The Rights and Duties
Medical services may only be provided to patients with their free and informed consent.
Patients, when being provided medical services, have the right to:
1) respect, dignified treatment, consideration and respect of privacy in the provision of medical services.
2) Patients who have an appointment for an outpatient examination or treatment have the right to be examined within the set time interval and if this is not possible for operational reasons, they shall be informed of the expected waiting time.
3) choose a provider authorised to provide medical services that correspond to the medical needs of the patient.
4) seek consultation services from another provider at the medical facility. This does not stand in the case of the provision of urgent care or for persons who are under arrest, serving a prison sentence or in secure detention.
5) be familiarised with the in-house regulations of the medical facility.
6) the uninterrupted presence of a statutory representative or of a person specified by a statutory representative or of a foster parent, if the patient is a minor, and the uninterrupted presence of a statutory representative if the patient has been deemed unfit to take legal acts or has been deemed partially unfit to take legal acts, in that the patient is incapable of evaluating the provision of medical services or their consequences.
7) the presence of a person close to the patient or a person specified by the patient.
8) be informed in advance of the price of provided medical services which are not covered or only partly covered by public health insurance and of how to pay such an amount.
9) know the names of medical staff.
10) refuse the presence of persons who are not directly involved in the provision of medical services and of persons training in a medical profession.
11) the provision of medical services in an environment which is as unrestrictive as possible, whilst at the same time ensuring the quality and safety of the provided medical services, be protected from infections and be protected from mistaken identity.
12) Patients have the right to expect the respecting of cultural difference, customs and spiritual needs.
13) expect that their treatment will be conducted with appropriate continuity and know when and where they will be examined. Patients have the right to a detailed explanation which they are able to understand in the case that the doctor decides in favour of a non-standard procedure or an experiment. The written and knowing consent of the patient is required for the commencement of non-therapeutic and therapeutic research. Patients may withdraw from an experiment without having to provide their reason for doing so, but must be informed of the potential medical consequences of such a decision.
14) A patient deemed unfit to take legal acts or a minor may request that persons be refused attendance at the provision of medical services if these persons mistreat or otherwise abuse or neglect the patient.
15) Patients with sensory disabilities or with severe communication problems have, in the case of communication relating to the provision of medical services, the right to communicate in a way which is understandable to them and using means of communication which they choose themselves, including interpretation by another person.
16) Patients with sensory or physical disabilities that use a dog with special training have, with regard to their medical condition at that time, the right to the accompaniment and presence of the dog with them at the medical facility.
17) Patients are entitled to see the medical documentation kept about them and to make extracts or copies in the presence of an employee authorised by the Endocrinology Institute, in that the provision of medical services may not be disrupted. The law determines a time limit for obtaining an extract or a copy of 30 days following the date of receiving an application.
Procedure in making and settling complaints
A complaint regarding the provision of medical services or activity relating to the provision of services may be lodged in person or in writing and should be addressed to the Director of the Endocrinology Institute.
The following persons may lodge a complaint:
- the patient;
- the statutory representative of the patient;
- a person close to the patient in the case that the patient is unable to lodge the complaint with regard to his/her medical condition or if the patient has died;
- a person empowered by the patient.
In a complaint, an individual (natural person) states first name and surname, date of birth and place of permanent residence or other delivery address.
A written compliant may be sent to the following address: Endokrinologický ústav (Endocrinology Institute), Národní 8, 110 00 Praha 1, or may be lodged in person at the secretariat of the Director, office no. 165, 1st floor. Written complaints may also be sent electronically to email@example.com.
Complaints lodged in person are put on written record at the secretariat of the Director, office no. 165, 1st floor, Monday to Friday from 10 a.m. to 11 a.m. A written record is made of a complaint received in this way, specifying the date on which the complaint is received and bearing the signatures of the recipient and the complainant.
Complaints are settled within 30 days of the date on which they are lodged. The date of delivery to the Endocrinology Institute is considered the date on which the complaint is lodged. The complainant is informed of the settlement of the complaint within this time limit. The set time limit may be extended by another 30 days in justified cases. The complainant is informed of the extension of the time limit.
When being provided medical services, patients are obliged to:
a) adhere to the proposed treatment procedure if they have expressed consent to the provision of medical services;
b) respect the in-house regulations at the Institute;
c) pay the Endocrinology Institute the price of provided medical services which are not covered or which are only partly covered by public health insurance or other sources and which have been provided to patients with their consent;
d) truthfully inform the member of medical staff providing treatment of the development of their medical condition to date, including information on infectious diseases, the medical services provided at other medical facilities, the use of medication and the use of addictive substances and other facts significant for the provision of medical services and to provide information on a change of name, permanent residence or health insurance company.
The duties set out in c) and d) fall upon the statutory representative of a patient.
e) provide, on request, proof of identity (ID card). If the patient is a foreign national, identity is proven with a passport or other proof of identity.
According to the valid legislation, the rights and duties of a statutory representative also fall upon a foster parent or other person providing care, the governing body, or a person authorised by this governing body, of a children’s home for children to 3 years, an educational facility providing institutional or sheltered education and upbringing, a social services facility providing residential services, if the court has ordered institutional or imposed sheltered education and upbringing, or a facility for children requiring immediate assistance, in the case of children entrusted into the care of such a facility at the decision of the court.