Practice Policies & Patient Information

Complaints Form

Compliments, Comments, Concerns and Complaints

We aim to provide our patients with the best care we can and would like ot hear from you if you think we have done something well, or if you have suggestions on how we could do something differently. Equally we know that there will be times when we fall short of the mark and want to know if you are unhappy with our service.

We would encourage you to speak to whoever you feel most comfortable with – your doctor, a nurse, a receptionist or manager, but if you prefer to give your feedback in writing, please send it to the Practice Manager at the address detailed on the front of this booklet. You can also send us a message via the practice website or by posting a message in our Suggestions Box. We would also welcome your comments, concerns and ideas through our Patient Participation Group.

If you have a complaint please do not be afraid to say how you feel. We welcome feedback to help us improve our standards and you will not be treated any differently because you have complained. We will do our best to put right anything that has gone wrong.

Who can make a complaint?

Complaints can be made by patients either on their own behalf or by a representative (with your consent).

When something goes wrong

If you have a complaint or concern the quickest way to resolve it would be to speak to a member of the team and every effort will be made in trying to resolve the complaint. If not, they will refer the matter to the Practice Complaints Officer or the Practice Manager Qasim Khan-Alizai who will take matters from there.

What happens next?

The Practice Manager will acknowledge your complaint and make early contact with you (within 3 days) to discuss the way forward. The discussion can be face to face but need not be depending upon what is most convenient for all concerned.

Your complaint will be investigated within an agreed timescale and you will be kept informed of progress.

What happens if the complaint involves a hospital?

Where other organisations such as hospitals are involved in the complaint, we will aim to provide you with a co-ordinated response covering all aspects of your complaint. Where a complaint is soley about a third party, we may seek your agreement to pass the complaint to them.

And finally…

Once the investigation has been concluded a letter will be sent to you setting out how we investigated your complaint as well as details of the actions taken or to be taken as a result of our findings. We hope that your complaint will be resolved at this stage, but if not we may invite you to discuss what else might be done. If you remain unhappy, we will write to advise you that we are satisfied with the way the complaint has been investigated and to provide you with details of the Parliamentary and Health Service Ombudsman to whom you will then have recourse.

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. Alternatively, you can speak with the NHS England, who will listen to your concerns and help sort out problems quickly on your behalf.

What other options do I have?

If your problem cannot be sorted out in this way and you wish to make a complaint, PALS can advise you about the complaints procedure and arrange for our Patient Support Manager to contact you.

Or you can write to raise your concern or make a complaint, to;

The Chief Officer or Patient Support Manager at

West Yorkshire ICB

Scorex House (West)

1, Bolton Road
Bradford
BD1 4AS

Tel: 01274 237290 (switchboard)

You can also telephone our Patient Support Team on 07583102430 or 07866015382 or

email: bdc.complaints@nhs.net, or NHS E First Point of Contact for GP Complaints.

You can also submit a complaint or comment using the form on this page.

GP Net Earnings

2017 – 18

“The average pay for GPs working at Clarendon Medical Practice in the last financial year 2017/18 was £42,504 before tax and National insurance. This is for 1 full-time GP and 4 locums who worked at the practice for more than 6 months”

2016 – 17

“The average pay for GPs working at Clarendon Medical Practice in the last financial year 2016/17 was £67,445 before tax and National insurance. This is for 1 full-time GP and 2 part-time GPs who worked at the practice for more than 6 months”

2015 – 16

“The average pay for GPs working at Clarendon Medical Practice in the last financial year 2015/16 was £51,887 before tax and National insurance. This is for 1 full-time GP and 5 part-time GPs who worked at the practice for more than 6 months”

Integrated Care Record

Overall inspection

Good

Updated 25 September 2019

We carried out an inspection of Clarendon Medical Centre on 20 August 2019 following our annual review of the information available to us including information provided by the practice. Our review indicated that there may have been a significant change to the quality of care provided since the last inspection.

