Terms and Conditions

APPROVED
Executive Director of Kardiolita UAB Order No B-25-08 of 15 May 2025
INTERNAL RULES OF PROCEDURE OF UAB KARDIOLITA

1. GENERAL PROVISIONS
   • UAB "Kardiolita" (hereinafter - the Institution), institution code 126118245, is an institution providing outpatient, inpatient personal health care and laboratory diagnostic services, which in its activities is guided by the Constitution of the Republic of Lithuania, the Civil Code, Government Resolutions, the Health Care Institutions Act, the Patients' Rights Act and the Health Damage Compensation Act, and other laws of the Republic of Lithuania, the orders of the Minister of Health, and other legislation, the Institution's Articles of Association, and the following internal rules of procedure (hereinafter - Rules).
   • The Rules have been prepared in accordance with the requirements of Article 46 of the Law on Health Care Institutions of the Republic of Lithuania and lay down the general principles of the relationship between employees, patients and their representatives, as well as the standard of conduct
   • The institution shall engage only in those activities specified in its statutes and
   • The institution provides essential and scheduled, free (reimbursed by the budget of the Compulsory Health Insurance Fund (hereinafter - CHIF)) and paid personal healthcare
   • The staff of the institution shall have the right to deviate from these Rules if, in a particular case, formal compliance with these Rules would be contrary to the interests of the patient. Any deviation from these Rules shall be noted in the patient's medical record.
   • These rules must be observed by all employees of the institution, patients, their representatives and other persons on the territory or premises of the institution.
   • Ensuring patient safety is one of the institution's most important responsibilities to
   • When serving patients, the staff of the institution must comply with the provisions of the Lithuanian Code of Professional Ethics for Doctors, the Code of Professional Ethics for Nurses and other national and international codes of conduct, as well as with the provisions of the institution's Standard of Patient Service.
   • The rules are publicly available on the institution's website kardiolitosklinikos.lt, on the information board of the institution and are accessible to every patient of the institution.
   • Information on the list of laboratory tests carried out in the laboratory is available at kardiolitosklinikos.lt and in the Medical Nomenclature and Classification Management Information System (MNCMS) at www.medicinosnk.lt.
   • The premises may be monitored by CCTV cameras (only in areas marked with special signs).
   • Key terms used in the Rules:
     • Patient - a person, a client of the Institution, who uses the services provided by the Institution (hereinafter referred to as the Patient);
     • Patient's representative - The patient's legal representative (parent, adoptive parent, guardian, custodian) or a representative acting under a mandate. If the Patient is an adult and cannot be considered to have the capacity to act reasonably in his or her own interests and if he or she is neither under guardianship nor under guardianship, all the institution's duties towards the Patient shall be performed by a person authorised in writing by the Patient to act on his or her behalf. In the absence of such an authorised person, or if the authorised person has failed to take the necessary steps, the duties shall be owed to the Patient's spouse or civil partner, unless they refuse to do so, and in the absence of a spouse or civil partner, the duties shall be owed to the Patient's parent or child, unless they refuse to do so.
     • telehealth service (hereinafter referred to as "telemedicine service") - a method of providing a personal health care service whereby a personal health care service is provided to a Patient by means of a means of telecommunication (e.g. a computer, a telephone, etc.) in a video format or by telephone to the Doctor of the Establishment and the Patient at different locations at the same time (without the Patient having to physically come to the Establishment);

• direct contact service - a method of providing a personal healthcare service where the personal healthcare service is provided by a doctor of the establishment and the Patient together in the physical presence of the Establishment.
• All other terms used in the Regulations shall be understood as they are defined in the legal acts of the Republic of Lithuania regulating the provision of personal health care

• The Clinic ensures the availability of Lithuanian sign language translation services for the Patient, if required:
  • order Lithuanian sign language translation services for the Patient by email or telephone;
  • by means of distance communication - means of video and audio communication (including software, communication platforms, ) and/or other electronic communication technologies that can be used for the provision of Lithuanian Sign Language translation services when the service provider and the service recipient are in different locations at the same time;
  • enable the Patient to call a Lithuanian sign language interpreter;
  • if the Patient does not speak Lithuanian sign language, provide an opportunity to communicate with the Patient in writing.

2. OPENING HOURS
   • The opening hours of the institution are published on the institution's website kardiolitosklinikos.lt, on the information boards in the institution and in its departments and are available for inspection by every patient of the institution.
   • Opening hours of the management and functional units (administration):
     • Monday-Thursday: 00-17.00, lunch break 12.00-12.45;
     • Fridays: 00 - 15.45, lunch break 11.00 - 11.45;
     • closed at weekends and on public

3. PROCEDURES FOR REFERRING PATIENTS TO THE ESTABLISHMENT
   • To obtain information about the personal health care services provided by the Institution, their prices and availability, legal entities and individuals may contact the Institution's Customer Service Unit staff directly in writing (including e-mail) or verbally or by contacting the general telephone number +370 620 33383.
   • For emergency and urgent care:
     • Emergency and critical care Patients are treated on a first-come, first-served basis;
     • emergency and essential assistance is provided in accordance with the procedures laid down in the relevant legislation of the Republic of Lithuania;
     • no referral is required for emergency
   • Specialist doctors and other healthcare professionals (on request) consult patients during the hours scheduled in their work schedules.
   • Patients are registered during the working hours of the outpatient clinic by phone +370 620 33383, by registering themselves online or by coming to the clinic.
   • When a patient contacts the Facility by telephone, he/she shall be identified by his/her name, surname, date of birth, the last 4 digits of the personal identification number and contact details. In order to ensure the quality of health care services, telephone conversations are recorded when the Patient calls the telephone of the Institution and the Patient is informed of this by an automated message before the conversation starts. The Patient may object to the recording of the conversation, in which case the Patient must visit the Facility or register online.

