Every patient has rights, which are defined in law of 24 july 2014 on the rights and duties of patients.

These rights protect patients and guarantee their autonomy, respect for their individual freedoms, and dignity within the hospital where they are being treated. Patient information plays a vital role in their care and allows them to exercise their right to actively participate in decisions about their treatment. Patients are involved in decisions concerning their health, whether in terms of prevention, diagnosis, or medical procedures. For more information about your rights, please do not hesitate to ask the medical or nursing staff.

Information about your state of health

You have the right to information about your health and its likely development (Art. 8).

You may wish to be kept unaware of a diagnosis, prognosis, or information about your health or its likely development. You must be able to express this wish to the healthcare professional, who must respect it, except in cases where the law provides otherwise.

The healthcare professional is required to provide you with the following information in a timely manner, as far as possible, to allow you sufficient time to reflect:

• Adequate information on the objectives and foreseeable consequences of the proposed care,
• Their benefits,
• Their possible urgency,
• The risks or frequent and serious events that are generally known, assessed taking into account the specific characteristics of the patient,
• Any possible alternatives or treatment options,
• The foreseeable consequences of refusing care.

Agreement and refusal of treatment

You are free to make decisions about your health. No treatment can be provided without your consent.

Following the medical consultation, your referring doctor will give you all the necessary information about the proposed treatment plan and will provide you with two copies of the treatment agreement for care at CFB.

If you accept the treatment, this treatment agreement must be completed and signed. You keep one copy and give the second copy to the ATM-Rx who will welcome you during the consultation before the virtual simulation.

The treatment agreement will be added to your patient file.

You can withdraw your consent at any time. Your doctor will then have to inform you of the possible consequences of this choice for your health. If, despite the information provided, you still wish to discontinue your treatment, you must complete the "withdrawal of consent" section on the treatment agreement form.

Access to your medical file

Your Shared Care Record (DSP)

The DSP is your free, personal, and secure electronic health record.

It contains all the health data relevant to your current and future care, thereby facilitating the coordination of your care.

You are the manager of your shared care file. This means that you can grant or deny access to the healthcare professionals of your choice.

Visit the eSante agency website to access your file.

Your file at CFB

You have the right to access your medical file. Your patient file at the Center contains medical, care, and administrative documents and includes all information relevant to the evolution of your condition. You can request items from your file or a complete copy of your file.

Your request must be sent to the Center's administrative office, which will initiate the appropriate procedure to prepare a copy of the requested items.

You can make your request verbally to the administrative office, which will initiate the corresponding internal procedure. You can collect the items from the file at the administrative office, which will contact you for this purpose.

If the file is to be handed over to a third party, you must provide them with a power of attorney for this purpose.

You may request to consult your file at the secretariat or with the medical staff of the relevant department, indicating preferably whether you will be alone, accompanied by a third party or by a doctor.

Your right to be accompanied

You have the right to be assisted in your healthcare decisions and procedures by a third party (known as a "patient companion"), who may or may not be a healthcare professional, and whom you are free to choose.

However, the healthcare professional may, at any time, decide to speak with you without your companion present if they deem it necessary.

Patients who do not speak one of Luxembourg's official languages (Luxembourgish, French, German) may be assisted by someone who does.

The right to designate a trusted person

The trusted person acts as the "spokesperson" for a patient who is no longer able to make decisions about their own health. The trusted person should not be confused with the patient's companion.

The trusted person exercises the patient's rights in relation to their health if the patient is no longer able to make decisions about their health themselves. The role of the trusted person is to speak on behalf of the patient and act on their behalf if they are no longer able to make decisions about their health.

You can designate a trusted person from among your friends or family who will express your wishes to the medical team if you are unable to do so.

A document available on the guichet.lu website (link) must be completed, dated, and signed by you. This document must be given to the healthcare professional so that it can be included in your patient file, either as an original or a copy.

Professional confidentiality is waived with regard to the trusted person, who may access the medical file by exercising the rights of the patient who is unable to act on their own behalf.

Communicating your advance directives (see Law of March 16, 2009 on palliative care, advance directives, and end-of-life support)

Advance directives are a written document in which a person sets out their wishes regarding end-of-life issues, in particular the possibility of continuing, limiting, stopping, or refusing certain treatments. Writing them is a voluntary act and is not mandatory.

Doctors are required to respect advance directives except in life-threatening emergencies, during the time necessary for a full assessment of the situation, or when the patient's medical condition does not correspond to the circumstances described in the advance directives. In such cases, the decision not to apply the advance directives must be made collectively by the doctor and the healthcare team after consulting the trusted person or, if this is not possible, the family or close relatives of the person concerned.

