Our staff are committed to meeting the patients’ needs and expectations. Patients are encouraged to speak to any staff member at any time whilst they are here or after they have left. Complaints and compliment forms are available from reception.
If a patient wishes to contact the Registered Manager on any matter they can either ask at reception or call 01132 57 67 8701132 57 67 87 or email email@example.com or write to Robin Lane Health and Wellbeing Centre, Robin Lane, Pudsey, LS28 7DE.
Our patients can be assured that staff receive appropriate clinical and customer service training in order to meet our objectives and that we are committed to continually enhance and improve the quality of care for patients ensuring we meet regulations and standards by the relevant bodies.
All employees have the appropriate education, skills and experience to undertake the work for which they are employed. All healthcare professionals are registered with and regulated by the appropriate governing body including the Nursing and Midwifery Council, the General Medical Council, and the General Pharmaceutical Council.
Services offered by our Practice
Robin Lane Health and Wellbeing Centre has two formal contracts with the NHS: a primary medical services contract and a community eye care provision contract.
The PMS services provided by our Practice are defined under the NHS Standard Contract.
These services are mainly split into three groups:
Our essential services include the day to day medical care of the practice population such as health promotion, management of minor and self-limiting illness and referral to secondary care services and other agencies as appropriate, the general management of patients who are terminally ill and chronic disease management.
Our core services include:
- GP consultations
- Advanced nurse practitioner consultations
- Practice nursing consultations and Asthma, COPD, Diabetes and CHD clinics
- Healthcare assistant consultations
Our Additional services include:
- Cervical cytology screening
- Contraceptive services
- Vaccinations and immunisations
- Child health surveillance
- Maternity services
- Certain minor surgery procedures including curettage and cautery.
- Vaccinations and immunisations
Our enhanced services include:
- Childhood vaccinations and immunisations
- Contraceptive coil fitting
- Extended minor surgery
- Influenza vaccinations
- Proactive and planned care home and housebound service
- Implanon Service
- DMARDS Service
Other practice services
- Child health and development
- Dressing clinics
- Ear wax and syringing
- ECGs (electrical heart trace)
- End of life care
- Lung testing (spirometry)
- Medication review
- Men’s health
- Mental health
- Pregnancy testing and contraceptive advice
- Ring pessary replacement
- Stop smoking support
- Travel advice
- Women’s health
Our Practice also provides services which are non NHS and are paid for by the patient. These services include:
- Insurance claim forms
- Non NHS vaccinations
- Pre-employment HGV and taxi medicals
- Private sick notes
- Vaccination certificates
The eye care service is a rapidly growing outpatient service drawing patients from mainly North, South and West Leeds.
Our eye care services include the diagnosis, treatment and monitoring of the following eye care conditions:
- Glaucoma assessment
- Glaucoma monitoring
- External eye disease
- Watery eyes and dry eyes
- Non acute floaters and flashers
- Minor surgery
- Retinal problems
- Dry ARMD
- Non-neurological blurred vision
- Ophthalmic opinion
- Low vision
- Visual field loss
- Fundal problems
- Pigmented lesions
- Triage service for any other condition not listed
- Other general adult eye conditions
Where children are required to attend our services, they are normally escorted by a parent or guardian. There is no age restriction for patients accessing our primary medical services. Our ophthalmology service is restricted to adults only.
Privacy and Dignity
Patient privacy and dignity will be respected at all times. Our ethos is to understand ad consider the diversity of all our patients, their cultures, customs and religions. Our staff are delighted to help with any special requests or concerns that patients may have. Patients should contact us on 01132 576 787 (for primary medical services) and 01133 955 833 (for the ophthalmology service.
We welcome comments and suggestions and have a complaints policy and protocol in place for managing complaints. In the first instance, complaints should be raised verbally with the relevant individual at the time of the complaint. Where this does not resolve the issue or if the patient wishes to raise a more formal complaint, complaints should be address to the Practice Manager either in writing or using our complaints form or emailing us at firstname.lastname@example.org. Relevant details are recorded so that the complaint can be investigated and responded to in a timely manner. If the complaint is not resolved to the satisfaction of the patient, the patient can complain to the Parliamentary and Health Service Ombudsman by downloading a leaflet from http://www.ombudsman.org.uk/make-a-complaint/how-to-complain/download-leaflets-and-forms2 or calling the Ombudsman on 0345 015 4033, or make a complaint online at https://ombudsman.achieveservice.com/module/home? In addition, the complainant may write to the following address:
Parliamentary and Health Service Ombudsman
Fax: 0300 061 4000
Safeguarding of Children and Vulnerable Adults
All staff employed by Robin Lane Health and Wellbeing Centre are trained to the relevant level to deal with safeguarding of Children and vulnerable Adults, which for administration staff is Level 1, for clinical staff is Level 2, and for safeguarding leads is Level 3.
