Internal procedure rules
Vilnius JSC „Kardiolita“
January 2, 2019 Order No. PK-19-01/1
INTERNAL PROCEDURE RULES
1.1. JSC „Kardiolita“ (hereinafter – Institution), company code 126118245, business address: Laisvės ave. 64A, Vilnius, is an outpatient and inpatient person‘s health care services providing institution, which operates in accordance with Constitution of Lithuanian Republic, Civil code, Government resolutions, Health supervision institutions, Patients‘ Rights and Health Damage Compensation and other laws of Lithuanian Republic, orders of the Minister of Health as well as other legislation, Institution‘s statutes and these Internal Procedure Rules (hereinafter – Rules).
1.2. The Rules have been compiled in accordance with the requirements of Article 46 of the Law of Health Care Institutions of the Republic of Lithuania and establish general principles of relationship as well as conduct norms of employees, patients and their representatives.
1.3.The Institution is insured against civil liability for damage suffered by patients.
1.4. The Institution is engaged only in the activity, which is specified in its statutes and available licenses.
1.5. The Institution provides necessary and planned, free of charge (compensated by the Mandatory Health Insurance Fund (hereinafter – MHIF) budget finances) as well as paid person‘s health care services.
1.6. The Institution‘s employees have the right to derogate from these Rules, if in a particular case formal compliance with these Rules would contradict the patient‘s interests. Whatever deviation from the Rules must be indicated in the patient‘s medical records.
1.7. These Rules must be complied by all the Institution‘s employees, patients, their representatives and other persons within the territory or premises of the Institution.
1.8. The Rules are publicly available on the Institution‘s website kardiolita.lt,, on the Institution‘s noticeboard and are accessible for each patient of the Institution.
1.9. The Institution‘s territory can be monitored by video cameras (only in places, which have special sign indications).
1.9.1. The main terms used in the Rules:
1.9.2. the patient – a person, the Institution‘s customer, who takes the services provided by the Institution;
1.9.3. the patient‘s representative – a patient‘s representatives by law (parents, adoptive parents, patrons, caretakers) or representative by order. If an adult patient cannot be considered to be able to reasonably assess his or her interests and if the patient has not been identified with care or custody, all duties of the Institution are carried out by a person, who has been authorized in writing by the patient to act in his own name. If there is no such authorized person or such authorized person did not take the necessary actions, the duties must be performed by the patient‘s spouse or cohabitant (partner), except cases, when they refuse it and if there is no spouse or cohabitant (partner), the duties are carried out by patient‘s father or child, except cases, when they refuse.
2.1. Working hours of the Institution are published on the webside kardiolita.lt, on the Institution‘s noticeboard and are accessible for each patient of the Institution.
2.2. The Institution‘s management and functional units‘ (administration) working hours:
2.2.1. Mondays – Thursdays: 8.00 AM – 5.00 PM, lunch break 12.00 AM – 12.45 AM;
2.2.2. Fridays: 8.00 AM – 3.45 PM, lunch break 11.00 AM – 11.45 AM;
2.2.3. not working on weekends and holidays.
2.3. The Institution customers‘ service department and clinic working hours:
2.3.1. Mondays – Thursdays: 7.00 AM – 9.00 PM;
2.3.2. Fridays: 7.00 AM – 8.00 PM;
2.3.3. Saturdays: 9.00 AM – 3.00 PM;
2.3.4. not working on Sundays and holidays.
2.4. The Institution hospital (inpatient, anesthetic and intensive care units, in accordance with the procedure established by the legal acts of the Republic of Lithuania, working reception-emergency aid, surgery rooms, procedural cabinets, radiology, laboratories, blood bank and other employees) are active every day: 24 hours a day.
2.5. The Institution‘s canteen is open every day: 7.00 AM – 9.00 PM.
3.1. In order to receive information on the Institution‘s personal health care services provided, prices and possibilities to take advantage, legal and natural persons can apply in writing (including e-mail) or contact orally the Institution‘s customers‘ service department personnel directly or by general phone number (8 5) 2390 500.
3.2. Applying for emergency and necessary aid:
3.2.1. emergency and necessary medical care for patients is provided out of turn;
3.2.2. emergency and necessary aid is provided according to the procedures laid down by the legislation of the Republic of Lithuania;
3.2.3. no referral required for necessary aid.
