PATIENT RIGHTS (SCOTLAND) ACT 2011

This Act details what patients in Scotland have  a right to expect of their health services

Aims of the Act

The Patient Rights (Scotland) Act 2011 supports the Scottish Government’s vision for high quality NHS that respects the rights of patients, their carers, and all the people who deliver NHS services.  The Act:

· Aims to improve patients’ experiences of using health services and to support them to become more involved in their health and healthcare

· Acknowledges the important role of carers

· Encourages responsible use of NHS services and resources

· Recognises that staff should be treated with dignity and supported to do their jobs well

Feedback, comments, concerns and complaints

For the first time, patients will have a legal right to give feedback on their experience of healthcare and treatment and to provide comments or raise concerns or complaints.

The Practice operates an in-house complaints procedure and the Practice Management are available to listen to your comments, suggestions or complaints regarding services or treatment you have received.  Any matter you raise will be dealt with quickly, professionally and sympathetically.  If you feel you cannot raise your complaint with us, or you are dissatisfied with the result of your investigation you should contact the Health Board complaints officer or the Scottish Public Services Ombudsman.  Pick up our Complaints Leaflet for further details.

Treatment Time Guarantee

The Act introduces a 18 week Treatment Time Guarantee (TTG) for planned procedures.  This stipulates that patients will start their inpatient or day case treatment within 18 weeks of agreeing that treatment with the relevant NHS clinician.

Patient Advice and Support Service (PASS)

The Act introduces a new independent Patient Advice and Support Service (PASS).  PASS will

· Provide information about the NHS in Scotland and the services it offers

· Help patients, carers and members of the public to understand their rights when using the NHS

· Help people who wish to give feedback or comments or raise concerns or complaints about the care they have received

· Tell patients and carers about support services they might find useful—for example advocacy, interpretation or translation.  Information is available from Citizens Advice Scotland or local Citizens Advice Bureaux

Charter of Patient Rights and Responsibilities

In October 2012 the Scottish Government will launch the Charter of Patient Rights and Responsibilities.  This will outline what patients have a right to expect from NHS care and treatment, as well as their responsibilities to the service and those who provide services.

Healthcare Principles

The Patient Rights (Scotland) Act 2011 outlines a set of healthcare principles that must be upheld by everyone who provides NHS services.  These cover all NHS services.  There are six sections:

· Patient focus

· Quality care and treatment

· Patient participation

· Communication

· Patient feedback

· Best use of resources

All NHS healthcare must:

· Consider each patient’s needs

· Consider what care or treatment would be most beneficial to each patient, taking into account their individual circumstances and preferences

· Encourage and support patients to take part in decisions about their health and wellbeing 

In addition to patient rights

The Act sets out how staff should be treated.  All staff must;

· Be treated with dignity and respect

· Have their views valued

· Be supported by their employers to make improvements to the services they provide

How To Find Out More

You can find out more about the main aspects of the Act in a series of factsheets.  They are available from the Patient Rights (Scotland) Act section of the Little Things Make A Big Difference website.  Go to:  www.knowledge.scot.nhs.uk/making-a-difference.aspx