• Upon arrival, the Patient must have an ID card, passport or other personal identity document (birth certificate of a child, passport of a foreign citizen or equivalent travel document, residence permit in the Republic of Lithuania), electronically or in writing, issued by the Medical Records Extract/Referral (form No. E027 or 027/a, hereinafter referred to as the "Referral"). The referral is not obligatory for a Patient applying for a paid service
• The personal healthcare services shall be started upon the Patient's presentation of a document confirming the identity of the Patient, if the Patient is represented by the Patient's representative - the Patient's representative's document confirming the identity of the Patient's representative, the documents confirming the grounds for representation and the Patient's identity document shall be presented.
• The staff of the Customer Service Unit of the Institution shall provide the Patient with information about the specialists and other health care professionals working in the Institution, their qualifications, work schedule, types of services and prices, upon request during the
• Persons insured with state health insurance in other countries of the European Union, the European Economic Area and the Swiss Confederation must present a European Health Insurance Card (EHIC), an EHIC replacement certificate or a Structured Electronic Document (SED) S045 to prove their insurance status, which entitles them to receive essential medical care and the necessary reimbursable medicines and medical aids; a DA1 (either a certificate in form E123 or SED DA002), which entitles the holder to receive essential medical services, necessary reimbursable medicines and medical aids as a result of an accident at work or an exacerbation of an occupational disease; document S2 (or certificate form E112 or SED S010), which entitles the person to receive the planned reimbursable services and reimbursable medicines and medical aids referred to in this document; document S3 (or SED S008), which entitles the person to continue the treatment started in Lithuania, the costs of which are covered by the PSDF budget.
• The Patient shall be reminded in advance of the scheduled visit or the time of provision of the NHS service either by SMS, telephone call or email (if the Patient has provided his/her contact telephone number and/or email address).
• The patient must arrive at the outpatient clinic of the institution 10 minutes before the scheduled appointment time, unless he/she has been informed in advance of his/her arrival Patients who are more than 15 minutes late may not be admitted.
• If, due to important circumstances, the doctor attends to a Patient for a longer period of time than the time allocated for that Patient, other Patients shall be admitted at a later time than the time indicated in the registration. The aim shall be to see a Patient who has made an appointment no later than 15 minutes after the time specified in the The Patient shall be informed verbally by the Customer Service staff of the doctor's delay.
• If the Patient has been allocated a specific time for admission or for the provision of the NHS service and the Institution wishes to change it on its own initiative, the new admission time shall be agreed with the Patient. The new time shall be notified at least 12 hours before the start of the scheduled visit. The above-mentioned period of notice may be waived in cases of illness, emergency or urgent care, surgery longer than planned, equipment failure, etc.
• If the Patient is unable to attend the Facility at the appointed time or to commence the NHS service at the appointed time, the Patient must notify the Customer Service Centre by telephone or in person at least 24 hours in advance of the appointed time and arrange (if they wish) another appointment time.

