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Burley Street Surgery

Burley Street Surgery, Burley Street
Elland, HX5 0AQ
T: 01422 372057 F: 01422 311563
E: burleystreetsurgery@nhs.net

Policies, Complaints and Other Information

Patient Confidentiality & Access To Medical Records

The Practice is registered and complies with the data protection act 1998. Our organisation and members of staff are fully aware that not only do we have a moral obligation to respect and maintain confidentiality but also a legal obligation to do so. 

In order to comply with the above act all our staff have undergone appropriate training in information security and the need to respect and maintain confidentiality.

Patient records are extremely confidential and notes are only shared externally with those involved with patient care.  

Patients with particular needs

Our surgery premises are purpose built and accessible to patients using a wheelchair.

In addition we also have a disabled WC.

Minor Ailments Scheme

The practice in conjunction with pharmacies across Calderdale, participates in the Minor Ailments Scheme.  This enables patients with minor ailments to be treated quicker by the pharmacist without the need for an appointment.

Please ask at reception, speak to the GP or the Practice Nurse for more information.

Our Pledge And Commitment To Patients

Patients must be able to trust their medical practitioner and other professional staff with all matters concerning their health and wellbeing.

To justify this trust, Dr Naz and all other members of staff give a firm undertaking that we all will show respect for life and adhere to all the principles of good medical practice:

  • To make the care of all our patient(s) our first concern
  • To protect and promote the health of all our patients
  • To provide a good standard of practice by:

    • Keeping our professional knowledge and skill up to date
    • Recognising and working within our limits of competence
    • Working with colleagues in a way which best serves our patients’ interests

  • To speak to all our patients in a polite and courteous manner at all times and show the utmost regard and respect for their privacy, dignity and their right to confidentiality.
  • To work in partnership with you and other patients by:-

    • Listening with understanding and empathy
    • Responding to your concerns and preferences, and providing support to improve and maintain your health.
    • Giving information which you require or need about your condition in a manner in which you are easily able to understand.
    • Involving you in the discussion to arrive at a shared decision before planning your care and treatment.

  • To never discriminate unfairly against you, other patients or colleagues
  • To demonstrate a high standard of behaviour, both at and away from work.
  • To never bring the medical profession into disrepute.
  • Never abuse your trust or undermine the trust and confidence of the public..
  • To be honest, open and act with integrity.
  • Not to hesitate to take appropriate action without delay, if there is a good reason to believe that a doctor or a colleague maybe putting patients at risk.
  • To be personally accountable for our professional practice and be able to justify our decisions and actions.
  • In addition, as a patient you can expect:

    • To be given information about the availability of services within our Practice.
    • To be given an appointment at a time which suits you best, whenever possible.
    • To be seen, usually within 15 minutes of your appointment – however, please note that this period may exceed on occasions due to emergencies and unforeseen circumstances.
    • To be able to speak to any member of staff, in private if you ask to do so.

Violent and Abusive Behaviour

We aim to treat all our patients courteously at all times and expect our patients to treat our staff in a similar respectful manner.

We have a zero tolerance policy and take seriously any threatening, abusive or violent behaviour against any of our patients or members of our staff.  If a patient is violent and abusive they will be warned to stop their behaviour.  However, if they persist we may exercise our right to take action to have them removed from our premises by the police immediately, and if necessary remove them from our medical list of patients. 

The practice operates a no smoking policy on the premises.

Complaints

Burley Street Surgery aims to give a personal, friendly and professional service to all our patients.  However, if you have any concerns about any aspect of our services, then please let us know as we welcome feedback, suggestions and constructive criticism in our endeavours to continue improving the quality of our services.

In the event of any complaint, please put complaint in writing and address to the Practice Manager.

The majority of cases concerns can be resolved quite easily.  However, if you still feel that we have not dealt with your issues to your satisfaction, you can write to the Calderdale CCG (Commissioning Care Group), Fifth Floor, Dean Clough, Halifax HX3 5AX.

Note:

We would like to thank you for taking the time to view our website and hope that you found this an interesting and informative exeprience.

If you have any comments or suggestions which you think might improve the information we provide on our website. Please do not hesitate to have a word with the reception staff or the Practice Manager.

For More NHS Information and Services, Please Visit NHS Choices or NHS111