Confidentiality & Medical Records
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.
Summary Care Record
The Practice is part of the national Summary Care Record (SCR) programme, operated by the NHS's "Connecting for Health" IT Department. Patients would normally have a SCR unless they have chosen to opt-out in writing. Further, written, general information is available from our receptionists or you may prefer to speak to the PCT's Patient Advice & Liaison staff on 0845 602 4832 or the NHS Summary Care Record Information Line on 0300 123 3020.
Freedom of Information
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.
Access to Records
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.
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.
Consent and Chaperones
Before we begin examination or treatment we need your consent (or your parents if you are under 16) to do so. This can be given in a number of ways. It may be by a signature on a document (for example if some sort of “invasive” procedure is to be carried out – minor surgery etc); it may be verbal (for example if the GP asks if (s)he can look at your leg injury etc); however it may also be implied. This means that you do not specifically give your consent, but your actions (for example rolling up your sleeve for a blood test or laying on the couch with your clothing unfastened for examination) infer that you are happy to have the GP carry out his/her work. It is your right not to give consent, particularly if you are unhappy about any part of the procedure. Please let a GP know if you are unhappy and do not consent to being examined or treated, or if you require further clarification first.
You may also choose to ask for a chaperone (second person) to be present during your examination – however this may require you to return on a separate occasion. If you know, at the time you book your appointment, that you would like a chaperone to be present, please tell the receptionist
Equality & Diversity
The Practice is committed to providing fair and equal treatment for all staff, patients, customers, suppliers and visitors. All members of staff are expected to treat everyone with whom they come into contact with dignity and respect.
Enhanced Data Sharing
Today, electronic records are kept in all the places where you receive healthcare. These places can usually only share information from your records by letter, email, fax or phone. At times, this can slow down your treatment and mean information is hard to access.
We use a clinical computer system called SystmOne that allows the sharing of full electronic records across different healthcare care services. It is very important that you understand how we can share records with other clinical organisations that also have access to the same clinical computer system. Attached are a number of documents which explain this and allow you to decide whether you want your records shared with other clinical organisations. Please read this information and then carefully consider whether you want to share clinical information as appropriate.
Click here for a patient guide to data sharing using SystmOne
Click here Important Information about your detailed health records
Click here for a consent form which informs us of your decision.
Risk Profiling and Care Management (RPCM)
Risk profiling is a new NHS service that will help your GP spot whether you might need early treatment or care. Your health information will be profiled in a local NHS data warehouse and the results will be seen only by your GP. NHS security systems will protect the information from beginning to end. If you object to your information being used in this way or have any other concerns, please speak with your GP on your next visit.
NHS England Care Data Plan
Confidential information from your medical record can be used by the NHS to improve the services offered so we can provide the best possible care for everyone.
We need to make sure that you know this is happening and the choices you have.
The information along with your postcode and NHS number but not your name, are sent to a secure system where it can be linked with other health information. This allows those planning NHS services or carrying out medical research to use information from different parts of the NHS in a way which does not identify you
How your information is used and shared is controlled by law and strict rules are in place to protect your privacy.
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 concerns, or wish to prevent this from happening, please speak to practice staff or ask at reception for a copy of the leaflet " How information about you helps to provide better care"
Leaflets are available in the surgery or from the website:
You can also get further information from the website at:
Patient access policy
1.1 This document sets out how Dr Bance & Partners ensures that all patients are able to access timely and appropriate clinical care.
2.1 Patients are able to access information, care or treatment by a GP or appropriate member of the practice team in line with their clinical needs.
2.2 The ability of patients to access the above does not vary on account of characteristics such as age, disability, gender, race, religion or belief, sexual orientation, geography or socio- economic status.
2.3 Clinicians and staff are able to manage available resources to meet demand effectively so that the best possible levels of service and access are maintained at all times.
2.4 Patients and carers are aware of how to get the best from the practice and are involved in monitoring and developing the systems and procedures to ensure that their needs are met.
