Internal regulations for service consumers of GVM INTERNATIONAL LTD.

1. GENERAL PROVISIONS

1.1. Internal rules (hereinafter the Rules) are the legal document for patients of the Medical Center, GVM INTERNATIONAL LTD (hereinafter the Medical Center). The Rules are developed in accordance with Federal Law of the Russian Federation No 323-FZ of 21.11.2011 "On the fundamentals of health protection of citizen in the Russian Federation" and the issues of management of medical care quality" (hereinafter the Act), other regulatory acts establishing rules of behavior of patients in the health care facility in accordance with the legislation of the Russian Federation in the field of health care. The Rules are the regulations governing the treatment of the patient to the Medical Center, the rights and responsibilities of the patient, the rules of conduct in the Medical Center, the procedure for issuing medical disability certificates and other official documents valid on all patients seeking medical help.

These Rules are designed to implement the statutory rights of the patient, make bigger opportunities to provide  the patient with timely medical care of appropriate volume and quality.

1.2. The rules are obligatory for the staff of the Medical Center and all patients undergoing examination and treatment at the Medical Center.

1.3. The patient or his legal representative gets acquainted with the Rules orally.

1.4. The patient's representative should have issued a letter of attorney to represent the interests of the patient. Legal representatives of non-adult patients are their parents (adoptive parents, guardians).

 

2. PATIENT ACCESS

2.1. The Medical Center provides outpatient, consultative and diagnostic medical services by voluntary medical insurance programs; contracts with enterprises, institutions, organizations;  agreement on the rendering of services on a paid basis to all interested individuals.

2.2. In case of emergency treatment of citizens and inability to provide appropriate medical care in the current time, the staff of Medical Centre sends the patient to appropriate medical care facility.

2.3. In case of the patient encounter to the Medical Center in respect of whom there are reasonable grounds to believe that harm is caused as a result of unlawful actions, the Medical Center sends information to the local department of Ministry of Internal Affairs of the Russian Federation.

2.4. In case of encounter to the Medical Center of the patient with infectious disease the patient is sent to infectious diseases hospital.

2.5. If case of getting medical care the patient applies to the reception Desk of the Medical Center that provides patients with physician appointment and arranges physician home visit, if necessary.

The working hours of the Medical Center from Monday to Friday 8.00-21.30; Saturday 9.00-21.30; Sunday 9.00-20.00.

2.6. Admission of the patients by physicians of the Medical Center is carried out in accordance with the schedule. The physician has the right to break short the reception of patients for emergency medical assistance.

2.7. Pre-registration of patient on admission to the doctor of the Medical Center is performed by:

- personal visit the registry;

- call to the registry +7 (495)120-79-61/62.

2.8. Date and time of patient's physician appointment are determined taking into account the physician's schedule and the patient's wishes.

2.9. At the entrance to the Medical Centre the patients are advised to wear shoe covers or change shoes.

2.10. From September to May inclusive, the patient should leave outdoor clothes in the closet. Entering the Medical Centre in outdoor clothes is forbidden at any time of the year.

2.11. In case of the patient encounter, the contract for the provision of medical services in the form approved by the Medical Center is signed, as well as the patient record is established. For the contract the patient gives the following information:

2.11.1. personal data: full name, age, passport data, residential address and telephone number;

2.11.2. For children: a parent's passport data; birth certificate (for children up to 14 years old); passport data of the child of 14 years old and over;

2.11.3. In case of service provision under the program of voluntary medical insurance, the patient presents the original policy of voluntary medical insurance.

2.12. Before the appointment the patient is given a voucher indicating his/her surname, name, patronymic, the number of the cabinet, the name of the doctor, date and time of the appointment.

2.13. The time scheduled for the treatment of one patient may vary because of different degrees of complexity of treatment that can exceed the scheduled time. The patient will be informed by the medical staff.

2.14. Being more than 10 minutes late, the patient is received lastly if the doctor has free time, otherwise the patient is given another appointment date and time.

2.15. In case of unexpected absence of the physician and other extraordinary circumstances, the receptionist notifies the patient at the earliest opportunity.

2.16. If it is impossible to arrive at the scheduled time, the patient should notify the Medical Center by telephone as soon as possible.

2.17. The patient enters the physician's office at physician's invitation. It is not allowed to enter the physician's office without an invitation when there is another patient's reception.

3. PATIENT RIGHTS AND RESPONSIBILITIES

3.1. The patient has the right to:

3.1.1. Be treated in a safe, abuse-free environment.

3.1.2. Know the names and positions of people involved in your care by official name tags or personal introduction.

3.1.3. Receive considerate and respectful care in an environment that preserves personal dignity.

3.1.4. Appropriate assessment and effective management of pain.

3.1.5.  Appropriate referral.

3.1.6. Access, request amendment to, and obtain information on disclosures of your health information in accordance with law and regulation.

3.1.7. Refuse or give his/her informed consent before any diagnostic or therapeutic procedure is performed.

3.1.8. Expect that his/her medical records will be kept confidential, and access to the information is limited to those legitimately involved in his/her care. Patient's medical records are released only in cases of medical emergencies, in response to court-ordered subpoenas or to persons the patient specifies with written consent.

3.1.9. Receive the necessary information to participate in decisions about your care including cost, risks, benefits, limitations of and alternatives to diagnostic and therapeutic modalities.

