Rights and duties of the patiens

On these pages we would like to promote the necessary information about the rights that protect you and your family members as patients and users of our Centre. Additionally, we hereby inform you about the duties and obligations involved in accessing and using our health services and facilities.

The Rights, Duties and Obligations that we present below are set out in Law 1/2003, of January 28, of the Generalitat Valenciana, and are part of the patient-centred care policy of Hospital Clínica Benidorm.

In addition, you and your family are hereby informed about how to actively participate in decision-making related to health care, so that you can exercise your rights and fulfil your duties, thus creating a respectful and dignified environment for all.

RECEIVE DIGNIFIED TREATMENT

To have access to all the health services that you may need and receive humane, kind, comprehensive and respectful care. Respect to your dignity without discrimination regarding race, religious beliefs, gender, economical or cultural resources.

OBTAIN MEDICAL ATTENTION WITHIN ADEQUATE TIME

Receive health care at an appropriate time according to the process, as well as to be offered information on the response times for consultations, diagnostic tests and surgical interventions for the various processes.

Access to quality medical services

Access based on quality standards established through public, consultative and periodically reviewed and evaluated processes.

GUARANTEE CONFIDENTIALITY AND CLINICAL CUSTODY

Confidentiality of your personal data and assurance of custody of your medical history.

RESPECT, AUTONOMY, INTEGRITY AND HUMAN DIGNITY

DELIVERY OF THE DISCHARGE REPORT

Receive a Discharge Report once the healthcare process is completed, as well as other health certificates.

KKNOW THE IDENTITY OF OUR PROFESSIONALS

Know the identity of your doctor who will be your main spokesperson within the assisting team and the person responsible for providing all the necessary information in comprehensive terms, in a clear and truthful manner. In his absence, another member of the team will assume said responsibility. Additionally know the identity of the personnel who will relate to the patient (nurses, administration, interpreters …)

UNDERSTANDABLE INFORMATION AND SECOND OPINION

Information on your health status throughout the Healthcare process. As well as the people that the patient allows. In addition, you will have the right to be informed of the use, where appropriate, in educational or research projects, as well as clinical trials, of the diagnostic and therapeutic procedures that are applied to you, which in no case may entail additional danger to your health. Always with the prior written authorization of the patient which is essential; being able to refuse at any time. You also have the right to have your wish to not to be informed respected. Similarly, you may have a second medical opinion at any time.

GIVE INFORMED CONSENT

Decide freely among the clinical options presented by the doctor, after receiving adequate information. Your consent, made through the Informed Consent, is required before a surgical intervention, invasive diagnostic procedure and when procedures are carried out that carry significant health risks. Except in the following cases:

• Non-intervention poses a risk to public health.
• There is an expressed legal mandate.
• You are not capable of making decisions (in which case the right corresponds to your relatives or people close to you).
• That the urgency of the assistance does not admit delays.

RESPECT FOR YOUR PRIVACY AND INTIMACY

Privacy during medical or surgical treatments.

FORM OF CLAIMS, COMPLAINTS AND SUGGESTIONS

The patient has the right to know the formal channels to present: claims, complaints, suggestions; and, in general, to communicate with the institution.

ANTICIPATED WISHES

The patient has the right to have their anticipated wishes taken into account, duly requested in advance.

PAIN RELIEF

That all the appropriate actions be carried out that, together with attention to their process, aim to reduce and alleviate suffering and pain both in those critical situations and in the process of death.

PERSON-CENTERED CARE

Receive a personalized treatment adapted to your needs.

COMPLY WITH THE RULES OF THE HOSPITAL

Comply with the rules of the hospital and use its installations adequately, favouring its habitability and the comfort of the other patients.

COMPLY WITH GENERAL AND SPECIFIC PRESCRIPTIONS OF THE HEALTH SERVICE

Comply with the general prescriptions of common sanitary nature of everyone, as well as the determined specifications of the health services.

SIGN REFUSAL OF PROPOSED TREATMENT/TEST AND VOLUNTARY DISCHARGE CONSENT

Sign, in case of refusing the proposed treatment / test, the document stating your rejection after having been sufficiently informed. Sign the voluntary discharge consent, as the patient’s right to leave the hospital making it known to the staff.

RESPECT THE STAFF MEMBERS

Maintain due respect to the staff of the Centre

To complete the Admission process of any HCB service, it is mandatory to present your valid ID or Passport.

DATA PROTECTION (RGPD)
In compliance with the Data Protection Regulation (RGPD 2018), HCB does not provide any data regarding its patients.

To withdraw any type of medical report, either in person or digitally, it will be necessary to present a document proving your identity or an authorization signed by the owner of the data to be withdrawn.

No personal information is offered about patients at the centre (whether they are admitted or not, the room number, etc.) at the receptions or by phone.

NO SMOKING
Smoking is prohibited in all facilities and surroundings of HCB, in accordance with Law 28/2005 of December 26.

EMERGENCY EVACUATION PLAN
HCB has an Emergency and Self-Protection Plan. If activated, remain calm at all times and follow the instructions of the staff of the centre.

HCB QUALITY
HCB has 16 ISO 9001: 2015 Quality Certificates from the Spanish Association for Standardization and Certification (AENOR) for meeting the quality standards of care and innovation.

Furthermore, HCB is a company that is responsible for the environment and its natural surroundings and is certified with the ISO 14001: 2015 environmental quality standard.