Citizen Care Policy

 

The Foundation

The Foundation, as such, is called to serve the general interest, understanding that the common interest has, as its first reference, the dignity of the person as well as respect for their rights. The reason for the Foundation’s existence, Mission and Values, as well as its Code of Ethics are published on this website, are known by its collaborators and are easily accessible to the public. The Foundation must focus and emphasize compliance with its mission and application of its values as defined in this introduction.

Principles that apply its code of ethics in the different activities of the Foundation, regarding the citizens it interacts with.

The principles that guide the collaborators of Fundació Puigvert, in the different areas in which it works are:

  1. In the general field, regarding its clients and families, the Foundation respects the principles of the Universal Declaration of Human Rights of the United Nations, the Convention on the Rights of the Child, the rights and duties of patients established by the Department of Health of the Generalitat de Catalunya and Law 41/2002, basic, regulating the autonomy of the patient and the rights and obligations regarding information and clinical documentation. Regarding its collaborators, it is committed to non-discrimination based on race, color, nationality, social origin, age, sex, marital status, disability, sexual orientation, ideology, political opinions, religion, or any other personal, physical, or social condition of its collaborators, as well as equality of opportunities among them. The Foundation proactively guarantees the right to privacy and confidentiality of the data entrusted to it as responsible or in charge of its processing. The Foundation applies without reservation the current legislation on the protection of personal data. Non-public information that is owned or in custody of the Foundation will generally be considered confidential information and will be subject to professional secrecy, without its content being disclosed to third parties.
  2. In the care activity, patients are treated from a biological perspective and from a cultural, psychological, and social point of view. The care process is focused on achieving a secure diagnosis and effective therapy as soon as possible, while keeping the quality of life of the sick person and their freedom of decision at the center, ensuring the effective protection of their privacy and autonomy.
  3. In the legal-social field, the Foundation, to guarantee its continuity and achievement of its mission, must be managed with business criteria. These criteria will be governed by principles of social responsibility and commercial ethics, prohibiting the use of abusive commercial practices, unfair competition, or misleading advertising.
  4. In the social and environmental field, the Foundation is an Institution that firmly believes that entities, especially those that dedicate their activity to serving patients, must show a special sensitivity regarding their social responsibility. For this reason, the Foundation mainly focuses its actions on corporate social responsibility to carry out, in the most efficient way and with the highest quality, its care and health education activities for patients and families, through internal and external activities such as health education and awareness campaigns, collaboration and ongoing dialogue with entities, associations, and schools, etc. The application of corporate social responsibility at Fundació Puigvert also encompasses responsible consumption, energy saving, proper waste management, and environmental care, minimizing, as much as possible, the negative impact that its activities may have, in harmony and commitment to contribute to the achievement of the Sustainable Development Goals of the 2030 Agenda of the United Nations. The Foundation also promotes the advancement of teaching and research and other aspects aimed at fostering the well-being of its collaborators or their social environment.

Regarding citizen participation, the Foundation aims to

  • Listen to and understand in detail the expectations, needs, and demands of our clients by acting continuously and interactively with representative associations and entities.
  • Provide accessible institutional channels for citizen participation and ensure that professionals are proactive in receiving and appropriately channeling opinions.
  • Address complaints or disagreements from users and their families as a clear opportunity for improvement.

Regarding care quality, the Foundation has the following objectives

  • As far as possible, expedite the procedures that citizens require.
  • Anticipate the needs of patients and companions over any other interest.
  • Ensure the provision of accessible, effective services that are aligned with scientific evidence.
  • Ensure the best problem-solving capacity.
  • Promote a culture of Patient Safety.
  • Promote continuous improvement in service provision and organization, applying the most advanced available technology, which can be achieved, both in communication and in queue management, etc.
  • Promote adequate motivation and professional development as a tool for quality assurance.
  • Proactively analyze the technical and perceived quality of care at Fundació Puigvert.
  • Provide adequate information about processes and assist in the autonomous and responsible decision-making of patients regarding their care process.
  • Training for patients and families.