• NSP services may be provided in the Institution in accordance with the procedure established by the legislation of the Republic of Lithuania.
• NHS services shall only be provided to Patients or their representatives who consent to receive them and are identified in accordance with the procedure set out in Section 3.5 of the Rules. The Patient may confirm his/her consent to the provision of NHS services in writing or orally (if the conversation is recorded), and the Patient's choice shall also be noted in the information system of the institution.
• The patient wishing to receive the NHS service shall register himself/herself through the electronic registration of the institution, available on the institution's website kardiolitosklinikos.lt.
• The NSP service is not provided and the Patient is registered for the direct contact service if:
  • the veracity of the health data provided by the Patient or his/her representative cannot be verified;
  • the requested service is not an NSP service;
  • a specialist doctor cannot assess the Patient's health condition without an examination;
  • The patient is treated in a hospital or rehabilitation facility;
  • requesting the prescription of medicines or medical aids that the Patient has not previously taken, and similar situations.
• The following checklist questions must be given to the Patient before the NHS service is started:
  • Patient's name, basis of representation (in the case of Patient Representation);
  • Patient's date of birth and the last 4 digits of the ID number;
  • The patient's home address known to the Institution
  • details of the Patient's last visit (e.g. name of doctor, date, reason);
  • the right to ask the Patient additional follow-up questions if, in a particular case, there are suspicions about the Patient's behaviour, the veracity of the information provided,
• The doctor shall check the information received from the Patient against the data contained in the information system of the Institution and thus assess the accuracy of the data If the patient answers at least 3 control questions correctly, the NHS service is started. In case the Patient answers less than 3 questions, the NHS service is not started. In these cases, the Patient shall be informed that the NHS service cannot be provided because all Patient identification requirements have not been met.
• In the event that there is insufficient data on the Patient's health status and it is not possible to assess it remotely without examination or additional tests, , the provision of the NHS service shall be terminated. In such cases, the Patient shall be informed of the reasons for termination.
• The Patient or his/her representative shall assume responsibility for the accuracy of the Patient's identification data and the data on the Patient's state of health provided by means of information and communication technologies.
• When contacting the hospital of the Institution, the contract for the provision of personal health care services and related documents (consents, etc.) shall be prepared, and all necessary consultations and examinations shall be booked in advance, which may be adjusted upon the arrival of the Patient, if necessary. The examination and treatment tactics and treatment plan shall be scheduled on arrival. If necessary (for Patients arriving from abroad), additional services (visas, airport transfers, translation of documents, etc.) are arranged by a designated staff member of the Institution.
• Patients are not admitted to the hospital without their consent or the consent of their
• No consent is required from the patient or their representatives:
  • where the person's life is at risk and he or she is therefore unable to give consent;
  • when the life of a minor or incapacitated person is at risk and his or her representatives cannot be found quickly;
  • in other cases provided for by the laws of the Republic of
• Once all the procedures for registration have been completed, a nurse or a nurse's assistant is called in to receive the documentation prepared by the inpatient and escort the patient to the
• On arrival at the ward, the responsible staff member of the institution shall acquaint the patient with the Rules, ward equipment and other relevant The patient shall familiarise himself with the documents (consents, etc.) and forms approved by the establishment and shall complete and sign them.
• When providing and receiving information, services or communicating with each other, the staff of the Institution and the Patients and persons accompanying them shall behave in a businesslike and respectful manner towards the addressee and other persons. In implementing the requirements set out in this paragraph, the staff of the Institution shall be obliged to answer questions of Patients or accompanying persons in a businesslike manner, in detail and within the limits of their competence, provide them with the information and data in accordance with the requirements set out in these Rules, indicate where the Patient or accompanying person can obtain the information and data he or she needs, if an employee of the Institution is not competent to provide it, help the Patient or accompanying person to fill out the necessary documents for the provision of services of the Institution, and by the means available at the Institution to ensure the comfort of the Patient and accompanying person. In implementing the requirements set out in this paragraph, the staff of the Institution and the Patients and their accompanying persons shall not communicate with each other:
  • use non-normative language;
  • refer to the speaker in a familiar or insulting way;
  • threaten;
  • speak with a clear voice;
  • use any arguments or comparisons that discriminate against any person;
  • failing to comply with hygiene
• Violation of the requirements set out in point 3.28 of these Rules by the Patient or the person accompanying the Patient shall be grounds for the staff of the Institution to suspend the provision of services or to refuse to provide any services to the Patient, provided that it does not endanger the Patient's life or health.
• Before exercising the right to suspend or refuse to provide services to a Patient as set out in point 3.29 of these Rules, the staff of the Institution shall warn the Patient or the person accompanying the Patient of his/her obligation to comply with the prohibitions set out in point 28 of these Rules, and shall inform the Client of the Institution or the Patient of the fact that, in the event of a repeated breach of the Rules by the Client or the Patient of the requirements set forth herein, the Institution's staff shall suspend or refuse to provide services to him/her or shall discontinue the provision of the services commenced.
• If the staff of the Institution, on the basis of paragraph 3.28 of these Rules, in accordance with the procedure set out in paragraph 30 of these Rules, has warned the Patient or the person accompanying him/her, suspended or refused to provide or terminated the provision of services, the staff of the Institution shall be obliged to record this in the Patient's medical records.
• Termination or refusal to provide services on the grounds and in accordance with the procedure set out in Clauses 28 - 3.31 of these Rules shall be based on a breach of the obligations set out in Clause 3.28 of these Rules by the Patient or the person accompanying the Patient, which makes it impossible for the Institution to provide services to the Patient. Therefore, the money paid by the Patient or the person accompanying the Patient for the services rendered shall not be refunded to the Patient.
• If the provision of services to a Patient has been suspended by the staff of the Institution on the basis of paragraph 28 of these Rules, in accordance with the procedure set out in paragraph

3.30 of these Rules, the staff of the Institution shall resume the provision of those services only after the Patient or the person accompanying him/her has signed a written undertaking to comply with the requirements and prohibitions set out in paragraph 3.28 of these Rules.

• In the event of non-compliance with point 3.28 of these Rules by the staff of the institution, the Patient or the person accompanying him/her shall have the right to be attended immediately by another member of the staff of the institution or a specialist.

4. THE NOMENCLATURE AND RANGE OF FREE AND CHARGEABLE SERVICES AND THE PROCEDURES FOR THEIR PROVISION
   • The personal health care services for which the Institution is licensed are specified by the State Service for Accreditation of Health Care Activities under the Ministry of Health (hereinafter referred to as the "SACHSA") on 19 August 2003. The licence No 2622 issued to the Institution, which is available on the website of the State Accreditation Service for Personal Health Care.
   • Free personal health care services (except for emergency services) are provided only after verification that the person is covered by compulsory health insurance.

• Free of charge:
  • emergency medical assistance, in accordance with the procedures laid down in the relevant legislation of the Republic of Lithuania;
  • planned outpatient and inpatient personal healthcare services specified in the contract with the territorial health insurance fund for Lithuanian residents covered by health insurance. Information on specific services (their range), their provision procedure, queues, etc. is provided by the Customer Service Unit staff, in addition, in accordance with the procedure established by the relevant legislation of the Republic of Lithuania, it is publicly available on the Institution's web site.
• Planned services are provided free of charge only for the underlying disease (for which the Patient was referred for outpatient consultation or hospitalised), in accordance with the contract with the Territorial Patient Fund for the payment of the services, using the funds of the PSDF
• When the Institution has exhausted the funds (the limit of funds) provided for in the contract with the Territorial Patient Fund, the Customer Service Unit staff shall inform the requesting Patients that it is temporarily unable to provide certain scheduled treatment services free of
• For a fee:
  • all personal health care services listed in the price list of the institution, except for the services listed in point 5.3 of the Rules;
  • all personal health care services listed in the price list of the institution, when the Patient is not insured by compulsory health insurance or applies without a referral;
  • personal healthcare services that the Patient requests at his/her own discretion (without an appropriate Referral);

• personal healthcare services for foreign nationals, except for the cases provided for in point 3.9 of the Rules;
• The patient wishes to receive a personal healthcare service out of turn and has been informed in writing of his/her right and the possibility to receive it free of charge in turn;
• personal healthcare services provided without disclosing the identity of the person, except for the exceptions set out in the legislation of the Republic of Lithuania;
• additional non-personal healthcare services (higher standard services) in the hospital of the institution.

