1. Basic Principles

1.1. In the field of healthcare, the rights and well-being of citizens take precedence over the interests of medicine and medical science.

1.2. Georgian legislation regarding citizens’ rights in healthcare consists of the Constitution of Georgia, international treaties and agreements of Georgia, the Law of Georgia “On Health Care,” this law, and other normative acts.

2. Patient Rights

2.1. To request and receive recognized and established medical services from the clinic.

2.2. To seek a second opinion from another doctor or medical institution regarding the medical services to be provided.

2.3. To choose and change the medical service provider.

2.4. To receive information about possible circumstances that may worsen or improve their health condition.

2.5. To receive information about the possible consequences of refusing medical services.

2.6. To receive information about their health condition in a language understandable to them.

2.7. To demand full confidentiality of their medical documentation or personally determine who may receive such information.

2.8. To provide prior written consent or refusal regarding life-sustaining treatment in the event of unconsciousness if they have an incurable disease.

2.9. A minor patient has the right to receive information about their health condition and treatment in a manner appropriate to their age and level of mental development.

2.10. To require the clinic to respect their dignity, traditions, religion, and personal values.

2.11. To require the clinic not to discriminate based on race, skin color, gender, origin, ethnicity, language, religion, political or other opinions, social status, property or title, place of residence, or any other characteristic.

2.12. To review their medical records and request copies.

2.13. To receive comprehensive information from the clinic regarding their health condition and the medical services to be provided, including costs and payment conditions.

2.14. To discontinue medical services in accordance with the law.

2.15. Before receiving medical services, to inform the clinic in advance about the identity of the decision-maker in case they become unconscious or lose the ability to make informed decisions, including the person’s name, surname, and personal identification number.

2.16. To know the identity of the doctor and nurse.

2.17. To receive information about the rules and regulations in force at the clinic.

2.18. In the case of referral, to receive comprehensive information about the necessity and reasons for the referral.

2.19. If the clinic does not provide the medical services needed by the patient, to receive information about alternative medical institutions.

2.20. To receive comprehensive information about the expected treatment outcomes, prescribed medications, and required diet.

2.21. To receive information regarding the protection of their medical history.

2.22. To express dissatisfaction or opinions regarding the clinic staff or environment.

2.23. To receive immediate medical assistance in emergency situations.

2.24. To refuse the use of their treatment process for educational purposes.

2.25. To consent to the use of their treatment process for educational purposes.

3. Patient Responsibilities

3.1. To provide complete information about their health condition in order to ensure proper medical services and accurate medical documentation.

3.2. To provide full information about previously experienced illnesses.

3.3. To inform the doctor about allergies.

3.4. To provide a valid identification document, actual residential address, and contact phone number.

3.5. To confirm consent to medical services and related payment by signing the agreement.

3.6. To pay for medical services according to established procedures and rates.

3.7. To assist the clinic in providing complete and uninterrupted medical services.

3.8. To strictly follow the doctor’s prescriptions and recommendations.

3.9. To respect the rights of other patients in the clinic.

3.10. Not to record videos of ongoing processes in the clinic in a way that other patients appear in the footage.

3.11. To strictly follow the clinic’s internal regulations, including smoking and electrical appliance usage rules.

3.12. To protect and care for the clinic’s property.

3.13. In case of planned treatment, to arrive at the clinic on time and notify the clinic representative in advance in case of delay.

3.14. To provide the clinic with information regarding chronic medications being taken.

3.15. To participate in treatment planning by asking questions.

3.16. To treat clinic staff with respect.

3.17. To inform the treating physician in case of changes in their health condition.

Basis:

  • Constitution of Georgia, “On Patient Rights”
  • Law of Georgia “On Medical Practice”
  • Law of Georgia “On Health Care”
  • Law of Georgia “On Personal Data Protection”
  • Law of Georgia “On Protection of Patient Rights”
  • Guidelines of the Australian Council on Healthcare Standards (ACHS)

Appendix

1. Purpose

1.1. To improve the quality of medical services and protect patient health, rights, and safety by reviewing complaints, recording cases, analyzing them, and identifying the best resolution methods.

1.2. To develop a mechanism that identifies and manages patient complaints in a timely and effective manner in order to increase customer satisfaction.

2. Content

Management of patient complaints.

Definition of a complaint: Expression of dissatisfaction that requires a response.

Complainant: A person authorized to express dissatisfaction on their own behalf or on behalf of another person, such as:
i. A close relative or guardian of the patient;
ii. Any person appointed by the court as the patient’s representative;
iii. The patient’s legal/authorized representative.

Responsible Persons:

  • Structural unit responsible for patient relations.
  • Patient Complaints Management Committee.

