Safety first
Infection control
- Your safety is important to us, and we follow strict infection prevention and cleaning practices to help protect every patient, visitor and staff member.
- Our team is committed to maintaining a clean and safe environment, with hand hygiene, protective equipment and infection control procedures in place throughout the facility.
- Our staff are trained in the 5 moments of hand hygiene (before touching a patient, before a procedure, after a procedure, after touching a patient, after touching a patient’s environment) and our facilities undergo regular auditing of these moments.
Emotional safety and wellbeing
- Respect – Our staff will treat patients and carers with respect and courtesy at all times.
- Confidentiality – We will respect the privacy of patients and maintain patient confidentiality at all times.
- Informed decisions – We will empower patients to make informed decisions about their care by providing the relevant information. Patients and carers are encouraged to ask questions and/or request more information as necessary (the potential benefits and risks of any medical or surgical procedure that has been discussed).
- Complaints – Any complaints will be investigated in a respectful, timely and confidential manner, and we will update our quality and safety processes where appropriate.
Commitment to quality
- We implement a patient-centred care approach to improve the healthcare experience and outcomes for our patients.
- We train all staff and ensure they are aware of their roles, responsibilities and accountabilities with regard to quality and safety.
- We are guided by and abide by a strong values set. Your health, well-being and safety matters to us, so we prioritise it at every step of your care.
- We regularly review all aspects of our services relating to quality and safety.
How you can help
You can contribute to the safe and comfortable environment at our clinics and day surgeries by:
Letting us know if you are unwell before entering the premises so we can help protect all patients, visitors and staff.
Reading and following all information on the external signage at our facilities.
Cleaning your hands with the supplied sanitiser when you arrive.
Waiting patiently. We try our best to minimise waiting times – however, sometimes delays are unavoidable. We thank you for your patience and understanding.
Treating staff with respect. Our staff treat patients and carers with respect and courtesy. We ask you do the same for us.
Giving us your feedback. All patient feedback, suggestions and complaints are taken seriously and reviewed internally, with further action where appropriate.
