Information and participation
Patients can expect a clear explanation of what is proposed, what alternatives exist, what remains uncertain and what declining would mean. Choosing not to proceed, or to wait, is a legitimate outcome of any consultation and is recorded as such.
Respect and privacy
Care is provided without regard to identity or background, in language the patient understands, with the privacy that the subject matter warrants. Support people attend at the patient's invitation, and examinations are conducted with explanation and consent.
Records and second opinions
Patients may see their record, request a copy, ask for a correction to be considered, and seek an opinion elsewhere. None of these requests affects a patient's standing with a care team.
Raising a concern
Concerns may be raised with a care team directly or with the Office of Patient Experience through National Patient Services. Concerns are reviewed, answered, and — where they indicate a pattern — reported into the institute's quality process.
Content is reviewed with the relevant clinical, nursing, materials or administrative department before publication.