The Zimbabwean Patients Charter PDF

The Zimbabwean Patients Charter A TRAINING GUIDE FOR HEALTHCARE PROFESSIONALS Produced By: Ministry of Health and Child Welfare (MOHCW) and Consumer Council of Zimbabwe  Int...

The Zimbabwean Patients Charter A TRAINING GUIDE FOR HEALTHCARE PROFESSIONALS Produced By: Ministry of Health and Child Welfare (MOHCW) and Consumer Council of Zimbabwe  Introduction For many decades the vast majority of the Zimbabwean population has experienced either a denial or violation of fundamental human rights, including rights to health care services. The Patient Charter aims to improve the relationship between patients and health care providers by helping or allowing the Ministry of Health and Child Welfare to: Listen to and act on people’s views and needs Set optimal standards of health services Provide health services which meet these standards The charter explains about: - The kind of service you can expect from the health care delivery system Your rights Your responsibilities and obligations How you can feedback on the quality of services you are provided  The Patient Charter The Charter is applicable to all health settings anywhere in Zimbabwe, including: – public hospitals – private hospitals – multi-purpose services – general practices – specialist rooms – day procedure facilities – community health centres – private allied health providers  Patients Rights 1- HEALTHY AND SAFE ENVIRONMENT Everyone has a right to a healthy and safe environment that will ensure their physical and mental health or well-being, including adequate water supply, sanitation and waste disposal, as well as protection from all forms of environmental danger, such as pollution, ecological degradation or infection. 2- PARTICIPATION IN DECISION-MAKING Every citizen has the right to participate in the development of health policies, whereas everyone has the right to participate in decision-making on matters affecting one’s own health. 3- ACCESS TO HEALTH CARE (a) Everyone has the right to access to health care services that include - a. receiving timely emergency care at any health care facility that is open, regardless of one’s ability to pay;  Continuation b. treatment and rehabilitation that must be made known to the patient to enable the patient to understand such treatment or rehabilitation and the consequences thereof; c. provision for special needs in the case of newborn infants, children, pregnant women, the aged, disabled persons, patients in pain, persons living with HIV or AIDS patients; d. counselling without discrimination, coercion or violence on matters such as reproductive health, cancer or HIV/AIDS; e. palliative care that is affordable and effective in cases of incurable or terminal illness; f. a positive disposition displayed by health care providers that demonstrates courtesy, human dignity, patience, empathy and tolerance; g. health information that includes information on the availability of health services and how best to use such services, and such information shall be in the language understood by the patient.  Continuation 4. KNOWLEDGE OF ONE’S HEALTH INSURANCE/MEDICAL AID SCHEME A member of a health insurance or medical aid scheme is entitled to information about that health insurance or medical aid scheme and to challenge, where necessary, the decision of such health insurance or medical aid scheme relating to the member. 5. CHOICE OF HEALTH SERVICES Everyone has a right to choose a particular health care provider for services or a particular health facility for treatment, provided that such choice shall not be contrary to the ethical standards applicable to such health care provider or facility. 6. TREATED BY A NAMED HEALTH CARE PROVIDER Everyone has a right to know the person that is providing health care and, therefore, must be attended to by only clearly identified health care providers.  Continuation 7. CONFIDENTIALITY AND PRIVACY Information concerning one’s health, including information concerning treatment may only be disclosed with informed consent, except when required in terms of any law or any order of court. 8. INFORMED CONSENT Everyone has a right to be given full and accurate information about the nature of one’s illnesses, diagnostic procedures, the proposed treatment and risks associated therewith and the costs involved. 9. REFUSAL OF TREATMENT A person may refuse treatment and such refusal shall be verbal or in writing, provided that such refusal does not endanger the health of others.  Continuation 10. A SECOND OPINION Everyone has the right on request to be referred for a second opinion to a health provider of one’s choice. 11. CONTINUITY OF CARE No one shall be abandoned by a health care professional who or a health facility which initially took responsibility for one’s health without appropriate referral or hand-over. 12. COMPLAINTS ABOUT HEALTH SERVICES Everyone has the right to complain about health care services, to have such complaints investigated and to receive a full response on such investigation.  Continuation 13. Right to Redress of Grievances a. A patient shall have access to appropriate grievance handling procedures bearing in mind that all health care delivery professions are not super humans. b. A patient shall have the right to claim for damages for injury or illness incurred or aggravated as a result of the failure of the health professional to exercise the duty and standard of care required of him or her while treating the patient. c. A patient shall have the right to legal advice as regards any malpractice by a health care professional. 
PATIENTS RESPONSIBILITIES Whilst you have the right to be heard, you also have an obligation to listen to medical instruction concerning your treatment. The patient and family shall provide accurate and complete information to assist the health professional to plan for your stay and treatment adequately. The patient and family shall produce proof for their inability to pay for health care services except in emergency cases as determined by the health care professionals. To avoid inconveniences to yourself and to others, follow referral chain and ensure you have the necessary documents to effect your access into hospital. Keep your hospital notes safe and clean, you will need them during your next visit or contact with the health services. The patient and family shall accept all the consequences of the patient’s own informed decisions.  Continuation The patient and family shall ensure that he or she understands the purpose and cost of any proposed investigations or treatment before deciding to accept it. The patient shall insist upon explanations until adequately informed and consult with all relevant persons before reaching the decision. The patient and family shall establish a good relationship with the health care provider and follow the treatment determined by heath professional primarily responsible for the patients care. The patient and family shall inform the health professional if the patient is currently consulting with or under the care of another health professional including traditional medical practitioners in connection with the same complaint or any other complaint. The patient and family shall keep appointments and shall inform the health professional.  Continuation The patients and family must be aware of the limits of health care providers. Patients should not expect a prescription at every visit, many illness are short term and do not require medication, remember you do not need a pill for every sickness Take your medicines exactly as instructed and complete any course of treatment. Do not share prescribed medicines. The patient shall conduct himself or herself so as not to interfere with the well being or rights of other patients or providers of health care.  SERVICES Admission and your stay in hospital In the event of am accident, illness or emergency, you will be attended to by competent health workers. You will be assessed and dealt with appropriately and immediately upon arrival. Whether you are admitted as an emergency case or not, hospital staff shall: Inform your relatives/next of kin or whoever you wish, where practicable. Keep your cloths and valuables in a safe and clean place. Give you clear information about your illness and condition and the treatment plan for your recovery. Give you clear information about domestic arrangements and any other information relevant to your stay in hospital  Outpatients Services Provided you have followed the referral chain and you do not require complex diagnostic procedures, you will receive treatment promptly. You have the right to clear information about your full treatment. Health workers will be happy to answer your concerns. You have the right to request for assistance or help when you require it. 
Community Services

