Internal regulations

1.1. CLINIC WORKING HOURS:
1.1.1. On working days (Monday to Friday) from 8:00 to 19:00;
1.1.2. On weekends (Saturday and Sunday) and public holidays from 10:00 to 15:00.

1.2. REGISTRATION AND ADMISSION OF PATIENTS AT THE CLINIC:

1.2.1. Patients wishing to visit the Clinic for a scheduled personal healthcare service are registered in advance during the Clinic’s working hours by calling the Clinic’s telephone numbers +370 684 40839 and +370 601 22649, by e-mail at info@tavoklinika.lt, or by visiting the Clinic’s reception desk:
1.2.1.1. for a family doctor consultation,
1.2.1.2. for a specialist doctor consultation,
1.2.1.3. for a procedure (only with a referral/prescription from a family doctor or specialist doctor),
1.2.1.4. for medical tests.
1.2.2. Patients wishing to visit the Clinic for a scheduled personal healthcare service (points 1.2.1.1.–1.2.1.4. of these Rules) may also register independently via the Clinic’s website https://registracija.tavoklinika.lt and www.manodaktaras.lt;
1.2.3. Patients who arrive at the Clinic at the time specified during registration for a scheduled personal healthcare service, or patients who arrive at the Clinic without prior registration in the cases specified in point 1.2.7 of these Rules, shall present an identity document to the Clinic administrator, and the administrator shall indicate the doctor’s office to the patient.
1.2.4. When a patient arrives at the Clinic for the first time at the time specified during registration for a scheduled personal healthcare service, or when a patient arrives at the Clinic for the first time without prior registration in the cases specified in point 1.2.7 of these Rules:
1.2.4.1. the patient shall present his/her identity document to the administrator at the Clinic’s reception desk,
1.2.4.2. the patient shall complete and sign: (1) the Service Provision Agreement, (2) the Personal Data Processing and Storage Form,
1.2.4.3. where the Patient is represented by a statutory representative, an authorised representative or a guardian (hereinafter – the Patient’s representative), the documents referred to in point 1.2.4.2 of these Rules shall be signed by the Patient’s representative. Acting on behalf of the patient, the Patient’s representative must present documents confirming his/her identity and the basis of representation;
1.2.4.4. if the patient or the Patient’s representative refuses to complete and/or sign the documents specified in point 1.2.4.2 of these Rules or to provide the Clinic with identity documents, healthcare services shall not be provided to the Patient at the Clinic;
1.2.4.5. the Clinic administrator shall open the Patient’s card, which is stored in the Clinic’s electronic database (electronic version).
1.2.5. If a patient sees that he/she will be more than 10 minutes late for the pre-booked appointment time, he/she must inform the Clinic’s administration thereof using the telephone numbers or e-mail address specified in point 1.2.1 of these Rules;
1.2.6. A patient who arrives at the Clinic having registered in advance but is 15 minutes late and has not informed the Clinic in accordance with the procedure established in these Rules shall not be admitted, in order not to violate the rights and legitimate expectations of other Clinic patients (to receive services on time) and not to disrupt the Clinic’s work, except where:
1.2.6.1. there would be a threat to the patient’s life,
1.2.6.2. the family doctor or specialist doctor agrees to provide the patient with a healthcare service.
1.2.7. A patient arriving at the Clinic without prior registration shall not be admitted, except where:
1.2.7.1. there would be a threat to the patient’s life;
1.2.7.2. the family doctor or specialist doctor agrees to provide the patient with a healthcare service and such admission of the patient (without prior registration) will not violate the rights and legitimate expectations of other Clinic patients (to receive services on time) and will not disrupt the Clinic’s work.
1.2.8. The procedure for patient registration and admission established in point 1.2 of these Rules may be changed in the event of a state of emergency, quarantine or in other cases where it is necessary to ensure the safety of the Clinic’s patients and employees, etc.

1.3. SERVICES PROVIDED BY THE CLINIC:

1.3.1. Necessary medical assistance, consisting of two stages:
1.3.1.1. First medical aid – provided in accordance with Resolution No. 590 of the Government of the Republic of Lithuania of 14 May 2003 “On the approval of the list of professions, jobs and fields of activity whose employees and drivers of vehicles, having been together with injured persons or patients at the sites of accidents or acute life-threatening illnesses, must provide first aid to them, as well as on determining the competence of other persons established by law in these matters”, Order No. V-450 of the Minister of Health of the Republic of Lithuania of 11 July 2003 “On the competence of healthcare and pharmaceutical specialists in providing first medical aid, first medical aid kits and first aid sets” and Order No. V-822 of the Minister of Health of the Republic of Lithuania of 31 August 2011 “On the approval of resuscitation standards”,
1.3.1.2. Emergency medical assistance – provided immediately or without delay where acute clinical conditions pose a threat to the life of the patient and/or surrounding persons, or where failure to provide such assistance in time creates a risk of serious complications for patients. Emergency medical assistance is provided in the following ways:
examination by a family doctor, specialist doctor, nurse or other medical staff member able to provide first aid to the patient,
resuscitation procedures,
assessment of the patient’s health condition and diagnosis by a family doctor or specialist doctor,
administration of medication.
1.3.1.3. Necessary medical assistance is provided to the patient free of charge.

