Patient Rights & Responsibilities

1. Purpose of this guide

This guide explains key patient rights and responsibilities at Luton Hospital. It is intended to support respectful care, clear communication and shared responsibility between patients, families, visitors and healthcare teams.

It does not replace clinical advice, consent forms, hospital rules, legal requirements or specific instructions given by authorised healthcare professionals.

2. Patient rights

Patients should receive care in a manner that respects dignity, safety, privacy and informed participation.

• The right to respectful and non-discriminatory care.
• The right to receive clear and understandable information about care, services, charges where applicable and expected processes.
• The right to privacy and confidentiality of personal and health information.
• The right to participate in decisions about care, including giving informed consent where required.
• The right to ask questions and seek clarification about diagnosis, treatment, medication, procedures and follow-up.
• The right to raise a complaint, concern or feedback without fear of unfair treatment.
• The right to access emergency attention in line with clinical priority and available services.

3. Patient responsibilities

Patients, guardians and representatives also have responsibilities that help the hospital provide safe, timely and effective care.

• Provide accurate and complete information about identity, symptoms, medical history, medications, allergies, previous treatment and insurance or cover details.
• Ask questions where information is unclear.
• Follow agreed care instructions and inform the healthcare team if unable to do so.
• Treat staff, other patients and visitors with respect.
• Observe hospital rules, visiting guidance, safety instructions and infection-prevention measures.
• Keep appointments on time or inform the hospital if unable to attend.
• Settle bills or provide valid cover information in line with hospital and payer requirements.

4. Privacy and confidentiality

Patient privacy and confidentiality are central to safe and respectful healthcare. Personal and health information should be accessed only by authorised persons for lawful and appropriate purposes.

Patients should avoid sharing unnecessary sensitive information through ordinary email, messaging or public channels unless requested through an authorised hospital process.

5. Consent and shared decisions

Patients should receive information needed to understand proposed care, treatment or procedures and to ask questions before giving consent where required.

In emergency situations, or where a person cannot make decisions independently, healthcare teams may act in line with applicable law, clinical duty and the patient’s best interests.

6. Complaints and feedback

Patients, families and visitors may raise concerns, complaints or compliments through official hospital communication channels.

Feedback helps improve patient experience, quality of care, safety and service delivery.

• Email: info@lutonhospital.co.ke
• Telephone: +254 111 003 400
• Location: China Centre, Ngong Road, Nairobi