3.3. Doctors specialists and other health care experts of the clinic (as needed) consult patients in the hours provided by their working schedules.
3.4. Patients are registered during the Institution‘s clinic working hours: by phone number (8 5) 2390 500, by online internet or upon their arrival at the Institution.
3.5. When applying the Institution by phone, the patient‘s identity is determined by the name, surname, date of birth, last 4 digits of the personal code and contact data. Patient‘s phone calls to the Institution are recorded and the patient is informed about it by an automatic message before the conversation begins. The patient may disagree with the conversation being recorded, thus in this case must come to the Institution. Phone calls are recorded in order to ensure the quality of personal health care service provision.
3.6. Uppon arrival the patient must have a passport or other person‘s identity confirming document and (if has) Medical documents extract/referral issued in writing or electronically (form No. 027/a, hereinafter – Referral). The Referral is not mandatory for the patient applying for a paid service.
3.7. The Institution‘s customers‘ service department personnel at the time of registration provides the patient with the information concerning the Institution‘s doctors specialists and other health care experts, their qualification, working schedule, types and prices of services available.
3.8. Individuals, covered by public health insurance in other European Union countries, European economic area countries and Swiss Confederation, provide European Health Insurance Card (hereinafter -EHIC) to prove the insurance, EHIC replacing certificate or structured electronic document (hereinafter – SED) S045, which provides access to necessary medical care services and necessary compensated medications as well as medical aid measures; document DA1 (or E123 form certificate, or SED DA002), which provide access to necessary medical care services and necessary compensated medications as well as medical aid measures due to an accident at work or exacerbated occupational disease; document S2 (or E112 form certificate, or SED S010), which provides the right to receive in this document specified scheduled compensated services and compensated medications as well as medical aid measures; document S3 (or SED S008), which provides the right to continue treatment initiated in Lithuania, the costs of which are covered by the budget of the MHIF.
3.9. The patient is reminded about the intended visit to the Institution‘s clinic by SMS message or by phone call (if the patient has indicated his/her phone number).
3.10. Patients must arrive at the Institution‘s clinic 10 minutes before scheduled visit appointment. Patients, being late more than 15 minutes, may not be accepted.
3.11. If, due to important circumstances, the patient‘s appointment with a doctor takes longer than the appointed time, other patients will be accepted later than the registered appointment time. The aim is to accept patients no later than within 15 minutes after the registered appointment time. The customers‘ service department personnel informs patients orally, if a doctor is late.
3.12. If the patient has a scheduled appointment time and the Institution wants to change it on its own initiative, new reception time is coordinated with the patient. The new time must be notified at least 12 hours before the scheduled start of the appointment. The specified notice period may not be applied in those cases, when the Institution‘s doctors get sick, provide necessary or emergency aid, perform surgeries longer than planned and so on.
3.13. If the patient is unable to arrive at the Institution to the appointment in due time, he/she must inform about that in advance (no later than 24 hours before the registered appointment time) by phone or by personally arriving to the Reception and (if wishes) asking to agree on a different appointment time.
3.14. Applying to the Hospital of the Institution a medical contract is concluded, including related documents (consents, etc.) as well as the patient‘s agenda, all necessary consultations and studies are reserved in advance, which can be adjusted as needed when the patient arrives. Upon arrival of the patient, a study and treatment strategy is planned, a treatment plan is established. If necessary (for patients arriving from abroad) a responsible person takes care of additional services (visas, logistics, etc.).
3.15. Patients without the consent or the consent of their representatives are not admitted to the Institution‘s Hospital.
3.16. The patient‘s or his/her representatives‘ consent is not required:
3.16.1. when there is a life threat to a person and he/she cannot give such consent;
3.16.2. when there is a life threat to the under-age or incapable person and his/her representatives cannot be found quickly;
3.16.3. in other cases, provided be the Laws or the Republic of Lithuania.
3.17. After the completion of all registering procedures to the Institution‘s Hospital, a nurse or nurse assistant is invited, who collects all hospital documentation filled in by the patient and escorts the patient to a ward.
