A presentation by Christine Lang of the Citizens Advice Bureau Patient Advice and Support Service on 'Patient Rights and Responsibilities'. Presented at the Positive Persons' Forum on 21 February 2015, Glasgow.

1. The material contained within this presentation is the copyright of Citizens Advice Scotland
(Scottish charity number SC0 16637 ) and may not be reproduced without the permission of this bureau.
Patient Rights and Responsibilities
Saturday 21st
February

2. 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.

3. • 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.

4. 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.

5. 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.

6. 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.

7. 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.

8. 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

9. 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.

10. 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.

11. 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.

12. 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

13. 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.

14. 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.

15. 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.

16. 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.

17. Case study
• Knee replacement procedure
• Incorrect prosthetic used
• Changes made to ordering system
• Apology received
• Client satisfied that this will not happen again

18. 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/