“Office for the Protection of the Rights of Health Service Recipients” The independent “Office for the Protection of the Rights of Health Service Recipients” has been established in our hospital in accordance with Law 4368/2016. The objective and responsibilities of the Office are briefly as follows:
1. In cooperation with every relevant department and body, it ensures information on inpatient procedures and the rights of health service recipients, monitoring their service, improving their reception, collecting and processing complaints, facilitating the submission of reports to any relevant control authority and collecting positive impressions.
2. Informing the management and all relevant departments of any violation of the rights of health service recipients.
3. Maintaining electronic records, statistical records, processing issues and preparing semi-annual reports of activities, which are submitted to the Administration and the relevant designated departments.
4. Arrange for the editing and distribution of printed and electronic materials stating the rights of the patient, in accordance with existing legislation. These materials include: the rights of patients, their protective framework, information on the hospital departments, the services provided, useful contact details, the hospital’s operating rules and instructions for filing complaints and grievances.
5. Providing information and training to hospital staff on the obligations and rights of health care recipients.
These rights, as defined by the applicable provisions (Ministerial Decision A3d/ /G.P.οικ.10976 Government Gazette 662/B/02-03-2017), are the following:
1. Timely, safe and high quality health services in proportion to the capacities of the public health service delivery system.
2. Universal coverage of patients, in accordance with the law, the framework and the conditions set.
3. Provision of services with a focus on the patient and his/her particular needs.
4. Right to receive preventive services that improve quality and life expectancy and prevent the occurrence of disease.
5. Access to safe innovative procedures, including diagnostic procedures, according to the capabilities of the system.
6. Avoiding, as far as possible, physical and mental stress and suffering at every stage of examination, diagnosis, treatment and hospitalization.
7. Respect for the dignity, special needs and personality of the recipients of health services.
8. The provision of health services based on diagnostic and therapeutic protocols, on the basis of equal and universal access, irrespective of race, color, national or ethnic origin, descent, religion or other beliefs, disability or chronic illness, age, marital or social status, sexual orientation, gender identity or characteristics, and irrespective of the type of illness and health status of the recipient(s).
9. Informing the patient of his/her rights, medical condition, treatment options and informing him/her of the medical procedures and treatment to which he/she is subjected and their justification.
10. The patient’s active participation in decision-making concerning his/her health, after being adequately informed.
11. The medical confidentiality, discretion and privacy required by medical ethics for each medical act, examination, diagnosis, treatment and hospitalization.
12. The observance of the rules of courtesy and discretion during the provision of health care services and the prevention of incidents of undignified and offensive behaviour.
13. Compliance with the conditions imposed by national, European and international law regarding the required information and consent of the patient to medical operations and treatments.
14. The physical and moral restitution in case of violation of rights with the cooperation of all hospital services involved.
15. The confidentiality of his/her communication with the office and the information exchanged with it. p. Respect for the privacy of the recipient.
16. His/her equal and fair treatment by the hospital services.
17. The necessary support for the medical, nursing and administrative staff of hospitals in dealing with issues relating to the rights and treatment of recipients of health services.
MODERNISATION AND ORGANISATION OF THE HEALTH SYSTEM
Article 47: The rights of the hospital patient.
The patient shall have the right of access to the hospital services most appropriate to the nature of his/her illness.
The patient shall have the right to have care provided to him with due respect for his human dignity. Such care shall include not only the general practice of medicine and nursing but also paramedical services, appropriate accommodation, suitable treatment, and effective administrative and technical assistance.
The patient has the right to consent to or refuse any diagnostic or therapeutic procedure to be carried out on him. In the case of a patient with partial or total mental incapacity, this right shall be exercised by the person legally acting on his or her behalf.
The patient shall have the right to request information concerning his or her condition. The patient’s interest is crucial and depends on the completeness and accuracy of the information provided. The information provided to the patient must enable him to obtain a full picture of the medical, social, and economic aspects of his situation and to take decisions himself or to participate in decisions that may prejudge his future life.
The patient or his/her representative in case of application of par. 3, shall have the right to be fully informed, in advance, of the risks which may arise or be incurred as a result of the application to him or her of unusual or experimental diagnostic and therapeutic procedures. The application of such procedures to a patient shall only take place with the patient’s specific consent. Such consent may be withdrawn by the patient at any time. The patient must feel completely free to decide to accept or reject any cooperation for the purpose of research or education. Consent to any participation is his/her right and may be withdrawn at any time.
The patient has the right, to the extent and in the actual circumstances possible, to privacy. The confidentiality of the information and content of the documents concerning him/her, the medical notes and findings file, must be guaranteed.
The patient shall have the right of respection and recognition of his religious and ideological beliefs.
The patient shall have the right to present or lodge complaints and objections and to be fully informed of the actions and results thereof. European Charter of Patients’ Rights.
