Care begins with respect for the person.
At our Hospital, care is not limited to medical practice alone. It extends to the protection of the dignity, equality and human worth of every citizen who entrusts us with their health.
The Office for the Protection of the Rights of Healthcare Service Recipients (G.P.D.L.Y.Y.), as provided for by the Ministry of Health, aims to ensure the fair, equal and humane treatment of all patients and healthcare service recipients.
Mission & Role
- Informing citizens about their rights
- Receiving, recording and evaluating complaints or reports
- Mediation in cases of misunderstandings or operational issues
- Supporting vulnerable groups with sensitivity and responsibility
Operating Principles
- Confidentiality
- Impartiality
- Transparency
- Immediate response
Contact Methods
Citizens may contact the Office:
- In person at the Hospital premises
- By telephone
- By email
- Through complaint and appreciation forms
Responsibilities of the Office
The Office cooperates with the Hospital’s services and is responsible for:
- Informing healthcare service recipients about procedures and their rights.
- Providing timely support to uninsured patients and their relatives regarding healthcare and pharmaceutical coverage.
- Monitoring service provision within and outside the Hospital.
- Collecting complaints, reports and positive feedback regarding the healthcare services provided.
- Facilitating the submission of reports to the Greek Ombudsman, the National Commission for Human Rights, the Bioethics Committee and any competent supervisory authority.
- Intervening for the smooth resolution of disputes and the provision of quality service to patients.
- Informing staff about proper practices based on legislation and medical ethics.
- Improving procedures for the reception and service of citizens.
- Preparing and distributing printed/electronic material on patients’ rights.
Legislation
The department’s page includes a separate section with:
- Laws & Circulars
- Relevant articles and paragraphs
- Government Gazette issues, e.g. Government Gazette B 662/2017, Law 2071/1992, Law 2519/1997, Law 4368/2016, etc.
Communication Forms
- Questionnaire
- Complaint/Report Form
- Positive Feedback Form
The forms are available in electronic format, can be completed and sent to the email address: citizen@paidon-agiasofia.gr