Patient Information Guide
ESOPS Head Office:
Pacific House, 1 Easter Island Place
- Appointment line: 01323 404 900
- General enquiries: 01323 404 900
Hours of Operation:
Monday through Friday: 9:00 a.m. - 5:00 p.m.
We are closed on public holidays.
- Ear, Nose
with facility for disabled
PATIENT RIGHTS AND RESPONSIBILITIES
East Sussex Outpatient Services (ESOPS) is pleased you have selected us to provide your healthcare. We want to improve your health and well-being. We will make your visit as pleasant for you as possible. As part of our service to you we are committed to improving healthcare quality. We also train future healthcare professionals and office staff. In all of these activities, our employees will respect and support your rights as a patient.
Your basic rights and responsibilities are outlined in this document. Please talk with one of our team members or a patient advocate if you have any questions or would like more information about your rights.
I. Respect and Non discrimination
will be treated with dignity, compassion, and respect as an individual. Your
privacy will be protected. You will receive care in a safe environment. We will
seek to honour your personal and religious values.
order to provide a safe treatment environment for all patients and
staff, you are expected to respect other patients and staff
and to follow the facility’s rules. Avoid unsafe acts that place others at risk
for accidents or injuries. Please immediately report any condition you believe
to be unsafe.
II. Information Disclosure and Confidentiality
will be given information about the health benefits you can receive. The
information will be provided in a way you can understand.
- Your medical record will be kept confidential.
The information provided will be
kept securely and confidentially in accordance with the requirements of the
Data Protection Act applying the same high standards that you expect from your
GP surgery. As a
patient of ESOPS you have the right to view any records that we as an
organisation may hold on you. If you do wish to view your records please speak
to an office team member.
will be informed of all outcomes of care, including any potential injuries.
III. Participation in Treatment Decisions
and any persons you choose, will be involved in all decisions about your care.
You will be given information you can understand about the benefits and risks
will be given other options. You can agree to or refuse treatment. You will be
told what is likely to happen to you if you refuse treatment. Refusing
treatment will not affect your rights to future care but you take
responsibility for the possible results to your health.
your clinician about your current condition, medicines (including
over-the-counter and herbals), and medical history. Also, share any other
information that affects your health.
should ask questions when you do not understand something about your care.
Being involved is very important for you to get the best possible results.
will be given, in writing, the name and title of the clinician in charge of
your care. As our partner in healthcare, you have the right to be involved in
choosing your clinician.
- You also have the right to know the names and
titles of those who provide you care. This includes students, residents and
trainees. Clinicians will properly introduce themselves when they take part in
will be educated about your role and responsibilities as a patient. This
includes your participation in decision making.
you believe you cannot follow the treatment plan, you have a responsibility to
notify your clinician or treatment team.
have the right to have your pain assessed and to receive treatment to manage
your pain. You and your treatment team will develop a pain management plan
together. You are expected to help the treatment team by telling them if you
have pain and if the treatment is working.
have the right to choose whether you will participate in any research project.
Any research will be clearly identified. Potential risks of the research will
be identified and there will be no pressure on you to participate.
will be included in resolving any ethical issues about your care. You may
consult other staff knowledgeable about healthcare ethics.
shouldkeep appointments, or cancel within reasonable time.
Receiving treatment within the maximum waiting times may be compromised unless
you do. If you do not keep your appointment without telling us we may discharge
you back to your GP.
- You are
encouraged and expected to seek help from your treatment team or a patient
advocate if you have problems or complaints.
- You will be
given understandable information about the complaint process. You may complain
verbally or in writing, without fear of retaliation.
- You have the right
to have any complaint you make about NHS
services dealt with efficiently and to have it properly investigated.
- You have the rightto know the outcome of any investigation into your complaint.
- You have the rightto take your complaint to the Health Service Ombudsman where you
have exhausted any other rights of appeal or review.
- You have the right
to make a claim for judicial review if you
think you have been directly affected by an unlawful NHS decision or action.
- You have the rightto
compensation where you have been harmed by negligent treatment
Please contact a member of our office staff if you would like a copy of our complaints procedure. You can also obtain independent advice through thePatient Advice and Liaison Service (PALS) or contact the Care Quality Commission (CQC) via the following links:
Patient Advice and Liaison Service (PALS)
For patients living in the Eastbourne area:
- Telephone: 01323 435886.
- E-Mail: firstname.lastname@example.org
For patients living in the Bexhill, Hastings & Rother area:
- Telephone: 01424 758090.
- E-Mail: email@example.com
Care Quality Commission (CQC)
National Customer Service Centre
Newcastle upon Tyne
- Telephone: 03000 616161
- E-Mail: firstname.lastname@example.org