Total confidentiality between doctor and patient is maintained at all times. NO information can or will be given to anyone e.g. the University, your tutor, your parents, partner/friend unless you request it and give your permission.
Here to listen, not to tell.
The University does not tell us when you change address/course.
Freedom of Information
The ICO has published a new Model Publication Scheme that all public authorities are required to adopt.
Model Publication Scheme - further information
We need to hold personal information about you on our computer system and in paper records to help us to look after your health needs, and your doctor is responsible for their accuracy and safe-keeping. Please help to keep your record up to date by informing us of any changes to your circumstances.
Doctors and staff in the practice have access to your medical records to enable them to do their jobs. From time to time information may be shared with others involved in your care if it is necessary. Anyone with access to your record is properly trained in confidentiality issues and is governed by both a legal and contractual duty to keep your details private.
All information about you is held securely and appropriate safeguards are in place to prevent accidental loss.
In some circumstances we may be required by law to release your details to statutory or other official bodies, for example if a court order is presented, or in the case of public health issues. In other circumstances you may be required to give written consent before information is released – such as for medical reports for insurance, solicitors etc.
To ensure your privacy, we will not disclose information over the telephone or fax unless we are sure that we are talking to you. Information will not be disclosed to family, friends, or spouses unless we have prior written consent, and we do not leave messages with others.
You have a right to see your records if you wish. Please ask at reception if you would like further details and our patient information leaflet. An appointment will be required. In some circumstances a fee may be payable.
We are committed to giving you the best possible service.
The Department of Health and local Family Health Authority have issued Patients’ Charters to all citizens - explaining your rights to receive optimum health care from your GP.
With these rights come responsibilities, help us to help, this means:
- Attend appointments on time. Give adequate notice if you have to cancel an appointment. Lateness or non attendance inconveniences other patients, depriving them of appointment time.
- Out of hour’s calls (e.g. evening, night, and weekend) should only be requested if they are truly necessary.
- Courtesy to the staff at all times. We are here to act professionally to assist you. Please return the respect we offer you. This practice supports the Government’s NHS Zero Tolerance Campaign.
- Zero Tolerance. If the use of unacceptable behaviour/language is used to any member of staff they will be asked to leave the premises immediately and further action may be taken.
- Home visits must be medically justifiable and not requested for social convenience. You should make every effort to consult at the Health Centre to make best use of the nurses’ and doctors’ time. It may well be uncomfortable and inconvenient for you to attend surgery when feeling ill, but the place for adequate examination and treatment facilities is at the surgery.
Patients have the right to:
- Be registered with a GP
- Change doctor easily and quickly.
- Be offered a health check on joining a doctor’s list for the first time.
- Receive emergency care at anytime through a family practitioner.
- Have appropriate drugs and medicines prescribed.
- Be referred to a consultant acceptable to them when their GP thinks it is necessary, and to be referred for a second opinion if they and the GP agree this is desirable.
- Have access to their health records, subject to any limitations under the law, and to know that those working for the NHS are under a legal duty to keep their contents confidential.
- Choose whether or not to take part in medical research or medical student training.
- If between the ages of 16 and 74 they have not seen their doctor in the last three years, to have the health check to which they are entitled under the existing health promotion arrangements; and to be offered a yearly home visit and health checks if seventy five years of age or over.
- Be given detailed information about local family doctor services through the West Yorkshire Central Services Agency local directory.
- Receive a copy of their doctor’s practice leaflet, setting out the services he or she provides.
- Receive a full and prompt reply to any complaints they make about NHS services.
- Under the Data Protection Act 1998, you are entitled to access your clinical records or any other personal information held about you.
- Further information can be obtained from the NHS website – www.nhs.uk
The NHS belongs to us all
The NHS is there for us from the moment we are born. It takes care of us and our family members when we need it most.
The NHS Constitution has been created to protect the NHS and make sure it will always do the things it was set up to do in 1948 – to provide high-quality healthcare that’s free and for everyone.
Please download the NHS Constitution document and get more information about your rights as an NHS patient.
The NHS Constituion.pdf
No government can change the Constitution without the full involvement of staff, patients and the public. The Constitution is a promise that the NHS will always be there for you.
