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Patients’ rights and responsibilities

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The Dudley Group takes part in all of the national government initiatives and developments to improve the NHS.

Together, staff, patients and visitors share the responsibility for creating a caring and healthy environment within the hospital.

Staff have the same rights as patients and visitors to be treated with respect and dignity at all times and expect to receive the same level of courtesy. Unreasonable behaviour against any individual is unacceptable and will not be tolerated. As alcohol may contribute to unacceptable behaviour, alcohol consumption is prohibited in all Trust buildings.

Accessing services

Patients have the right to access services in a timely and equitable manner. The length of time you wait for hospital treatment is an important quality issue and is an indicator of the efficiency of the National Health Service (NHS).

The NHS Constitution sets out patients’ rights to access services within maximum waiting times and within national targets. It also sets out patients’ responsibilities.

These include:

  1. Providing accurate contact information and GP details so that we can let you know about any changes to your appointments and provide your GP with the details of your care afterwards.
  1. Keeping any appointments or letting us know as soon as possible if you want to cancel or reschedule.
  1. Informing us if there are any periods during which you are unavailable for treatment.
  1. Following the clinical advice you are given about your treatment and any pre-operative instructions.
  1. Keeping us up to date with any changes in your status, e.g. pregnancy, or changes in your symptoms or medication.

Text Messaging Reminder Service

The Trust uses a text reminder service for Outpatient appointments:

  • Reminds patients of appointment’s date (7 days before and then again 48 hours before) offering flexibility to re-book/cancel appointments via text
  • Prevents wasted clinical time by reducing non-attendance
  • Communication via Text Message as well as just the standard appointment letters

The Trust has developed a detailed Patient Access Referral to Treatment Policy which sets out how the Trust will deliver its commitment under the NHS Constitution. There are also further details around what will happen if you do not attend (DNA) an appointment or admission date and when you will be discharged back to your GP.