PATIENTS’ RIGHTS OMBUDSMAN
Effective as of 2002, by the decision of the Director of the Institute of Mental Health, a patients’ rights ombudsman has been appointed.
Duties of the patients’ rights ombudsman have been performed by Slavka Lakićević, B.L.L. The patients’ rights ombudsman can be contacted at 011 3307-590, or via e-mail firstname.lastname@example.org. Office of the patients’ rights ombudsman is at 37 Palmotićeva St. and is open to patients every working day from 8 to 15h.
Any patients not satisfied with the level of health care services provided, or with the manner and procedure of exercising their legal rights in the area of health care at the Institute of Mental Health, can lodge a complaint to the IMH Director, Head of Clinic, Head of Department or to the patients’ rights ombudsman.
The patient lodges the complaint in a written form. Exceptions are made for the blind and other persons with disabilities, as well as for illiterate persons, who can make the complaint verbally before the patients’ rights ombudsman, and have their complaint recorded in writing by a staff member.
In the process of protecting the rights of patients, the patients’ rights ombudsman acts in accordance with the Constitution, laws regulating the area of health care and health insurance, as well as international agreements and conventions on the protection of human rights in the area of health care.
The patients’ rights ombudsman acts immediately after receiving the complaint, at the latest within five days of the day when the complaint is made, and establishes all relevant circumstances and facts related to the claims stated in the complaint.
The patients’ rights ombudsman informs the head of the organizational unit, Director of the Institute and the plaintiff about his/her findings immediately or at the latest within three days.
Any patient not satisfied with the finding based on the complaint can appeal in accordance with the Law on Health Care (“Official Gazette of the Republic of Serbia”, no. 107/2005, 72/2009 – law, 88/2010, 99/2010 and 57/2011) to the health care inspection, that is, to the authorized body of the patient’s health insurance organization.
Brochure YOU HAVE THE RIGHT
EXCERPT FROM THE LAW ON HEALTH CARE
(“Official Gazette of the Republic of Serbia”, no. 107/2005, 72/2009 – law, 88/2010, 99/2010 and 57/2011)