3.18. Upon arrival in the ward, the responsible person or the Institution introduces the patient with the Rules, ward equipment and provides other relevant information. The patient gets acquainted with documents and forms (consents, etc.) approved by the Institution, completes them as well as certifies by signing.
4.1. Personal health care services, which the Institution provides are licensed, indicated by August 19, 2003 issued personal health care license No. 2622 approved by State Health Care Accreditation Agency under the Ministry of Health (hereinafter – SHCAAMH), with which is available to get acquainted on the website of the SHCAAMH).
4.2. Free personal health care services (except emergency health care services) are provided only after checking whether the person is covered by mandatory health insurance.
4.3. Provided free of charge are:
4.3.1. necessary medical aid, in accordance with the procedure established in the relevant legal acts of the Republic of Lithuania;
4.3.2. scheduled outpatient and inpatient personal health care services, indicated in the agreements with Territorial Health Insurance Funds for the residents of Lithuania, covered by mandatory health insurance; information concerning particular services (their assortment), order of delivery, queues, etc. is provided by customers‘ service department personnel, in addition, in accordance with the procedure established by legal acts of the Republic of Lithuania it is publicly available on the Institution‘s website and (or) on the Institution‘s noticeboard. When the Institution has exhausted funds (funds limit), provided by the agreements with Territorial Health Insurance Funds, customers‘ service department personnel points out for applying patients, that temporarily cannot provide scheduled treatment services for free.
4.4. Free of charge scheduled services are provided only due to the main disease (due to which the patient was sent for outpatient consultation or hospitalized), in accordance with the provided budget funds of the MHIF to pay for services in the agreements with the Territorial Health Insurance Funds.
4.5. Provided paid are:
4.5.1. all the Institution‘s personal health care services listed in the price list, except services listed in the article 4.3 of the Rules;
4.5.2. all the Institution‘s personal health care services listed in the price list, when the patient is not covered by mandatory health insurance or is applying without Referral;
4.5.3. personal health care services, which the patient (without appropriate Referral) desires at his own discretion;
4.5.4. personal health care services for foreign citizens, except cases listed article 3.8 of the Rules;
4.5.5. the patient wants to receive the service not in sequence and has been informed by signature about his right and the opportunity to get it free of charge in sequence;
4.5.6. personal health care services, which are provided without disclosing person‘s identity, except provided irregularities in the legislation of the Republic of Lithuania;
4.5.7. additional services in the Institution‘s Hospital (higher Standard services – Standard A).
4.6. For patients, who are covered by mandatory health insurance, when the basic price for personal health care services is compensated by MHIF budget, for more costly services, procedures, materials selected on their own choice (after signing the approved forms of consents in the Institution) as well as the difference from actual prices of materials, procedures and free services is covered by the patients.
4.7. Paid services in the Institution are provided by the Director General approved order and payments for the services are accepted at the cash desks of the Institution. In all cases after payment for the services the patient receives a cash receipt and (if needed) an invoice.
4.8. Paid services price list is published on the Institution‘s website and (or) information about the prices is provided by the Institution‘s customers‘ service department personnel (by phone or upon arrival to the Institution).
