What does the NHS expect from me?

You can help yourself, other patients and NHS staff if you do the following.

Look after yourself

Look after your own health and have a healthy lifestyle. This could mean:

If you are feeling unwell and your GP surgery is closed, you can still get medical advice and care out of hours. You can do this by phoning NHS 24 on 08454 24 24 24. Depending on your situation, they can tell you how to treat yourself at home, recommend you see a doctor or, in an emergency, arrange an ambulance.
If you think your life is in danger and you need an emergency ambulance, always phone 999 and ask for an ambulance.
Only use out-of-hours services and Accident and Emergency (A&E) in urgent situations or emergencies. You should always use your GP surgery for routine treatment and medical advice.

Be on time for appointments.
If you are going to be late, phone and let a member of NHS staff know.
If a member of NHS staff is coming to visit you at home (for example, a health visitor or community psychiatric nurse), make sure you are in at the agreed time.
If you cannot keep your appointment, let the hospital or clinic know as soon as possible so that your appointment can be offered to someone else.
If ambulance transport has been booked for a hospital appointment but you no longer need it:

let the Scottish Ambulance Service know by phoning 0800 389 1333 (calls are free)

Make sure that your GP surgery, dental surgery or any hospital or clinic you go to has up-to-date information about how to contact you.
If you change your address or phone number, please let staff know.

If there is anything you don’t understand about your condition or treatment, let staff know and they will explain it.
If staff use words which you don’t understand, ask them to explain them.

Follow staff instructions about taking any medicine they give you and finish the course of treatment.
If you decide to change or stop treatment, you should first discuss this with your doctor or pharmacist.
Do not take medicine which is out of date or prescribed for someone else.
Give any out of date or unused medicine to your pharmacist to get rid of safely.
Always try to order repeat prescriptions in plenty of time.
Store medicines safely and out of the reach of children.
If you go into hospital, let the staff know about any medicines you are already taking. The best way to do this is to take all your medicines with you and give them to a member of staff. If you can’t do this, try to bring with you a list of all the medicines you are taking and give it to a member of staff.

Clean hands help stop the spread of infection. Always wash and dry your hands before visiting a hospital ward, particularly after going to the toilet. Use the hand gel provided at the ward door or at the bedside.
If you think a member of staff has forgotten to wash their hands before examining you, ask them to do this.
If you, or someone you live with, have a cold or diarrhoea, or if you feel unwell, try not to visit anyone in hospital until you’re better.
Ask ward staff for advice before you bring in food or drink for someone you are visiting in hospital.
If you visit someone in hospital, don’t sit on their bed. Also, keep the number of visitors as low as possible at any time. Never touch dressings, drips or other equipment around the bed.
If you think NHS premises are not as clean as they should be, let a member of staff know. If you are in hospital, you can ask to speak to the Ward Sister or Charge Nurse about this.

Treat healthcare staff politely and with respect.
Violence towards NHS staff or other patients is completely unacceptable. Violence includes verbal abuse and threats as well as physical assaults. If you are violent we may:

The NHS will not accept racial, sexual or any other kind of harassment or abuse.

Page last edited: 30 July 2010