POLICY of the Ophthalmological Center “Microchirurgia ochiului” SRL on the Respect of Patients’ Rights

At the Ophthalmological Center “Microchirurgia ochiului” SRL (hereinafter – the Center), patients’ rights derive from the fundamental human rights to life and health.

Upon presentation to the Center / admission, employees shall display a positive, benevolent, respectful and humane attitude towards patients and their accompanying persons (legal representatives), regardless of age, sex, ethnic affiliation, the presence of disabilities, socio-economic status, political or religious beliefs, physical, linguistic or cultural barriers, or eating habits.

All staff, medical and non-medical, are required to wear an identification badge throughout working hours. Greeting and self-introduction are mandatory for all medical staff during the first interaction with the patient or their accompanying persons. In order to avoid various types of barriers, the presence of an accompanying person is allowed when the patient moves within the Center; handrails have been installed, bilingual informational materials are available, accessible bilingual verbal communication is ensured, and interpreter staff who know the patient’s spoken language are provided where necessary.

The security of the patient’s private life and of their physical, psychological and moral integrity, as well as discretion during the provision of medical services, is ensured by the security service and by medical and non-medical staff through respect for the patient’s privacy and confidentiality: consultations are held in separate offices/wards, with only the medical staff and the patient present, and in some cases the accompanying person, but only with the patient’s explicit consent. Information regarding the patient’s state of health shall be discussed by the doctor and the patient in a separate space, isolated from other patients. In the case of patients with complex needs, with hearing, visual or speech impairments, etc., the presence of relatives or an accompanying person is also allowed, who may provide additional information on the patient’s condition.

All information regarding personal data, the patient’s condition, investigation results, diagnosis, prognosis and treatment is confidential, even after the patient’s death.

Medical staff who hold information about the patient may not disclose these data except where the patient has given explicit consent, or where the law expressly requires disclosure.

The patient’s medical documentation (inpatient medical record, outpatient electronic medical record, etc.) is kept at reception and at the nurses’ station, and for discharged patients in the Center’s archive, with limited access.

The storage and protection of the patient’s personal data are mandatory: each employee signs the “Declaration on the protection of personal data and the preservation of confidentiality of information obtained in the course of carrying out job duties”. Violation of these rules entails disciplinary, administrative-contravention and criminal liability, in accordance with the legislation in force.

Information about the Center is posted on the website www.mikof.md (regarding its history, administrative and medical staff, profile, volume, quality, cost and manner of provision of medical services, etc.). In addition, some information is displayed on screens installed at reception and in the consultative-diagnostic departments, and is also communicated verbally to patients by the staff with whom they interact.

Examination, treatment and care are provided under conditions that comply with sanitary and hygiene norms, and with the requirements of international and national Guidelines, National and institutional Clinical Protocols, institutional operational Procedures, and, where applicable, medical standards for diagnosis and treatment.

Comprehensive information regarding the patient’s state of health and the proposed medical intervention, including the potential risks and benefits of each procedure, possible consequences of refusing treatment, existing alternatives, prognosis and other medical information, shall be presented in clear, respectful and accessible language, with minimization of professional terminology, by staff from the following structures:

• Reception

• Consultative Department

• Admission Office (where applicable)

• Attending physician

In the case of patients who do not speak the language(s) of communication, an alternative form of communication shall be applied and ensured, as established in Operational Procedure PO/COMO (02) on communication and counselling of non-native-language patients.

Voluntary expression of consent or refusal to medical intervention

Consent

The voluntary expression of consent or refusal to medical intervention is organized in accordance with the “Operational Procedure on the patient’s informed consent” – PO/COMO (05).

Refusal

In the event of refusal of medical intervention, expressed by the patient or by their legal representative (close relative), the possible consequences are explained to them in an accessible form.
The categorical refusal of the patient is formalized by an appropriate entry in the medical documentation, indicating the possible consequences, and is mandatorily signed by the patient or their legal representative (close relative), as well as by the attending physician.
In the event of intentional avoidance by the patient of signing the document certifying that they have been informed about the risks and possible consequences of refusing the proposed medical intervention, the document is mandatorily signed by the Chief Medical Officer, the Head of Department and the attending physician.
The refusal must be handwritten, and must contain the date of drafting, the full name and the signature of the patient or of the legal representative.

Acceptance of the performance of religious rituals during hospitalization in the Center is ensured by providing the patient and the minister of their faith with a separate room in which the patient may satisfy their spiritual needs.

Assistance of a lawyer or other representative for the protection of the patient’s interests

The patient has the right to defend their rights and interests by all means provided for by the legislation in force, and may be assisted by a lawyer or another representative for the protection of their interests in medical relations or civil relations with the health-care institution.
At the patient’s request for the protection of their interests, the presence of a lawyer or another representative is allowed in the manner established by law, with an entry made in the patient’s medical record and with the permission of the administration.

Information regarding the results of examination of complaints and requests, in the manner established by law

Patients have the right to submit complaints and requests, in the manner established by legislation. Information on the results of complaints that do not require additional study and examination shall be communicated to the patient without delay, but no later than 15 days from the date of registration.
Complaints that require additional study and examination shall be communicated to the patient within 30 days, in accordance with the Administrative Code of the Republic of Moldova and the “Procedure for assessing the degree of patient satisfaction”.

Compensation for damage caused to health shall be provided in accordance with civil, administrative-contravention or criminal procedure.