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.

You can now view our latest CQC Report online here.

Please note that complaints are kept completely separate from your medical records and the affect your future care.

Sometimes things go wrong that can affect the care that you receive. We are here to listen and address any complaint you may have.

We operate an informal complaints system.  Please follow the steps below.

1. Contact the Office Manager in the first instance who will try and solve any issues you may be having quickly and to your satisfaction. You can do this over the ‘phone or in person. This is usually the quickest route to resolution.
2. If you would prefer to put your complaint in writing then please send us your letter for the attention of: Practice Manager, Calder Community Practice, Todmorden Health Centre,2nd Floor, Lower George Street, Todmorden, OL14 5RN

We aim to acknowledge your letter within five working days

We aim to respond following a full investigation within 30 working days.

Contacting us in the first instance usually identifies a problem and we can put things right straight away.  We review all complaints annually and put improvements in place as a result.

We hope that you will use our Practice Complaints Procedure if you are unhappy. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve the services we provide. We hope that most problems can be sorted out easily and quickly when they arise. However if you feel uncomfortable raising your concerns our complaint directly with us 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 at:

Email: [email protected]

Telephone: 01924552150

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

They are open Monday to Friday 9am – 5pm and are closed on Bank Holidays.

Please note if you have raised your concerns or complaint with us already, the West Yorkshire ICB will not be able to reconsider the same concerns. You can find more information on how to make a complaint to the ICB on their website: https://www.westyorkshire.icb.nhs.uk/contact/comments-concerns-compliments

Contacting us first is the quickest and simplest way of solving nearly all problems. If you are not happy with the outcome of your complaint or how it was dealt with, you can ask the Health Service Ombudsman to investigate it.

The Health Service Ombudsman is a free, independent complaints service. If they decide that the NHS has got things wrong, they can make recommendations to put things right.

You can contact the Health Service Ombudsman in the following ways.

• By phoning 0345 015 4033 (textphone 0300 061 4298 for people who are deaf or have problems using a standard phone).
• By sending an email to: [email protected]
• By texting ‘call back’ with your name and mobile number; to 07624 813 005. Someone will the call you.
• If you use BSL you can use their Sign Video service
• By writing to: Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP

You can also visit their website at: www.ombudsman.org.uk

If you want help making a complaint, Healthwatch Hounslow can help you find independent NHS complaints advocacy services in your area.

Alternatively, POhWER is a charity that helps people to be involved in decisions being made about their care. Call POhWER’s support centre on 0300 456 2370 for advice.

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.

Your Data Matters to the NHS

Information about your health and care helps us to improve your individual care, speed up diagnosis, plan your local services and research new treatments. The NHS is committed to keeping patient information safe and always being clear about how it is used.

How your data is used

Information about your individual care such as treatment and diagnoses is collected about you whenever you use health and care services. It is also used to help us and other organisations for research and planning such as research into new treatments, deciding where to put GP clinics and planning for the number of doctors and nurses in your local hospital.  It is only used in this way when there is a clear legal basis to use the information to help improve health and care for you, your family and future generations.

Wherever possible we try to use data that does not identify you, but sometimes it is necessary to use your confidential patient information.

You have a choice

You do not need to do anything if you are happy about how your information is used. If you do not want your confidential patient information to be used for research and planning, you can choose to opt out securely online or through a telephone service. You can change your mind about your choice at any time.

Will choosing this opt-out affect your care and treatment?

No, choosing to opt out will not affect how information is used to support your care and treatment. You will still be invited for screening services, such as screenings for bowel cancer.

What do you need to do?

If you are happy for your confidential patient information to be used for research and planning, you do not need to do anything.

To find out more about the benefits of data sharing, how data is protected, or to make/change your opt-out choice visit www.nhs.uk/your-nhs-data-matters

Download a copy of the patient leaflet

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.

There is a new Central NHS Computer System called the Summary Care Record (SCR). It is an electronic record which contains information about the medicines you take, allergies you suffer from and any bad reactions to medicines you have had.

Why do I need a Summary Care Record?

Storing information in one place makes it easier for healthcare staff to treat you in an emergency, or when your GP practice is closed.

This information could make a difference to how a doctor decides to care for you, for example which medicines they choose to prescribe for you.

Who can see it?

Only healthcare staff involved in your care can see your Summary Care Record.

How do I know if I have one?

Over half of the population of England now have a Summary Care Record. You can find out whether Summary Care Records have come to your area by looking at our interactive map or by asking your GP

Do I have to have one?

No, it is not compulsory. If you choose to opt out of the scheme, then you will need to complete a form and bring it along to the surgery. You can use the form at the foot of this page.

More Information

For further information visit the NHS Care records website