Service Charter

1. Purpose of the Service Charter

This Service Charter outlines Luton Hospital’s public service commitments and expectations for patients, visitors and service users.

It is designed to promote respectful communication, patient-centred care, accountability and continuous service improvement.

2. Our service commitments

Luton Hospital aims to provide professional, respectful and compassionate healthcare services in line with available resources, clinical priorities and hospital procedures.

• Treat patients, visitors and stakeholders with dignity and respect.
• Provide clear information about available services and appointment processes.
• Protect patient privacy and confidentiality.
• Support safe, ethical and professional healthcare practice.
• Respond to enquiries, complaints and feedback through official channels.
• Promote quality improvement and patient experience monitoring.

3. What patients can expect

Patients and service users can expect communication and care that supports dignity, safety and informed participation.

• Respectful reception and guidance.
• Clear information about service processes where available.
• Confidential handling of personal and health information.
• Clinical attention based on need, urgency, available services and professional judgement.
• Opportunity to ask questions, seek clarification and raise concerns.

4. What we expect from patients and visitors

Patients and visitors help us maintain safe, respectful and effective service delivery.

• Provide accurate information needed for care, billing or communication.
• Observe hospital rules, safety instructions and visiting guidance.
• Treat staff, other patients and visitors respectfully.
• Keep appointments or notify the hospital if unable to attend.
• Use official channels for complaints, feedback or service enquiries.

5. Communication and feedback

The hospital provides public contact channels for enquiries, appointment support, feedback and policy questions.

Feedback may be used to improve service delivery, patient experience, quality and operational communication.

6. Service availability

Service availability may vary depending on clinical schedules, staffing, equipment, emergency demand, partner cover requirements and other operational factors.

This Service Charter does not guarantee availability of every service at all times and does not replace clinical judgement or emergency protocols.

7. Contact

For service enquiries, feedback or support, contact Luton Hospital using the official channels below.

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