3.2. Patient responsibilities:

3.2.1. Follow instructions concerning medications, follow-up visits, education recommendations, and other essential steps in your treatment plan and to notify the health care provider if this plan cannot be followed or if problems develop.

3.2.2. Ask questions if you do not understand the explanation of your diagnosis, treatment, prognosis, or any

instructions.

3.2.3 Follow all rules and regulations that are posted within the Medical Center.

3.2.4. Provide accurate information about present complaints, past illnesses, hospitalizations, medications, and other matters that are related to your health.

3.2.5. Inform your pharmacist when having your prescriptions filled about prescription and over-the-counter medications you are currently taking.

3.2.6. Help your health care provider assess your needs with respect to pain and to work with your health care provider to develop a pain management plan.

3.2.7. Arrive as scheduled for appointments and to notify Student Health in advance in case

3.2.8. Pay any charges billed to you

4. PATIENT CODE OF CONDUCT

4.1.Prohibited actions

• Excessive noise obtrusive to others (staff, other patients & visitors)
• Use of threatening / abusive / obscene language or any form of shouting
• Offensive remarks of a racial, sexual or personally derogatory nature
• Demands for appointments or services despite being advised they are full
• Damage to property
• Theft
• Spitting
• Threatening/aggressive gestures and/or actions
• Inappropriate behaviour involving alcohol / substance misuse

4.2. Photography/videography: due to patient privacy policies, taking photos or videos in common areas of the hospital is not permit-ted. In a patient room, you may not photograph, videotape or record audio of any medical pro-cedure. You also may not photograph, videotape or record audio of any physician, nurse or staff without their permission.

4.3. In case of incorrect behaviour of the patient, rude statements to medical personnel the physician can refuse a patient for observation and treatment (except in an emergency).

4.4. The presence of attendants in the physician's office, except the legal representatives of the patient is allowed only with the permission of the physician (at the written request of the patient).

4.5. In the Medical Center one should:

- maintain cleanliness and order. Rubbish, used personal hygiene products should be thrown only in the bins for garbage, used shoe covers should be placed in a special ballot box located in the foyer of the Medical Center. Throwing garbage and shoe covers on the floor is strictly prohibited!

- have good personal hygiene.

4.6. For security reasons it is prohibited to enter the Medical Center with large bags and packages. Baby strollers must be left in the vestibule of the Medical Center entrance.

4.7. During SARS epidemics it is recommended to use individual means of protection: gauze or other dressings intended for protection against respiratory infection.

4.8. Before performing certain types of services the patient must sign the informed consent to perform certain types of services (or the refusal to perform certain types of services), after analyzing the text.

4.9. The patient has the right to obtain from the attending physician, the anesthesiologist, the operating surgeon all the necessary information about the planned examination, treatment and/or surgical intervention (including alternative methods of treatment and diagnosis).

4.10. The patient should immediately inform the physician about the deterioration of his/her health. In the absence of the attending physician, pass this information to the receptionist of the Medical Center.

4.11. The staff of the Medical Center has the right to exit the patient from the Medical Center in case of failure to comply with the rules of conduct (with the exception of emergency care).

5. THE PROCEDURE OF CONFLICT RESOLUTION BETWEEN THE MEDICAL CENTER AND THE PATIENT

5.1. In case of violation of the rights of the patient he/she (his/her legal representative) may file a claim (complaint) which is made through the registry, and is transmitted for consideration to the chief physician. Claim (complaint) may be made in the book of complaints and suggestions or on the website of the Medical Center. For prompt response leave a contact phone number, or e-mail.

5.2. Claim (complaint) is to be considered within 10 days. The claim (complaint) response in writing is to be sent to the patient by mail specified or it can be handed personally at the agreed time at the request of the patient. The response of the claim (complaint) posted on the website of the Medical Center is sent electronically to the email address specified by the patient.

6. THE PROCEDURE FOR PROVIDING INFORMATION ON THE HEALTH STATUS OF THE PATIENT

6.1. Information on health status is provided to the patient that meets the requirements of medical ethics in an intelligible form. It should contain information about the results of the survey, the presence of the disease, diagnosis and prognosis, methods of examination and treatment, associated risks, possible options for medical intervention and their consequences, as well as the results of the treatment and possible complications.

6.2. With regard to minors and persons who have been established legally incapacitated, the information about the patient's health status is given to the legal representative.

6.3. The information contained in the medical records is confident and may be released without the patient's agreement and his legal representatives only for reasons stipulated by the Law.

7. PROCEDURE OF ISSUING MEDICAL DISABILITY CERTIFICATES, EXTRACTS FROM MEDICAL RECORDS OF THE PATIENT OR OTHERS

7.1. The procedure of issuing medical disability certificates, as well as extracts from medical records is regulated by the current legislation.

7.2. The document that certifies the temporary disability of the patient is medical disability certificate (for students and high school students it is "Form 095/u"), approved by Order of the RF Ministry of Public Health from 29.06.2011 № 624n

7.3. For registration of medical disability certificate the patient must present the passport (other document proving the identity, in accordance with the law) as well as accurate information about the place of employment. Medical disability certificate is issued on the day of the patient's encounter or on the day of completing sick leave.

7.4. At the request of the patient, he may be issued a certificate of illness (does not go for medical disability certificate) or an extract from the patient record. On the basis of a written application of the patient (The order of the Ministry of Health and Social Development of the Russian Federation of August 14, 2008 No. 425n).