Healthcare standards

Our patients are cared for in a safe and comfortable environment with appropriate clinical standards.

We ensure you are:

• Given a clear explanation about your condition by your consultant and any treatment, investigation or procedure proposed, including any risks and alternatives, before agreeing on the course of action to be taken.
• Able to seek a second opinion if you so wish.
• Provided reasonable access to your medical records in compliance with the Data Protection Act of 1998.
• Comfortable that all staff treat any information about you or your condition in confidence.
• Given access to an up-to-date register of consultants with practicing privileges at the centre with details of their specialties on request.
• Confident that any complaint, verbal or written, will be fully investigated and receive a response, either verbal or written, in accordance with our complaints policy.
• Nova Healthcare is committed to delivering the highest quality of care to the patients that we serve and is equally committed to protecting the rights of the patients.

Confidentiality

In line with our close working relationship with the Leeds Teaching Hospitals NHS Trust, your electronic patient records will be held on the Trust IT systems. We take the issue of patient confidentiality seriously and have measures in place to protect the patient’s right to privacy.

Staff are not allowed to share patient information with others unless it is necessary for the performance of work duties (such as in the context of a multidisciplinary meeting).

Information can only be released or exposed to persons outside Nova Healthcare with the consent of the patient (or the patient’s legal guardian).

A patient’s medical details are kept at all times in a secure location preventing access by unauthorised persons.

When patients have concerns around the issue of confidentiality, they are asked to bring them to our attention.

Your personal rights

At all times you should:

• Be cared for in a respectful, dignified and safe manner by competent heath care professionals.
• Expect that you will be consulted and will actively participate in decisions about your healthcare.
• Have the ability to request access to information in your own health records.
• Be acknowledged as an individual in a manner agreed with you.

Complaints and Compliments

If you have any particular issue with respect to the care provided to you by Nova Healthcare, we encourage you to discuss this with a member of staff. Should you feel that your issue has not been resolved adequately you may also request a meeting with our registered manager. In most cases this will resolve any issues. However, if you wish to complain formally we have a full complaints policy that is described in one of our patient information brochures.

We hope that you have a positive experience during your treatment, and we would welcome your comments regarding your care and our services.

Registered Manager

Kerry Jackson - Chief Executive Nova Healthcare, The Bexley Wing, St. James’s Institute of Oncology Beckett St, Leeds LS9 7TF Tel:0113 206 7830