When a patient experiences difficulties in accessing medical care or feels that their rights are being violated, they may file a complaint with the Patient Office
By: Katherine Ardila
Mayo 07, 2024
At a recent ExpoSalud event, an educational session led by Ms. Evelyn Esquilín, educator in health of the Office of the Prosecutor of Patient (OPP), emphasized the importance of knowing and exercising the rights and responsibilities of patients in the healthcare system. The Office of Patient, a government agency in Puerto Rico, is responsible for ensuring compliance with these rights and works collaboratively with all health plans, including Medicare Advantage.
In the healthcare system, patients have rights and responsibilities that must be recognized and fulfilled by all parties involved. One of these rights is access to quality and timely medical care, which implies that patients must receive a level of care that meets accepted standards of medical practice and is provided at the appropriate time for their needs.
However, there are instances where patients may face situations that do not meet expected standards, such as denial of medical services, delays in providing services, lack of access to prescription medications, or lack of clear answers to their questions from healthcare professionals. In such cases, patients have the right to seek help from regulatory organizations like the OPP.
The Office of the Attorney General Patient plays a crucial role in investigating and prosecuting organizations or doctors that violate patient rights. “We serve, investigate, and prosecute the organization or doctor that violates the rights of some patients,” explained Lcda. Esquilín. Issues such as the quality of care provided, denial of medications, denial of explanation of the diagnosis by the doctor, or late services are investigated by this office, which has the authority and resources to take corrective action when necessary.
Patients who experience a violation of their rights can contact the OPP to file a complaint, with a guarantee of an initial response within 24 hours of receiving the call. Medical professionals are also authorized to contact the office if necessary. To report a violation of rights in healthcare, individuals can call 1-800-981-0031.
Once a complaint is received, it is evaluated, and if a violation of rights is confirmed, a formal complaint process is initiated against the institution or professional involved, based on current legislation. A complaint number is assigned, and an officer from the office will contact the victim to classify and follow up on the case immediately.
The counseling center team at the OPP is comprised of trained professionals, including nurses, social workers, and healthcare graduates, dedicated to providing necessary guidance and support during the complaint process.
Patients also have responsibilities in managing their healthcare, such as communicating openly with their doctors to fully understand their prescribed medications. It is crucial to ask questions about the medication, side effects, and other relevant information to ensure quality care. Patients should also ensure that prescriptions include necessary information and signatures to avoid rejection by healthcare plans.
In conclusion, both patients and healthcare professionals must make use of the tools available to regulate public health issues and ensure the protection of patient rights. Simple issues can escalate when healthcare rights are violated, underscoring the importance of awareness and advocacy in the healthcare system.