We want to provide high-quality and compassionate care to all patients. We will make sure that you are involved in any decisions made about you. We want to make sure that the care you receive is dignified and private, no matter where your care takes place.

Our healthcare professionals want to deliver high standards of care to you and this leaflet explains what you can expect from your healthcare team. If at any time you wish to compliment or complain about the standard of care you receive the contact details are at the bottom of this leaflet. We take all complaints very seriously. Equally, we are delighted when you compliment the care you have received.

What happens to the information you have about me?

We will keep information about you private and only share it when necessary with other professionals and agencies involved in your care. If we need to share your information, we will discuss this with you. An example of this may be when a child is referred by a health visitor for speech and language therapy, or when a community nurse may suggest that another healthcare professional (for example a podiatrist) would be able to support your recovery.

What can you expect from us?

• We will treat you as an individual, fairly and without discrimination. This applies to both our patients and our staff. We will provide an equal service to all groups of people, regardless of age, gender, race or sexual orientation. If you have made a complaint about our services in the past, we will not let this affect how we provide a service to you now or in the future.
• We will treat you as an individual, and not make assumptions about you based on the clothes you wear or your appearance.
• We will respect you and make sure you are involved in all your health care decisions. Your care plan with be discussed with you, and if you wish with your relatives or carers, ensuring that your personal goals are met.
• We will treat you with dignity and protect your modesty, especially with those aspects of care that are private, so that you don’t feel embarrassed. This means that meetings will be held, when appropriate in a room with the door closed. Curtains will also be pulled around your bed or treatment area to retain privacy.
• If you are an inpatient at a hospital we will make sure that your health needs are met. This includes making sure you have the right type, and portions, of food and drink that promote your recovery. We will also make sure you have food and drink that meets your cultural or religious beliefs.
• When helping you with basic tasks, for example walking and bathing, we will do so in such a way that we don’t take away your choices and independence.
• In a hospital, we aim to make sure you will be cared for in same sex accommodation. In very rare circumstances this might not be possible but we will talk to you and discuss this should we need to. Some areas will be mixed sex (for example, dining rooms or seating areas) but we will explain these to you.
• In our hospitals, we will aim to provide you with what you require to practice your faith.
• When we visit you at home, we will ask you where you want your care or therapy carried out. If other people are at home with you, we will always check if you want them to be with you during our visit.
• Staff will turn their mobile phones off and will not receive calls that interrupt your care.
• When there is more than one healthcare professional working with you we will not have personal conversations with each other that do not include or involve you.
• You have the right to decline our advice and suggestions. We will explain and give you information that will help you make decisions about your health and wellbeing or care. If you don’t feel that the suggested care or treatment is right for you, we will work with you to find alternative solutions to improve your health and help you stay well.
• We will seek your consent for care and treatment. We will give you enough information about any benefits or risks to any care, treatment or therapy. We will provide information in a way that you are able to understand. We will give you time to weigh up all the pros and cons before you agree and consent (or not).
• When we need to refer you to other healthcare professionals, we will discuss this with you first. If you do not want us to share your information then we may not be able to treat you but we will make sure that we explain what effect this may have on you.
• You have the right to be involved in research trials and studies if you would like to. If you opt out of an audit or decline to be involved in a research study you will not be disadvantaged for making that choice.
• If you don’t have capacity to make decisions about your health care we will always act in your best interests and consult others as appropriate and in line with legislation.
• We know that a smile, a welcome or hello, can make a huge difference when you are receiving our care. We will always be compassionate and if you do not feel that we are please tell us so we can get it right.