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Introduction
The Regulation of Care (Scotland) Act 2001 ("the Act")
established the Scottish Commission for the Regulation of
Care ("the Care Commission") and set out the care services
that it will regulate. These services include independent
healthcare services, one of which is "
independent clinics".
The term "independent clinics" is defined in section
77(1) of the Regulation of Care (Scotland) Act 2001 and
primarily covers clinics
1 in or from which,
a doctor or dentist2 provides
private services (that is, not under the
NHS) on a day care basis.
This includes where the doctor or dentist
supervises the provision of such services by someone else,
for example a nurse. The term "services" includes
consultations, investigations and treatments.
There is more than one set of national care standards
for independent clinics. Each set covers specific aspects
of the range of services that can be provided by
independent clinics.
This set of national care standards covers
privately-provided general practitioner and medical
consultant services. The private services include those
provided in clinics or practices that only provide private
services and in those that provide both
NHS and private services ("mixed"
provision). The standards cover care and treatment in and
from practice/clinic premises, including home visits. At
this time, the size and exact nature of the sector covered
by these standards is not known and is a difficult one to
measure.
There are a further two sets of national care standards
for
independent clinics. One set, covering
independent specialist clinics (clinics that specifically
provide cosmetic treatment and surgery; weight management;
and treatment using lasers), was published in March 2004.
The other set, which covers private dental services, is
being developed in partnership with
NHS Quality Improvement Scotland (
NHSQIS) as a common set of standards for
NHS and private dental services. In
addition, a set of national care standards for independent
hospitals have already been issued. These cover
all services provided in, or by, an
independent hospital, including out-patient clinics.
These draft national care standards for independent
medical consultant and general practitioner services
include specific standards for people attending for mental
healthcare (standard 16) and services for children and
young people (standard 17). Standards 1 to 15 apply to
all services, including mental health
services and children and young people's services.
Standards 16 and 17 are additional and specific for the
services they refer to.
National Care Standards Committee
Scottish Ministers set up the National Care Standards
Committee (
NCSC) to develop national care
standards. The
NCSC carries out this work with the help
of a number of working groups. These groups have
representation from providers, including clinicians and
managers, people who use services, professional bodies such
as the Royal College of Nursing, and registration and
inspection staff. In addition, in the standards developed
to date, many others were involved in the consultation
process. As a result, the standards have been developed
from the point of view of the person using the service.
They describe what the individual person can expect from
the service provider.
The membership of the group that developed these draft
standards, given at Annex C, had wide representation from
stakeholder groups. Further user input was achieved by a
small group of users of services being sent a copy of the
draft standards and asked to complete a short questionnaire
for each standard. The answers were collated and reviewed
by the group for inclusion in the draft standards.
Using the national care standards
In common with all the national care standards already
issued, these draft standards have been written from the
point of view of the user of the service. Their format
follows the user's route or pathway through the service.
For example, they cover:
- your safety;
- qualifications of the people treating you;
- what happens if something goes wrong; and
- financial safeguards
and follow the service user from making an appointment
through to discharge.
All providers must provide a statement of function and
purpose when applying to register their service. On the
basis of this statement, the Care Commission will determine
which national care standards will apply to the service
that the provider is offering.
If you are thinking about using the services of an
independent medical consultant and general practitioner,
you will want to refer to the standards to help you decide.
If things go wrong, you can refer to the standards to help
you raise concerns or make a complaint. (See "Expressing
your views", standard 14.)
Providers will use the standards to find out what is
expected of them in offering services. The standards make
it clear that everything about the service should lead to
you enjoying a good quality of life. They should guide the
owner or manager over whom to employ and how they should
manage the service.
Useful questions to ask
Many questions you have about the services provided
(including consultations, investigations and treatments)
and their costs, will be answered by the service, perhaps
when you are making enquiries, maybe during a consultation
or in specially prepared leaflets and pamphlets. Many
people will be considering buying services from a private
medical service for the first time and knowing what
questions to ask can be difficult. Below are some questions
you may consider using to help you make an informed
decision.
The clinicians
- Who will I have the consultation with?
- What are their qualifications and experience?
- What are their qualifications or experience in
dealing with my problem(s)?
- Do they have professional indemnity insurance?
The cost
- What will be the cost of the consultation and what
does this cover?
- What other costs (
e.g. investigations) might be involved in
the consultation?
- What will be the cost of the treatment and any
associated medicines?