Policies and procedures are in place to ensure that any concerns are dealt with in a timely manner. Links have been established with the local Leeds Safeguarding Teams, with all the information on how to contact them readily available to all staff. All staff are encouraged to raise concerns on site.
Care Quality Commission Registration
Robin Lane Health and Wellbeing Centre is regulated by The Health and Social Care Act 2008 and receive visits from the Care Quality Commission inspectors. Reports are available from www.cqc.org.uk
Our Commitment to your Wellbeing
The partnership is committed to the health and wellbeing of our registered population and to the wider community. Our commitment is expressed in a variety of ways, including:
- Commitment to patient choice
- Regular surveys and feedback opportunities for patients
- A commitment to provide proactive and preventative medicine
- The establishment of a Charitable Foundation Trust and Wellbeing Centre that contributes over 69 different health and wellbeing activities over and above the regulated activities provided by Robin Lane Health and Wellbeing Centre.
- We work closely with a wide range of partners including, Leeds West CCG, Leeds Teaching Hospitals Trust, Leeds City Council, Leeds Community Healthcare Trust, Leeds Partnership Foundation Trust, Love Pudsey Charity, and many other third sector organisations.
Putting Patients First
Robin Lane Health and Wellbeing Centre is committed to achieving the highest possible standard of primary health care and in so doing, we recognise the centrality of the patient’s personal dignigity, individuality, and right to privacy.
Furthermore, we are committed to continuous improvement and flexibility in the interests of improving our service to the patient. Our clinical practice is founded on proven knowledge and research, as demonstrated in the first of our 9 values, thus putting quality first and foremost in all that we do.
We recognise and are fully committed to patients rights, in particular:
- The right to receive safe skilled care redelivered with consideration and respect
- The right to consideration, privacy and confidentiality
- The right to be informed about information on the care and treatment available
- The right to refuse care, treatment and investigations, and to be informed of the consequences of such actions.
Our patients can be assured that our healthcare professionals are regulated by the relevant bodies and are bound by the respective Codes of Conduct that underpin the professional license to practice medicine, nursing and pharmacy.
All clinical staff and relevant non clinical staff are training in infection control. Our audit and monitoring process, supported by our corporate assurance framework, enables the organisation to review infection control procedures and practices on a continual basis.
Robin Lane Health and Wellbeing Centre is committed to reducing and eliminating the risks of infection and cross infection. Principally, all staff receive regular hand wash training and inspection and all clinical rooms contain liquid soap dispenses and disposable handtowels. As part of our supportive training practice, we have purchased ultraviolet light equipment that helps to demonstrate effectively the impact of correct and incorrect hand washing procedures.
In accordance with safety requirements, the fire alarms are tested on a regular basis. Should alarms sound at any other time than the planned fire alarm test date, staff assume that there is a fire, and procedures are in place to manage the evacuation of patients and staff to the fire assembly point. In addition, Robin Lane Health and Wellbeing Centre have trained Fire Marshalls to assist in the event of a fire.
Robin Lane Health and Wellbeing Centre operates a strict no smoking policy on the premises at any time.
Patients are requested to silence mobile phones whilst in the building so as to show both courtesy to other patients and also to maximise time with the consulting clinician.
Confidentiality of Medical Records
All patient information is considered to be confidential and we comply fully with the Data Protection Act to keep confidential data safe and secure. All employees have access to this information in relation to their role and have signed a confidentiality agreement. Relevant information may be shared within the multi-disciplinary health care team at the practice and with other health care professionals to whom a patient is referred. Those individuals have a professional and contractual duty of confidentiality.
Confidential and identifiable information relating to patients will not be disclosed to other individuals without their explicit consent, unless ordered to do so by court order or where it is in the public interest to do so to prevent harm.
The Data Protection Act and The Access to Health Records Act allow a patient to find out what information is held in their health records and those of someone who has died in some circumstances. A patient wishing to see health records should make a written request to the Practice.
Consent and Chaperone
Consulting rooms are located away from reception desk where no conversation can be overheard or examination seen. No patient is ever examined or procedure undertaken without consent. A chaperone is available upon request.
We encourage patients to let us know if they are a carer or are cared for by another person as this helps to alert us to possible needs in this role. A carer is someone who, without payment, provides help and support to a partner, child, relative, friend or neighbour who could not manage without their help. This could be due to age, physical or mental illness, substance misuse or disability. Anyone can become a carer, carers come from all walks of life, all cultures and can be of any age. We encourage patients to let us know if they are a carer or are cared for by another person as this helps to alert us to possible needs in this role.
Continuity of Care and the ‘Therapeutic relationship’
Building and maintaining a strong relationship between doctors, health professionals, and patients is essential to the way we work. This is especially so in the management of ongoing problems, long-term illness and care of the elderly. In these circumstances we would encourage you to continue seeing the same health professional and wherever possible we will facilitate this through our appointments system. However, if you have a new problem, the doctor or nurse that you normally see is not available, or you would like to see someone else then we would encourage you to see any of the doctors or nurses at the practice.