What is the NHS Constitution?
For the first time in the history of the NHS, the constitution brings together in one place details of what staff, patients and the public can expect from the National Health Service. It also explains what you can do to help support the NHS, help it work effectively, and help ensure that its resources are used responsibly.
The Constitution sets out your rights as an NHS patient. These rights cover how patients access health services, the quality of care you’ll receive, the treatments and programmes available to you, confidentiality, information and your right to complain if things go wrong.
Rights and pledges
One of the primary aims of the Constitution is to set out clearly what patients, the public and staff can expect from the NHS and what the NHS expects from them in return.
Appointment time is a very valuable resource of the practice and if a patient books an appointment and subsequently then fails to attend they are denying another patient the opportunity to see that particular clinician.
If you are unable to attend an appointment which you have booked you should ALWAYS cancel that appointment by contacting the Health Centre on 01484 430386. Please ensure you have this number in your phone so you can ring us from wherever you are.
PLEASE give us as much notice as possible. If you do then somebody else who needs to see the clinician the same day will have the opportunity to book an appointment. Next time that patient may be YOU.
Failure to do so will result in you receiving a letter from us and repeat offences will be taken very seriously and may result in you being removed from the practice List.
Car Parking Policy
Car parking at the Health Centre is limited and we cannot, therefore, guarantee parking for all patients.
If you are disabled and the disabled bays are not available please give us a ring on 01484 430386 and a member of the team will come out to assist you.
We are now operating an Automatic Number Plate Recognition camera controlled car park management system. It is very important that you put your car registration details into the terminal on the reception desk which will entitle you up to one hour free car parking whilst in the Heath Centre only.
We do have an agreement in place for a company to issue a parking fine to anyone who parks in the car park without an appointment at the Health Centre.
We are unable to rescind any car parking tickets issued. If you will be at the Health Centre for more than 1 hour please inform reception.
Thank you for your co-operation.
Zero Tolerance Policy
A zero tolerance policy towards violent, threatening and abusive behaviour is now in place throughout the NHS.
The doctors, nurses and staff in this practice have the right to do their work in an environment free from violent, threatening or abusive behaviour and everything will be done to protect that right.
At no time will any such behaviour be tolerated in this practice.
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 medical list.
The University Health Centre also reserves the right to remove any patient seen to be making abusive or defamatory remarks on any social networking site (Facebook/Twitter etc).
Please be aware that by posting online anything that can be construed as slanderous will be treated as abuse and appropriate action will be taken by the Practice.
Please help us to help you.
The purpose of call recording is to provide a record of incoming and outgoing calls which can:
- Identify practice staff training needs
- Protect practice staff from nuisance or abusive calls
- Establish facts relating to incoming/outgoing calls made (e.g. complaints)
- Identify any issues in practice processes with a view to improving them
The purpose of this policy is to ensure that call recording is managed in line with DPA & Data Retention requirements. This will generally involve the recording of telephone conversations which is subject to the Telecommunications Act 1984.
The practice will make every reasonable effort to advise callers that their call may be recorded and for what purpose the recording may be used. This will normally be via a pre-recorded message within the telephone system. The voice file may be stored within the clinical system or within the telephone system to which the same rules of confidentiality will apply. Where a patient requests to listen to a recording then this should be allowed within the general provisional of data subject access under the Data Protection Act.
The Data Protection Act allows access to information that is held about them and their personal data. This includes recorded telephone calls. Recordings should be stored in such a way that will enable easy access to the information relating to one or more individuals.
Requests for copies of telephone conversations can be made under the Data Protection Act as a “Subject Access Request”. This must be done in writing and after assessing whether the information can be released, the requester can be invited to the practice premises to hear the recording.
If there is a request from an external body relating to the detection or prevention of a crime (e.g. police), then requests for information should be directed to Dr Rasakumaran who is the Practice Data Controller to carry out the request for the recording.
The calls will be stored for a maximum of one year within the call recording system. Individual calls may be stored for longer if they are part of a complaint, significant event or subject access request.
Please click here for our Practice Handbook