In accordance with the law of 4 March 2002 on patients' rights and the quality of the healthcare system, the clinic undertakes to give you easy access to all the information concerning your health. This information is that which has contributed to the development and monitoring of your diagnosis, treatment or preventive action. You may consult your patient file at any time, simply by making a request to the Clinic's management. This information will be communicated to you no later than eight days from the date of receipt of your request and no earlier than the legal deadline of forty-eight hours. If the information to which you wish to have access is more than 5 years old, the establishment has 2 months in which to provide it. To be admissible, a request for access to your patient file must be made in writing to the Clinic's Management, together with a copy of your identity document. You will then be informed of all the procedures for providing this document, including the cost of copying and postage, which will be invoiced to you. In the event of your death, your heirs, if they have legitimate reasons for doing so, as set out in article L.1110-4 of the Public Health Code, and if you have not expressed any opposition, may also have access to your file, under the same terms and conditions, in accordance with the decree of 03/01/2007.
All the administrative and medical information concerning you forms the patient file, the contents of which are covered by medical confidentiality. Once you have been hospitalised, your medical records will be kept for 20 years from the date of your last stay. For minors, this period is extended until the patient's 28th birthday by the establishment. The clinic's management ensures that all measures are taken to protect the confidentiality of health information collected during your stay. All files are archived in secure premises.
Our establishment is organised internally to deal with any act of physical and/or moral abuse perpetrated against you (family, healthcare professionals). If you have been the victim of such acts, you can contact the manager of the department in which you are hospitalised.
"Everyone has the right, in view of their state of health and the urgency of the interventions it requires, to receive, throughout the territory, the most appropriate treatment and care and to benefit from therapies whose effectiveness is recognised and which guarantee the best health safety and the best possible relief of suffering in the light of proven medical knowledge. Everyone has the right to a dignified end of life accompanied by the best possible relief of suffering. Healthcare professionals shall do everything in their power to ensure that this right is respected", article L.1110-5 of the French Public Health Code. Don't hesitate to express your pain. By talking about it, you will help the doctors to relieve your pain more effectively. The mission of the Pain Management Committee (CLUD) is to help define a coherent care policy in terms of pain management, and to promote and implement actions in this area.
Within the hospital, the CLIN (Nosocomial Infection Control Committee) organises and coordinates the monitoring and prevention of nosocomial infections. It is assisted in the field by an operational hygiene team made up of staff specialising in this area. Preventing nosocomial infections is everyone's business: nurses and non-nurses, patients and visitors.
Our User Representatives are members of a number of associations that specialise in issues that may affect you. If you wish to contact them, a list is available in the reception areas and on the clinic's website. The CDU ensures that users' rights are respected and helps to improve the quality of care for patients and their relatives (decree no. 2016-726 of 01/06/2016). You can refer a matter to the commission by sending a letter to the Management or by sending an email to: usagers.turin@almaviva-sante.com. The list of the names of the members of the CDU, together with the names of the user representatives and the associations to which they belong, can be consulted on a notice board within the establishment. You can also find details of the CDU's roles and missions, as well as the results of satisfaction surveys, on the clinic's website.
The advance directives referred to in article L. 1111-11 are a written document, dated and signed by its author, duly identified by indicating his or her surname, first name, date and place of birth. Any person of full age may, if they so wish, make a written statement, known as "advance directives", setting out their wishes regarding the end of their life, in the event that they are not capable of expressing their wishes at that time. These directives set out the patient's wishes regarding the conditions for continuing, limiting, stopping or refusing medical treatment or procedures. They may be modified or cancelled at any time and by any means. If you wish your instructions to be taken into account, please make them available to the doctor who will be treating you in the hospital. If you are unable to write and sign your directives yourself, you can ask two witnesses to do so - including your trusted support person. To do this, we advise you to contact the department manager.
If you are not satisfied with your care, or if you think you have experienced an undesirable event, we invite you to contact the relevant manager directly. If you are not satisfied with this initial approach, you can ask to meet with the Director of Care or Management, or any other manager. During this meeting, you can fill in a complaints form. If you prefer, you can express your opinions, comments and suggestions, as well as your grievances and complaints about the care you receive, using the discharge questionnaire or by writing to the Clinic. The person contacted will ensure that your complaint is investigated in accordance with the procedures laid down in the Public Health Code. He or she will liaise with the CDU and may, if necessary, put you in touch with a doctor or non-physician mediator who is a member of the CDU. Don't wait for concerns or misunderstandings to arise. All the clinic's medical, paramedical and administrative staff will do their utmost to answer your questions and expectations.
All complaints must be sent in writing to the establishment's Quality Department by e-mail: qualite.turin@almaviva-sante.com or by post: Clinique Turin - 3-11 Rue de Turin - 75008 Paris. If the request for a complaint to the quality department fails within one month, the patient may submit the dispute with the establishment to the mediator, free of charge, within a maximum period of one year from the date of the written complaint. The mediator will attempt, independently and impartially, to bring the parties together with a view to finding an amicable solution.
