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Wibsey Medical CentreTel: 01274 677457
Queensbury Health CentreTel: 01274 880507
Please note the surgery will be closed Thursday 16th July from 12.00pm for staff Training and re-open Friday 17th July at 8am. Should you require urgent medical assistance please contact NHS 111 or A&E.
Welcome to Wibsey & Queensbury Medical Practice
Wibsey & Queensbury Medical Practice is open every week day from 8:00am - 6:00pm daily.
Our four partner practice offers a full range of medical services to the communities of both Wibsey & Queensbury. Our two male and two female doctors have extensive experience within the NHS, and hold various surgeries throughout the day, every weekday.
The practice has a strong training and development ethos demonstrated by its commitment to staff development. This ethos enables the practice to be continually innovative, keeping up to date with current medical advances.
The doctors are supported by an experienced team of healthcare specialists and nurses who ensure that our patients receive the highest possible quality of care and treatment they require.
We are confident that our website will provide clear and concise help and give our patients the information they require in an easy and convenient format. It has been designed with the patients needs at the forefront of everything, from checking surgery opening times to letting us know what you think of us.
Please Have a look around our website and please do send us some feedback. We can use your thoughts to improve our online services & further develop the website to make it a more useful, practical application for our patients.
We hope to use our surgery website along with our Facebook page as a way of presenting all our patients with an up to date resource for all information relating to our practice. We will keep it current with any news, developments & details that are relevant to the practice & our patients. You can also find further details on our Facebook page.
Visit us on Facebook
Our practice nurses work from both premises and run our health promotion clinics including Asthma, Diabetes, Coronary Heart Disease and Smoking Cessation.
They also undertake cervical screening, contraception and immunisations. They are available for travel advice.
All doctors provide maternity services. Antenatal appointments are arranged at times to suit the patients and doctors.
The practice offers a comprehensive service within normal surgery hours.
The practice provides a minor surgery service eg the removal of warts and verrucae by liquid nitrogen and some joint injections.
The health visitors work in the practice child health clinics and in the community assessing the health needs of the young, elderly and disabled. They are generally available from 9.00am to 5.00pm but messages can always be left for them by telephoning Bradford 322012 for patients in the Wibsey area or Bradford 322027 for patients in the Buttershaw, Westwood Park area.
Please Ring for Test Results or to see if items are ready for collection Mornings after 10am Afternoons after 2pm.
Note that the practice has a strict policy regarding confidentiality and data protection and we will only release test results to the person to whom they relate unless that person has given prior permission for the release of this data or they are not capable of understanding the results.
When you take your test you will be told how long it will be before the results are returned to the practice.
It is your responsibility to check your results and to make an appointment to discuss them with your doctor if your are advised to do so.
Making a Complaint
Most problems can be sorted out quickly and easily with the person concerned, often at the time they arise, and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, giving as much detail as you can, as this helps us to establish what happened more easily. In any event, this should be:
If you are a registered patient you can complain about your own care. You are not normally able to complain about someone else’s treatment without their written authority. See the separate section in this leaflet for what to do in this case.
We are able to provide you with a separate complaints form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else. Please ask at reception for this. You can provide this in your own format providing it covers all of the necessary aspects.
Send your written complaint to:
Jill Wilson - Practice Manager, Wibsey & Queensbury Medical Practice, Fair Road, BD6 1TD
You may also make your complaint directly to NHS England, who commission our service:
By telephone: 0300 311 22 33
By email: email@example.com
By post: NHS England, PO Box 16738, Redditch, B97 9PT
What We Do Next
We aim to settle complaints as soon as possible.
We will usually acknowledge receipt within three working days, and aim to resolve the matter as soon as possible but will give you some idea of how long that may take at the outset. You will then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the investigation progresses.
When looking into a complaint, we attempt to see what happened and why, to see if there is something we can learn from this, and make it possible for you to discuss the issue with those involved if you wish to do so.
When the investigations are complete, a final written response will be sent to you.
Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been initially sent to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.
The final response letter will include details of the result of your complaint and also your right to refer the matter further to the Parliamentary and Health Service Ombudsman (details shown elsewhere in this leaflet) if you remain dissatisfied with the response.