5.1. Rights of patients:
5.1.1. each patient must be provided with high-quality personal health care services;
5.1.2. the patient has the right to conditions that respect his/her honor and dignity and respectful behavior of health care specialists. The patient has the right to be cared for and to die in respect;
5.1.3. rights of patients may not be restricted because of their gender, age, race, nationality, language, origin, social status, belief, confidences or views;
5.1.4. patients have the right to be treated in a way, that respects their diagnosis, treatment and care;
5.1.5. patients should be provided with science-based anesthetic measures, in order to prevent them from health disorder sufferings;
5.1.6. the patient must be informed about a doctor‘s or health care specialist‘s name, surname, position and professional qualification, who provides health care services to him/her;
5.1.7. the patient has the right to receive information about services provided in the Institution, their prices and accessibility;
5.1.8. the patient must be informed about the Institution‘s Internal Procedure Rules and Order, as far as his/her presence in the Institution is concerned;
5.1.9. the patient is entitled to information about his/her health condition, disease diagnosis, medical research data, treatment methods and treatment prognosis;
5.1.10. the patient has the right to know the opinion of another doctor-specialist about his/her health condition and the proposed treatment;
5.1.11. information to the patient should be provided in a form that is understandable to him/her, explaining specific medical terms. Informing about treatment, the doctor specialist should inform the patient about treatment course, possible treatment outcomes, possible alternative treatment methods and other circumstances, which may affect the patient‘s decision to accept or refuse the proposed treatment, as well as the consequences of abandoning the proposed treatment;
5.1.12. the information should not be given to the patient against his/her will. Refusal to receive information concerning health condition the patient must clearly express and confirm by the signature;
5.1.13. for the patient aged 16 and over all personal health care services in the Institution are provided only with his/her consent, except in cases of emergency medical care, when the patient is unable to express his/her will;
5.1.14. for under-age patient up to 16 years all health care services in the Institution are provided only with his/her representatives‘ consent, except emergency medical care provision cases. Health care specialists in all cases must always choose such diagnostic and treatment methods, which meet the interests of the under-age best, taking into account the will of the under-age patient as well as his/her representatives. If there are disagreements between the patient under 16 and his/her representatives, diagnostic and treatment methods are chosen by the doctors‘ Concilium, taking into account the under-age interests;
5.1.15. the under-age patient up to 16 years, who, according to the reasoned opinion of the doctor specialist, expressed in medical documents, can assess himself/herself health condition correctly, has the right to apply independently and to decide on the provision of the necessary health care services, except cases established by the laws of the Republic of Lithuania;
5.1.16. the patient cannot be treated or given any other health care as well as nursing against his/her will, unless otherwise provided by the laws of the Republic of Lithuania;
5.1.17. when healthcare is to be provided to the patient from the age of 16, who cannot be considered to be able to reasonably assess his/her interests, and there are no persons specified in the Law of Patients‘ Rights an Health Damage Compensation or they refused to act as representatives, or there is no possibility to contact them as quickly as necessary, or get their informed consent in time, a decision on the scope and extent of personal health care to be provided to the patient, the choice of alternative is taken by the doctor specialist, or, if necessary, the doctors‘ Concilium, exclusively following the interests of the patient. The doctor justifies the decision on establishment of the Concilium in the patient‘s medical records;
5.1.18. for the under-age patient up to 16 years, whose parents are reluctant to perform the functions of a legal representative and who is not a subject of temporary guardianship or care, when the parents (adoptive parents) of the under-age patient disagree on the extent of personal health care services provision, decisions on the scope of personal health , the choice of alternative is taken by the doctor specialist, or, if necessary, the doctors‘ Concilium, exclusively following the interests of the patient;
5.1.19. information about health condition of the patient, who cannot be considered to be able to reasonably assess his/her interests, is given to the patient‘s spouse (cohabitant), the patient‘s parents (adoptive parents) and the patient‘s adult children at their request;
5.1.20. the right to personal health care services without disclosing person‘s identity have at least 16 years of age patients, sufferings illnesses of a list established by the Government or its authorized institution;
5.1.21. the patient‘s, the mental patient‘s, who is unable to correctly assess his/her condition of health, treatment peculiarities are determined by the Mental Health Care Act;
5.1.22. doctors specialists and nursing staff must respect privacy of the patient: the patient is entitled to confidentiality of information about his/her condition of health (except cases provided in the legislation of the Republic of Lithuania);
5.1.23. the patient‘s private life is inviolable. Information on the facts of the patient‘s life can only be collected with the patient‘s consent and in that case, if it is necessary to diagnose disease, treat or nurse the patient;
5.1.24. if the patient‘s further presence in the Institution is not medically justified, before discharging from healthcare establishment home or sending to another healthcare institution, for the patient or, in the cases provided by this and other laws, his/her representative the reasonableness of such a decision and the continuity of further health care must be explained in detail;