1.3.2. Primary outpatient healthcare services:
1.3.2.1. Family medicine services.

1.3.3. Secondary (specialised) outpatient healthcare services:
1.3.3.1. Internal medicine physician services;
1.3.3.2. Neurology services;
1.3.3.3. Cardiology services;
1.3.3.4. Obstetrics and gynaecology services;
1.3.3.5. Ultrasound examinations;
1.3.3.6. Ozone therapy;
1.3.3.7. Vitamin IV drips;
1.3.3.8. Blood and other tests.

1.3.3.4 Complementary and alternative healthcare (PASP):

1.3.3.4.1. Endobiogenics services.

1.3.4. The list of healthcare services specified in points 1.3.2 and 1.3.3 of these Rules, approved and amended by order of the Clinic’s director, is set out in Annex No. 1 to these Rules;
1.3.5. Primary outpatient healthcare services and secondary (specialised) outpatient healthcare services are provided for a fee in accordance with the price list approved in Annex No. 1 to these Rules;
1.3.6. Necessary medical assistance, primary outpatient healthcare services and secondary (specialised) outpatient healthcare services are not provided remotely at the Clinic (by telephone, internet, e-mail, etc.).
1.3.7. The Clinic’s administration does not provide patients with information or consultations on medical matters, including test results;
1.3.8. The Clinic’s administration and medical staff do not provide persons and/or Clinic patients with information about which healthcare or treatment institutions may provide primary outpatient healthcare services and secondary (specialised) outpatient healthcare services that are not provided by the Clinic.

1.4. PROCEDURE FOR PAYMENT FOR CLINIC SERVICES:

1.4.1. The patient shall pay for the services provided in accordance with the approved Clinic price list only at the Clinic reception desk immediately after the service has been provided (family doctor consultation, specialist doctor consultation, medical tests performed (regardless of whether test results are available or not), procedure, issued medical document, etc.);
1.4.2. Payment by patients for the services provided by the Clinic is possible only in cash or by bank card, except for the exceptions provided for in point 1.4.3 of these Rules;
1.4.3. Payment for Clinic services provided to the patient by bank transfer to the Clinic’s bank account is possible only in the following cases:
1.4.3.1. if the patient has a health insurance contract and the insurance company pays on his/her behalf,
1.4.3.2. if the patient has agreed the payment by bank transfer method with the Clinic in advance (the Clinic’s Medical Director) and has received consent (verbally or in writing). The Clinic administrator and the Clinic’s Finance Director shall be informed of the patient’s payment by bank transfer. Payment by bank transfer must be made no later than within 2 working days. If the patient fails to make payment within the term established in this point, the Clinic’s Finance Director shall inform the Clinic director thereof, who has the right to initiate debt award/recovery proceedings in accordance with the procedure established by law,
1.4.3.3. At the patient’s request, an invoice may be issued for the amount payable for the services provided to him/her.

2.1. PATIENT RIGHTS:
2.1.1. To receive high-quality necessary medical assistance services;
2.1.2. To receive high-quality primary healthcare services and secondary (specialised) healthcare services, except where:
2.1.2.1. the Patient or the Patient’s representative refuses to sign the Service Provision Agreement, the Patient Questionnaire and the Personal Data Storage Form for the Patient,
2.1.2.2. the Patient or the Patient’s representative has not settled (or has not fully settled) with the Clinic for paid healthcare services provided to the patient in accordance with the procedure established in these Rules (regardless of the unpaid amount),
2.1.2.3. the Patient’s service provision agreement has been terminated due to the Patient’s fault.
2.1.3. To choose a healthcare specialist – a family doctor and, where possible, a specialist doctor;
2.1.4. To receive oral and written information about the patient’s health condition in accordance with the procedure established in point 4 of these Rules;
2.1.5. To receive extracts and copies/transcripts of medical documents. Extracts and copies/transcripts of medical documents are issued to the patient or the Patient’s representative by the Clinic’s administration in accordance with the procedure established in point 3 of these Rules;
2.1.6. Not to know information related to health or treatment;
2.1.7. To refuse treatment;
2.1.8. To inviolability of private life;
2.1.9. To respectful conduct by healthcare specialists, the Clinic’s administration and other Clinic employees.