- Is the cost of any treatment follow-up included in
its cost and, if so, how much follow-up?
- If there are any complications will I have to pay
to have them treated?
- What are the arrangements for payment?
The consultation, investigation and
treatment
- How quickly will I get an appointment?
- How much time is allocated for consultations?
- How quickly will any investigation or treatment be
carried out?
- How long will any investigation or treatment
take?
- Can I speak to anyone else who has had the same
treatment?
- Are there any risks involved with my treatment or
investigation and what are they?
- Can I bring someone with me if I want?
After the consultation, investigation or
treatment
- What type of care will I need after my treatment or
investigation?
- Who will be available to see me in the period
after, if required?
- Who do I contact if I think something has gone
wrong?
- What will happen if I am unhappy with any aspects
of the consultation, investigation or treatment?
The record of the consultation, investigation
and treatment
- What kind of record will you keep of my
consultation, investigation or treatment?
- Will my records be shown to anyone else for any
reason?
- Will I be able to get copies of my records and
results if I want them?
- If I want to see my records what are the
arrangements for this?
- Will you keep my consultation and treatment private
from my
GP if this is what I want?
Links to the
NHS Quality Improvement
Scotland3
The Care Commission is responsible for regulating the
independent healthcare sector (including independent
medical consultant and general practitioner services),
taking account of the national care standards developed and
issued by Scottish Ministers for this sector.
NHS Quality Improvement Scotland (
NHSQIS) sets standards and monitors
performance in the
NHS to improve the quality of healthcare
in Scotland.
People using services should be able to expect that
standards set by
NHSQIS will apply, where appropriate, in
both the
NHS and independent healthcare sectors.
These standards include a standard (12.5) to help make sure
this happens in independent medical consultant and general
practitioner services.
The Care Commission, in making sure these shared
standards are met by independent medical consultant and
GP services, will liaise with
NHSQIS. A written agreement (or "memorandum
of understanding") will cover the working relationship
between the Care Commission and
NHSQIS.
The principles behind the standards
The standards are based on a set of principles. The
principles themselves are not standards but reflect the
recognised rights which you enjoy as a citizen. These
principles are the result of all the contributions made by
the
NCSC, its working groups and everyone
else who responded to the consultations on the standards as
they were being written. They recognise that services must
be accessible and suitable for everyone who needs them,
including people from ethnic minority communities. They
reflect the strong agreement that your experience of
receiving services is very important and should be
positive, and that you have rights.
The main principles
The principles are dignity, privacy, choice, safety,
realising potential and equality and diversity.
Dignity
Your right to:
- be treated with dignity and respect at all times;
and
- enjoy a full range of social relationships.
Privacy
Your right to:
- have your privacy and property respected, and to
receive the time, the space and the facilities you need
and want; and
- be free from intrusion as long as it is safe for
you and everyone else.
Choice
Your right to:
- make informed choices, while recognising the rights
of other people to do the same;
- know about the range of choices; and
- get help to fully understand all the options and
choose the one that is right for you.
Safety
Your right to:
- feel safe and secure in all aspects of life,
including health and wellbeing;
- enjoy safety but not be over-protected; and
- be free from exploitation and abuse.
Realising potential
Your right to have the opportunity to:
- achieve all you can;
- make full use of the resources that are available
to you; and
- make the most of your life.
Equality and diversity
Your right to:
- live an independent life, rich in purpose, meaning
and personal fulfilment;
- be valued for your background, language, culture,
and faith;
- be treated equally and to live in an environment
which is free from bullying, harassment and
discrimination; and
- be able to complain effectively without fear of
victimisation.
The Scottish Commission for the Regulation of
Care
The Act set up the Care Commission, which registers and
inspects all the services regulated under the Act, taking
account of the national care standards issued by Scottish
Ministers. The Care Commission has its headquarters in
Dundee, with regional offices across the country. It will
assess applications from people who want to provide private
medical services. It will inspect the services to make sure
that they are meeting the regulations and, in doing so,
will take account of the national care standards.
How standards and regulations work
together
The Act gives Scottish Ministers the power to publish
standards which the Care Commission must take into account
when making its decisions. It also gives Scottish Ministers
the power to make regulations imposing requirements in
relation to independent medical consultant and general
practitioner services.
