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NHS Lanarkshire patients to benefit from new 'working with people' standards

Written by Fiona Snedden.
Published at 15:37 GMT on Monday, July 8th, 2013.

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Patients across Lanarkshire are set to benefit from an even higher quality and consistent service that meets their needs.

The new ‘working with people’ policy statement and standards, outlines basic steps that healthcare staff should take to ensure that patients, relatives and visitors needs are met.

The policy re-emphasises the importance of being polite, clear, informative and helpful when communicating with patients via telephone, by letter or email.

Rosemary Lyness, director of nursing, midwifery and allied health professionals, said: “NHS Lanarkshire staff provide services to patients, their relatives, visitors and colleagues. These services may be provided face-to-face, by telephone, through electronic means or in writing.

“The people we serve are entitled to receive courteous, helpful and friendly service that treats them as individuals and with respect at all times. This policy gives advice to staff to ensure they provide the best possible service.”

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It re-emphasises the importance of complying with the Standard of Dress Policy to promote patients confidence in staff ability to deliver excellent services in a professional and safe manner.

It also highlights staff responsibilities in complying with the Data Protection Act 1998, Freedom of Information legislation and Patient Rights Act.

The protocol is a refreshed version of the ‘Customer Care Policy and Standards’ document which was originally produced in November 2008.

The policy has since been through a robust testing project by the Public Partnership Forums, who carried out a ‘mystery shopping’ exercise.

The document has also been revised to take account of new guidance and policy standards in Lanarkshire and throughout the NHS in Scotland.

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