3 Rights and Responsibilities for the Patient
3.1 Patients’ Rights As a patient you have the right to:-
- join the practice of your choice in the area where you live following acceptance by the practice;
- easily-accessible information about your practice and how to access care via the practice leaflet and website;
- appropriate urgent care as per Section 5 Access Targets;
- clear information about your treatment in a suitable format and language so that you and the clinician may make an informed decision about the best course of action;
- privacy and confidentiality;
- be treated with dignity and respect at all times (including access to a chaperone if required);
- comment or complain if you are not satisfied with the service provided;
- be registered in accordance with NHS England’s ‘Patient Registration’ standard operating procedure;
- Be registered or receive treatment without delay where the patient cannot produce photo ID or proof of address, unless the practice has reasonable grounds to decline. Our policy is to ask for patient ID for all patients requesting registration and this is applied in a non-discriminatory fashion. If you cannot provide ID then reasonable exceptions will be considered, with sensitivity to your situation.
3.2 Patients’ Responsibilities
As a patient, it is your responsibility to:-
- treat all practice staff with respect;
- ensure you attend any appointment made at the surgery and arrive on time;
- cancel an unwanted appointment as soon as possible so it can be offered to someone else;
- inform the practice if you change your address or telephone number so the practice can contact you urgently if needed;
- inform the practice if you have any special needs, including communication needs, so the practice can make any necessary arrangements;
- let a member of the practice staff know if you are unsure about or dissatisfied with your care so that it can be explained or put right;
- do your best to look after your own health;
- use the services of the practice appropriately.
4 Surgery Opening Hours and Appointment Times
4.1 Dr Bance & Partners operates from the following surgery premises
The Health Centre
Elizabeth Court Surgery
4.2 The practice telephone number is 01977 664141 (select desired surgery by choosing the relevant option).
4.3 The practice website is at www.drbanceandpartners.nhs.uk
4.4 Our surgery opening times are as follows:-
Castleford Health Centre
Elizabeth Court Surgery
4.5 Please note that appointments are not available at the Health Centre on Wednesday and Friday afternoons. You can, however, be seen at Pinfold Surgery or Elizabeth Court Surgery.
4.6 Whilst Elizabeth Court and Pinfold close one afternoon per week; you can still be seen at our other two sites.
4.7 Appointments can be made by contacting the surgery on 01977 664141 or by booking on-line via the Systm Online, which accessible via our website (see 4.3 above).
4.8 All sites are closed for staff training for a maximum of ten Wednesday afternoons (from 12 noon) each year. Details are displayed clearly on the practice website and each practice site at least four weeks in advance together with instructions on what to do if you need help when the surgery is closed.
4.9 The practice provides a first and last pre-bookable appointment with a GP and Advanced Nurse Practitioner (ANP) at 08.30 and 17.45 respectively. These appointments are available daily and will rotate across all three of our sites.
4.10 The practice provides a standard appointment length of 10 minutes to see a GP and 15 minutes to see an ANP. Nursing appointment times vary in length dependent on the nature of the consultation. Longer appointments are available on request for patients who feel they need more time.
4.11 Between the hours of 18.30 – 08.00 daily, the practice phone system will automatically direct callers to NHS111.
4.12 Between the hours of 18.00 – 18.30 Monday to Friday, the practice phone system will direct callers to Local Care Direct who will provide health advice. Patients, however, can still present at Castleford Health Centre in person up until 18.30.
5 Access Standards
5.1 Routine Consultation Standard
All patients will be offered a telephone or face-to-face consultation with a doctor or other suitable practitioner (such as a Senior Nurse) within two working days of contacting the practice, unless the call is triaged to be safe for a longer time frame or the patient may choose to wait longer if they want a more convenient appointment or to see their preferred practitioner.
5.2 Urgent Clinical Assessment Standard
All patients who believe that they have an urgent medical problem which needs to be dealt with the same day (and cannot be offered an appointment that day) will be contacted by a doctor or another suitable practitioner from the practice within four hours, provided they clearly identify themselves to the receptionist and supply a contact telephone number and where possible a brief indication of the problem. The patient must inform the receptionist if he/she believes the problem requires attention more quickly.
5.3 Repeat Prescriptions Standard
5.3.1 The practice will generate and sign all repeat prescriptions within two working days or receiving a request to do so, except where:-
- the practice has tried and failed to contact the patient where this is needed before the prescription can be issued safely;
- or where a medication review is pending and must be undertaken before the prescription can be issued safely. The request for a medication review will be highlighted on the patient’s most recent prescription.
