The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.

The practice is always looking to develop and improve its systems and procedures and your comments are always welcome. In a time of so much change it is vitally important to constantly re-assess our procedures.

The practice always tries to provide the best service possible but recognises that occasionally things don’t always go as you would wish. The practice operates an in-house complaints system in line with the 2009 Social Care and NHS Complaints Regulations.

Your complaint should be addressed to the Practice Manager, who will ensure that it is investigated thoroughly and as speedily as possible. If you would like to email the surgery our email address is WYICB-WAK.stanleyhealthcentre@nhs.net.

Please note that the practice must ensure strict adherence to the rules of medical confidentiality. We cannot provide confidential information without appropriate authority if you are not the patient in question.

We can help you write down your complaint if you feel you need help to do so. Please do not hesitate to contact the Practice Manager who will be pleased to assist you.

If you require any further information about our Complaints Policy please ask at reception for a Complaints Leaflet.

Many people regularly visit local primary care providers such as their doctor, dentist, optician, or pharmacy and have a positive experience. If you encounter any problems, you should always speak with a senior staff member, from whom you received treatment, advice, or care to give them the chance to address the issue promptly. This option has NOT changed. However, if you do not feel comfortable or believe it is  inappropriate to raise your complaint directly with your primary care provider, you must now contact the West Yorkshire Integrated Care Board (ICB) instead of NHS England. Please contact us by:

Email: wyicb.complaints@nhs.net
Telephone: 01924 552 150

In writing: Complaints Team, West Yorkshire Integrated Care Board, White Rose House
West Parade, Wakefield WF1 1LT

Monday to Friday 9 to 5 p.m. excluding bank holidays.
Out of hours: Please leave a voice message about the best time to contact you to discuss the details.

In accordance with the Data Protection Act 1998 and 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 unless we are legally obliged to do so.

Information about the General Practioners 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.

The practice complies with data protection and access to medical records legislation. Identifiable information about you will be shared with others in the following circumstances:

• To provide further medical treatment for you e.g. from district nurses and hospital services.
• To help you get other services e.g. from the social work department. This requires your consent.
• When we have a duty to others e.g. in child protection cases anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.

If you do not wish anonymous information about you to be used in such a way, please let us know.

Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.

Click here to view our Patient Access Policy