Information about you and the care you receive is shared, in a secure system, by healthcare staff to support your treatment and care.
It is important that we, the NHS, can use this information to plan and improve services for all patients. We would like to link information from all the different places where you receive care, such as your GP, hospital and community service, to help us provide a full picture. This will allow us to compare the care you received in one area against the care you received in another, so we can see what has worked best.
Information such as your postcode and NHS number, but not your name, will be used to link your records in a secure system, so your identity is protected. The information that does not reveal your identity can then be used by others, such as researchers and those planning health services, to make sure we provide the best care possible for everyone.
You have a choice. If you are happy for your information to be used in this way you do not have to do anything. If you have any concerns or wish to prevent this from happening, please speak to practice staff or download the opt-out form below, complete it and return it to the practice
We need to make sure that you know this is happening and the choices you have.
You can find out more on the NHS England Care Data website.
We take complaints very seriously. If you have a complaint or concern about the service you have received from any of the clinicians, or any of the staff working within the practice please let us know. We operate a practice complaints procedure as part of the NHS system for dealing with complaints.
How to complain
We hope that most problems can be resolved easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be resolved in this way and you wish to make a formal complaint, this should be put in writing, as soon as possible, ideally within a matter of days or at the most a few weeks. This will enable us to establish what happened and resolve your complaint more easily.
Complaints should be addressed to the Practice Manager – Lauren Hill or alternatively, you may ask for an appointment with her in order to discuss your concerns; she will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly.
What will we do
We shall acknowledge your complaint in writing, within three working days of receipt and aim to have reviewed your complaint and provide a response to you providing details of our findings within ten working days of the date when you raised your complaint with us. When we investigate your complaint we would aim to:
Conduct a thorough investigation into your complaint.
Offer you the opportunity to discuss your complaint in more detail with the Practice Manager if appropriate.
Make sure you receive a full and open explanation of our findings with regards to your complaint.
Identify what we can do to ensure a satisfactory conclusion for resolving your complaint.
Identify how we can learn from the complaint and introduce measures wherever possible to ensure that re-occurrences do not happen.
Offer our apologies for any distress or inconvenience caused to you or your family.
Complaining on behalf of someone else
Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A letter signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.
Complaining to the NHS Commissioning Board
We hope that if you have a problem you will use our practice complaints procedure. We believe this will give both of us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice and patient care.
This does not affect your right to approach the NHS Commissioning Board, if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigations. You can contact the NHS England Commissioning Board
Tel: 0300 311 2233
NHS England. PO BOX 16738 Redditch. B97 9PT Tel: 0300 311 2233
Other useful contacts
Patient Advice and Liaison Services (PALS) West Yorkshire. Tel: 0800 052 5270
Parliamentary & Health Services Ombudsman. Tel: 0345 015 4033
All GP Practices are required to declare mean income (ie average pay) for GPs working to deliver NHS services to patients at each practice.
The average pay for GPs working at Mirfield Health Centre in the last financial year was £83,272 before Tax and National Insurance. This is for 5 full-time GPs, 1 part-time GP and 1 locum GP who worked in the practice for more than six months.
Mission Statement and Values
Mirfield Health Centre Mission Statement
As a practice team we will strive to provide excellence in health care to meet the needs of our patient population; as we believe through high quality, personal care – delivered collaboratively, innovatively and transformatively – we can contribute to happier, healthier lives for our patients.
Our Core Values are:
NHS Zero Tolerance
This practice subscribes to the NHS Zero Tolerance Policy. This means we will not accept any abuse, verbal or otherwise, from members of the public. Such action may result in you being asked to find another doctor.
This charter has been developed by the practice to benefit our patients. The doctors in the practice wish to state the minimum standard of care all patients registered at the health centre can expect and also state the patient’s responsibility.
Our Responsibility To You
- A caring, professional attitude by all doctors and staff at the health centre.
- Full confidentiality in respect of all aspects of your medical history.
- A home visit from a doctor if, because of illness or disability, a patient is unable to come to the surgery.
- Appropriate medication or advice for all medical conditions.
- Referral to a consultant if the doctor considers it necessary and for a second opinion if considered desirable.
- An explanation of a patient’s illness, treatment and as far as possible the likely outcome.
- Access to medical records under the terms of the Data Protection Act 1998.
- The results of any medical tests to be made available as soon as possible – the patient to be notified by a member of the practice staff of any abnormal results of major significance.
- The offer of health promotion services aimed at promoting good health.
- Prompt attention to complaints patients may make with regard to any aspect of the practice.
- Repeat prescriptions to be available within 48 hours of the repeat list being received at the health centre.
- Facilities to be made available for patients with disabilities.
- The commitment of the doctors and nurses to continuing medication education so that they keep abreast of recent advances in patient care.
- Attention is given to any suggestions made for improved patient services at the health centre. The practice manager will ensure that these are dealt with quickly and efficiently.
Your Responsibility To Us
- Attending appointments on time and giving notice if you wish to cancel.
- Making one appointment for one problem – multiple consultations during a single appointment do not allow the good practice.
- Attending the surgery for medical attention if at all possible. Home visits are meant for patients who are too ill or disabled to come to the surgery.
- Contacting the surgery personally for results of laboratory tests or x-rays results etc.
- Informing us of any change of name, address or telephone number.
- Please try to keep your telephone calls brief and avoid calling between 8.30 and 11.00 am for non-urgent matters.
- Please remember it is not the receptionist’s fault if the doctor is delayed. Next time it could be you that needs extra consultation time.
- Please ensure mobile phones are switched off when you are in the health centre.
- We ask that you treat doctors and practice staff with courtesy and respect. Doctors have the right to ask for patients to be removed from their list.
Comments & Complaints
The doctors would be very pleased to receive any comments from patients on the service they provide. A suggestion box is available in the waiting room. Should anyone have a complaint then please ask to speak to the practice manager. A leaflet is available giving more details of the complaints procedure.
We have a confidentiality policy to which all members of staff adhere to. Anything you discuss with any member of this practice – doctor, nurse, receptionist – will remain confidential.