Good quality social and health care means that clients get the help they need at the right time and in the right place. Care should be safe, fair, effective and focused on what the client really needs. It also means respecting the client’s dignity, beliefs and privacy. These ideas are not random, they are based on Finnish laws, such as the Health Care Act, Social Welfare Act, Patient Rights Act and different national quality guidelines. These laws say how clients must be treated and what rights they have in services.
Clients also have the right to get clear information about their health, different treatment choices and the possible effects of these treatments. They have the right to ask questions, get explanations and make decisions about their own care. This also includes the right to refuse treatment, even if professionals recommend it.
If good care does not happen in practice for example the client feels ignored, unsafe, or not respected something should be done. First, the client can talk with the worker or the supervisor. Many problems can be fixed through open discussion, because sometimes the issue is a misunderstanding. If the problem continues, the client can write a complaint to the health care unit, or fill an official objection.
The Social and Patient Ombudsman in Finland helps clients understand these rights. The ombudsman is a neutral person who supports clients if they have problems with care or if they feel they were treated unfairly. People can contact the ombudsman when they need advice, when they want to make a complaint, or when they feel their rights were not respected. The ombudsman does not punish anyone, but they help solve problems and improve the quality of care. Their work is based on the Patient Rights Act and the Social Welfare Client Act, which require that every client is treated with fairness, safety and respect.
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