• Patients insured by compulsory health insurance, where the basic price for personal health care services is reimbursed by the PSDF budget, shall pay the difference between the actual prices of these services, materials, procedures and the basic prices of free services, materials, procedures for the services, materials, procedures that they have chosen on their own initiative (by signing a signed statement of consent forms approved at the institution).
• Paid services shall be provided in accordance with the procedures approved by the Director, and payments shall be accepted at the cash desk of the In all cases, after payment has been made, the Patient shall be provided with a cash receipt and (if applicable) an invoice.
• The price list of paid services is published on the website of the Institution and/or information on prices is provided by the staff of the Customer Service Unit of the Institution (by phone or by visiting the Institution).

5. PATIENTS' RIGHTS AND RESPONSIBILITIES IN THE INSTITUTION
   • Patients' rights:
     • Patients have the right to participate in decisions about the personal healthcare services they need and to receive quality personal healthcare services.
     • The patient has the right to be cared for in conditions that respect his or her dignity and honour, and to be treated with respect by the healthcare professionals of the institution.
     • A patient's rights cannot be restricted on the basis of his or her sex, age, race, nationality, language, origin, social status, religion, beliefs or opinions.
     • Patients have the right to be treated in a way that treats their illness, treatment and care with respect.
     • Patients must be provided with science-based painkillers so that they do not suffer from their own health problems.
     • The patient must be informed of the name, title and professional qualifications of the doctor and nursing staff treating him or her.
     • The patient has the right to receive information about the services provided by the institution, their prices and access to them.
     • The patient shall be informed of the Rules and Procedures in relation to his/her stay in the Facility.
     • Personal healthcare services can only be provided to a patient with his/her consent/expression of will.
     • Patients may only be involved in biomedical research with their consent/expression of will.
     • the doctor assesses the Patient's health status during the Patient's visit and sets out a care plan (including the goals and expected outcomes of care), and the doctor or a member of the doctor's team informs the Patient in a way that is easy to understand. The care plan shall be agreed with the Patient, taking into account the Patient's health care goals (clinical and health promotion). The Patient confirms his/her agreement to the plan by a letter of consent/expression of intent;

• the Patient's informed consent to undergo the specific surgery, invasive and/or interventional procedure must be obtained before the Patient undergoes the surgery, invasive and/or interventional procedure. The purpose of the procedure/operation, how to prepare for the procedure/operation, how the procedure/operation is performed, and possible side effects of the procedure/operation shall be explained to the Check that the patient has understood exactly what the purpose of the procedure/operation is and how it will be performed. Such consent shall be given in writing, unless the integrity of the tissues and/or organs is not compromised by the invasive and/or interventional procedure and the procedure is likely to cause only minor adverse temporary effects on the health of the Patient;
• third party representatives (family members, guardians, translators, healthcare professionals involved in the learning process at the Institution, ) may participate in the provision of personal healthcare services (including intimate examinations, such as genital, breast, anal, etc.) to the Patient only with the Patient's consent/expression of will;
• The patient has the right to information about his or her state of health, the diagnosis of his or her illness, the results of a medical examination, the methods of treatment and the prognosis for treatment;
• The patient has the right to know the opinion of another medical specialist about his/her condition and the proposed treatment;
• The information must be provided in a form that the patient can understand, with explanations of specific medical When informing the patient about the treatment, the medical practitioner shall explain the course of treatment, the possible results of the treatment, possible alternative methods of treatment and other circumstances that may influence the patient's decision to accept or refuse the proposed treatment, as well as the consequences of refusing the proposed treatment;
• The patient has the right to refuse a specific treatment and/or procedure and to seek a second clinical opinion, and the Patient's choice is respected by the medical team at the facility;
• the information must not be provided to the patient against his or her will. The Patient shall expressly refuse to receive information about his/her health and shall sign it;

• All personal healthcare services provided to a patient aged 16 years and over in the Institution shall be provided only with the consent of the patient, except in the case of emergency services, where the patient is unable to express his/her own will;
• for a minor Patient under the age of 16, all personal healthcare services in the Institution shall be provided only with the consent of his/her representatives, except in the case of emergency medical services. In all cases, health professionals shall select the diagnostic and therapeutic methods that are in the best interests of the minor, taking into account, in particular, the will of the minor and that of his or her In the event of disagreement between a patient under 16 years of age and his/her representatives, the choice of diagnostic and therapeutic methods shall be made by a consortium of doctors, taking into account the interests of the minor;
• minor A patient under 16 years of age who, in the reasonable opinion of a medical specialist expressed in medical documents, is capable of correctly assessing his/her own state of health, has the right to independently apply for and decide on the provision of the healthcare services he/she needs, except in cases provided for by the laws of the Republic of Lithuania;
• A patient may not be treated or receive any other health care or nursing care

 

against his or her will, unless otherwise provided by the laws of the Republic of Lithuania;