The practice Complaints Manager is: Mrs Jill Wilson
Complaining on Behalf of Someone Else
We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it. In the event the patient is deceased, then we may agree to respond to a family member or anyone acting on their behalf or who has had an interest in the welfare of the patient.
Please ask at reception for the Complaints Form, which contains a suitable authority for the patient to sign to enable the complaint to proceed. Alternatively, we will send one to you to return to us when we receive your initial written complaint.
Where the patient is incapable of providing consent due to illness, accident or mental capacity, it may still be possible to deal with the complaint. Please provide the precise details of the circumstances that prevent this in your covering letter.
Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply. You may also find that if you are complaining on behalf of a child who is capable of making their own complaint, we will expect that child to contact us themselves to lodge their complaint.
We may still need to correspond directly with the patient, or may be able to deal directly with the third party. This depends on the wording of the authority provided.
If you are dissatisfied with the outcome
You have the right to approach the Parliamentary & Health Service Ombudsman. Their contact details are:
The Parliamentary and Health Service Ombudsman
Tel: 0345 015 4033
www.ombudsman.org.uk/make-a-complaint (to complain online or download a paper form)
You may also approach PALS, Healthwatch or the Independent Health Complaints Advocacy for help or advice;
The local Healthwatch can be found at:
The IHCA is able to be contacted at: www.seap.org.uk/services/nhs-complaints-advocacy
The Patient Advice and Liaison Service (PALS) is based at:
Bradford District Care Trust
10-16 St. Martins Avenue
Fieldhead Business Centre
Tel: 01274 251440
SystmOnline allows you to do things like booking appointments and ordering repeat prescriptions at a time convenient to you.
SystmOnline is also available as an app, which can be used on Apple devices (iPhones and iPads) and on Android devices (mobile phones and tablets). The app can be downloaded for free from the Apple App Store and from the Google Play Store. Simply click the relevant logo on the SystmOnline Login page.
Note: SystmOnline is only available from within the UK. You cannot access SystmOnline from abroad.
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To use the SystmOnline service, you will need to go to your registered GP practice to request a SystmOnline username and password. You cannot register for this service online because the practice needs to verify your identity. Consider calling the practice in advance to find out what kind of identification you will need to take with you, e.g. a driving licence.
Once you have registered at your GP practice, they will give you a SystmOnline username and password. If they hold an email address for you that has been verified as being correct (this means the practice has sent an email to you in the past and you have replied to it), they will also send you a confirmation email containing your SystmOnline username and the SystmOnline website address.
Wait an hour before trying to log in to the website. Your GP practice may have set up a link from its own practice website, which you can follow to access the Login page. Otherwise, your practice will have given you the web address you need to type into your web browser.
Type in your username and password and click Login.
If you have been granted access to other SystmOnline accounts, you will see a list of usernames you can choose to log in as. Click Login As This Person to choose the account you want to use. This might happen if you have a relative who is not confident using a computer and has granted access to you so that you can use SystmOnline on their behalf. Click here for instructions on how to give another person access to your SystmOnline account.
You will then see the SystmOnline Home page, which shows your details and your GP practice's contact details at the top.
Note: The services available here will depend on the services your GP practice has decided to offer; therefore, not all of those listed in this guide may be available to you.
You can navigate to all the online services from the Home page. To return to it, click Home in the blue menu bar or click the Back button on any page.
You will initially be given a random password and when you log on for the first time, you will be prompted to change it to something more memorable. Passwords must be eight or more characters long and must contain at least one number and one non-alphanumeric character, e.g. '!' or '?'.
If you need to change your password at any other time:
If you forget your password, you can reset it yourself, provided your practice has an email address for you that has been verified as being correct (this means the practice has sent an email to you in the past and you have replied to it).
To reset a forgotten password yourself:
If you do not have an email address that has been checked, you will need to visit your practice in person and ask for your password to be reset. When you log in with the replacement password, you will be prompted to change it to a password of your own choice.
To log out:
Note: The website will automatically log out after a period of inactivity. Type in your username and password to log in again.
As a practice, we wanted to let you know that we are still here, able and willing to support you and provide services for your on-going or developing medical needs.
We are also able to still see you face to face but only if this is essential. Currently, we will need to speak / video consult with you first as the best way to keep you safe and maintain your health.