2.2. PATIENT OBLIGATIONS:

2.2.1. The Patient must familiarise himself/herself, against signature, with the Clinic Rules and other documents established by the Clinic that are provided to him/her, and must fulfil the obligations specified therein;
2.2.2. The Patient must take care of his/her health, exercise his/her rights honestly, not abuse them, and cooperate with the healthcare institution’s specialists, administration and other employees;
2.2.3. A Patient who has registered for a scheduled personal healthcare service but is unable to arrive at the appointed time must inform the Clinic no later than twenty-four hours before the scheduled start time of the service;
2.2.4. Patients wishing to receive healthcare services must present an identity document, except in cases of necessary medical assistance;
2.2.5. The Patient must provide the Clinic’s healthcare specialists with information about his/her health, illnesses suffered, surgeries performed, medicines taken and being taken, allergic reactions, genetic heredity and other data known to the patient and necessary for the proper provision of healthcare services;
2.2.6. Having received information about the healthcare services assigned to him/her, the Patient must confirm in writing his/her consent or refusal regarding the provision of such healthcare services in the cases established by the Law of the Republic of Lithuania on Patients’ Rights and Compensation for Damage to Health;
2.2.7. The Patient must comply with the instructions and recommendations of healthcare specialists or refuse the assigned healthcare services in accordance with the procedure established by the Law of the Republic of Lithuania on Patients’ Rights and Compensation for Damage to Health. The Patient must inform healthcare specialists about deviations from the instructions or prescribed regime to which he/she had consented;
2.2.8. The provision of healthcare services may be terminated for a Patient who breaches his/her obligations, thereby creating a threat to his/her health and life, except where this would endanger the patient’s life;
2.2.9. The Patient must observe public order at the Clinic: not make noise, not smoke, and not consume alcohol, narcotic or other prohibited psychoactive substances. The Clinic’s staff may refuse to provide services if the patient arrives at the Clinic intoxicated or under the influence of narcotic substances, or behaves rudely, insolently and/or aggressively towards the Clinic’s administration or medical staff, except where this would endanger the patient’s life;
2.2.10. The Patient must pay for healthcare services provided to him/her in accordance with the procedure established in these Rules. If the fee for healthcare services provided is not paid to the Clinic in accordance with the procedure established in the Rules, the Clinic has the right to refuse to provide services to the Patient and to unilaterally terminate the service provision agreement with the Patient, except where this would endanger the patient’s life. Due to the patient’s debt (regardless of the amount of the debt), the Clinic has the right to initiate debt recovery proceedings in accordance with the laws of the Republic of Lithuania.

3.1. Patient medical documents stored at the Clinic are the property of the Clinic. Data contained in medical documents about the patient’s health condition are confidential;
3.2. The Clinic may familiarise only the patient or the Patient’s representative with the Patient’s medical data (an authorised Patient’s representative may be familiarised with the patient’s medical data only with the patient’s written consent);
3.3. A patient or the Patient’s representative wishing to receive extracts from the patient’s medical documents and copies thereof must submit a written request prepared in the official language to the Clinic administrator. Together with the request, the patient must submit documents confirming his/her identity, and the Patient’s representative must submit documents confirming identity and representation (an authorised patient’s representative must also submit the patient’s written consent);
3.4. Extracts and copies of the Patient’s medical documents, upon receipt of the patient’s or the Patient’s representative’s written request, are issued at the requesting person’s expense in accordance with the fees established by the Clinic;
3.5. The Clinic must provide confidential information about the patient’s health condition without the patient’s consent, in accordance with the procedure established in point 5 of these Rules, to state institutions and other bodies that have the right to receive such information under the regulation established in the laws of the Republic of Lithuania. Confidential information is provided to state institutions upon receipt of a written request specifying the basis for the requested information, the purposes of use and the scope;
3.6. Extracts and copies of medical documents are issued in the official language no later than within 10 working days from the date of receipt of the request at the Clinic, except where extracts and copies of medical documents must be issued immediately due to the patient’s health condition, i.e. no later than within 1 working day from the date of receipt of the written request;
3.7. The accuracy of the information provided about the patient is certified by the Clinic’s Medical Director (or an authorised family doctor or specialist doctor) by signing extracts from medical documents, certificates, etc., and the cover letter sent together with medical documents is signed by the Clinic director or an authorised person.