The standards will be taken into account by the Care
Commission in making any decision about applications for
registration (including varying or removing a condition
that may have been imposed on the registration of the
service). All providers must provide a statement of
function and purpose when they are applying to register
their service. On the basis of that statement, the Care
Commission will determine which standards will apply to the
service that the provider is offering.
The standards will be used to monitor the quality of
services and their compliance with the Act and the
regulations. If the Care Commission has concerns about the
service, for example as a result of an inspection or a
complaint investigation, it will take the standards into
account in any decision on whether to take enforcement
action and what action to take.
If the standards were not being fully met, the Care
Commission would note this on the inspection report and
require the service manager to address this. The Care
Commission could impose an additional condition on the
service's registration if the provider persistently,
substantially or seriously failed to meet the standards or
breached a regulation. If the provider does not then meet
the condition, the Care Commission could issue an
improvement notice detailing the required improvement to be
made and the timescale for this. The Care Commission would
move to cancel the registration of any service if the
improvement notice does not achieve the desired result. In
extreme cases (
i.e. where there is serious risk to a person's
life, health or wellbeing) the Care Commission could take
immediate steps to cancel the registration of any service
without issuing an improvement notice.
Regulations are mandatory. In some cases not meeting a
regulation will be an offence. This means a provider may be
subject to prosecution. Not meeting or breaching any
regulation is a serious matter.
You can get information on what these regulations are
from the Regulation of Care (Scotland) Act 2001, which is
available from the Stationery Office Bookshop. You can also
see the Act
on-line (see
Annex B, "Useful reference
material" for the address).
You can also see the Scottish Statutory Instruments for
the Regulation of Care Regulations 2002 on-line (see Annex
B, "Useful reference material" for the address).
Decisions by the Care Commission on what to do when
standards or regulations are not met will take into account
all the relevant circumstances and be proportionate.
Before using the service
(standards 1 to 5)
1 Information about the
service
2 Guidelines and
legislation
3 Your environment
4 Information held about
you
5 Staff
Information about the service
Standard 1
You have comprehensive and clear information from the
service that enables you to choose the service that best
meets your needs.
1 You can get information that is accurate, clear and
easy to understand. The information is in plain English or
in a language or format that you can easily understand.
2 If your first language is not English, or if you have
any other communication needs, you will have help to access
any interpreting services, adaptations and equipment for
communication.
3 You know that your use of the service will not be
compromised by any physical, language, cultural or other
barriers.
4 You, and any doctor referring you, receive sufficient
information to allow you to choose the service most suited
to your care and treatment needs.
5 You receive a contact number at the service for any
questions about its services and facilities.
6 You can get information from the service which
includes:
- the service location;
- directions on how to get there, including car
parking and public transport;
- details of how to contact the service;
- times that the service is open or available
- a guide to the charges you can expect to pay for
the services provided, including consultation,
treatment investigations and prescriptions, and whether
there are any charges (and the amount) for cancelling
or failing to attend an appointment;
- the range of services available and who provides
them;
- the arrangements in place for the service to
provide 24-hour cover or out-of-hours cover and the
alternatives that are available;
- whether home visits are available;
- details of any disabled access or facilities;
- the smoking policy for the service premises;
and
- whether the service and its staff have public
liability and professional indemnity insurance.
7 You can receive from the service its latest inspection
report from the Care Commission,
if you want to see it.
Guidelines and legislation
Standard 2
You can be confident that when using the service your
legal and human rights are protected and that the service
is managed in line with all applicable legal
requirements.
1 All aspects of your care are delivered within the law
and take account of best practice guidelines, where they
exist.
2 Your safety is maintained by the service having risk
assessment and management systems in place. These take
account of all relevant legislation and current best
practice.
3 You know the service has comprehensive written
policies and procedures which reflect current relevant
legislation and best practice guidelines, and that it
monitors their performance and regularly reviews them.
These include:
- fire, including evacuation procedures;
- security, including the protection of vulnerable
adults;
- environmental health, including food safety;
- security of belongings and valuables that you bring
into the service; and
- consent to treatment.
4 You know that staff will report any accident or
incident that happens and that it will be investigated and,
where needed, action taken to prevent such an incident or
accident happening again. The service will keep, and
regularly review, records of all the reports,
investigations and findings.
5 You know that staff work in line with the provisions
of any mental health legislation which affects your rights
and care.
Your environment
Standard 3
You can be confident that the design, layout and
facilities of the service will support the safe and
effective delivery of your treatment and care, and
recognise your privacy and dignity.