5.1.25. the patient has the right to apply to the Institution‘s management for any controversial issues that may arise;
5.1.26. the patient has the right to compensation of damage, which occurred due to breach of his/her rights, when providing health care services;
5.1.27. all necessary information for the patient is provided (available) during his/her stay in the Institution. The information is published on the Institution‘s website, on noticeboards, provided by customers‘ service department, in the outpatient clinic and the hospital;
5.1.28. the patient has the right to apply to the Institution for information on whether the Institution is processing his/her personal data and, if so, to have access to the personal data processed;
5.1.29. the patient has the right to apply to the Institution for rectification of his/her personal data and (or) to suspend the processing of such personal data, except for storage – in this case, after access to personal data it is established, that the data are incorrect, incomplete or inaccurate;
5.1.30. the patient has the right to apply to the Institution for deletion of his/her personal data (or restrict its handling), which are processed only with his/her consent, if the patient withdraws the respective consent. This right is not applied, if the personal data requested to be deleted, are processed on another legal basis;
5.1.31. the patient is entitled to the personal data he has provided, which is being processed on the basis of his/her consent or performance of the contract, in writing or in generally used electronic form and, if possible, transfer such data to another service provider (data portability);
5.1.32. the patient has the right to object to the processing of his personal data, if the processing of personal data is based on legitimate interests, including profiling for direct marketing purposes;
5.1.33. the patient has the right at any time to withdraw his/her consent to the processing of personal data for direct marketing purpose;
5.1.34. concerning data protection questions, the patient has the right to address the Institution directly by submitting a written request in person, by post, through a representative or by electronic means of communication (Institution‘s general e-mail), orally (Institution‘s general phone number) or directly Data Protection Officer of the Institution by e-mail: email@example.com. Patients‘ requests concerning data subject rights are considered by the Institution free of charge. The application may be refused to consider or this may be subject to an appropriate fee, if the request is manifestly unreasonable or excessive, as well as in other cases identified by regulatory acts;
5.1.35. the patient has the right to address State Data Protection Inspectorate, failing to resolve data protection issues with the Institution.
5.2. Obligations of patients:
5.2.1. the patient cannot claim privileges on the ground of gender, race, nationality, language, origin, social status, belief, confidences or views;
5.2.2. the patient must familiarize by signing the submitted Institution‘s Rules of Internal Procedure, other Institution‘s established documents and implement their indicated obligations;
5.2.3. the patient must provide affordable information to health care specialists about his/her health condition, suffered illnesses, surgeries experienced, currently and previously taken medications, allergic reactions, genetic heredity and other data known to the patient, necessary to properly provide personal health care services;
5.2.4. the patient, who has received information about his/her appointed personal health care services, in accordance with the legislation cases of the Republic of Lithuania consent or refusal to provide these personal health care services must confirm in writing;
5.2.5. the patient must comply with the instructions and recommendations of health care specialists or to refuse the appointed health care services. The patient must inform health care specialists about deviations from the given instructions or set regimen, regarding which he/she gave the consent;
5.2.6. the patient must treat all Institution‘s employees and other patients with respect and properly;
5.2.7. for the patient, who violates his/her obligations, thus posing a threat to his/her own health and life, or prevents them from getting high-quality health care services, personal health care services may be discontinued, except in cases, when the life of the patient is at risk;
5.2.8. to cooperate with health care specialist, who has appointed and provides personal health care services, to implement his/her assignments and recommendations;
5.2.9. to pay in time for paid services according to the current pricelist of the Institution;
5.2.10. as far as health condition allows, to observe personal hygiene requirements, to maintain cleanliness and order;
5.2.11. to deal properly with Institution‘s equipment and inventory, to save Institution‘s property;
5.2.12. at the premises of the Institution and in the territory without permission in accordance with the established procedure to film, take photos of premises and staff, patients or otherwise violate their privacy;
5.2.13. patients and their visitors are liable for the damage caused to the hospital and its employees in accordance with the laws of the Republic of Lithuania.
6.1. Drunken or otherwise intoxicated, aggressive visitors are not allowed to visit patients.
6.2. Visiting patients is prohibited for persons suffering acute contagious infectious diseases.
6.3. Patients in Hospital may be visited during working hours of the Institution. Patients may be visited on different time only with the permission of the treating physician specialist or on-duty doctor.
6.4. Persons arriving to visit patients of the Institution must register in visitors‘ magazine kept by a watchman. Visitors wearing outerwear (coats, jackets) are not allowed to enter the Hospital. The outerwear has to be left in the Institution‘s cloakroom. The Institution does not assume liability for valuable items left in the outerwear.
6.5. Due to the specificity of the activity, patients‘ visiting may be restricted, established another order of attendance, visitors must meet specific staff requirements concerning footwear, clothing, disinfectants usage. Visitors must follow reasonable employees‘ of the Institution instructions.