5.3.2 The practice aims to generate and sign repeat prescriptions within 24 hours of request but because of the need to ensure patient safety patients should allow two working days. The practice will do its best to provide prescriptions in urgent circumstances but will not compromise patient safety to do so.
5.3.3 Patients’ can order repeat medication via telephone (across all three sites), posting repeat slip in the post box inside surgery or on-line.
5.3.4 The practice uses the ‘Electronic Prescription Service (EPS)’. EPS enables our practitioners to send prescriptions electronically to a Pharmacy of your choice. This makes the prescribing and dispending process more efficient and convenient for patients and staff.
6 If you miss your appointment or are late
6.1 There would be much shorter waits for appointments if every unwanted appointment was cancelled and so available for another patient to use. It is frustrating for doctors and nurses to be under pressure to provide better access when up to 1 in 10 appointments are wasted by people who simply do not turn up.
6.2 The practice has a ‘Did Not Attend Policy’ and will write with a warning to patients’ who fail to attend three appointments in a rolling twelve months. Failure to attend a fourth appointment may result in the patient being removed from the practice list.
6.3 Appointments can be cancelled online (if booked online) and via telephone. The practice telephone system allows the patient to leave a message to cancel an appointment.
6.4 If you attend the surgery late for your appointment it may be difficult to fit you in without making other patients wait longer. Please try to attend just before your appointment slot but not too early. If the surgery is running late you will be informed by reception so that you have the option of re-booking, or through other communication methods where available, such as the self-arrival screen or other screens in the waiting area.
6.5 Where possible, the GP or Nurse will aim to see patients who arrive late, however, you may have to wait and be seen at the end of surgery.
6.6 Members of the Reception team will advise patients when a GP or Nurse is running late and this will either be on arrival (by suspending self-check-in) or making an announcement in the waiting area.
7 See the Doctor or Nurse you Prefer
7.1 For some problems you may not mind which doctor or nurse you see but there may be times when you may have a firm preference or it is best for you to see a particular practitioner.
7.2 The practice has allocated patients to a GP using the first letter of your surname. Therefore, your allocated GP is as follows:-
Dr H R Bance
Dr A Biswas
Dr L Enright
Dr J L Webster
Dr Z Yusuf
Dr N Mantle
Dr N Milne
Dr M Dunn
7.3 This does not mean you ONLY have to see your allocated GP; you can see ANY clinician who is available.
7.4 Our clinical staff rotate around all of our three sites, therefore, you may have to be prepared to travel to an alternative site to see your preferred GP/Nurse or wait a little longer to be seen in your local site.
8 Improving Access for Patients
8.1 The practice is always pleased to receive comments and suggestions about its services including how easy it is to access them. Please contact the Practice Manager (please send to Mrs Sarah Ramsden via the Pinfold Surgery address, full address details are at 4.1) if you have comments or suggestions to make or alternatively you can leave a card in one of our suggestion boxes or submit feedback via our website.
8.2 Patients are encouraged to join our Patient Participation Group (PPG) and the practice keeps the group up to date with the audits it carries out every six months to monitor access. If you wish to join the group, please complete an application form and return to the Practice Manager. Forms are available on our ‘PPG’ Noticeboards.
8.3 The practice is currently working towards a ‘Young Person Friendly’ accreditation. All reception staff have received training in assisting young people to get the best from the practice. There is access to resources specifically for young people via the practice website and the practice provides a dedicated clinical advice service for young people at least once per week (in consultation with young registered patients and at least equivalent to a half hour telephone or face-to-face surgery conducted by a suitably qualified nurse or doctor).
8.4 All practices in Wakefield are implementing, or have started to prepare the implementation of the Accessible Information Standard. This tells NHS organisations how they should make sure that disabled patients receive information in formats that they can understand and receive appropriate support to help them to communicate.
8.5 All members of staff have received Dementia Friendly training, and wear ‘Dementia Friends’ pin badges.
8.6 For patients who require translators or access to British Sign Language, the practice uses Language Line and Wakefield Council respectively. Please let members of staff know if you need an interpreter for your appointment.