We welcome feedback about your experiences, as it lets the Practice know what we are doing well and where we could improve.

Talk to us

The Practice is committed to providing high-quality, person-centred care and treatment that’s both safe and effective. However, we understand that there are times when things go wrong. If something goes wrong, or you’re dissatisfied with what we have or haven’t done, tell us and we’ll do our best to put things right. If we can’t resolve matters in the way you want, we’ll explain why it’s not possible to do as you suggest.

Understandably, you might be upset or distressed when formally raising concerns about you or your loved one’s care. As a result of this, our Practice team will treat you with respect and dignity throughout this emotional time. It’s expected you show the same courtesy to them.

We hope that, if you have a problem, you will use our Practice Complaints Procedure. We believe this will give us the best chance of putting right whatever has gone wrong and allow us to improve our services.

Who to talk to

You can speak to any member of staff initially about your concerns. This allows us to work with you to resolve any concern you may have without going through a formal process. You may wish to speak with our Patient Services Supervisor before making a formal complaint. Most complaints are best resolved within the Practice, and formal complaints should be made via our Operations Manager.

Please click the following link to download our Complaints Form: Complaint Form

Once the form has been completed you can drop the form into reception or post it into us.

For more information, please download and read our Complaints Procedure: Complaints Procedure

If you feel unable to raise your complaint with us directly or if you believe this is not appropriate, you can raise your complaint with the ICB who commission and pay for the NHS services you use by:

 Email: wyicb.pals@nhs.net

 Telephone: 01924 552150 Monday to Friday 9-4:30 pm, excluding bank holidays.

Please note that the team receives a high number of telephone calls daily and may not be able to respond instantly to each one.

 In writing: Patient Advice and Liaison Service, West Yorkshire Integrated Care Board, White Rose House West Parade, Wakefield, WF1 1LT.

Please note: The ICB is unable to consider or reconsider the same concerns or complaints you have raised with us.

Citizens Advice Bureau also provides information and advice about making complaints.

Take it Further

If, after receiving our final decision, you remain dissatisfied you can ask the Health Service Ombudsman, to independently review, your complaint.

The Ombudsman is independent of the NHS and free to use. It can help resolve your complaint and tell the NHS how to put things right if it has got them wrong.

The Ombudsman only has legal powers to investigate certain complaints. You must have received a final response from the Practice before the Ombudsman can look at your complaint and it will generally not investigate your complaint if it happened more than 12 months ago unless there are exceptional circumstances.

Address:
Parliamentary & Health Service Ombudsman,
Citygate,
Mosley Street,
Manchester,
M2 3HQ

Phone: 0345 015 4033
Their lines are open: Monday to Thursday 8.30 am to 5pm | Friday 8.30 am to 12pm.

Before considering taking this step, we hope you would let us know what aspect of the complaint has not been dealt with satisfactorily and provide an opportunity for us to consider whether there is anything further that could be done locally to resolve matters.

(This Privacy Notice is to run alongside our standard Practice Privacy Notice)

As we move away from the initial response to COVID-19 the health and social care system will need to continue to take action to manage and mitigate the spread and impact of the outbreak. This includes ensuring that approved researchers can continue to securely access pseudonymised data held by GP IT systems to assist the health and care service’s response to COVID-19 by, for example:

• recognising trends in COVID-19 diseases and identifying risks it poses
• controlling and preventing the spread of COVID-19
• monitoring and managing outbreaks

The OpenSAFELY COVID-19 research service provides a secure analytics service that supports COVID-19 research, COVID-19 clinical audit, COVID-19 service evaluation and COVID-19 health surveillance purposes.

Under the COVID-19 Public Health Directions 2020 NHS England has been directed by the Secretary of State for Health and Social Care to establish and operate the OpenSAFELY service.

While each GP practice remains the data controller of its own patient data, they are required under the provisions of s259 of the Health and Social Care Act 2012 to provide access to de-identified (pseudonymised) patient data through the OpenSAFELY service.

The service enables individuals (academics, analysts and data scientists) approved by NHS England to run queries on pseudonymised GP and NHS England patient data which is held within the GP system suppliers’ data environments. Controls are in place to ensure that individuals only have access to aggregated outputs from the service (i.e. they cannot access information that either directly or indirectly identifies individuals).

Purpose of this Notice

OpenSAFELY service is used to analyse de-identified (pseudonymised) data within the EMIS and TPP boundaries, to support COVID-19 related research.

This is a continuation of a service which is supported by the BMA which has been operating since 2020. The permanent legal basis (the COVID-19 Direction) above allows the practice to provide this data to NHSE as an ongoing service.