6.6. The patient, who cannot be considered to be able to evaluate his/her interests reasonably, when there is the consent of the doctor (doctors‘) responsible for the patient, without prejudice to the rights of others, may be visited by the patient‘s spouse (cohabitant), the patient‘s parents (adoptive parents) and the patient‘s adult children at their request. The person wishing to visit the patient additionally provides his/her identity documents and indicates relationship with the patient – spouse (cohabitant), the patient‘s parents (adoptive parents), adult children.
6.7. During doctors‘ inspections and medical procedures performed for patients in a ward, visitors are not allowed to stay in the ward, except cases, when the patient needs help of the nursing person.
6.8. Visitors must keep quiet, comply with public order, implement Institution‘s employees instructions, respect the rights and privacy of other patients.
6.9. Due to the announced epidemic or other emergency the management of the Institution may restrict or prohibit patients‘ visiting by publicizing it.
6.10. Visitors are not allowed to bring alcoholic beverages, cigarettes, narcotics, psychotropic and other psychoactive as well as prohibited substances for patients, not recommended food products and medications.
6.11. Food products transferred to patients must be fresh, well and properly packaged, the Institution‘s employees must be informed about perishable products.
6.12. Visitors may be warned about violations of patients‘ visiting order, while not obeying the warnings, are asked to leave the premises or territory of the Institution.
6.13. Patients are discharged from the Institution:
6.13.1. after completing the study and treatment plan;
6.13.2. to continue treatment out patiently;
6.13.3. to continue health returning or rehabilitation treatment;
6.13.4. transferring for treatment to another medical establishment;
6.13.5. for rough violations of the Rules, leaving the Hospital arbitrarily, in accordance with the requirements of the relevant legal acts of the Republic of Lithuania;
6.13.6. at the request of the patient, although studies and treatment are not completed. The patient records his/her claim in case history and confirmed by the signature, for the case history submission to the patient in order to records his/her claim, is responsible the treating physician specialist or on-duty doctor;
6.13.7. in other cases, established by the relevant legal acts of the Republic of Lithuania.
6.14. If keeping the patient in the Institution is no longer medically justified, prior to discharging home or transferring him/her to another health care establishment, the patient or his/her representative should be provided with a thorough and reasoned explanation of such decision as well as further health care instructions. Having received such information, the patient or his/her representative confirms it by signature. When the patient, who cannot be considered to be able to reasonably assess his/her interests during the hospitalization, is being discharged or transferred to another health care institution, in this part indicated information should be provided to the patient‘s representative, if he/she by signature is specified in the patient‘s medical records or if the patient‘s representative has submitted representation confirming document, which complies with statutory requirements. The patient or his/her representative the fact of receiving documents confirms by a signature in the relevant documents of the Institution.
6.15. The patient, if his/her health condition, according to the attending physician specialist, requires intensive additional treatment, can be directed to other personal health care establishment, having coordinated with that institution the patient‘s transferring as well as issuing a Referral and informing the patient.
6.16. Discharging the patient all for the particular case required medical documents are prepared and given to him/her. The documents can be submitted when the patient is leaving home or sent by e-mail with the patient‘s consent, information on the security of personal data encoding by technical means.
6.17. Upon the patient‘s death, the Institution‘s staff is following the Patients‘ Death Management Procedure approved by the Institution.
7.1. The patient, believing that his/her rights were violated, has the right to lodge a complaint. The complaint can be made by the patient or his/her representative. Those complaints are being investigated, which are signed by the patient, indicated with his/her name and surname, actual place of residence and contact details, outlined the essence of the complaint. If the complaint is made by the patient‘s representative, should be indicated his/her name, surname, place of residence, document of representation and the patient, on whose behalf he/she is applying. Unrecognizable, the complaints that do not meet the requirements of this clause are returned to the patient and the reason of the return is stated.
7.2. The patient must submit a personal identification document along with the complaint. When such a complaint is sent by post or by courier, it must be accompanied by a copy of the applicant‘s identity document certified by a notary or the patient‘s lawyer. The patient‘s representative, requesting such information, provides a document certifying identity and representation.