Advance directives must be written, dated, signed, and authenticated with the author's full name, date of birth, and place of birth. Advance directives are valid indefinitely and can be changed at any time.

If you wish to make your advance directives known in the context of your care at the Center, please provide a copy to the healthcare professionals responsible for your care. Your advance directives will be scanned and included in your patient file.

Your advance directives may be modified or revoked at any time.

*** Palliative care association

Respectful care

Your privacy must be respected at all stages of your care at the Center. If you feel that your privacy is not being respected, please do not hesitate to discuss this with the professionals caring for you.

The healthcare facility must respect the beliefs and convictions of the people it cares for. However, the expression of religious beliefs must not interfere with the functioning of the service, the quality of care, hygiene rules, or the peace and quiet of other patients.

The facility takes the necessary measures to ensure your peace and quiet and that of other patients and to minimize any disturbance.

Treatment schedules are organized to minimize your travel and waiting times on site.

Protection of your personal data

Centre François Baclesse attaches great importance to transparency and commits to building strong, lasting relationships with our patients based on trust. In line with this philosophy, the protection of your personal data is essential to us and we wish to inform you, through this personal data protection policy, about how we collect and process this data.

You will find a document detailing our personal data protection policy in the folder you will be given upon admission.

We only keep your data for as long as necessary for the purposes for which it was collected, in accordance with legal requirements.

In the case of a patient file, Centre François Baclesse is legally required to keep your hospital patient file for at least 10 years. However, according to Article 63 of the Code of Medical Ethics, this period may be extended if the nature of the illness requires a longer period. The CFB therefore keeps the data relating to your medical file for the time strictly necessary to ensure optimal care in the event of a recurrence.

We may disclose your personal data to CFB employees, doctors involved in your care, or our service providers, but only to the extent necessary for them to perform their duties.

We strictly require our service providers to use your personal data solely for the purpose of managing the services we ask them to provide. We also require these service providers to always act in accordance with applicable data protection laws and to pay particular attention to the confidentiality of this data.

Expressing your experience and giving your opinion

Express your satisfaction at the end of your care

Did your care meet your needs and were you satisfied?

Please feel free to complete the satisfaction questionnaire available in the white folder given to you upon admission. It contains a few questions about your experience at the CFB and you can include any comments you wish to bring to our attention. These questionnaires are anonymous. Once completed, you can place your questionnaire in the box provided for this purpose in the waiting rooms. You can also hand in your questionnaire to the reception desk or send it to us by post or email.

Talk to one of our healthcare professionals about your care

Do you have any questions or concerns about your care? Our healthcare professionals are available to listen to you and guide you.

Your referring doctor is available during your weekly follow-up consultation if you would like to discuss your health with them (information about consultation scheduling is available on the TV screens in the waiting rooms on level 1).

You can also ask to speak to our care manager, who will be able to meet with you to discuss your concerns and provide guidance and advice within their area of expertise.

A team of case managers is also available to support you during your care. These are nurses who coordinate our patients' care pathways.

Making a complaint

In the course of providing healthcare, incidents and errors can occur, with consequences for patients and their families. All these factors, and many others, mean that the relationship between healthcare providers, their patients, and the patient's loved ones is not always without difficulty.

Before contacting the healthcare mediator or another third party, discuss the matter openly with your referring doctor or other healthcare teams as part of your care relationship.

You can also write a formal letter setting out all the facts supporting your complaint. This letter will be forwarded to the unit responsible for handling complaints and claims, where it will be carefully reviewed and a response will be provided, either in the form of an explanatory letter or a proposal for a mediation meeting to discuss the issues concerned.

The National Health Information and Mediation Service

Patients may refer the matter to the National Health Information and Mediation Service, which was set up by the Ministry of Health. Complaints may be submitted in writing or orally. Patients must provide written authorization so that this service can obtain all relevant information relating to the case referred to it, including medical, healthcare, and administrative information from the patient's file. It may obtain any useful information from social security organizations or other administrative bodies.

In this regard, the service performs the following tasks:

• Preventing questions and complaints by promoting communication between the patient and the healthcare provider
• Providing information on the organization, functioning, and rules of procedure of mediation in the field of healthcare
• Conducting, with the agreement of the parties, a mediation mission in a dispute concerning the provision of healthcare
• Providing information and advice to patients on other options for judicial or extrajudicial settlement if no solution can be found through mediation.

To write to us:

François Baclesse Center
Executive secretariat
Rue Emile Mayrisch
L-4240 ESCH SUR ALZETTE

To send us an email:

contact@baclesse.lu