• where healthcare is to be provided to a Patient aged 16 years or over who cannot be considered to be capable of making a reasonable assessment of his/her own interests, and the persons referred to in the Law on Patients' Rights and Compensation for Damage to Health are not available or have refused to act as representatives or it is not possible to communicate with them as soon as necessary or to obtain their informed consent in a timely manner, the decision on the choice of the personal healthcare services to be provided to the Patient and the extent of the personal healthcare services and the choice of the alternative to be provided to him/her shall be made by a medical practitioner or, if appropriate, by the consortium of doctors, exclusively on the basis of the best interest of the Patient. The decision to form a consortium shall be justified by the doctor in the Patient's medical records;
• in the case of a minor Patient under the age of 16 years, whose parents are avoiding the functions of a legal representative and for whom temporary guardianship or custody has not been established, where the minor Patient's parents (adoptive parents) disagree with each other on the extent of the provision of personal health care services, the decisions on the extent of the provision of personal health care services and the choice of an alternative to such services shall be made by a specialist doctor and, where necessary, by a consortium of doctors, solely on the basis of the interests of the Patient;
• A Patient declared incapacitated by the court is represented by a legal guardian;
• information on the state of health of a patient who cannot be considered to have the capacity to make a reasonable assessment of his/her own interests shall be provided to the patient's spouse (cohabitant), the patient's parents (adoptive parents) and the patient's adult children at their request.;
• Patients aged at least 16 years old who are suffering from a list of diseases established by the Government or an authority authorised by the Government have the right to access personal health care services without revealing their identity;
• The specifics of the treatment of a mentally ill patient who is unable to correctly assess his or her health are set out in the Mental Health Care Act;
• Specialist doctors and nursing staff must respect the privacy of the Patient: the Patient has the right to confidentiality of information about his/her health condition (except in the cases provided for in the legislation of the Republic of Lithuania);
• The patient's private life is Information about the facts of the Patient's life may only be collected with the Patient's consent and if it is necessary for the diagnosis, treatment or care of the Patient;
• if the Patient's continued stay in the Facility is not medically justified, the Patient or, in the cases provided for in this and other laws, his/her representative, shall be given a detailed explanation of the rationale for such a decision and the continuity of further care before being discharged from the Health Care Facility to his/her own home or referred to another Health Care Facility;

• The patient has the right to contact the management of the Institution in writing, by e-mail, by telephone, as referred to in point 3.1., as well as by leaving feedback atkokybe@meliva.lt on any disputable issues;
• Patients have the right to compensation for damage caused by a breach of their rights in the provision of personal healthcare services;
• all necessary information is provided (available) to the Patient during his/her stay in the Institution. The information shall be published on the website of the Institution, provided in the Customer Service Unit, in the polyclinic and in the hospital;
• The patient has the right to contact the institution with a request for information on whether the institution processes his/her personal data and, if so, to have access to the personal data processed;

• The patient shall have the right to apply to the Institution with a request to correct his/her personal data and/or to suspend the processing of such personal data, except for the storage of such data, in the event that, after consulting the personal data, it is established that the data are incorrect, incomplete or inaccurate;
• The Patient shall have the right to apply to the Institution for the erasure of his/her personal data (or the restriction of their processing) which are processed only with his/her consent, if the Patient withdraws the relevant consent. This right does not apply if the personal data for which erasure is requested is also processed on another legal basis;
• The patient has the right to receive the personal data provided by him or her and processed on the basis of his or her consent or in performance of a contract, in writing or in a commonly used electronic form, and, where possible, to transmit such data to another service provider (data portability);
• The patient has the right to object to the processing of his/her personal data where the processing of personal data is based on legitimate interests, including profiling for direct marketing purposes;
• The patient has the right to withdraw his/her consent to the processing of personal data for the purpose of direct marketing at any time;
• The patient has the right to address data protection issues directly to the Institution by submitting a written request in person, by post, through a representative or by electronic means (general Institution e-mail), orally (general Institution telephone) or by contacting the Institution's Data Protection Officer directly by e-mail: duomenuapsauga@meliva.ltPatients' requests concerning the rights of the data subject shall be dealt with free of charge by the Agency. The request may be refused or charged an appropriate fee if the request is manifestly unfounded or disproportionate, as well as in other cases provided for in the regulatory acts. More detailed information on the rights available to patients as data subjects and their implementation in the Institution is provided in the Privacy Policy, published on the website kardiolitosklinikos.lt, as well as in the Procedure for the Administration of Data Subject Requests.
• The patient has the right to contact the State Data Protection Inspectorate in the event of failure to resolve data protection issues with the Institution.

• Patient responsibilities:
  • Patients cannot claim privileges on the basis of their sex, race, nationality, language, origin, social status, religion, beliefs or opinions;
  • The patient shall be obliged to familiarize himself/herself with the internal rules of procedure of the Institution, other documents established by the Institution and to fulfil the obligations specified therein;
  • The patient is obliged to take care of his/her health, to exercise his/her rights in good faith, not to abuse them, and to cooperate with the staff of the institution;
  • The Patient shall, to the best of his/her ability, provide healthcare professionals with information about his/her health, illnesses, surgeries, medications taken and being taken, allergic reactions, genetic inheritance, and any other data known to the Patient that is necessary for the proper provision of the personal healthcare services;
  • The patient, having received information about the personal healthcare services to be provided to him/her, shall, in the cases established by the laws of the Republic of Lithuania, confirm his/her consent or refusal to the provision of these personal healthcare services in writing or by electronic signature;
  • The patient must comply with the prescriptions and recommendations of healthcare professionals or refuse the personal healthcare services prescribed. The patient must inform the healthcare professionals of any deviations from the prescriptions or regimen for which he/she has given consent;

• The patient is obliged to treat all staff and other patients with respect and dignity;
• A patient who breaches his/her duties, thereby endangering his/her own and other patients' health and life, or interferes with their access to quality personal health care services, may have his/her personal health care services terminated, unless this would endanger the patient's life;
• cooperate with, prescribe and follow the prescriptions and recommendations of the healthcare professional who prescribes or provides personal healthcare services;
• pay on time for the services paid for, in accordance with the rates then in force in the Institution;
• comply with personal hygiene requirements as far as health conditions allow;
• to treat the equipment and inventory of the Institution properly and to respect the property of the Institution;
• To film, photograph the premises and staff, patients or otherwise violate their privacy in the premises and territory of the institution without the permission obtained in accordance with the established procedure;
• Patients and visitors to the hospital shall be liable for damages caused to the Institution or its employees in accordance with the procedure established by the laws of the Republic of Lithuania.