We would also like to provide you with some additional information by answering some questions from young people on their healthcare and about COVID-19. We hope that our answers may help you cope with the restrictions that lockdown or self-isolation may have on your overall well-being.
Q1. Is it OK to be worried about what’s happening?
These are truly extra-ordinary times where information and issues are changing extremely rapidly. It is not surprising that each day can feel totally different to the next and this is unsettling. What’s happening in the world right now can feel daunting, unable to make plans even for the immediate future - it’s very normal to feel anxious and unsure about things.
Maybe your exams have been cancelled, or your first year at university has come to a sudden halt, or school has been closed for the foreseeable future? Whether you’re feeling overwhelmed, unproductive, anxious or hopeless, your feelings are justified – you are not alone in feeling this way.
Q2. Can I call to speak to a doctor if I am worried about my health?
If you are feeling very overwhelmed and are struggling to function normally, there is help available. Please contact us – we are still here to help. Calls may take a little longer to answer but we will endeavour to manage and direct your call to the most appropriate person to help with your medical query / need.
Q3. Will any contact I make be confidential?
As a registered patient of ours, you are entitled to receive medical support, care and assistance from our staff. You do not need permission from your parents or guardian to make an appointment or chat to one of our doctors or nurses. Please be reassured that contact and discussions with any of our staff is treated with confidence, as will the opportunity to speak or consult with one of our clinical staff.
Q4. I have read that I could e-mail the doctor with a question, is this possible?
As of 1 April 2020 we are operating ‘e-consult.’ This means you can send us a question or concern and we will get back to you, on the same day, with a response. This is new for us and you will need to register to be able to use the service. If you are under 16, your parents will need to register on your behalf, but then you will be able to send a request yourself, and receive a reply back to your given e-mail.
Q5. Will you have a record of my mobile or e-mail address if you need to contact me?
With the increased role of technology in all we do now, it is very important that we have a current mobile and e-mail address for you, so that, with your permission, we can text or contact you directly. We may have an old contact or a parent’s mobile number attached to your records so to update your details would help us ensure we can keep in contact with you appropriately and directly when you need advice or support.
Q6. I am a young carer, should I let you know about this?
Absolutely - yes please. Whether you have been a carer of others in your family for a while or just recently because of COVID-19 please contact the surgery so we can make a note of this. If you are struggling or having difficulties with your caring responsibilities or if you have any questions, we would be happy to try and help.
Q7. Social Media is giving me mixed messages and confusing me, how do I know what is true and what is false?
Sometimes feeling stressed or anxious can be related to seeing lots of media coverage and new stories about the impact of COVID-19. At the moment, there is a lot of coverage from all media and although it is important to stay informed, consider taking a break from social media if you feel things are getting on top of you.
However some days, social media might be your only source of news and information. While some of what you read is trustworthy, a lot of it isn’t, and it’s put out there to scare and confuse you. Consuming so much of this information at once can make you feel more anxious and it’s important to know when to give yourself a break from it. Social media can also be fantastic, try to use it for positive and upbeat interactions with friends and family.
Q8. So where should I get my advice and information about COVID-19?
Only take advice from trusted government and health service websites such as GOV.uk or nhs.uk. These have all the latest facts and figures to give consistent advice on how to prevent spreading, catching it and what to do if you think you have coronavirus.
Q9. How can I occupy myself to avoid boredom and feeling even worse about things?
Despite the loss of normal routine and activities, try to develop and implement a new routine that provides a balance of several different activities and interactions with others. At times like these, it can be easy to fall into unhealthy patterns of behaviour, which can make you feel worse.
Simple things you can do to stay mentally and physically active during this time include:
Q10. What is out there to help me cope with this pandemic?
Here are some websites, apps and resources focused on helping you navigate through these uncertain times as well as supporting your emotional and physical well-being.
UK information websites on COVID-19
Websites offering links to a number of young people friendly resources
Websites offering advice on keeping fit, at home
Young people friendly websites offering advice, applications and resources on mental health and well-being
Websites offering advice on keeping safe online
During the COVID-19 outbreak, the practice is operating in a very different manner.
Appointments will largely be conducted by telephone or even video rather than being face to face and we are very focussed on the large numbers of unwell patients that we are managing and supporting.