Are you dissatisfied and would you like to file a complaint?

Within 48 hours of receiving the complaint, a clinic representative will contact the patient to discuss the details.

Yes

No

The complaint will be forwarded to the relevant committee.

Is it possible for your issue to be resolved through verbal communication with our representative?

The patient is satisfied with the result.

Yes, the issue stated in the complaint has been resolved.

The committee’s decision will be final.

The complaint will be recorded in writing.

The complaint will be reviewed and appropriate action will be taken within 7 working days.

3. Procedures to be Implemented

Management of Verbal Complaints

Verbal complaints are usually recorded during the first contact, such as at the registration service and/or reception department. It is preferable that the complaint be reviewed and resolved at this stage whenever possible to avoid lengthy review procedures.

If the complaint cannot be resolved through verbal communication with the patient, it will proceed to a higher level — to the patient relations service or authorized person — for written documentation and review.

Management of Written Complaints

Written complaints must be submitted using the signed form provided in Appendix #2 at the registration service, via email at: Info@animaclinic.ge, or by phone at: 032 2 11 00 08.

These complaints must be forwarded to the clinic’s Patient Relations Department, which will establish feedback communication with the patient within 48 hours using the most appropriate communication method while considering personal data protection.

Patient complaints must be reviewed and resolved no later than within 7 working days. If investigating the circumstances of the complaint, gathering evidence, and making a decision requires more than 7 working days, the patient will be informed in writing and notified about the estimated additional timeframe.

The Patient Complaints Committee must review the complaint and make a decision within 30 calendar days.

The Patient Relations Department is obliged to analyze, investigate, and prepare an appropriate response to the complaint. The complainant must be informed of the decision made.

If the complainant is dissatisfied with the response, the person responsible for patient relations is obliged to transfer the complaint to the relevant committee for review. The committee’s decision after reviewing the complaint shall be final and not subject to further appeal.

The committee is obliged to inform the patient about other complaint mechanisms, such as:

The clinic evaluates the complaint management process and establishes feedback communication with complainants to assess their satisfaction with the complaint resolution.

4. Committee Members

4.1. Committee Chairperson – Executive Director
4.2. Committee Secretary – Lawyer
4.3. Committee Member – Clinical Director

Ensuring Patient Satisfaction

1. Patient-Centered Care

Respect for Patient Values

Staff must respect patients’ personal preferences, values, and needs in their care.

Individual Care Plans

Care plans should be tailored to each patient’s unique needs to ensure treatment aligns with the patient’s health goals.

Informed Decision-Making

Ensure that patients are fully informed about their diagnosis, treatment options, and potential outcomes so they can actively participate in decision-making.

2. Communication Standards

Clear and Compassionate Communication

Hospital staff should communicate with patients and their family members clearly, politely, and compassionately.

Timely Information

Provide patients and their relatives with timely information regarding waiting times, test results, and changes in care plans to minimize anxiety and frustration.

Multilingual Support

Provide interpreter services for patients to ensure they understand their care.

3. Service Quality

Efficient Care Delivery

Reduce unnecessary delays and ensure timely delivery of services, including diagnostics, treatment, and consultations.

Clean and Comfortable Environment

Ensure that patient rooms and public areas are clean, comfortable, and supportive of healing.

4. Safety and Comfort

Patient Safety Protocols

Implement policies to reduce medical errors, falls, infections, and other safety risks.

Pain Management

Offer effective pain management plans during treatment and recovery to improve comfort.

5. Staff Training and Professionalism

Empathy and Compassion Training

Provide ongoing staff training on empathetic communication, cultural sensitivity, and patient-centered care.

Professionalism

All hospital staff must maintain professional conduct and provide courteous and respectful care.

6. Feedback Mechanisms

Patient Surveys

Regularly collect feedback through surveys or follow-up calls to understand patient satisfaction levels and identify areas for improvement.

Complaint Resolution

Ensure there is a clear and accessible process for patients to report issues and that complaints are handled promptly and respectfully.

7. Continuous Improvement

Data-Driven Improvements

Use patient feedback, satisfaction data, and quality metrics to continuously improve policies, care practices, and services.

Recognition of Best Practices

Recognize and reward hospital staff who contribute to high patient satisfaction and demonstrate excellence in patient care.

4. Responsibilities of the Patient Complaints Management Committee

4.1. Review and analyze complaints reported by patients and staff.

4.2. Protect the confidentiality of complaints and complainants; implement actions required as a result of complaints.

4.3. Discuss complaints with relevant personnel and provide appropriate corrective recommendations.

4.4. Train staff in conflict and complaint management