6. PROCEDURES FOR VISITING, DISCHARGING AND TRANSFERRING PATIENTS TO OTHER PERSONAL HEALTH CARE FACILITIES

• Visitors who are drunk or otherwise intoxicated or aggressive will not be admitted to the
• Persons with acute infectious communicable diseases are not allowed to visit
• Patients may be visited in the hospital during the opening hours of the institution. At other times, patients may be visited only with the permission of the attending specialist or the doctor on
• Persons visiting patients in outer clothing (coats, jackets) are not allowed in the hospital. Clothes are left in the wardrobe in the The Institution shall not be responsible for valuables left in outer clothing.
• Due to the specific nature of the activity, patients may be restricted, other visiting procedures may be established, and visitors must comply with specific staff requirements regarding footwear, clothing, and the use of disinfectants. Visitors must follow the reasonable instructions of the staff.
• A patient who cannot be considered to be capable of exercising reasonable judgement in his/her own interests, with the consent of the doctor(s) responsible for the patient, without prejudice to the rights granted to other persons, shall be entitled to be visited by the patient's spouse (spouse), the patient's parent(s) (adoptive parent(s)) and the patient's adult children at their request. The person requesting to visit the Patient shall additionally present his/her identity document and indicate his/her relationship to the Patient (spouse/cohabitant, parents/parents, adult children).
• Visitors are not allowed on the ward during doctors' visits and procedures performed on the ward, unless the assistance of the person caring for the Patient is required.
• Visitors are obliged to observe order, respect the rights and privacy of other
• In the event of an epidemic or other emergency, the management of the Institution may restrict or prohibit the attendance of Patients by giving public notice.
• Visitors are not allowed to bring alcoholic beverages, smokes, narcotic, psychotropic and other psychoactive and prohibited substances, non-recommended foodstuffs and medicines to the
• Food handed over to patients must be fresh, well and neatly packaged, and staff must be informed of perishable products.
• Visitors may be warned for violations of the Patient Visiting Procedure and, if they do not comply with the warning, they may be asked to leave the premises or the territory of the
• Patients are discharged from the facility:
  • following completion of the investigation and treatment plan;
  • continue treatment as an outpatient;
  • continuing treatment to restore or rehabilitate your health;
  • transfer to another medical facility for treatment;
  • for serious breaches of the Rules by leaving the hospital voluntarily, subject to the requirements of the relevant legislation of the Republic of Lithuania;
  • At the patient's request, even though the tests and treatment have not been completed. The Patient shall record his/her request in the medical record and sign it, and the attending physician or on-call physician shall be responsible for presenting the medical record to the Patient to record the request;
  • in other cases established by the relevant legislation of the Republic of
• If the Patient's continued stay in the Facility is not medically justified, the Patient or his/her representative must be given a full explanation of the rationale for the decision and the continuity of care before being discharged home or sent to another healthcare facility. Upon receipt of such information, the Patient or his/her representative shall acknowledge it by When a Patient who, at the time of his/her hospitalisation, cannot be considered to be capable of making a reasonable judgement about his/her own interests is discharged from, or sent to, another healthcare institution, the information referred to in this paragraph shall be provided to the Patient's representative, provided that he/she is named in the Patient's medical records by a signed declaration or that the Patient's representative has provided the Institution with a document confirming his/her representation in accordance with the requirements laid down in the law. The Patient or the Patient's representative shall certify the receipt of the information by signing the relevant documents of the Institution.
• If the patient's medical condition, in the opinion of the attending specialist, requires intensive additional treatment, the patient may be referred to other personal health care institutions, after the Patient's transfer has been coordinated with the institution, and after the Patient's Referral has been issued and the patient has been informed.
• If the patient's medical condition does not require intensive additional treatment in the opinion of the treating specialist, he or she is referred for outpatient treatment at home according to an agreed treatment and care plan.
• When a patient is discharged, all the medical records needed for the specific case are prepared and given to the The documents may be provided to the Patient at home or, with the Patient's consent, sent by e-mail, with technical encryption of the information to ensure the security of personal data.
• In the event of the death of a patient, the staff of the Institution shall follow the Institution's approved procedure for the management and handling of patient deaths.

7. PROCEDURES FOR RESOLVING DISPUTES AND CONFLICTS BETWEEN THE INSTITUTION AND PATIENTS

• The patient shall have the right to lodge a complaint with the institution if he/she considers that his/her rights have been violated, at the latest within one year from the date on which he/she becomes aware that his/her rights have been violated, and at the latest within three years from the date of the violation of rights, unless the violation of his/her rights has resulted in damage. In order to obtain compensation for the damage, the Patient shall, in accordance with the procedure set out in the Law of the Republic of Lithuania on Patients' Rights and Compensation for Damage to Health , not later than within 3 years from the day on which he/she has become aware or should have become aware of the damage, in accordance with the procedure set out in the outline of the procedure of the compensation for the material and non-material damage resulting from the damage to the Patient's health, approved by the Government, apply to the Patient's Commission for the determination of the damage to the Patient's health, functioning under the Ministry of Health.