We would like to reassure you that we are still very much still here to help and support you with any concerns or queries you have. We are only too aware that children will continue to get unwell from the usual childhood ailments, unrelated to COVID-19 and will require the normal standard of care.
All community health and social care services remain in operation. Health visitors, 0-19 Teams, social care and workers, hospitals and GP practices (including ours), Out of Hours and 111 are all still providing care and support. Please call them if you have any concerns.
Our normal telephone / switchboard number remains the same for you to call us too. To ensure your call is appropriately prioritised and directed to the right clinician, please mention to the receptionists what your query or concern is about and also if your child is being given early help support; on a Child Protection Plan; on a Child In Need plan, or if you are looking after a child who is in foster care.
The following have some useful advice and suggestions that can help children and families cope with having to remain socially isolated, in lockdown and socially distanced from others in challenging times.
1. Trusted websites for COVID-19 information
At the moment, there is a lot of coverage from all media and although it is important to stay informed, it might make you feel as if things are getting on top of you. Feeling stressed or anxious related to seeing lots of new stories about the impact of COVID-19 will be a common reaction. It is OK and quite normal to feel this way.
Try to only take advice from trusted government and health service websites. These have all the latest facts and figures to give consistent advice on how to prevent spreading, catching it and what to do if you think you have Coronavirus. Some are suggested below.
2. Websites offering advice on keeping safe online
3. Managing an unwell child during social isolation and distancing
Advice for parents during coronavirus
Whilst coronavirus is infectious to children it is rarely serious. If your child is unwell it is likely to be a non-coronavirus illness, rather than coronavirus itself.
Whilst it is extremely important to follow Government advice to stay at home during this period, it can be confusing to know what to do when your child is unwell or injured.
Remember that NHS 111, GPs and hospitals are still providing the same safe care that they have always done. Here is some advice to help:
4. Helping families with younger children cope with ‘social isolation and distancing’
For those of you with younger children in the household, we are aware how difficult it can be to get across the messages and explain what it means to be in ‘lockdown’ and to both socially isolate and distance from others. We hope you may find the following free resources useful to help your younger children follow the current restrictions in place.
Also, checkout the free children’s book on Coronavirus, illustrated by Axel Scheffler, famed for the award winning ‘The Gruffalo.’: https://axelscheffler.com/books-for-older-children/coronavirus
5. Helping families with older children cope with ‘social isolation and distancing’
For most children, try to develop and implement a new routine that all family members can follow. This will provides a balance of several different activities and appropriate interactions with others. At times like these, it can be easy to fall into unhealthy patterns of behaviour, which can make you feel worse.
6. Helping families with emotional and physical well-being
Having to be in ‘lockdown’, socially isolate and distance yourself (and your family) from your colleagues, friends and family members will make many of us feel stressed and anxious. These are truly extra-ordinary times where information and issues are changing extremely rapidly. It is not surprising that each day can feel totally different to the next and this is unsettling. What’s happening in the world right now can feel daunting, unable to make plans even for the immediate future - it’s very normal to feel worried and unsure about things.
We want you to look after yourself and your family during these difficult times. The following resources can help you and your family with your emotional and physical well-being.
Websites offering emotional well-being and support
Call 0800 1111
Call 0808 800 5000
Call 116 123
Websites offering advice on keeping fit, physical well-being
Everyone should feel safe at home. For anyone who feels they are at risk of abuse, it is important to remember that there is help and support available to you, including police response, online support, helplines, refuges and other services.
If you or someone else is in immediate danger please call 999 and ask for the police. If you are not safe to speak – for mobiles use the Silent Solution system: call 999 then press 55 when prompted. If you can’t use a voice phone, register with the police text service - text REGISTER to 999. You will get a text which tells you what to do next. Do this when it is safe so you can text when you are in danger
Here are the details of local support services:
North Yorkshire Domestic Abuse Services: IDAS https://www.idas.org.uk/, 03000 110 110
Also available for advice & support are national services:
Anyone can be a victim of domestic abuse, regardless of gender, age, ethnicity, socio-economic status, sexuality or background.
GP practices are still here to help. Please telephone or submit an e-consultation via our practice website.
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