1 You know that the service's treatment and care
environment will be suitable for your care and treatment
needs, and will offer you privacy and ensure your
comfort.
2 You will be able to find your way easily about the
service's accommodation.
3 You know that the service makes sure that its
buildings, services and any grounds are set up, maintained
and reviewed in line with health and safety legislation,
best practice guidance and any other relevant laws and
regulations.
4 You know that the service makes sure that all
equipment used for your care and treatment is installed,
checked and serviced according to the
manufacturer's instructions, best practice
guidelines and legal requirements.
5 You know that any food and drink available in the
service is prepared and served in line with current food
and hygiene legislation and guidelines.
4
6 You know that the service has arrangements for
ensuring your personal safety which include:
- a system for monitoring people who may need access
to the premises and its facilities; and
- security checks on the premises.
7 You will have facilities available, if required, for
the safekeeping of your valuables whilst in the
service.
8 You can be confident that the environment in which you
are treated will be clean.
9 You know that the service has comprehensive policy and
procedures for the prevention and control of infection,
reflecting current relevant legislation and professional
guidance.
Information held about you
Standard 4
You can be confident that the service will keep an
accurate, up-to-date and comprehensive patient care
record5and that all verbal and written communication and
information about you is dealt with in a way to ensure your
confidentiality and safety.
1 You know that all personal information is stored
securely.
2 You know that the service and all its staff work
within current legal requirements and good practice
guidelines in how it deals with the information it holds
about you.
3 You know that you and only those involved in your
healthcare team,
6 or agreed by you, have access to any information held
about you, including your patient care record.
4 You know that the service ensures that staff are aware
of the need for confidentiality and that they do not
disclose your personal information inappropriately.
5 If the service ceases to operate, you know that
contingency arrangements are prepared and planned for the
safe and secure transfer, storage and retrieval of patient
care records.
6 You know that if any statistical information is to be
collected about your condition and treatment (including
information that identifies you as the patient) you will be
informed and your consent sought. Such information will be
collected and used according to good practice and in line
with current legislation.
7 You know that the service makes sure that all verbal
and written communication about your care is clear and that
you can understand it.
Standard 5
Staff
Your care and treatment by the service will be provided
safely and effectively to professional standards by staff
with the knowledge and skills to do so and in line with
current legislation and guidance.
1 You know that the service has and follows required
procedures for recruiting all staff. These include checking
any required qualifications, their skills and training, and
all necessary records, including appropriate Disclosure
Scotland checks, before they start work.
2 You know that the service's staff recruitment and
selection follow a clear, written policy that complies with
all relevant legislation.
3 You receive care and treatment from staff who, where
appropriate, are currently registered with their
professional body. The service has systems in place to
check this.
4 All staff providing the service, including temporary
staff, receive appropriate induction and other training
that meets their needs and the requirements of the services
they provide to you.
5 All staff providing the service have a personal
development plan.
7 For members of the service's healthcare team, this
includes a personal professional development plan.
8
All development plans are regularly reviewed.
6 You receive care and treatment from staff who are able
and supported to raise concerns (in confidence) about any
aspect of service delivery that they feel may harm your
care and the care of others or the quality of the service.
The service keeps a confidential record of all staff
concerns and the action taken in response.
7 Your service (or clinic/practice) has effective
team-working, including communication between consultant
specialists, doctors, nurses and allied health and social
care professionals.
8 The service recognises that staff may need personal
support and help in providing your care and treatment and
makes sure that this is provided, including access to
occupational health services.
Visiting the independent medical
consultant and
GP service
(standards 6 to 14)
6 Before your appointment
7 Your appointment
8 Deciding on your treatment
and giving consent
9 Your care and treatment
10 Investigations
11 Your medicines
12 Quality of care and
treatment
13 Medical and other
emergencies
14 Expressing your views
Before your appointment
Standard 6
You have all the information you need to help you attend
your appointment.
1 Your appointment time is arranged and agreed with you
for a time which suits you.
2 Before your appointment, you receive adequate
information about it, including:
- the appointment time, who it is with, and how long
it is likely to last;
- any special instructions, including an interpreter
if you need one;
- what you may need to bring with you (for example,
any medication you are taking); and
- contact details, in case of cancellation.
Your appointment
Standard 7
Throughout your visits, all staff treat you with dignity
and respect.
