Patients' rights

The patient ombudsman

The patient ombudsman Arja Laukka serves the patients of the health care units run by the City of Tampere: the patient ombudsman provides information about patients’ rights to, for example, information and on access to treatment.

If a patient is not satisfied with the treatment he or she has received, the patient may also directly contact a doctor or nurse at the place of treatment. If the matter is not resolved or the patient or his or her carer wants further information, the patient ombudsman may be able to help.

The patient ombudsman provides advice and guidance but is not able to change the treatment decisions made. The patient ombudsman cannot act as a patient's legal adviser but can mediate between the patient and health care personnel.

If the patient ombudsman is busy, clients should leave a message by voicemail in order that the ombudsman may contact them later.

Services

The patient ombudsman serves the patients and their family and close friends in the following health care units run by the City of Tampere:

• Hatanpää main hospital
• Hatanpää park hospital
• Kauppi hospital
• Rauhaniemi hospital
• Koukkuniemi care home for the elderly
• health centres
• psychiatric clinics
• dental clinics for children and adults
• maternity, child health, and adult health clinics
• school and student health care for educational institutions run by the City of Tampere
• home cre

Clients of private service providers are served if the services they use have been purchased by the City of Tampere. In case of other services, clients are served by the patient ombudsmen of the private service providers themselves. The units of the Pirkanmaa Health Care District, such as Acuta, have their own patient ombudsmen.

The patient (or a family member or a person close to the patient) can contact the patient ombudsman for advice in the following matters:

• suspected patient injury
• dissatisfaction with access to treatment
• dissatisfaction with the treatment or service received
• making an objection or a complaint
• matters related to access to information or patient records
• dissatisfaction with the patient fee
• claims for compensation of material damage

Services are based on legislation

The Act on the Status and Rights of Patients (785/1992) entered into force in 1993. This act emphasises the patient’s right to good health care and medical treatment, and related treatment, within the limits of the available resources.

The treatment must not violate the patient’s dignity, convictions or privacy. The patient’s first language, culture and personal needs must be taken into consideration wherever possible. The patient has the right to self-determination and information, and he or she also has the right to file an objection if not satisfied with his or her treatment.

The tasks of the patient ombudsman, specified in the Patient Act (section 11), are the following:

• To advise patients on issues concerning the application of the Patient Act
• To help patients to prepare and file objections and complaints
• To inform patients of their rights
• To act otherwise for the promotion and honouring of patients' rights

In addition, the role of the patient ombudsman of the City of Tampere includes taking part in the handling of objections, complaints and patient injury reports. The patient ombudsman also trains staff in issues related to patient status and rights.

The patient ombudsman maintains a client register that cannot be accessed by other authorities and in which personal data will be stored in cases whose handling requires this.