7.3. The patient has the right to lodge a complaint no later than one year after becomes aware, that his/her rights have been violated, but no later than three years from the date of the infringement.
7.4. Patients have the right to apply to the public authorities dealing with patients‘ complaints only in case being dissatisfied with the handling of complaints within the Institution.
7.5. The Institution, having received the patient‘s complaint, examines and notifies the patient in writing about the outcome of the examination no later than within 20 workdays.
7.6. Patients‘ surveys are carried out periodically in the Institution, the patient may also express his/her opinion on the Institution‘s website or by e-mail firstname.lastname@example.org.
7.7. The Complaints Management Procedure for the settlement of Disputes and conflicts between the Institution and patients is approved above in the Rules, providing details of the decision procedure.
7.8. Complaints, statements or other observations received without the applicant‘s personal data are examined depending on the significance of the facts presented. The decision to investigate or not is taken by the Institution‘s Quality Manager. Responses to such complaints (depending on the circumstances) may not be available to anyone.
8.1. All information concerning the patient‘s presence in the Institution, health condition, diagnosis, prognosis and treatment, as well as any other personal information about the patient is considered confidential.
8.2. Having presented an identification document, the patient has the right to information about his/her health condition, disease diagnosis, treatment or medical examination methods applied in the institution or known to the physician, potential risk, complications, side effect, treatment prognosis and other circumstances, that may affect the patient‘s decision to accept or refuse the proposed treatment, as well as the consequences of refusing the proposed treatment. The physician is required to disclose this information to the patient in an understandable form, taking into account his/her age and health condition, explaining the specific medical terms.
8.3. Confidential information may be provided to other persons only with the written consent of the patient specifying the grounds and usage purposes, except in cases, where the patient has indicated in the medical records the specific person entitled to receive such information, as well as the extent and timing of providing such information. The patient has the right to identify persons for whom confidential information cannot be provided.
8.4. For persons, directly involved in the treatment or care of the patient, carrying out a medical examination of the patient, confidential information may be provided without the patient‘s consent only in those cases and to the extent necessary to protect the interests of the patient. When the patient is considered incapable of assessing his/her interests in a reasonable manner and there is no consent expressed by the patient, confidential information may be provided to the patient‘s representative, spouse (partner), parents (adoptive parents) or children of full legal age to the extent necessary to protect the interest of the patient.
8.5. Information on health condition of the patient, who cannot be considered capable of reasonably evaluating his/her interests, is provided to the patient‘s spouse (cohabitant), patient‘s parents (adoptive parents) and patient‘s adult children at their request.
8.6. Information about the patient by phone or e-mail, according to the requirements of legal acts of the Republic of Lithuania, is not provided.
8.7. Information is provided to the patient and (or) persons indicated in the statement in a comprehensive form about the patient‘s health condition, disease diagnosis, medical examination data, possible treatment methods and outcomes, treatment prognosis, as well as possible consequences refusing the proposed treatment.
8.8. Representatives of the patient under the age of 16 have the right of access to his/her medical documents. The physician, while providing the information, is guided by the interests of the under-age.
8.9. Information concerning the condition of treating patients can be provided by attending physicians specialists, Heads of Hospital Departments, on-duty doctors.
8.10. After the patient‘s death the right to information concerning the patient‘s presence in the Institution, health condition, diagnosis, prognosis and treatment, as well as all other personal information about the patient have heirs by will and by law (spouse (partner), parents, children).
9.1. Persons, entitled to receive written information about the patient on the grounds and according to the procedure established legal acts (copies of medical documents), submit a written request and the corresponding - written consent of the patient to the Institution. The request must specify the nature of the information desired and its usage purpose.
9.2. The patient, submitting to the Institution a request for the provision of written information (receiving transcripts), must present personal identity document. When such a request is sent by post or by courier, it must be accompanied by a notary or the patient‘s lawyer approved copy of the identity document of the applicant. The patient‘s representative, applying for the written information, provides his/her identity and representation testifying document.
9.3. Medical documents are the official records of the Institution and are stored in its archive.
9.4. At the patient‘s request he/she must be given access to his/her medical records (mentioned documents are obligatory stored in the Institution). Submission of medical records (for familiarization) to the patient may be restricted, if the information contained therein would harm the patient‘s health or endanger his/her life. The decision of not giving the patient a medical record is taken by the attending physician. The decision refusing to issue medical records to the patient and its motives are indicated in the medical documents.