• Complaints may be submitted directly (by coming to the Institution), remotely (by registered post, by courier, by e-mail, or by any other means of electronic communication that makes it possible to identify the person making the complaint). The complaint shall specify the rights of the Patient which he/she considers to have been violated by the Institution, the circumstances justifying the violation, and the Patient's demands for the elimination of the violation. The complaint must be accompanied by documentation (if available) that supports the circumstances and substantiates the claims made in the complaint. If the complaint is submitted by a representative of the Patient, it shall also be accompanied by a document attesting the
• If the complaint is not accompanied by all, improperly executed documents, which must be submitted with the complaint, and (or) they and (or) the complaint contained incomplete and (or) inaccurate information, the Institution shall, no later than within 3 working days from the date of receipt of the complaint in the Institution, indicate to the complainant the deficiencies identified and inform that within 30 days from the date of informing the complainant about the deficiencies, if the complaint has not been corrected the complaint shall not be considered, and that in such a case, the Patient shall have the right to submit a complaint to the Institution again.
• Complaints shall not be examined and shall be returned to the person who lodged them, stating the reasons for the return in the following cases:
  • the complaint is not accompanied by all the documents required to be submitted with the complaint, are not properly formatted and/or do not contain complete and/or accurate information, and the complainant has not complied with a request to rectify the deficiencies within the time limit set;
  • the complaint is
• The patient has the right to address a complaint to the SACPVT for the protection of his/her violated rights related to the accessibility and quality of personal healthcare services, and to the State Patients' Fund under the Ministry of Health for the protection of his/her violated rights related to the issues of compulsory health insurance. For the protection of his/her violated rights related to the compliance of personal healthcare services with bioethical requirements, he/she may apply to the Lithuanian Bioethics Committee. The Patient shall have the right to apply to the above- mentioned institutions only if he/she disagrees with the decision of the institution where he/she considers that his/her rights have been violated, adopted after the examination of his/her complaint, or if his/her complaint is not accepted for examination by the personal health care
• The institution shall, upon receipt of the patient's complaint, investigate it and inform the patient in writing of the outcome of the investigation within 20 working days at the latest.
• Patient surveys are carried out periodically, and the patient may also express his/her opinion on the institution's website or by e-mailkokybe@meliva.lt .
• The Institution shall adopt a Complaints Procedure detailing the provisions of the Dispute and Conflict Resolution Procedure between the Institution and the Patients as set out in the above Rules.

• Complaints, statements or other observations received without the applicant's personal data shall be investigated according to the relevance of the facts stated. The decision whether or not to investigate shall be taken by the Head of Quality of the establishment. Replies to such complaints (depending on the circumstances) may not be provided to anyone.

8. PROCEDURES FOR PROVIDING INFORMATION TO PATIENTS AND THEIR RELATIVES ABOUT THEIR HEALTH STATUS A

• All information about the Patient's stay in the Institution, medical condition, diagnosis, prognosis and treatment, as well as all other information of a personal nature about the Patient shall be considered confidential.
• The Patient, upon presentation of identity documents, shall have the right to be informed about his/her state of health, the diagnosis of the disease, other methods of treatment or examination applied in the institution or known to the doctor, possible risks, complications, side effects, prognosis of the treatment, and other circumstances that may influence the Patient's decision to accept or refuse the proposed treatment, as well as about the consequences of the refusal of the proposed treatment, the information shall be provided to the Patient in a manner that is appropriate to the Patient's age and state of health, and in a form which is comprehensible to him/her and which is clear and which is accompanied by explanations of special medical
• Information about the Patient's state of health, the diagnosis of the disease, other methods of treatment or examination applied in the healthcare institution or known to the doctor, possible risks, complications, side effects, prognosis of the treatment may not be provided to the Patient against his/her will. The Patient must expressly refuse to receive the information and confirm it by
• Confidential information may be disclosed to other persons only with the written consent of the Patient, stating the basis for the disclosure and the purposes for which it is to be used, unless the Patient has indicated in the medical records in a signed statement which specific person is entitled to receive the information and the scope and timing of the disclosure of such information. The Patient shall have the right to specify the persons to whom confidential information may not be
• Confidential information may be disclosed to persons directly involved in the treatment or care of the Patient and in the examination of the Patient's health, without the Patient's consent, in the cases and to the extent necessary to protect the Patient's interests. Where the Patient is considered to be incapable of making a reasonable assessment of his/her own interests and his/her consent is lacking, confidential information may be disclosed to the Patient's representative, spouse/partner, parent(s)/parent(s), or adult child(ren) to the extent that is necessary to protect the Patient's best interests.
• Information on the state of health of a Patient who cannot be considered to have the capacity to make a reasonable assessment of his/her own interests shall be provided to the Patient's spouse (cohabitant), the Patient's parents (adoptive parents) and the Patient's adult children at their
• Information about the patient is not provided over the phone, in accordance with the requirements of Lithuanian legislation.
• Information shall be provided in a form that the Patient and/or the persons named in the statement can understand about the Patient's state of health, the diagnosis of the disease, the medical examination data, the possible treatments and results, the prognosis of the treatment, and the consequences of refusing the proposed treatment.
• The medical records of a minor Patient under the age of 16 shall be accessible to his/her representatives. The doctor shall be guided by the best interests of the minor when providing
• Information about the condition of patients undergoing treatment can be provided by the attending specialists, heads of hospital departments and doctors on duty.
• After the Patient's death, the right to receive information about the Patient's stay in the institution, treatment, state of health, diagnosis, prognosis and treatment, as well as any other information of a personal nature about the Patient, is vested in the heirs according to the will and the law (spouse/partner, parents, children).

