Patient rights and the patient ombudsman

The whole idea behind Sydänkeskus is to help people with heart disease. We put this idea into practice every day when we meet people. Our main goal is to treat and care for our clients as well as possible. We make sure that our customers are listened to and taken care of at every stage of the service chain, and that they receive expert help and follow-up care quickly and clearly. We have a genuine desire to help.

The Act on the Status and Rights of Patients defines that you have the right to good quality health and medical care. You have the right to receive emergency care within the time limits set by the guarantee of treatment and to receive emergency care quickly. You and those involved in your care must agree on the treatment. You also have the right to refuse treatment. You have the right to be told about your medical condition, the importance of your treatment, the different treatment options and their effects, and other aspects of your treatment that are relevant to the decision about your treatment. You must be told in a way that is clear enough for you to understand. If you and the health care staff do not speak the same language, an interpreter should be provided, if possible. You have the right to check your own medical records and ask for corrections if necessary. Your medical records must remain confidential. You must not be discriminated against in health services on the grounds of your place of residence, age, health, disability or any other reason.

If you are unhappy with the care or treatment you receive, you always have the right to make a complaint about the care you receive. If you are unhappy with your care or treatment, your first priority should be to use the quick and easy complaint channels. An open discussion with the person who provided the care or the office staff can often clear up any misunderstandings and correct any mistakes or shortcomings in the care immediately, without the need for further action.

Patient Ombudsman

If you feel that open discussion is not enough, you can contact a patient advocate. Every health service should have a patient ombudsman who informs patients about their rights and works to promote them. The role of the patient ombudsman is to advise and assist patients, where necessary, if they are dissatisfied with the care or treatment they receive. The patient advocate is impartial – he or she does not comment on medical treatment decisions, give explanations or make decisions. They also do not take a position on whether the patient’s treatment has resulted in medical malpractice.

Tiina Lehmuskoski is the patient advocate for all Sydänkeskus offices. She can be reached by email at tiina.lehmuskoski@nullpotilasasiamies.fi or by phone at 044 559 7777.

Complaint

Patients always have the right to make a complaint if they are dissatisfied with the service they receive at the Sydänkeskus. The complaint can be made on the Customer Feedback Form, which is available in the office. The complaint will be dealt with and answered by the Director of Health Services or his/her delegate.

Reminder and complaint

Patients or their relatives also have the right to make a written reminder or complaint about their medical care or treatment. The complaint must be made in writing and must be submitted to the Sydänkeskus. A response to the complaint will be given by the director of health services at the site.

If you are dissatisfied with the outcome of the reminder, you can lodge a complaint directly with the regional administrative authority or with the National Supervisory Authority using the complaint form at www.valvira.fi. The Patient Ombudsman will provide further information on the reminder and complaint if necessary.