Stainland Road Medical Centre
The Responsibilities of the Practice
To give you absolute confidentiality and privacy in accordance with professional guidelines.
To treat you with respect and courtesy at all times.
To treat you as an individual, and to discuss with you the care and treatment we can provide.
To give you the most appropriate care by suitably qualified staff.
To provide you with urgent care when you need it during the times we are open.
To refer you to a consultant acceptable to you when necessary.
To give you access to your health records, subject to any limitations in the law.
Your Responsibilities as a Patient
To treat all staff with respect and courtesy at all times. The Practice will not tolerate any form of verbal or physical abuse.
To ask for a home visit only when the patient is unable to attend the surgery through illness or infirmity. If a home visit may be required please make this request before 11 o’clock in the morning.
To ask for an out of hours visit only when necessary.
To keep your appointments and to make separate appointments for each patient wishing to see the Doctor, One appointment per problem.
To let us know when you change your address or telephone number.
To be patient when the health worker you have come to see is delayed for any reason.
Confidentiality/Access to Medical Records
Patient records are extremely confidential and notes are only shared externally with those involved with the patients care e.g. hospital consultants.
Patients must give their consent if information is requested from other organisations e.g. insurance companies.
Patients are entitled to view their own notes and must contact the Practice.
This practice has a 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.
The practice welcomes all patient feedback - positive or negative, but if you do have any concerns we would prefer you write to us directly as per the complaints procedure below.
Please be aware that posting anything on-line that may construed as slanderous, inflammatory or derogatory will be treated as abuse and in line with our zero tolerance policy (see above)
Our aim is to provide the highest possible level of service and care. If you have any suggestions to make or if you are unhappy about any aspect of our service, please ask to see the Practice Manager who will be happy to discuss the problem and explain our in-house procedure for looking at complaints.
Complaints leaflet.pdf 2018
To make a Complaint to NHS England
To make a Complaint to NHS Calderdale CCG
Independent advice and support about NHS Complaints process
The Health Service Ombudsman
The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:
- Getting it right
- Being customer focused
- Being open and accountable
- Acting fairly and proportionately
- Putting things right
- Seeking continuous improvements
If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.
Tel: 0345 015 4033
Write: Millbank Tower, Millbank, London SW1P 4QP.
or see the website