This inspection focused on the following key questions: are services safe, effective, responsive and well-led?

Because of the assurance received from our review of information we carried forward the ratings for the following key questions: are services caring?

We based our judgement of the quality of care at this service on a combination of:

what we found when we inspected
information from our ongoing monitoring of data about services and
information from the provider, patients, the public and other organisations.

We have rated this practice as good overall and good for all population groups except for people whose circumstances make them vulnerable, which we rated as outstanding.

We found that:

The practice provided care in a way that kept patients safe and protected them from avoidable harm.
Patients received effective care and treatment that met their needs.
Staff understood the needs of the local population and treated patients with kindness and respect and involved them in decisions about their care.
The practice displayed a forward thinking attitude and embraced technology, research and pilot schemes to enhance patient care at the practice.
The way the practice was led and managed promoted the delivery of high-quality, individualised, person-centred care. Staff told us they felt lucky to work at the practice and were very supported.

Whilst we found no breaches of regulations, the provider should:

Improve the uptake of cancer screening at the practice including bowel, breast and cervical screening and continue with their work to encourage patients to attend.

We saw areas of outstanding practice including:

The provider had identified that a significant number of their registered patients were vulnerable and had responded with a number of innovative approaches to providing person-centered care. For example, they had procured technology which enabled patients to access health education, guidance and information using TV screens at the practice and clinic room doors were colour coded to guide patients to the appropriate clinician. Community engagement included working with three local mosques and targeting hard to reach groups, identified through patient feedback demographics. The practice ensured that all verbal feedback was captured, responded to and reviewed due to literacy issues within the population.
When patients were reaching the end of life, regular visits were made to support the person and their family. Local undertakers were given the mobile number of the lead GP for contact to allow the timely completion of documentation following a patient death and to facilitate some religious burial timeframes.
A staff member at the practice was trained to offer foodbank vouchers. We were told the staff team also provided food, bedding and clothing to individuals in need. Members of the team also worked as volunteers at a local community food kitchen to support homeless patients. Patients could be directed to this service.

Details of our findings and the evidence supporting our ratings are set out in the evidence tables.

Dr Rosie Benneyworth BM BS BMedSci MRCGP

Chief Inspector of Primary Medical Services and Integrated Care.

Privacy Statement

Purpose of this privacy notice

Under data protection law we must tell you about how we use your personal information. This includes the personal information that we share with other organisations and why we do so. Our main GP practice privacy notice is on our website. This additional privacy notice provides details about the personal information that we are sharing with NHS Digital for its General Practice Data for Planning and Research data collection.

NHS Digital is part of the NHS. It collects, analyses, publishes and shares data to improve everyone’s health and care. Read more about NHS Digital.

We use the term patient data to refer to personal information in the rest of this notice.

About the General Practice Data for Planning and Research data collection

What data is shared about you with NHS Digital

This data will be shared from 1 July 2021. Data may be shared from the GP medical records about:

any living patient registered at a GP practice in England when the collection started – this includes children and adults
any patient who died after this data sharing started, and was previously registered at a GP practice in England when the data collection started

We will not share your name or where you live. Any other data that could directly identify you, for example your NHS number, General Practice Local Patient Number, full postcode and date of birth, is replaced with unique codes which are produced by de-identification software before the data is shared with NHS Digital.

This process is called pseudonymisation and means that no one will be able to directly identify you in the data. The diagram below helps to explain what this means. Using the terms in the diagram, the data we share would be described as de-personalised.

An image of a woman with the word personalised underneath it next to the same image of the same woman which is blurred with the words de-personalised and a final image of a group of people who with the word anonymous underneath it.

Image provided by Understanding Patient Data under licence.

NHS Digital will be able to use the same software to convert the unique codes back to data that could directly identify you in certain circumstances, and where there is a valid legal reason. Only NHS Digital has the ability to do this. This would mean that the data became personally identifiable data in the diagram above. An example would be where you consent to your identifiable data being shared with a research project or clinical trial in which you are participating, as they need to know the data is about you.