4.1. A patient, upon presenting an identity document, has the right to receive information about:
4.1.1. his/her health condition and disease diagnosis,
4.1.2. the proposed treatment,
4.1.3. the course of treatment and treatment prognosis.
4.2. The Patient’s representative has the right to receive the information specified in point 4.1 of these Rules upon presenting documents confirming his/her identity and the basis of representation (an authorised patient’s representative must also submit the Patient’s written consent);
4.3. The information specified in point 4.1 of these Rules must be provided by the doctor treating the patient (family doctor or specialist doctor) in an understandable manner, including by explaining specialised medical terminology. Information is provided in the official language, except where the doctor agrees and is able to provide such information in the language requested by the patient or the Patient’s representative;
4.4. Information about the patient’s health condition, disease diagnosis, treatment method, course of treatment, test results, etc. is not provided by telephone or e-mail.

5.1. Information about a patient is provided without his/her consent in the following cases:
5.1.1. to healthcare institutions where the patient is being treated or cared for, or where an expert assessment related to his/her health condition is being carried out,
5.1.2. to institutions supervising the healthcare services provided by the Clinic,
5.1.3. to pre-trial investigation authorities, courts and other institutions that are granted the right to receive information by the laws of the Republic of Lithuania.
5.2. The Clinic must provide information without the patient’s consent to the institutions specified in point 5.1 of these Rules when the Clinic has received a written request specifying the legal basis for the confidential information requested, the purpose of its use and the scope of the information. Information about the patient is provided within 20 working days from the date of receipt of the request at the Clinic;
5.3. The Clinic must provide information without the patient’s consent to the institutions specified in point 5.1 of these Rules on its own initiative (without receiving a request) in the cases provided for by the laws and other legal acts of the Republic of Lithuania, i.e. where it is necessary to report a potentially criminal act, etc.;
5.4. The accuracy of the information provided about the patient is certified by the Clinic’s Medical Director or another person authorised by her, and the cover letter of the documents sent is signed by the Clinic director or an authorised person;
5.5. Information about the patient (health condition, disease diagnosis, treatment method, course of treatment, test results, etc.) is not provided by telephone.

6.1. The Clinic, its administration, medical staff or other Clinic employees are not responsible for items (money, documents, handbags, etc.) left unattended at the Clinic by patients or persons accompanying them;
6.2. Patients or persons accompanying them must keep their belongings (money, documents, handbags, etc.) safe at the Clinic and must not leave them unattended.

7.1. The patient or the Patient’s representative has the right to submit a complaint to the Clinic within the term established by the laws of the Republic of Lithuania for submitting such a document. A complaint prepared in free form must meet the general requirements applicable to it:
7.1.1. The complaint must be prepared legibly, in the official language or accompanied by a translation into the official language,
7.1.2. The complaint must be signed by the person who submitted it (the applicant),
7.1.3. The complaint must state the name, surname, address of residence (if correspondence cannot be conducted electronically), e-mail address and telephone number of the person who submitted it (the applicant);
7.1.4. The complaint must state the circumstances and arguments on which the complaint is based and provide related evidence (if the person submitting it has such evidence).
7.2. Complaints that do not meet the requirements specified in point 7.1 of these Rules are not examined by the Clinic;
7.3. The Clinic director must examine a received complaint within 20 working days from the date of receipt of this document and inform the person who submitted the complaint (the applicant) of the results;
7.4. Where an expert or commission conclusion is necessary to examine the complaint, the Clinic director must examine the received complaint within 30 working days from the date of receipt of this document;
7.5. Damage caused to a patient by culpable actions of the Clinic, a Clinic doctor or a Clinic nurse is compensated in accordance with the procedure established by the Civil Code of the Republic of Lithuania.

8.1. Clinic employees, guided by the Law of the Republic of Lithuania on Safety and Health at Work and other provisions of legal acts in force in the territory of the Republic of Lithuania, must comply with occupational, fire and electrical safety requirements, job descriptions and orders of the Clinic director. Clinic employees may start work only when the workplace, work equipment and devices comply with safety requirements;
8.2. Clinic employees must wear medical clothing approved by order of the Clinic director. Medical clothing must be clean and tidy;
8.3. Clinic employees are prohibited from being intoxicated or under the influence of alcohol, narcotic or toxic substances during working hours;
8.4. Clinic employees are prohibited from smoking on the Clinic premises and outside them during working hours;
8.5. During working hours, Clinic employees must have valid employee identification cards issued in accordance with the procedure established by the Clinic director;
8.6. Clinic employees perform their functions in accordance with job descriptions approved by order of the Clinic director;
8.7. Clinic employees, in accordance with the procedure established by legal acts, must ensure the security of patients’ personal data.