Patients' right to information has been asserted over the years. Patients are increasingly demanding this right, and legislative developments are keeping pace with this trend.
You will find all the information you need on the patients' rights website and in the information booklet published by the Fédération de l'Hospitalisation Privé.
The Users' Commission
Decree no. 2005-213 of 2 March 2005 defines the composition and operating procedures of the CDU (Users' Commission). This commission is set up in each public or private health establishment and ensures that users' rights are respected and facilitates their procedures.
The clinic and all its staff are bound by medical confidentiality: they take steps to ensure that your medical information remains completely confidential.
All information concerning your state of health will be given to you during interviews with your doctor. You will make decisions about your health with your doctor, based on the information (benefits and risks) he or she provides. Your consent is essential and will be sought. You may withdraw it at any time or reverse any decision to refuse treatment.
A medical file is kept within the establishment. It contains all the health information concerning you. You can access this information by making a written request to the management, enclosing a photocopy of your identity card.
This information can be given to you either directly or through a doctor of your choice. You may also consult your file on site, with or without the assistance of a doctor, as you wish.
The information requested in this way cannot be made available to you until at least 48 hours after receipt of your request, but it must be communicated to you within 8 days at the latest. However, if the information is more than 5 years old, this period is extended to 2 months.
If you choose to consult the file on site, consultation is free of charge.
If you wish to obtain a copy of all or part of the information in your file, you must pay the cost, which is limited to the cost of reproduction (and postage, if you wish to have it sent to your home address).
If you would like to know more about the rules governing access to your medical file, an information sheet is available in your department.
If you wish to access your medical file, please send a written request to the Director at the following address: 240 avenue des Poilus, 13012 Marseille.
During your stay, you may designate, in writing, a trusted member of your family to accompany you throughout your care and the decisions to be taken.
This person, whom the establishment will consider to be your trusted support person, will be consulted if you are unable to express your wishes or receive the necessary information to do so. If you so wish, this person will also be able to attend medical interviews so that he or she can take part in decisions concerning you. Please note that you can cancel your designation or change its terms at any time.
If you would like to find out more about the trusted support person, an information sheet is available in the departments and at the Admissions Office.
Please note: the TRUSTED PERSON may be different from the PERSON TO BE NOTIFIED.
Information concerning the health of minors or persons under guardianship is given to their legal representatives but also to the persons concerned in a manner appropriate to their maturity or discernment. The law of 4 March 2002 stipulates that the doctor may dispense with obtaining the consent of the holders of parental authority if the minor objects to being consulted. However, the minor must be accompanied by an adult of his or her choice. The doctor may disregard the recommendations of the parental authority or guardian if there are serious consequences for the health of the protected person.
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 and paramedical staff provide information to patients in compliance with the applicable ethical rules and within their area of competence.
If you do not wish your presence in our establishment to be disclosed, please inform the admissions office or the director of care as soon as you are admitted.
During your stay, certain information will be requested from you and will be processed by computer in accordance with the laws and regulations in force.
In order to analyse its medical activity, the clinic processes data contained in medical records by computer. This data will be sent to the doctor in charge of the Medical Information Department, in compliance with medical confidentiality.
You have the right to access and rectify information concerning you by submitting a written request to management, accompanied by proof of identity. You may also object, for legitimate reasons, to the collection or processing of your personal data, provided that this is not required by law.
However, in a largely computerised world, the law of 6 January 1978 provides solid safeguards to protect individuals from the dangers associated with the proliferation of files containing personal information. The Data Protection Act gives citizens specific rights to protect their privacy, and makes organisations that create personal data files accountable, by subjecting them to legal obligations. These obligations concern
Formalities for declaring files to the CNIL
Any person of legal age may, if they so wish, draw up advance directives setting out their wishes regarding the end of life, in the event that they are unable to express their wishes at that time. These directives will enable the doctor to know your wishes regarding the possibility of limiting or stopping the treatment then in progress. For your instructions to be taken into account, you must be over 18. Your directives must be less than 3 years old. They must be written by you, dated and signed, and you must give your full name, date and place of birth, or you may call on the services of two witnesses who will certify, on an attached document, that the document expresses your free and informed wishes. Your directives may be revoked at any time.
To ensure that your instructions are taken into account if this unfortunately proves necessary, you can leave them directly with the doctor treating you, who will keep them in your file. You can also keep them yourself or entrust them to the person of your choice. In this case, inform the care team of their existence. If you have written instructions, the doctor must take them into account. Their content takes precedence over any other non-medical advice, including that of your trusted support person.
The human factor is important and essential, whether in terms of care or risk factors.
Well-treatment is part of risk management as well as a continuous quality improvement process. The establishment implements a dynamic approach to caring for patients, based on their rights and life projects, from the moment they are admitted, throughout their hospital stay and right up to their discharge (transfer or return home). Professionals are made aware of the need to respect the needs, requests, choices and refusals of each patient.
If you are not satisfied with your care, 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 have received, 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 best to answer your questions.
All complaints must be sent in writing to the establishment's quality department by e-mail: raq.chantecler@almaviva-sante.com or by post: Clinique Chantecler - 240 Avenue des Poilus - 13012 Marseille. 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:
To make an appointment online, it's quick and easy
click on the link below and let us guide you.
From the A50: Take exit 5 "aéroport Marignane/Aix-en-Provence/Fos-sur-Mer/La Penne-sur-Huveaune/Saint Menet/La Valentine", continue towards La Valentine, then take the avenue "des peintres roux", the clinic is on your left.
From the A7: Take the "Belle de Mai/Cinq-Avenue" exit and join the Viaduc de Plombières/D4C. Turn left towards Malpassé/La Rose, then left towards Aubagne/Toulon/La Valentine/St Barnabé. Continue along Avenue des Olives towards La Valentine, with the clinic on your right.
La Rose stop, then take bus no. 4 towards La Valentine - "Poilus Siphon" stop
Line 7 towards Les 3 Lucs Enco de Botte - "les 3 lucs" stop, then line 4 towards La Rose - "Poilus Siphon" stop
Tél : 04 91 21 06 06
240 Avenue des Poilus
13012 Marseille