You are kept fully informed and involved and leave
with an understanding of what will happen next.
1 You are addressed in the manner that you prefer and
the names of the clinic staff are made known to you.
2 You are asked by staff to confirm that all your
personal details and (where appropriate) details of your
family doctor are correct, in a manner that is sensitive to
your privacy and dignity.
3 You receive an apology and explanation if you have to
wait beyond your specified appointment time, and
alternative options are offered and agreed with you.
Similarly, if you are late for your appointment it may be
necessary to make a new appointment for you.
4 Your consultation is conducted in a room with
furniture and equipment that meet the requirements of the
consultation.
5 You are fully involved in all aspects of the
assessment of all your healthcare needs and this takes
account of your preferences.
6 You have time, and feel able, to ask staff questions
and receive information from them. The information is given
in a way you can understand.
7 You receive a full and clear explanation, in a manner
or format that you can understand, of any examination or
investigation before it is carried out. You have help to
get an interpreter, if you need one.
8 You are offered (where appropriate) a chaperone or
invited to have a relative or friend present.
9
9 You are given an indication of all likely costs, what
these include and your payment choices, before agreeing any
treatment or investigations. This will be discussed
sensitively.
10 You receive details before you leave of how and who
to contact for any further information or discussion about
your consultation or future visits or treatments.
11 If you have to return for an investigation, you
receive all the information that you need for this.
12 Your carer, if you have one, is given information by
the service of their right to an assessment by their local
authority of any care needs they may have.
13 You can choose to have someone such as a relative,
friend, carer or advocate
10 to act on your behalf and represent your views when
using the service.
Deciding on your treatment and
giving consent
Standard 8
You are fully involved in the assessment of your
healthcare needs and are fully informed about any
investigation and treatment before deciding whether or not
to go ahead.
1 Any investigation or treatment will only be proposed
after a full assessment of you and your healthcare
needs.
2 Your healthcare professional gives you information
about the range of treatments available that are relevant
to your needs and preferences and what they involve. This
includes an explanation of the advantages and
disadvantages, telling you about the risks of any
treatment, as well as what may happen if you choose not to
proceed.
3 You are given the opportunity and are encouraged to
ask questions or receive further advice from your
healthcare professional or from another appropriate member
of staff (or both). You can have someone you choose (for
example, a member of your family or carer) to help you
understand what is being said about your care and treatment
and to ask questions on your behalf.
4 You have time to consider your choice of treatment or
investigation.
5 Your consent to any planned investigation or treatment
is sought and obtained only after you have had the
opportunity to consider the information provided and have
made your decision to proceed.
6 Your signed consent is obtained and given in line with
current best practice guidance and legislation
11 and a copy is given to you if you wish.
7 Any living will or advance statement you may have
made, including whether or not you wish to be resuscitated,
is respected by the service in line with best practice
guidance.
12
8 If you need emergency treatment and you are able to
give consent, you will be asked to do so, having received
an explanation.
9 If you need emergency treatment and you are
unable to give consent (for example,
collapsed or unconscious), treatment will be given in line
with current legislation and best practice.
Your care and treatment
Standard 9
Your care and treatment from the service is carried out
safely, to professional standards, when you expect it and
in a manner designed
to put you at your ease.
1 Your care and treatment needs and preferences and how
these are to be met are recorded in your patient care
record, and you have access to it on request.
2 You receive an explanation of any treatment or
investigation you are to have and your consent is
confirmed.
3 You are told what to bring before having any treatment
or investigation carried out at the service, how long it is
likely to take and, if appropriate, what transport
arrangements you will need to make for your return home.
You are advised of any support arrangements you may have to
make at home on your return.
4 You are introduced to the member of staff who is to
carry out the treatment or investigation.
5 Any treatment or investigation you have is carried out
in line with current best practice guidelines and relevant
professional standards.
6 If there is a dedicated treatment area, you are
accompanied to and from this area by an appropriately
qualified member of the healthcare team.
7 Sufficient staff who are suitably qualified stay with
you throughout your treatment or investigation.
8 Your condition is closely monitored by appropriately
qualified staff and the information about your treatment,
your recovery and any instructions for your care is
communicated to the relevant members of your healthcare
team.
9 You are given advice and offered treatment by the
service for any pain or discomfort you may have following
your treatment or investigation.
Investigations
Standard 10
Any investigation you have will only be carried out when
appropriate for your care and treatment and will be done
safely.
