The Patient Experience

The patient experience reflects the company's three core values.

Putting our patients first at all times

1. Systems and processes tailored to patient need
2. Patients kept fully informed throughout their experience
3. Information presented in accessible language(s)
4. Action on feedback from patients, their relatives and friends
5. All staff trained in customer care and communication
6. Holistic approaches to care
7. Flexibility to meet patient need

Respecting each individual

1. Special requirements identified and met or patients informed of alternative choices
2. Patient partnership with clinicians in diagnosis and treatment decisions
3. Privacy and dignity respected in all consultations, diagnosis and treatments
4. Appointments on a day to suit the patient
5. Individualised care

Delivering the best from start to finish

1. Full information on services for referrers
2. One month appointment times for patients
3. The best range of diagnostic and treatment facilities
4. Professional telephone assessments and support
5. Full patient information on conditions and what to expect from diagnosis and/or treatment
6. A care environment to support patient needs
7. A personal care pathway explained and discussed
8. An aftercare and rehabilitation plan
9. Guidance on how to gain the best outcomes from treatment
10. A discharge pack including aftercare advice line details; and relevant medication