In 2002, the Active Citizenship Network (ACN), www.activecitizenship.net, together with 12 other European organisations, drafted the European Charter of Patients’ Rights. The European Charter of Patients’ Rights proclaims 14 patients’ rights which, taken as a whole, aim to guarantee a “high level of human health protection” (Article 35 of the Charter of Fundamental Rights of the European Union) and to ensure a high quality of services provided by the various national health care providers in Europe. The 14 rights form the basis of the Fundamental Rights that should be recognised and respected in every country. They relate to obligations and responsibilities that should be assumed by citizens and all those involved in the provision of health services. The Charter applies to all individuals, recognising that differences such as age, gender, religion, socio-economic status, etc. may affect individual health service needs.
RIGHT TO PREVENTION
Everyone has the right to enjoy the provision of appropriate services to prevent the occurrence of disease.
RIGHT OF ACCESS
Everyone has the right of access to the health services required by his or her state of health. Health services must ensure equal access for all without discrimination as to economic status, place of residence, type of illness or time of access to services.
RIGHT TO INFORMATION
Everyone has the right of access to all kinds of information about his or her state of health, health services and how to use them, as well as to all available scientific research and technological innovation.
RIGHT TO CONSENT
Everyone has the right of access to any kind of information that may help him or her to participate actively in decision-making concerning his or her health. This information is a prerequisite for any therapeutic act and procedure, including participation in clinical trials.
RIGHT TO FREEDOM OF CHOICE
Everyone has the right to a free choice between different treatment procedures and health care providers after having been given adequate information.
RIGHT TO CONFIDENTIALITY AND PRIVACY
Everyone has the right to keep his or her personal data confidential, including data concerning his or her state of health and potential diagnostic or therapeutic procedures, as well as the right to privacy when undergoing diagnostic tests, visits to specialist doctors, and medical/surgical procedures in general.
RIGHT TO RESPECT FOR THE PATIENT’S TIME
Everyone has the right to receive the required treatment in a short and prescribed time. This right applies to each phase of treatment.
RIGHT TO RESPECT FOR QUALITY STANDARDS
Everyone has the right of access to high-quality health services on the basis of
and adherence to specific standards.
RIGHT TO SAFETY
Everyone has the right to be free from harm caused by malfunctioning health services, medical errors and mistakes, and the right to access health services and treatments that meet strict safety standards.
RIGHT TO INNOVATION
Everyone has the right of access to innovative procedures, including diagnostic procedures, in accordance with international standards and irrespective of economic factors.
RIGHT TO AVOID UNNECESSARY SUFFERING AND PAIN
Everyone has the right to avoid, to the extent possible, suffering and pain at every stage of his or her illness.
RIGHT TO INDIVIDUALISED TREATMENT
Everyone has the right to diagnostic or therapeutic methods tailored as far as possible to his or her individual needs.
RIGHT TO EXPRESS COMPLAINTS
Everyone has the right to express complaints whenever he or she has suffered harm and the right to receive a response or other information.
RIGHT TO COMPENSATION
Everyone has the right to obtain adequate compensation within a reasonably short period of time, whenever he or she has suffered physical or moral and psychological harm as a result of a medical act provided by a health service.
Adherence to visiting hours and respect for the peace and quiet of patients. Compliance with the rules of operation of the hospital administration and departments. The use of tobacco products, new tobacco products, electronic cigarettes and herbal products for smoking in the hospital premises and in the canteen is prohibited. Keeping the premises clean and respecting the property of the Hospital. Cooperating with all who work daily for the health of patients. Contributing to the Blood Donation Department’s efforts to meet blood needs
Ministerial Decision A3d/G.P. οικ. 10976 (Government Gazette 662/B/02-03-2017) “Framework for the organization and operation of the Office for the Protection of the Rights of Health Service Users of the Health Care Hospitals of the National Health Service”. Articles 59, 60 and 61 of Law No. 4368/2016 (A’ 21) “Measures for the acceleration of government work and other provisions”. Article 2 of Law no. 2716/1999 (Α’96)
“Development and Modernization of Mental Health Services and other provisions”. Article 47 of Law no. 2071/1992 (Government Gazette A’ 123): ‘Modernization and organization of the health care system’ Article 7 of Law No. 2071/1992 (Government Gazette A’ 123). 4213/2013 (A’ 261) “Adaptation of national legislation to the provisions of Directive 2011/24/EU of the European Parliament and of the Council of 9 March 2011 on the application of patients’ rights in cross-border healthcare (L88/45/4.4.2011) and other provisions”. Law no. 2619/1998 (A132): ‘Ratification of the Council of Europe Convention for the Protection of Human Rights and Dignity of the Individual with regard to the Application of Biology and Medicine:
Convention on Human Rights and Biomedicine”. Human Rights and Human Rights and Humanitarian Law and Humanitarian Rights and Biomedicine. 3418/2005 (A’ 287) “Code of Medical Ethics”. Decision No A3 (c) SG/conc. 25132/04.04.2016 (V’ 908) Joint Ministerial Decision, “Arrangements for ensuring access of the uninsured to the Public Health System”. The Charter of Fundamental Rights of the European Union (Article 35). The European Charter of Patients’ Rights.