1 Any investigation you have (for example, blood test,
x-ray, scan or tissue specimen) is only carried out to
provide information to aid your diagnosis and
treatment.
2 Any investigation you have (for example, x-ray,
ultrasound examination or blood test) is carried out in
line with best practice guidance.
3 You are told why any investigation is necessary and
what to expect during it. You receive help if you need
it.
4 You receive any help you may need during the
investigation.
5 You are told when to expect a result and are informed
of it as quickly as possible after it is available.
6 You know and agree how your result will be
communicated to you and any other healthcare professional
outside the service.
7 Your x-ray or scan result is interpreted by a
registered specialist in clinical radiology or by another
doctor with a specialist registration
13 relevant to your investigation.
8 Any test you have that involves using a laboratory
service is carried out by a service which takes part in a
recognised quality assurance programme and works in line
with current best practice guidance and legislation.
9 Your test or specimen is correctly identified at all
times and the service makes sure that it and the
laboratories it uses have policies and procedures to ensure
this.
10 Your investigation result is given to your clinician
(or your
NHSGP, if you want, or both) as soon as
possible after they are available. If any treatment is
needed, this is quickly followed up.
11 Any equipment used in examining or testing your
specimen in the service is checked and serviced according
to the manufacturer's guidelines and current
legislation.
Your medicines
Standard 11
If you are taking medication or medication is part of
your treatment, it will be managed during your visit and at
discharge to maximise the benefit and minimise the risk of
harm from medicines.
1 Your medicines are managed within a policy for the
prescribing, dispensing, use, storage and administration of
medicines for you during your visit to the service. The
policy is based on current legislation and relevant
up-to-date guidance.
14
2 If you bring medicines into the service that you need
during your visit, you know that they are stored safely and
used, if necessary, only for your treatment. Your medicines
are always available to you at the prescribed times.
3 You can discuss your medication, its benefits and
side-effects with your doctor or nurse.
4 If you have specialist pharmaceutical treatment, it is
provided by staff with specialist training.
5 You will be given an initial dose of your drug therapy
on site, if your condition requires immediate treatment. If
this is unavailable, the service will make sure that,
before you leave the premises, you or your representative
will be able to get hold of this drug treatment (or its
equivalent) in a timely and reasonable manner without
jeopardising your condition.
6 Before you leave the service, you know that you or
someone you choose (for example, one of your family or a
carer) will receive information from staff about any
medication that they have prescribed for you. The
information includes an explanation of:
- how your medication will work;
- the reasons for taking the medication;
- any side-effects likely to be experienced and what
to do about them;
- where or how you can access your prescribed
treatment;
- how quickly the treatment should be started;
and
- the arrangements, where relevant, for repeat
prescriptions.
7 If you feel you may be unsure about any aspect of
taking your medicines after leaving, the information may be
shared with a representative of your choice.
8 If you are capable of giving consent to medication and
then refuse it and understand the consequences of refusal,
staff must respect this.
9 If you are not capable of understanding that you need
to take medication and that it is necessary for your health
and welfare, there are legal powers that allow other people
to give permission for you to receive treatment.
15
Quality of care and treatment
Standard 12
You receive high quality, safe and effective care and
treatment which reflects up-to-date knowledge and
practice.
1 Your care and treatment, and its quality, benefit from
the regular review of available evidence and best practice
guidance. The service measures and reviews its performance
of treatment and care.
2 The service uses the results of the reviews to help it
decide on any changes needed to improve the standards of
treatment and care that you receive.
3 All healthcare staff are involved in the reviews and
the development of improvements to the service.
4 You can ask for and get information about the review
process.
5 The care and treatment you receive from the service
reflect relevant
NHS Quality Improvement Scotland
standards where these exist.
6 You know that the service has a quality assurance and
risk programme to ensure good care and your safety.
Medical and other emergencies
Standard 13
You can be confident that the service staff
know what to do in an emergency, including
resuscitation.16
1 Your service has policies and procedures for managing
emergencies and reviews these regularly.
2 Your service makes sure that all its staff are up to
date and able to put any emergency procedures into service
at any time.
3 Your service's healthcare staff involved in medical
emergency care have their resuscitation and emergency care
skills updated annually.
4 You can be confident that any equipment that is needed
for treating medical emergencies is available and in
working order.
