People who use our services can expect high-quality, compassionate care. We want to make sure that the care you receive is private and dignified, no matter where your care takes place.

We also want to ensure that all of our patients are treated promptly, in line with national guidance and good practice.

Personal consideration and respect
Patients have a right to:

  • Be treated as individuals
  • Be welcomed and offered assistance on arrival
  • Be listened to and have their views taken into account
  • Be treated courteously at all times
  • Know who is looking after them
  • Be cared for in a single-sex environment, never sharing a bay with patients of the opposite sex unless in an emergency or times of significant crisis
  • Have access to appropriately segregated toilet and washing facilities.

What patients can expect from us:

  • Staff will introduce themselves, giving their name and role, including during telephone conversations
  • Staff will always wear their identification badges
  • Staff will ask you how you wish to be addressed
  • Staff working with children and young people in all settings should promote and protect their individual rights of where they receive care and treatment. This involves being cared for in a culturally sensitive environment; ensuring privacy and confidentiality during all episodes of care (RCN,2003)
  • Staff will not have personal conversations with co-workers that exclude you (such as talking to a colleague about the rest of the day’s workload) while caring for you
  • Staff will knock before entering your room, or will wait for a reply from you before opening curtains
  • You will be asked whether you have any objection to healthcare professionals not directly involved in your care being present at ward rounds or consultations
  • Staff will ensure that a patient who does not speak or understand English has access to interpretation services
  • If appropriate, staff should make use of advocacy services to support you.

Accessible Information Standard

The Accessible Information Standard sets out what steps health and social care services should take so that patients, service users and carers receive information in the format they require and have appropriate support to help them to communicate.

This means if you have a disability or a communication need, information will be provided in a different format if you need it, such as large print, Braille, easy read, British Sign Language etc.

The Accessible Information Standard requires organisations that provide NHS or adult social care to:

  • Ask people if they have any information or communication needs, and find out how to meet their needs
  • Record those needs clearly and in a set way
  • Highlight the person’s file or notes so it is clear that they have information or communication needs and how to meet those needs
  • Share information about a person’s communication needs with other providers of NHS and adult social care, when they have consent or permission to do so
  • Take steps to ensure that people receive information which they can access and understand, and receive communication support if they need it.

Our Trust is working towards full compliance with the Standard. If you have an information or communication need please let us know. The next time you are in contact with one of our services ask the member of staff to record your communication needs in your hospital medical record.

To find out more about the Accessible Information Standard visit the NHS England website at:


  • All staff are bound by a legal duty of confidence to protect your personal information that they may come into contact with
  • All staff are obliged to keep your personal identifiable information safe and strictly confidential
  • Patient information is shared to enable care, with consent.

Privacy, dignity and modesty
Patients have a right to:

  • Be treated with dignity at all times
  • Have their modesty protected
  • Remain autonomous and independent wherever possible.

Equality and diversity
Patients have a right to:

  • Have their spiritual and cultural needs recognised and respected
  • Have their gender, race, sexuality, disability, illness or age recognised and respected
  • Receive help to access our services or direction to the most appropriate services.

Providing prompt treatment

We want to ensure that all of our patients are treated promptly, in line with national guidance and good practice.

We aim to start your treatment within 18 weeks of your GP referring you. This means that if you need an operation you will be admitted to hospital within 18 weeks or, if your treatment can be given in an outpatient clinic it will be started within that time. Of course, if your consultant decides that your treatment is needed urgently, it will be started much more quickly.

Please turn-up for your appointments

It is vital that you are available for appointments, tests and treatment. Wherever possible, we will give you the opportunity to agree the date and time of your visits to make it easier for you to attend. If you are unable to attend an appointment please tell us straightaway so that we can offer that appointment to another patient.

If you do not attend for your first appointment, or if you do not attend two follow-up appointments, you will be referred back to the care of your GP (unless there are exceptional circumstances). We would then be happy to accept a new referral from your GP if treatment is needed at some point in the future.

If you cancel more than one appointment, you will be referred back to the care of your GP.

If you need an operation, you must be fit and well enough to undergo that operation within 18 weeks of referral from your GP. If you are not fit enough to undergo surgery you will be returned to the care of your GP until you are.

It is important that you have your operation / treatment

If the decision has been made that you need to come into hospital for an operation or treatment you should make every effort to be available on the date given. You will be given three weeks’ notice.

If you cancel on more than one occasion, you will be referred back to the care of your GP.

You may choose to delay your operation/treatment for up to four weeks for personal reasons i.e. work commitments or holidays. However, if you decline two offered dates and cannot make yourself available within four weeks, your consultant may discharge you back to the care of your GP.

If you need to postpone your operation/treatment due to illness which you expect to last longer than two weeks, you will be removed from the waiting list and your consultant will decide whether to offer another date or discharge you back to your GP.

There are occasions when we may have to cancel an appointment or your treatment, due to unforeseen circumstances. We try to avoid this where at all possible, but if this happens we will contact you promptly to agree an alternative date.