Healthy services are based on the referral chain. This means that you are required to visit your local health centre on general practitioner in the first instance when you are not feeling well. However, if you are involved in an accident or emergency, you can go to the nearest hospital without referral. Village Community Worker (formerly known as village health workers (VCW) Environmental Health Technicians (EHTS) Field orderlies Community Based Distributors (CBDS) (Family Planning) Community Nurses T.B. Coordinators Health Centre Nurses  Continuation In the community, you have a right to: Communicate with health workers on matters which concern your health. You do not have to wait till you are ill. Continuing care at home, where there is need (e.g. invalidity, old age, recuperation, etc). When you are discharged, the hospital will arrange for continuing care with your nearest health facility if there is need. In the event that you request for an ambulance, it will be dispatched to you as soon as possible. However, arrival time will depend on distance, condition of the roads and availability of ambulances. 
Inter-Hospital Transfers
In some cases, it will be necessary for you or your child to be transferred to another hospital for continuation of treatment. If this is so, staff will: - give your information concerning the reason for the transfer and the arrangements to effect it. inform your relatives or whoever you wish of the transfer where such communication is possible. upon discharge, if need be, the relatives will be advised to take you home.  Free Services in Zimbabwe The following services are offered free of charge: Immunization for children Immunization for pregnant women Treatment for mental illness  COMMENTS Healthcare providers can contribute to the right of COMMENT by: Acknowledge and take seriously all comments and feedback made by patients and consumers Health service organisations can contribute to the right of COMMENT by: Having a quality improvement system in place that considers issues emerging from complaints  SUMMARY The Patients Charter has been endorsed by all Health Ministers for use in Zimbabwe. All participants have a role in ensuring the rights described in the Charter are realised. This will contribute to a safe and high quality healthcare.