Expressing your views
Standard 14
You know how to express any comments, concerns or
complaints about the service, feel comfortable about doing
so, and are confident that they will be dealt with
courteously and in a positive manner.
1 Your service will actively seek and welcome your views
on all its professional and support services, so that it
can continuously aim to improve its quality of care.
2 You and your carer or representative (where you have
one) are supported and encouraged in a safe and
confidential manner to make your views known.
3 You have easy access to the service's written
complaints policy and procedure
17 and to advice (if you need it) on how to get help to
use it.
4 You can find out from the service how to make
complaints directly to the Care Commission or other
relevant regulatory bodies (for example, General Medical
Council).
Aftercare, ongoing care and
discharge (standard 15)
15 Aftercare, ongoing care and discharge
Aftercare, ongoing care and discharge
Standard 15
Any ongoing care you need following your consultation,
investigation or treatment, will be planned and agreed with
you, taking account of your preferences. The service will
make the necessary arrangements to have it provided.
1 You receive a clear and thorough explanation of your
condition, including any changes and difficulties that may
occur.
2 If any changes need to be made to what has been
planned for you, the service will discuss and agree these
with you beforehand and will record the changes.
3 You are clear about what ongoing care will be provided
and who will provide it.
4 You are informed and agree that relevant information
about you and your condition will be shared, and why, with
other healthcare professionals involved in your ongoing
care (for example, a physiotherapist or hospital doctor).
If you do not want the information to be shared, the
implications of this for your ongoing care are explained to
you.
5 You are clear about what your own responsibilities are
in the ongoing management of your condition.
6 If you have been referred to the service by your
GP or another doctor, you know and agree
that he or she will receive information about your
consultation and its outcome.
18 If you do not agree, the staff will respect this and
explain to you any implications for your care.
7 You receive a written summary of your treatment and
information about your ongoing care after a treatment, or
when you are discharged from the service.
Mental health services (standard
16)
16 People attending for mental healthcare
People attending for mental healthcare
Standard 16
You can be confident that whatever your needs for
psychological, mental health or psychiatric care, the
service and its staff will look after you safely and in a
manner that recognises and meets best practice guidelines
for this type of care.
1 If you are unable or have limited ability to take part
in your care, for example because of what is wrong with
you, staff will be aware of this and, with your agreement,
will make arrangements to help you, in line with current
best practice guidelines and legislation.
2 The service and its staff know about your legal right
to advocacy,
19 are aware of its role and can provide information and
assistance to you to access such a service.
3 If, at any time, the care you need is outwith the
types of care and treatment in which the service's staff
are competent, you will be referred, with your agreement,
to someone who can provide the care.
4 The service is aware of any recognised changes, and
any associated risks, to your condition that can happen as
a result of your care/treatment and makes arrangements to
deal with these.
When the protection of the mental health
legislation20is needed for you
5 You know that the service will discuss with you the
need for any arrangements required to protect you or
others. Staff will explain this to you, give you the
reasons, and explain how it will be done.
6 The service will give you information on your
detention, your current legal position and the role of the
Mental Welfare Commission.
7 You know the service has written policies and
procedures on the use of restraint, including when and how
to apply it. Staff are aware of these policies and
procedures and can put them into practice.
Children's and young people'
services (standard 17)
17 Care of children and young people
Care of children and young people
Standard 17
All aspects of the care and treatment that children and
young people receive from the service will be undertaken by
appropriately trained staff in a safe and child-friendly
atmosphere and environment.
1 You know that all practitioners looking after children
and young people in the service are regularly involved and
are appropriately skilled and qualified in the care and
treatment they are providing to them.
2 The service staff are fully aware of the law
21 of consent regarding the treatment of children and
young people.
3 You know that a parent, guardian, or person legally
responsible for a child or young person will be encouraged
to stay with them at all times during their treatment, if
they agree.
4 You know that children's and young people's privacy
will be respected.
5 You can be confident that all service staff who have
access to children and young people will have had an
enhanced Disclosure Scotland check before being
employed.
6 You know that child protection awareness and
procedures are mandatory in the service's training for
staff looking after children and young people. This
training takes place at least once a year.
7 You can be confident that the service staff are aware
of and promote children's and young people's rights. They
are sensitive to any signs which may indicate possible
neglect or abuse. They make sure that any concerns are
quickly dealt with.
8 You know that a healthcare professional with
experience in childhood diseases will be present when
children and young people receive treatment.
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