Complaints Policy

We make every effort to give the best service possible to everyone who attends our practice.

However, we’re aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

To pursue a complaint please contact the Practice Manager who will deal with your concerns appropriately.

Further written information regarding the complaints procedure is available here or from reception.

To view the Practice Complaints Procedure Patients Booklet, click here.

West Yorkshire Patient Advice and Liaison Service (PALS)

The Patient Advice and Liaison Service, known as PALS, has been introduced to ensure that the NHS listens to patients, their relatives, carers and friends, and answers their questions and resolves their concerns as quickly as possible.

PALS also helps the NHS to improve services by listening to what matters to patients and their loved ones and making changes, when appropriate.

What do PALS do?

  • Provide you with information about the NHS and help you with any other health-related enquiry
  • Help resolve concerns or problems when you are using the NHS
  • Provide information about the NHS complaints procedure and how to get independent help if you decide you may want to make a complaint
  • Provide you with information and help introduce you to agencies and support groups outside the NHS
  • Inform you about how you can get more involved in your own healthcare and the NHS locally
  • Improve the NHS by listening to your concerns, suggestions and experiences and ensuring that people who design and manage services are aware of the issues you raise
  • Provide an early warning system for NHS Trusts and monitoring bodies by identifying problems or gaps in services and reporting them

Contact PALS

The West Yorkshire PALS service is part of the NHS Bradford District and City CCGs and is based at:

Scorex House (west) 1,
Bolton Road,
Bradford,
BD1 4AS

The service can be contacted on 0800 0525 270 or email WestYorksPALS@nhs.net

You can also contact the Patient Support Line on  01274 237562 or email bdc.complaints@nhs.net

Confidentiality & Privacy

You can access and use our website without giving us any personal information.

Our practice complies fully with all data protection and access to records legislation.

The practice holds information about patients registered with the practice for the purposes of providing services and ensuring a high standard of patient care.

This information may include:

  • Personal details (date of birth, address etc.)
  • Any contact you have with the Practice (appointments, telephone conversations etc.)
  • Notes about you and your health
  • Details of your treatment and care
  • Results of any investigations (blood tests etc.)
  • Relevant information provided by other healthcare professionals, relatives or carers

Non-clinical members of staff have access to the information that they need in order to do their jobs. They are bound by the same legal, ethical and contractual obligations of confidentiality.

There are occasions when the practice may share information with other services or healthcare professionals. This will only be under the following circumstances:

  • When you have specifically consented to sharing your information
  • When the practice is required to share certain information by law
  • When there is a clear public interest in sharing information

GDPR Privacy Notice

Download

A copy of our GDRP Policy can be downloaded below. Please read the document carefully.

Download

Keeping your personal information secure is taken very seriously at Kensington Partnership.

There are many steps we have taken in order to ensure that your personal data is looked after correctly and securely.

Please read the document carefully as it contains important information on how we use the personal and healthcare information we collect on your behalf:

The below document sets out the steps taken by the practice to comply with the General Data Protection Regulation 2018 and the Data Protection Act 2018, including your rights to access your information and to have your information corrected where necessary.

Access to Records

Freedom of Information

Information about the General Practitioners 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 General Data Protection Regulation and the 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 (apart from in exceptional circumstances when we are legally obliged to do so).

Zero Tolerance Policy

A zero tolerance policy towards violent, threatening and abusive behaviour is now in place throughout the National Health Service.

This practice takes a “zero tolerance” approach to violence and aggression, and this is strictly observed by all personnel. The aim of this policy is to protect everyone who works at the practice from possible harm or aggressive behaviour.

The policy also helps to fulfil the practice’s obligations to provide a safe place to work; practice philosophy is that violence is unacceptable in whatever form it takes, for whatever reason.

The staff in this practice have the right to work in an environment free from violent, threatening, aggressive or abusive behaviour and everything will be done to protect that right.

At no time will any violent, threatening, aggressive or abusive behaviour be tolerated in this practice, either in person or over the telephone.

Physical and verbal abuse includes:

  • Unreasonable and / or offensive remarks or behaviour / rude gestures / innuendoes
  • Sexual and racial harassment
  • Threatening behaviour (with or without a weapon)
  • Actual physical assault (whether or not it results in actual injury) includes being pushed or shoved as well as being hit, punched or attacked with a weapon, or being intentionally struck with bodily fluids or waste products
  • Attacks on clinicians, members of staff or the public
  • Discrimination of any kind
  • Damage to staff property or practice property

Please remember:

  • Our Practice staff are here to help you
  • Our aim is to be as polite and helpful as possible to all patients
  • If you consider that you have been treated unfairly or inappropriately, please ask the reception staff to contact the Practice Manager, who will be happy to address your concerns
  • Please help us to help you

If you do not respect the rights of our staff we may choose to inform the police and make arrangements for you to be removed from our practice list.

Chaperone Policy

This Practice is committed to providing a safe, comfortable environment where patients and staff can be confident that best practice is being followed at all times and the safety of everyone is of paramount importance.

All patients are entitled to have a chaperone present for any consultation, examination or procedure where they consider one is required. The chaperone may be a family member or friend, but on occasions a formal chaperone may be preferred.

Patients are advised to ask for a chaperone if required, at the time of booking an appointment, if possible, so that arrangements can be made and the appointment is not delayed in any way. Where this is not possible we will endeavour to provide a formal chaperone at the time of request. However occasionally it may be necessary to reschedule your appointment.

The Healthcare Professional may also require a chaperone to be present for certain consultations in accordance with our chaperone policy.

All trained chaperones understand their role and responsibilities and are competent to perform that role.

There is no common definition of a chaperone and their role varies considerably depending on the needs of the patient, the healthcare professional and the examination being carried out.

Their role can be considered in any of the following areas:

  • Emotional comfort and reassurance to patients
  • Assist in examination (e.g. during women’s health clinics)
  • Assist in undressing
  • Act as interpreter
  • Protection to the healthcare professional against allegations / attack

If you would like to see a copy of our Chaperone Policy or have any questions or comments regarding this please contact the Practice Manager.

Care Data

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. Information which 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.

Patient Involvement

If you are able to commit some time and energy to helping the practice improve its services for everybody in our community, perhaps you would consider joining our active and dedicated Patient Participation Group.

For more details, including how to join, please email our Patient Engagement Lead, Joanne Ward:

Email address: Joanne.Ward@bradford.nhs.uk