For more information about when NHS Digital may be able to re-identify the data, and how NHS Digital will use your data see the NHS Digital General Practice Data for Planning and Research Transparency Notice.

We will share:

data on sex, ethnicity and sexual orientation
clinical codes and data about diagnoses, symptoms, observations, test results, medications, allergies, immunisations, referrals, recalls and appointments, including information about your physical, mental and sexual health
data about staff who have treated you

More detailed information about the patient data we collect is contained in the Data Provision Notice issued to GP practices.

What is not shared:

your name and address (except your postcode in unique coded form)
written notes (free text), such as the details of conversations with doctors and nurses
images, letters and documents
coded data that is not needed due to its age – for example medication, referral and appointment data that is over 10 years old
coded data that we are not permitted to share by law – for example certain codes about IVF treatment, and certain information about gender reassignment

Opting out

If you don’t want your identifiable patient data (personally identifiable data in the diagram above) to be shared for purposes except for your own care, you can opt-out by registering a Type 1 Opt-out or a National Data Opt-out, or both. These opt-outs are different and they are explained in more detail below. Your individual care will not be affected if you opt out using either option.

Type 1 Opt-out (opting out of NHS Digital collecting your data)

If you do not want your identifiable patient data (personally identifiable data in the diagram above) to be shared outside of the GP practice for purposes except your own care, you can register an opt-out with the GP practice. This is known as a Type 1 Opt-out.

Type 1 Opt-outs were introduced in 2013 for data sharing from GP practices, but may be discontinued in the future as a new opt-out has since been introduced to cover the broader health and care system, called the National Data Opt-out. If this happens, patients who have registered a Type 1 Opt-out will be informed. There is more information about National Data Opt-outs below.

NHS Digital will not collect any patient data for patients who have already registered a Type 1 Opt-in line with current policy. If this changes patients who have registered a Type 1 Opt-out will be informed.

If you do not want your patient data shared with NHS Digital for the purposes above, you can register a Type 1 Opt-out with your GP practice. You can register a Type 1 Opt-out at any time. You can also change your mind at any time and withdraw a Type 1 Opt-out.

Data sharing with NHS Digital will start on 1 July 2021.

If you have already registered a Type 1 Opt-out with your GP practice your data will not be shared with NHS Digital.

If you wish to register a Type 1 Opt-out with your GP practice before data sharing starts with NHS Digital, this should be done by returning this form to your GP practice by 23 June 2021 to allow time for processing it. If you have previously registered a Type 1 Opt-out and you would like to withdraw this, you can also use the form to do this. You can send the form by post or email to your GP practice or call 0300 3035678 for a form to be sent out to you.

If you register a Type 1 Opt-out after your patient data has already been shared with NHS Digital, no more of your data will be shared with NHS Digital. NHS Digital will however still hold the patient data which was shared with them before you registered the Type 1 Opt-out.

If you do not want NHS Digital to share your identifiable patient data (personally identifiable data in the diagram above) with anyone else for purposes beyond your own care, then you can also register a National Data Opt-out. There is more about National Data Opt-outs and when they apply below.

Read more about the legal basis for sharing GP data for planning and research

More information on NHS Digital and this collection

You can read more about how NHS Digital uses the patient data we share with them in the NHS Digital General Practice Data for Planning and Research Transparency Notice.

You can read more about how we use and share your personal information, your choices and rights in our main GP Practice Privacy Notice on our website.

Summary Care Record

Summary Care Record (SCR) is a national database that holds electronic records of important patient information such as current medication, allergies and details of any previous bad reactions to medicines, created from GP medical records. It can be seen and used by authorised staff in other areas of the health and care system involved in the patient’s direct care.

It is created from GP medical records – whenever a GP record is updated, the changes are synchronised to SCR.

It can be seen and used by authorised staff in other areas of the health and care system who are involved in the patient’s direct care but do not need access to the patient’s full record.

Learn more.