9.5. Upon presentation of personal identification documents, at the patient‘s request, at his/her expense the Institution makes and issues copies of the patient‘s medical records as approved by the Institution, as well as provides descriptions of diagnosis and treatment. Copies of medical records are issued within 3 workdays from the submission of application.
9.6. Information about the patient by phone or e-mail, according to the requirements of legal acts of the Republic of Lithuania, is not provided.
9.7. Without the patient‘s consent confidential information in accordance with the procedure established by legal acts may be provided to state authorities, for which the laws of the Republic of Lithuania give the right to receive confidential information about the patient, as well as the Institution‘s civil liability insurance undertaking establishment, to persons, who directly deal with the complaint. Confidential information may be made available to such persons only upon written request, containing the ground for the request for confidential information, usage purposes and the extent of necessary information. In all cases the provision of confidential information must comply with the principles of reasonableness, fairness and protection of patient‘s rights as well as the principles of priority. Such information, while applying in writing, provides the management of the Institution.
9.8. Copies (or transcripts) of medical documents, required when referring the patient to other medical institutions for consultation and treatment in case of certain medical indications, as well as to the Disability and Working Capacity Assessment Office are issued free of charge.
9.9. In case the Institution does not have the requested information (has no medical records of the patient and the services provided to him/her), it notifies the applicant thereof in writing no later than 5 workdays after the date of the request for information and returns the service fee for the person.
10.1. Workplace safety, anti-fire and electrical safety requirements must be observed at the working place, the Law on Employees Occupational Safety and Health of the Republic of Lithuania as well as other legal acts, relating to the safety of works, provisions, requirements for job descriptions and the rules for carrying out procedures, other orders of the Director General should be followed.
10.2. Persons within the Institution‘s territory must follow the requirements of information, prohibition and other signs.
10.3. Patients and visitors must:
10.3.1. follow the instructions of the Institution‘s staff safe behavior, environmental and anti-fire safety issues;
10.3.2. noticing abnormal equipment functioning in the ward (increased noise, vibration, temperature elevation, appearance of specific smell and so on) or other factors, which endanger health or life, immediately inform about it the Institution‘s employees;
10.3.3. avoid actions that could endanger his/her and other surrounding persons‘ health or life;
10.3.4. take all precautions while walking on the surfaces that have recently been wet cleaned, or they contain spilled liquids as well as poured out substances.
10.4. In the Institution‘s premises and territory it is forbidden:
10.4.1. to use alcoholic beverages and tobacco products (to smoke);
10.4.2. to have with oneself a firearm or cold weapon;
10.4.3. to walk in (bring in) home pets;
10.4.4. without permission of the Institution to film premises and staff members, patients, to record conversations or otherwise compromise the privacy of employees and patients;
10.4.5. arbitrarily to enter or stay in office premises of the Institution;
10.4.6. to disturb public calmness and order.
10.5. Work safety in the Institution is the responsibility of the Safety Officer or other natural or legal person appointed by the Director General of the Institution.
11.1. If the patient wishes, prior to medical procedures, which may affect the patient‘s consciousness to a certain degree, the patient‘s articles made of precious metals, expensive prostheses and cash may be registered and deposited in the following order:
11.1.1. a list of valuables is drawn up in two copies;
11.1.2. each copy is signed by medical procedure performing physician or other health care specialist and the patient himself/herself;
11.1.3. one copy of the list keeps the patient, the other copy is placed in a special envelope;
11.1.4. the listed valuables are put in the envelope, which is sealed, stamped and deposited in a safe located in the Institution premises;
11.1.5. after medical procedures the envelope is returned to the patient, he/she opens the envelope in the presence of physician specialist and one more employee of the Institution staff, checks the valuables by the list and signs the list confirming that he/she regained the valuables;
11.1.6. the list signed by the patient is included in his/her treatment history and is kept therein.
11.2. The Institution does not assume liability for valuables and cash that are not deposited in the safe (above established order).
11.3. In case of a dispute concerning the storage and return of expensive items and money, the patient or his/her representative must immediately contact the management of the Institution.