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Patient Rights and ResponsibilitiesSaturday 21st February

What is the Patient Advice and Support Service (PASS)?

• A holistic service which provides free, independent and confidential advice and support to anyone giving feedback to the NHS.

• Advises how to use the NHS complaints process.

• Is based in Citizens Advice Bureaux, which means Patient Advisers can refer clients to their colleagues for specialist information and advice on any other issues which are affecting their health.

• Clients can also be easily referred to Patient Advisers by Generalist Advisers.

• There are Patient Advisers in Citizens Advice Bureau in every Health Board in Scotland who can:

– Support you to explore options when you want to give feedback, make comments, raise concerns or make a complaint about treatment

– Help you write letters and make phone calls

– Support you if you are going to a meeting with NHS staff

– Help you access your medical and clinical records

• PASS has a role in promoting the Patient Charter and helping clients understand both their rights and responsibilities.

Your health, your rights

The Charter of Patient Rights and Responsibilities (the ‘Charter’) summarises your rights and responsibilities as well as what you can expect when you use NHS services and receive NHS care in Scotland.

Access

• What are your rights when accessing NHS services in Scotland and what can you expect from the NHS?

• Access - You have the right to have your needs taken into account when receiving NHS services. There is a treatment time guarantee for people who need treatment in hospital.

Communication and participation

• What are your rights around involvement in decisions about health care and NHS services?

• Communication and participation - You have the right to get information about your health care and the services available to you, and for health care staff to explain things clearly to you. You have the right to be involved in decisions about your health care and the services you use. You have the right to accept or refuse any treatment, examination, test or screening procedure that is offered to you.

Communication and participation What does the NHS expect from me?

• That you

– take some personal responsibility for your own health

– let staff know about any changes in your health condition

– tell your GP practice, dental surgery, optician and any hospital or clinic you go to if you change your address, phone number or email.

Case study

• The client had been unwell with a variety of symptoms and had been given antidepressants. The client

– spoke with the Patient Adviser and understood that it was ok to ask questions and if she wasn’t happy it was her right to challenge and have input in her care.

– prepared some questions to ask at her next GP appointment.

– was diagnosed with 3 different conditions and though still unwell at times, feels more confident and is building a good relationship with her GP.

– was referred to a generalist adviser in the bureau and now receives Disability Living Allowance and Employment & Support Allowance

Confidentiality

• How should you expect your personal information to be used, shared and kept secure by the NHS in Scotland?

• Confidentiality - You have the right for all your personal health information to be kept confidential, and to know how it is used. You have a right to access your own health records.

Case study

• The client had many questions regarding their partner’s time in hospital and discharge.

• The client felt that he had been kept at arm’s length by staff throughout his partner’s admission and that they had been very uncommunicative.

• The NHS arranged a meeting with the client. The client felt that his questions were fully answered to his satisfaction and with great sensitivity.

Respect

• How should you be treated by NHS staff when using the health service in Scotland?

• Respect - You have the right to be treated as an individual and with dignity and respect, no matter what your age, disability, gender reassignment, pregnancy or maternity, marriage or civil partnership, race, religion or belief, sex, or sexual orientation.

• What does the NHS expect from me?

• That you treat staff, other patients, their carers and family members with consideration, dignity and respect.

Case study – patient responsibilities

• Client had had 4 hip replacements and was very angry with the NHS

• Patient Adviser found that client hadn’t attended physiotherapy, or worn her hip brace

• Client hadn’t followed recommended treatment and understood her rights and responsibilities

• Client didn’t make a complaint to the NHS

Safety

• How does the NHS makes sure you get the best possible care and treatment by trained professionals in a safe environment?

• Safety - You have the right to the best care and treatment possible by properly qualified staff in an appropriate safe and clean setting.

What does the NHS expect from me?

• Tell staff if you are allergic to any medicines or if you have experienced any side effects after taking a particular medicine.

• Finish any course of agreed treatment. If you want to change or stop your treatment, you should discuss this with your doctor, dentist or pharmacist first.

• If you think a member of staff has forgotten to wash their hands before examining you, ask them to do this.

Feedback and complaints

• What are your rights when having a say about your care and how are your concerns and complaints dealt with?

• Feedback and complaints - You have the right to have a say about your health care, and to have any concerns or complaints dealt with in the most appropriate way.

What does the NHS expect from me?

• That you give feedback positive or negative about the care and treatment you have received or about the NHS generally. This helps to improve services for everyone.

• If you have feedback, comments or concerns about your health care, you can:

– speak to a member of staff

– Take part in NHS surveys

– Feedback online

– Put comments in a suggestion box (if available)

– Contact the Patient Advice and Support Service for help to do so

• If you have a complaint about the service provided, you can contact the Feedback and Complaints Officer at your local Health Board or primary care service provider.

Case study

• Knee replacement procedure

• Incorrect prosthetic used

• Changes made to ordering system

• Apology received

• Client satisfied that this will not happen again

More information

There is more information about the Patient Advice and Support Service at www.patientadvicescotland.org.uk/

You can find an online copy of the Charter at www.nhsinform.co.uk/rights/publications/patientscharter/

There is more information about “Your Health, Your Rights” at www.nhsinform.co.uk/rights/