Read a summary of the essential standards of quality and safety you should expect when you receive NHS hospital care.
1. You can expect to be involved and told what’s happening at every stage of your care
You will always be involved in discussions about your care and treatment, and staff will respect your privacy, dignity and independence. Before you receive any examination, care, treatment or support, you will be asked if you agree to it.
Example - One particular NHS hospital sensitively handles breast screening among women of a particular minority ethnic group. Because many of the women attending a screening don’t speak English, and some have particular concerns about the procedure, the hospital makes sure that an interpreter is always available to check that everyone understands what to expect. Everyone is treated with dignity and is able to decide whether to give their permission.
2. You can expect care, treatment and support which meets your needs Your personal needs are assessed to make sure that you get care that is safe and supports your rights. You will get the food and drink you need to meet your dietary needs. You will get safe and co-ordinated care where more than one care provider is involved or if you are moved between services.
Example - The care plan of an older patient shows that he is at risk of falling and that he needs to build up his strength through a high protein diet. When he is transferred from an acute hospital to his local community hospital for rehabilitation, the community hospital is told before he arrives about what he needs. They make sure that his bed is set up with protective rails and that he continues to get the special diet he needs.
3. You can expect to be safe
You will be protected from abuse or the risk of abuse, and staff will respect your human rights. You will be cared for in a clean environment where you are protected from infection. You will get the medicines you need, when you need them, and in a safe way. You will be cared for in a safe and accessible place that will help you as you recover. You will not be harmed by unsafe or unsuitable equipment.
Example - Another particular NHS hospital has a strict policy about keeping clean and controlling infection. All staff must be trained in controlling infection, particularly in how to handle equipment, such as air-masks, that are designed to be used once and then thrown away. People who use services and visitors are told about the policy and are asked to say what they think about how the hospital maintains its high standards. The hospital’s infection control policy is regularly reviewed and updated as needed.
4. You can expect to be cared for by qualified staff
Your health and welfare needs are met by staff who are properly qualified. There will always be enough members of staff available to keep you safe and meet your health and welfare needs. You will be looked after by staff who are well managed and have the chance to develop and improve their skills.
Example - The managers at a large hospital encourage all their staff to keep up to date with developments in their field and to find out all the information they need to. All staff members have an individual 12-month training plan and there are enough staff at the hospital to make sure that they can attend training courses. The hospital has also introduced a mentoring programme where junior staff can learn from more senior staff to develop their skills and do their job better. People who use the hospital’s services and their families say they are happy with the standard of care and support they receive.
5. You can expect your hospital to constantly check the quality of its services
Your healthcare provider continuously monitors the quality of the services to make sure you are safe. You or someone acting on your behalf can complain and will be listened to. Your complaint will be acted upon properly. Your personal records, including medical records, will be accurate and kept safe and confidential.
Example - A particular hospital’s maternity unit has good clinical practice in place to make sure that mothers and their babies are protected from any risks of harm. When a serious incident happens, there is an immediate case review, chaired by a representative of the hospital’s management board. An action plan is put in place as a result of this and all staff in the unit are told about it. The mother concerned is involved throughout the process. We make an unannounced visit to the hospital, speak to pregnant women in the unit and independently review the hospital’s action plan for improvement. Once we are happy that the hospital is meeting this essential standard of quality and safety, we share with the public what we have found by publishing a report.
You can download a copy of the booklet explaining the standards you can expect from the regulation of NHS hospitals below.
Download the booklet