The OpenSAFELY service is a Trusted Research Environment (TRE) established within the secure environment of EMIS and TPP. Researchers write their analysis code away from the patient data; the code is run automatically on de-identified (pseudonymised) patient data; and only the aggregated outputs (now anonymous) are shared with researchers to be used, for example, in journal publications, reports or presentations.

These controls keep patient data secure inside EMIS and TPP and confidential from researchers. The use of TREs and the data processing principles which OpenSAFELY represents is supported by the RCGP.

To date, this service has supported a range of important COVID-19 related research, including one of the world’s first and largest studies to identify the clinical factors associated with COVID-19 related death, which informed the national COVID-19 vaccination strategy and Green Book guidance. Other studies have also informed COVID-19 related NICE guidance and decisions made by SAGE.

All NHS England approved research studies are published online, including sharing the exact analysis code each study used to analyse the patient data, by whom and when such code was run. In future, NHSE will also publish approvals on our data release register.

During the pandemic, and in the recovery phase, de-identified data has been crucial in helping to save lives. It has supported research into COVID-19 and the ways that it has affected our lives, our health, and to identify effective medicines and treatments.

Research has helped to identify new treatments for COVID-19 and to understand how we can keep our communities safe. Data has helped us to prioritise the right care to the most vulnerable in our society and to develop vaccines to protect against COVID-19.

If you have any questions, please contact us at gpdata@nhs.net.

Recording of processing

A record will be kept by Rydings Hall Surgery of all data processed under this Notice.

Sending Public Health Messages

Data protection and electronic communication laws will not stop Rydings Hall Surgery from sending public health messages to you, either by phone, text or email as these messages are not direct marketing.

Digital Consultations

It may also be necessary, where the latest technology allows Rydings Hall Surgery to do so, to use your information and health data to facilitate digital consultations and diagnoses and we will always do this with your security in mind.

Creating a new NHS England: NHS England and NHS Digital merged on 1 February 2023. All references to NHS Digital now, or in the future, relate to NHS England.

NHS England require that the net earnings of doctors engaged in the practice is publicised, and the required disclosure is shown below. However, it should be noted that the prescribed method for calculating earnings is potentially misleading because it takes no account of how much time doctors spend working in the practice and should not be used to form any judgement about GP earnings, nor to make any comparison with any other practice.

All GP practices are required to declare the mean earnings (e.g. average pay) for GPs working to deliver NHS services to patients at each practice.

The average pay for GPs working in this practice in the last full financial year was £99,332 before Tax and National insurance. This is for 2 full time GPs & 3 part time GPs who worked in the practice for more than six months.

Please download our Privacy Policy.

Our practice team aims at cultivating a positive social learning culture and believe in progressiveness through a collaborative approach. We believe in mutual respect by valuing contributions of each member and promote cohesiveness in times of challenge. We encourage all members to contribute to solutions by applying evidence, pragmatism and creativity.

Rydings Hall Surgery is a training practice with a strong emphasis on providing high quality patient care through continued training and development of the future workforce. We participate in the training of medical students and the advanced training of qualified doctors who wish to specialise as General Practitioners.

A GP Registrar is a fully qualified doctor who is gaining advanced experience in General Practice and you may be offered an appointment with one. We also teach Medical Students, Nurses and Physician Associates. The patient services advisor will inform you of the occasions when a surgery is being held jointly. This can be a surgery in which GP Trainer and GP Registrar are present or a GP and a medical student.

For training purposes we sometimes conduct video recording of consultations with an informed written consent. This will be done before and after the recording.

No physical examinations are recorded.

The Practice team would like to thank our patients for supporting us with the continuing education of future GPs and the Primary care workforce.

The Practice takes it very seriously if a member of staff, one of the doctors or nursing team is treated in an abusive or violent way.

The Practice supports the government’s ‘Zero Tolerance’ campaign for Health Service Staff. This states that GPs and their staff have a right to care for others without fear of being attacked or abused.

The staff understand that ill patients do not always act in a reasonable manner and will take this into consideration when trying to deal with a misunderstanding or complaint.

However, aggressive behaviour, be it violent or abusive, will not be tolerated and may result in you being removed from the Practice list and, in extreme cases, the Police being contacted. If removed from the list you may be placed on the ‘safe treatment scheme’ operated in Calderdale. In summary, we will not hesitate to remove patients from our list who:

• are violent or abusive to any Practice member.
• use or condone threatening or violent behaviour.
• cause damage/steal from the Practice’s premises/staff/patients.
• obtain drugs and/or medical services fraudulently.

We ask you to treat your GPs and their staff courteously at all times.