Telephone 0845 4647
www.nhsdirect.nhs.uk
　

1. We aim to offer continuity of care and timely access to reliable health advice.
    
2. We offer effective treatment delivered by trusted professionals.
    
3. We encourage participation in decisions and have respect for patients’ preferences.
    
4. We pay attention to physical and environmental needs.
    
5. We offer emotional support, empathy and respect.
    
6. We also encourage the involvement of and support for family and carers.
    
7. We provide clear, understandable information and support for self-care.
    
8. We all take confidentiality very seriously.
   We are aware that for some patients there can be special sensitivities with regard to certain conditions such as Mental Health and HIV.

(Adapted from Picker Institute 2005 Trends in Patient Experience)