Professional Documents
Culture Documents
Chapter1 Exercise 1-4 After
Chapter1 Exercise 1-4 After
Mission Statement
The purpose of the Elmsworth Health Trust is to:
Promote good health
Diagnose and treat those who are ill
Provide health care for those with continuing needs.
Elsmworth Health Trust is committed to these objectives:
Irrespective of the individual's ability to pay
In partnership with people and other organisations
Within the resources that are made available.
Codes of Conduct
Our staff will introduce themselves to you and explain how they can help. All staff
will wear a name badge to enable you to identify them.
Courtesy
You have the right to be treated in a courteous manner at all times by every member
of the hospital staff.
At all times our staff we will treat you with courtesy and dignity, and will respect
your rights to privacy and confidentiality.
Privacy
You have the right to have your privacy respected, especially when the nature of your
clinical condition is being discussed with you or your relatives by hospital staff.
Confidentiality
You have the right to total confidentiality in respect of your medical records.
You have the right to request the hospital to make details of your relevant medical
records available to you. Hospitals will normally meet your wishes in this regard,
except where it would be considered that this would cause serious harm to your
physical or mental health. In such circumstances, the information may be
communicated through a health professional, normally your family doctor.
Religious Beliefs
You have the right to be treated with respect for your religious and philosophical
beliefs.
Consultant-based Services
We provide a 24-hour consultant-based medical service, which means that you will
normally be seen by a consultant when you visit the hospital in order that you receive
the best possible care.
Nursing Services
We will ensure that a named, qualified nurse, midwife or other health care
professional takes a personal responsibility for your treatment and care during your
time with us.
Standards of Service
Staff at our hospitals and health centres are committed to achieving specified
standards in the following areas:
Appointments
Elmsworth Health Trust has set the following standards for hospital appointment:
Routine Appointments
If you are referred for a routine appointment, you will normally be seen within 13
weeks of your date of referral.
Unfortunately, for some clinics the wait is longer and we are aiming to reduce such
waiting times during the coming year.
You will be given a specific appointment time and will be seen as quickly as possible.
Urgent Appointments
If you are referred to us by your GP for an urgent outpatient appointment, we aim to
see you within one week of referral.
Admissions to Hospital
Elmsworth Health Trust has set the following standards for hospital admissions:
Emergency Treatment
Should you require emergency treatment, you will be admitted immediately to your
nearest hospital.
Urgent Treatment
If you are in need of urgent attention, you will be admitted as soon as is practicable,
normally within one week.
Planned Treatment
If your consultant puts you on our waiting list for a planned admission again you will
be seen as soon as possible.
In 70% of cases, this means admissions within 13 weeks of your outpatient
appointment.
In 90% of cases admission is within 46 weeks.
For others it may be longer, but it is our intention that no one should wait longer
than 18 months.
Following a planned admission to hospital, you will be seen by a member of the
medical staff as soon as possible. This should always be within one hour of your
arrival.
Medical Information
You have the right to be informed of the nature of your illness or condition in
language that you can fully understand, and to be informed concerning:
The results of your tests and x-rays
The purpose, method, likely duration and expected benefit of the proposed
treatment
Alternative forms of treatment
Possible pain or discomfort, risks and side-effects of the proposed treatment
Keeping Us Informed
You can help us deliver a quality service by:
Arriving for all appointments on time
Advising the relevant department directly if you are unable to attend
Telling us if your personal details change--for example, your address or General
Practitioner (GP) details
Showing consideration for other people in the hospital and health centres, and
keeping noise levels to a minimum
Complying with signs around the hospital and health centres, including those
asking you not to smoke, not to use mobile phones, and our advice on the number
of visitors and visiting times.
Submitting Feedback
Your ideas and suggestions for improving our service are always welcomed. In this
way, you can enable us to build upon the service we are already providing and to take
account of your needs and wishes.
We hope that you will feel able to fill in any patient satisfaction questionnaires that
we circulate to you.
Like all large organisations, Elmsworth Health Trust may not always meet the high
standards it sets itself. It is our policy to encourage patients and visitors to inform us
when a service falls below the desired standard.
Making a Complaint
If you feel you wish to make a specific complaint, please do so in writing to The
Chief Executive, at Elmsworth Health Trust, who will ensure that you will receive an
acknowledgement of your complaint within 24 hours and a full response as soon as
possible, but certainly no later than one month after your complaint was made.