Patient Information Guide

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

• You 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.
  
• In 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

• You 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.
  
• You will be informed of all outcomes of care, including any potential injuries.
  

III. Participation in Treatment Decisions

• You, 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 of treatment.
  
• You 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.
  
• Tell 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.
  
• You 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.
  
• You 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 your care.
  
• You will be educated about your role and responsibilities as a patient. This includes your participation in decision making.
  
• If you believe you cannot follow the treatment plan, you have a responsibility to notify your clinician or treatment team.
  
• You 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.
  
• You 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.
  
• You will be included in resolving any ethical issues about your care. You may consult other staff knowledgeable about healthcare ethics.
  
• You 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.
  

IV. Complaints

• 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
  

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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: esh-tr.palse@nhs.net
  

For patients living in the Bexhill, Hastings & Rother area:

• Telephone: 01424 758090.
  
• E-Mail: esh-tr.palsh@nhs.net
  

Care Quality Commission (CQC)

CQC National Customer Service Centre
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA

• Telephone: 03000 616161
  
• E-Mail: enquiries@cqc.org.uk