The mediator's contact details are as follows
The mediator may be contacted by e-mail, online or by post. In addition to their full contact details (surname, first name, contacts) and the written complaint that they must first have sent to the establishment's quality department to try to resolve their dispute directly, patients are encouraged to provide the following information to the mediator:
The Law of 4 March 2002 regulates the right of doctors to provide information to patients. This concerns investigations, treatments and preventive actions: their usefulness, urgency, consequences, normally foreseeable frequent or serious risks, possible alternatives, foreseeable consequences in the event of refusal and any new risks identified. Your wish to be kept in the dark about a diagnosis or prognosis will be respected, except where third parties are exposed to a risk of transmission. Your consent is essential and will be sought. You may withdraw it at any time or reverse any decision to refuse treatment.
In the event that you are, or consider yourself to be, the victim of an injury attributable to a preventive, diagnostic or care activity, you will be given information on the circumstances or causes of the injury by a healthcare professional practising within the establishment. This information will be given to you at the latest within fifteen days of the discovery of the damage or at your express request during an interview during which you may be assisted by a person of your choice.
Our teams and your representatives are trained in good personal data protection practices. At the time of admission and reception in the care departments, we only collect the information necessary for your care. We implement technical and organisational measures to ensure the security, integrity and availability of your patient file (on paper or on software). We ensure the compliance of internal and external parties who handle your personal data during your patient care. We store your data in compliance with regulations. You can exercise your rights (access, rectification, opposition, deletion, limitation, portability) by contacting our Data Protection Officer: dpo.groupe@almaviva-sante.com. You can also lodge a complaint with the CNIL (Commission Nationale de l'Informatique et des Libertés). To find out more, all our information is available on our website, under the heading "Data protection". We implement processing in accordance with the provisions of Law 78-17 of 6 January 1978 on information technology, files and freedoms and the General Data Protection Regulation of 27 April 2016.
From 1 January 2021, everyone born in France and/or covered by health insurance will have an INS. The INS stands for National Health Identity. It consists of your national insurance number + your civil status details. It is used to: secure the patient's stay in the event of a transfusion. Reference your health data, promote exchange and sharing and improve the quality and safety of care.
SHARED MEDICAL RECORD (DMP) AND EXCHANGE OF HEALTH DATA Since the beginning of 2022, the DMP has been integrated into Mon Espace Santé. It is a secure computerised health record, accessible via the internet. It is administered by the Assurance Maladie: the Public Health Code stipulates that healthcare professionals must enter in the DMP all the diagnostic and therapeutic information needed to coordinate your care and treatment.
You can add to your DMP at any time (declare who you trust, donate an organ, draw up your advance directives, etc.); delete some of the documents it contains or hide certain information; set the parameters for who has access to it.
Since the beginning of 2022, it has been integrated into Mon espace santé, a new secure service that allows everyone to take control of their own health on a daily basis by providing access to: the DMP, a secure messaging system, a health diary and a catalogue of government-approved applications. For more information: https: //www.monespacesante.fr/
If you do not wish your presence to be disclosed, please inform your practitioner, who will inform the people concerned. We will do all we can to protect your anonymity. Professional secrecy rules prohibit us from giving details of your state of health over the telephone. Please inform your family and friends.
Any operation or general anaesthetic on a minor requires authorisation signed by the parents or legal guardian. Information concerning the health of minors and adults under guardianship, and the care they must receive, is given exclusively to their legal representatives (respectively the holder(s) of parental authority or the guardian). Whenever possible, the practitioner in charge of a patient who is a minor or a protected adult informs the person concerned in a manner appropriate to his/her maturity or discernment and involves him/her to the same extent in decisions concerning him/her. The patient's consent is systematically sought. If refusal of treatment by the holder of parental authority or guardian would have serious consequences for the patient's health, the doctor will provide the necessary treatment.
In application of the law of 4 March 2002 on patients' rights and the quality of the healthcare system, the establishment offers you the opportunity to appoint a trusted support person for the duration of your hospitalisation. This support person will be consulted if you are unable to express your wishes. This appointment must be made in writing by completing the form provided by the clinic. This appointment may be revoked at any time. The provisions relating to the appointment of a trusted support person do not apply when guardianship is ordered. However, in this case, the guardianship judge may either confirm the mission of the trusted support person previously appointed, or revoke it. The trusted support person may be different from the person to be notified.
The clinic and all its staff are bound by medical secrecy: they implement measures to ensure the confidentiality of information concerning you. Medical confidentiality is not enforceable against the patient: the clinic's practitioners provide information to patients in compliance with the applicable ethical rules. Paramedical staff (nurses, care assistants, physiotherapists, etc.) are involved in providing this information within their area of competence and in compliance with their own professional rules.
Organ and tissue donation is a gesture of fraternity and solidarity. Under the law applicable since 1 January 2017, each and every one of us is considered a potential organ donor. However, if you do not intend to donate an organ, you must compulsorily register on the "national refusal register" or draw up a document stating your refusal, which will then be entrusted to a dedicated person. It is therefore important that those close to you are aware of your choice at an early stage. For any questions: www.dondorganes.fr or www.agence-biomedecine.fr
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Line 2 to Rome,
Line 3 to Europe
Line 12 Saint Lazare stop,
Line 13 Liège stop
Lines 66 - 80 - 95
Saint-Lazare stop
Tél : 01 40 08 88 00
3-11, rue de Turin
75008 Paris