9. PROCEDURES FOR MAKING COPIES OF MEDICAL RECORDS, OUTPATIENT CHARTS AND OTHER DOCUMENTS, AND FOR ISSUING THEM TO THE PATIENT OR TO OTHER NATURAL AND LEGAL PERSONS

• Persons entitled to receive written information about the patient (copies of medical documents) on the grounds and in accordance with the procedure established by the legislation shall submit a written request (signed in writing or electronically) and the Patient's written consent (signed in writing or electronically) to the Institution. The request must specify the nature of the information sought and the purpose of its use.
• A patient who submits a request to the Institution for the provision of written information (transcripts) must provide proof of Where such a request is sent by post or courier, it must be accompanied by a copy of the applicant's identity document certified by a notary public or a lawyer representing the Patient. The patient's representative shall provide proof of his/her identity and representation when requesting written information.
• Medical records are the records of the Institution and are kept in the Institution or its
• Patients must be given access to their medical records at their request (these documents must be kept on file at the Institution). The provision of medical records to the Patient may be restricted if the information contained therein would harm the Patient's health or endanger his/her life. The decision not to release medical records to the Patient shall be made by the attending physician. The decision to withhold medical records and the reasons for it shall be noted in the medical records.
• Patients can access their medical records at any time, free of charge, by logging in to the Electronic Health Services and Collaborative Infrastructure Information System (ESPBI IS).
• At the patient's request, upon presentation of identity documents, the Institution shall, at the patient's expense, prepare and issue copies of the patient's medical documents, certified by the Institution, as well as copies of the diagnosis and treatment descriptions. Copies of medical records shall be issued within 3 working days of the request, and diagnoses and treatment notes within 10 working days of the request.
• Confidential information shall not be disclosed without the patient's consent in accordance with the procedures laid down by law:
  • healthcare facilities where the Patient is or has been receiving treatment, care, medical assessment or registration for healthcare services,
  • the authorities that control the provision of healthcare;
  • for the incapacity review commissions to carry out their functions;
  • the court, the public prosecutor's office, pre-trial investigation bodies, the State Child Rights Protection and Adoption Service under the Ministry of Social Security and Labour, and other institutions which are entitled to do so by the laws of the Republic of Lithuania.
  • Confidential information may be provided to such persons only upon their written request, specifying the grounds for the request, the purposes for which it is to be used and the extent of the information required. In all cases, the provision of confidential information shall be in accordance with the principles of reasonableness, fairness and the priority of the protection of the rights and interests of the patient. Such information shall be provided by the management of the Institution upon written request.

• Copies (or copies) of medical documents needed for consultations and, for certain medical indications, for treatment in other medical institutions, are free of charge to the Invalidity and Disability Determination Service.
• In the event that the Institution does not have the requested written information (does not have medical documents about the Patient and the services provided to him/her), it shall inform the applicant in writing no later than within 5 working days from the date of receipt of the request for information and shall refund the payment for the service.

10. THE PROVISIONS OF LAWS, REGULATIONS AND NORMATIVE DOCUMENTS GOVERNING OCCUPATIONAL SAFETY
    • At the workplace, it is obligatory to comply with the requirements of occupational safety, fire safety and electrical safety, to comply with the provisions of the Law of the Republic of Lithuania on Occupational Safety and Health and other legal acts related to occupational safety, the requirements of the official instructions and the rules of procedures, and any other orders issued by the Director of the Institution.
    • Persons on the premises of the establishment must comply with the requirements of information, prohibition and other signs.
    • Patients and visitors must:
      • to carry out the instructions of the staff of the Institution in matters of safe behaviour, environmental protection and fire safety;
      • immediately inform the staff of the institution if they notice abnormal operation of the equipment in the ward (increased noise, vibration, temperature rise, specific smell, etc.) or any other factors endangering health or life;
      • avoid actions that could endanger his/her health or life or that of others around him/her;
      • take every precaution when moving on surfaces that have recently been wet- cleaned, or that have spillages or splashes on them.
    • The following is prohibited on the premises and on the grounds of the establishment:
      • use of alcoholic beverages and tobacco products (smoking);
      • carry a firearm or cold weapon;
      • Adopting/bringing in pets;
      • without the permission of the Institution, to film, photograph the premises, staff and Patients, record conversations or otherwise violate the privacy of staff and Patients;
      • to enter or visit the premises of the Institution in an unauthorised manner;
      • disturb public peace and
    • The occupational safety officer or other natural or legal person designated by the director of the institution shall be responsible for occupational safety in the institution.
11. PROCEDURES FOR RECORDING AND STORING PRECIOUS METAL ARTICLES, PRECIOUS PROSTHESES AND MONEY HELD BY THE PATIENT
    • If the Patient wishes, precious metal articles, expensive prostheses and money in the Patient's possession may be recorded and stored in the following order prior to examinations in which the Patient is unconscious:

• a list of valuables in duplicate;
• each copy is signed by the doctor or other healthcare professional carrying out the procedure and the Patient;
• one copy of the list is taken by the Patient and the other is placed in a special envelope;
• the listed valuables are placed in an envelope, the envelope is sealed, stamped and placed in the safe at the Institution;
• after the procedure, the Patient is given back the envelope, which the Patient opens in front of the medical specialist and one other member of staff, reconciles the valuables according to the list, and signs the list to say that he/she has recovered the valuables;
• The list, signed by the patient, is pasted into the patient's medical record and kept

• The Institution is not responsible for valuables and money stored outside the safe (as defined above), i.e. left in a room, ward or any other place of the treatment facility.
• In the event of a dispute regarding the storage and return of valuables and money, the Patient/Patient's representative must immediately contact the management of the Institution at the telephone number specified in point 3.1.