary in such cases. If you wish to pursue this or would like more information about the conciliation process, please either telephone (01924) 317634 or write to the Complaints Department, Wakefield District Primary Care Trust, White Rose House, West Parade, Wakefield, within 28 days. You can also contact the Primary Care Trust's complaints manager, Adam Bassett, on 01924 213 050 or write to The Complaints Manager, NHS Wakefield District, White Rose House, West Parade, Wakefield, WF1 1LT.
If, after this, you are still dissatisfied you have the right to ask the Parliamentary and Health Service Ombudsman to review your case. The Parliamentary and Health Service Ombudsman is responsible for reviewing complaints about the NHS where these have not been resolved locally. The Parliamentary and Health Service Ombudsman can be contacted by telephone on 0345 015 4033, or in writing at the following address: The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP or visit their website at www.ombudsman.org.uk.
If you require any support taking your complaint further you can contact the Independent Complaints Advisory Service on 0845 120 3734.
The practice will not tolerate patients who are violent or abusive to any member of staff. The Primary Care Trust will be informed immediately and the patient will be removed from the list immediately and transferred to the Safe Haven Scheme for violent and abusive patients.
To find out how Church Street Surgery implements the NHS Constitution, click on this link: How Church Street Surgery Implements the NHS Constitution
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