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Listen
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 The staff treat you with respect as an individual. Your age, gender, race, religion or belief, disability and sexual orientation will not affect the quality of service you receive.
2 You are addressed in the manner that you prefer and you are made aware of the names of the clinic staff involved in your care.
3 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.
4 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.
5 Your consultation is conducted in a room with furniture, equipment and facilities that meet the requirements of the consultation.
6 You are fully involved in all aspects of the assessment of all your healthcare needs and this takes account of your preferences.
7 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.
8 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.
9 You are offered (where appropriate) a chaperone or invited to have a relative or friend present. 10
10 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.
11 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.
12 If you have to return for an investigation, you receive all the information that you need for this.
13 Your carer, if you have one, is given information by the service of their right to an assessment by their local authority to discuss their needs as a carer and any support they may require to help them care for you.
14 You can choose to have someone such as a relative, friend, carer or advocate 11 to act on your behalf and represent your views when using the service.
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