Practice Information

Hawes Surgery has a small car park adjoining the surgery which patients are free to use. We would politely request that vehicles are removed when not visiting the surgery as this frees up spaces for other patients and visitors to the surgery. There is plenty of free on-street parking near the surgery and there is a pay and display car park at the Dales Museum. Both the front and back door are accessible by wheelchair but the back door is easier as there is only one door from the outside as there is no porch to the rear of the building.

Aysgarth surgery also has a small car park adjoining the building which patients are free to use. Again, we would politely ask that vehicles are removed when not visiting the surgery as this frees up the spaces for other patients and visitors. There is no parking in the space in front of the double doors as this is needed for emergencies (ambulance access etc). There are additional free parking spaces across from the surgery car park entrance. The front door is accessible by wheelchair.

We will contact you if a test results comes back needing action or follow up. If you do not hear from us you can assume that your results have come back as normal or satisfactory. However you may call us to check your results if you prefer (if you do wish to do this, please call between 1.30pm and 3.00pm). Reception staff will be able to give you a response of ‘normal’ or ‘satisfactory’ or ‘to see GP’ etc but will not be able to disclose readings or give any further information. You will need to see a GP/ANP for this as they are trained to interpret results.

Please note that x-rays, scans, hospital letters etc can take several weeks to come through to the practice.

If you would like to see a GP/ANP to discuss results of any tests or x-rays etc, please check with the receptionist to see if the results are back before making a telephone appointment otherwise it will be a wasted appointment as the GP/ANP will not be able to access the results.

Please also note that due to patient confidentiality and data protection we will only give out results to the person to whom they relate, unless that patient has given permission for their release or if they do not have the capacity to understand the results. Please be aware that results will only be given to patients aged 14 years and over, unless they have expressly consented to their parent/guardian/carer being informed of the results. We are duty bound to protect our patient’s confidentiality.

Registering is easy. Simply call into one of our sites (Hawes surgery or Aysgarth surgery) with photo ID and we will give you the forms to complete. It is easier and more efficient for us to register all members of the household at the same time. You will need to provide photo ID for each member of the family. Where there are children who may not have photo ID, please bring their birth certificates.

It is important that people new to the area register with us when they arrive so that we can request their medical records so that we have these to hand, in the event they need to be seen or need repeat medications. We would also like to remind new parents to register their newborn child with us as soon as possible as until they do this, we do not know the baby’s details and the baby does not have a medical record with us. The little red book contains all the information we need to register the baby (if no birth certificate has been issued at that point).

Please inform us of any change in name, address or telephone numbers so that we have the correct information held on your medical record.

Patients will be removed from our list for any of the following reasons:

• Verbal or physical abuse directed at staff (we are a Zero Tolerance practice)
• Acts or threats of violence towards practice staff
• Actions that may compromise the provision of medical services to the practice population as a whole
• Where there has been a breakdown of relationship between you and the clinical staff

We would ask that at all times you show respect to our staff.

If you have a complaint or concern about the care and treatment you have received from any of the staff at Central Dales Practice please let us know. We hope that most problems can be sorted out easily and in a timely manner by raising this with the person concerned at the time. However, if your problem is not one that can be sorted out in this way, we would like you to let us know as soon as possible, as this will help us to establish what happened more easily. Please put your complaint in writing addressed to:

Lynn Irwin
Managing Partner
Central Dales Practice
The Health Centre
The Holme
Hawes
North Yorkshire
DL8 3QR

We will acknowledge your complaint within two working days and aim to have a full response to you within 21 days. We will investigate the matter to find out what went wrong, what could have been done differently, any lessons we can learn as a practice and ensure you receive an apology where this is appropriate.

Please note that we cannot deal with complaints raised on behalf of someone else unless they give us their express consent to do so (in writing).

Central Dales Practice are committed to providing patients with a safe environment in which patients and staff can feel confident that best practice is being followed and patients’ wellbeing is priority. Part of this is the provision of a chaperone. A chaperone can be present for any consultation, examination or procedure where the patient feels one necessary. There are many procedures where a chaperone will be routinely present (unless the patient declines) and there are many examinations where a chaperone will be offered to the patient. All chaperones have been trained for the role.

If you know you would like or may need a chaperone present during your appointment, please request this when booking your appointment so that one can be available. This will prevent a delay in our service to you and other patients.

A clinician may also require a chaperone to be present for certain consultations.

A copy of our chaperone Policy is available in the waiting area at both surgeries.

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

The average pay for GPs working in Central Dales Practice in the last financial year was £40,904 before tax and National Insurance. This is for 2 full time GPs and 1 part time GP who worked in the practice for more than 6 months.