patient’s rights and information

for your information:
  A welcome booklet is provided for you at the time your booking is made, together with a questionnaire for you to fill in on your departure.
  If you have not received a questionnaire, you can request one from your ward, or at the reception. You can ask for one on arrival and leave it on your departure.
  A folder containing supplementary information is available in your room.

users satisfaction:
  We are continuously trying to guarantee satisfaction for our clients regarding the quality of reception, healthcare and accommodation provided.
  In order to better respond to your needs and expectations, we would appreciate it if you would take a few moments before your departure to fill in the questionnaire which was given to you on your arrival. Your opinions, suggestions and comments are vital for us in order for us to make improvements. You can either leave your questionnaire in the Departures Office on your departure, or return it to us by mail.
  Should you experience any difficulty, have a complaint or wish to claim compensation, you can inform the heath care team on duty 24 hours per day or the member of staff responsible for your floor.
  You can also contact the staff nurse from Monday to Friday from 4.30p.m. to 5p.m., by dialling the in-house number 5041.
  If you have a medical problem, you can talk to the doctor dealing with your case, or the staff member in charge of your floor.
  Should you be dissatisfied for any reason whatsoever, you can put your complaint in writing and address it to the Director of the establishment. You will receive a reply as quickly as possible.
  In order to measure the level of satisfaction enjoyed by our clients, the establishment has set up an assessment procedure which is analysed on a monthly basis:
    - replies to questionnaires provided by those hospitalised on their departure (monthly statistics).
    - complaints and compensations in order to improve the service provided.

administrative documents:
  In order to facilitate your admission, you must carry your identity papers with you.

hospitalised patient’s charter
In accordance with the ministerial circular no.95-22 dated 6 May 1995, the hospitalised patient’s charter is displayed in each of the establishment’s health departments and in all reception areas.
The principles outlined in this charter have been taken on board by this establishment’s professionals: to combine our skills in order to develop quality service.

access to administrative file
Your administrative file is compiled on arrival. It can be consulted while you are in hospital, by requesting it from the Director of the establishment.

access to your medical file
In accordance with the law 2002-303 of 4 March 2002 regarding the rights of sick persons and and the quality of the health system and the decree n° 2002-637 of 29 April 2002 regarding access to personal information held by health professionals, all patients are allowed access to their medical file either directly or through a doctor designated by the patient.
This information can be:
      - consulted in situ and possibly photocopied.
      - sent in the form of a copy, the cost of delivery being met by the patient.
The deadlines in place for providing such information are from 48 hours to one week following the date it is requested. The deadline for information relating to five years ago or more is 2 months.

NATIONAL INFORMATION TECHNOLOGY COMMISSION AND LIBERTIES – CNIL
The clinic uses computers to deal with its clients files and produces statistics through its medical information technology department, in complete confidentiality.
All information regarding patients is dealt with on computer and is regulated by the changes under law no 78-17 of January 6 1978. The patient can oppose the gathering and use of statistics which apply to him, under the provisions laid out in this law.
In accordance with decree no 94-666 of July 27 1994, these statistics are transmitted to the doctor in charge of medical information technology and protected under medical confidentiality.

COMMISSION FOR QUALITY RELATIONS WITH CLIENTS
In accordance with law no 2002-303 of March 4 2002 (art.16), the objective of the Commission for Quality Relations with Clients is to respect clients’ rights by through a monitoring system and to contribute towards the improvement of the reception and general handling of sick persons and their relatives.
This commission is specifically responsible for facilitating patients’ progress and making sure that, if necessary, they can express their dissatisfaction to the management of the establishment, to listen to explanations given and to inform patients of the results of their queries.
A mediating doctor: a surgeon at the clinic will deal with requests for reimbursement related to medical matters.

.

PATIENTS OVER 18 UNDER LEGAL PROTECTION
Some hospitalised patients are under legal protection as defined by the civil law dated January 3 1968 and are considered to be under legal guardianship: either legal supervision, guardianship or as a ward of court. If necessary we will communicate with your legal guardian or supervisor.

TRUSTWORTHY PERSON
In accordance with law no 2002-303 of March 4 2002, a patient over 18 can designate a trustworthy person who could be either a relative, close friend or the doctor treating him/her and who could be consulted should the patient be in a condition where he was unable to express his wishes and to receive information necessary at that time.
Designating such a person has to be carried out in writing to the management. It can be revoked at any given time. If the patient so wishes, the designated person can accompany him/her throughout all procedures and can attend medical appointments in order to help him/her with decision making.