Citizen service policy

The Fundació

As such, the Foundation is called to serve the general interest, while understanding that the common interest is based, first and foremost, on the dignity of the person, as well as respect for their rights. The raison d'être of the Foundation, its Mission and Values, as well as its Code of Ethics are published on this website, are known to all its co-workers and are easily accessible to the public. The Fundació must place its focus and emphasis on fulfilling its mission and applying its values, as defined in this introduction.

Principles the code of ethics applies in the Fundació's different activities, in terms of the citizens it interacts with.

The principles guiding the Fundació Puigvert's co-workers, in the different areas it operates in, are as follows:

  1. Generally speaking, as regards its clients and their families, the Fundació respects the principles of the United Nations Universal Declaration of Human Rights, the Convention on the Rights of the Child, the rights and duties of patients established by the Health Department of the Generalitat de Catalunya (Regional Government of Catalonia) and basic law 41/2002, which regulates patient autonomy and the rights and obligations regarding clinical information and documentation. As to its co-workers, it is committed to non-discrimination based on race, colour, nationality, social origin, age, sex, marital status, disability, sexual orientation, ideology, political opinions, religion or any other personal, physical or social condition of its co-workers, as well as equal opportunities among them. The Fundació proactively guarantees the right to privacy and confidentiality of the data entrusted to it as the party responsible for or in charge of its processing. The Fundació applies, without reservation, the current legislation on personal data protection. Non-public information that is the property of or in the custody of the Fundació shall generally be considered confidential information and shall be subject to professional secrecy, without its content being made available to third parties.
  2. In its care activity, patients are treated from a biological perspective as well as a cultural, psychological and social point of view. The care process focuses on achieving a safe diagnosis and effective therapy as soon as possible, while maintaining the patient's quality of life and their freedom of decision, as well as ensuring the actual protection of their privacy and autonomy.
  3. In the legal and social sphere, the Fundació has to be managed according to business criteria in order to ensure its continuity and the achievement of its mission. These criteria shall be governed by principles of social responsibility and business ethics, whereas the use of abusive business practices, unfair competition or misleading advertising shall be prohibited.
  4. In the social and environmental sphere, the Fundació, as an institution, firmly believes that entities, especially those that dedicate their activity to serving their patients, must convey special sensitivity regarding their social responsibility. Thus, the Foundation mainly focuses its actions on corporate social responsibility to perform its healthcare and health education activities for patients and their relatives in the most efficient way and with top quality, through internal and external activities, such as health education and dissemination campaigns, collaboration and ongoing dialogue with entities, associations and schools, etc. The application of Corporate Social Responsibility to the Fundació Puigvert also includes responsible consumption, energy savings, proper waste management and environmental care, as well as minimising, as far as possible, the negative footprint its activities may have, aligned with and committed to contributing to the achievement of the Sustainable Development Goals of the 2030 United Nations Agenda. The Fundació also encourages teaching and research and other aspects, aimed at promoting the well-being of co-workers and their social environment.

As to citizen participation, the Fundació suggests the following:

  • Listening to and knowing in detail the expectations, needs and demands, while continuously and interactively working with associations and representative entities.
  • Featuring accessible institutional channels for citizen participation and ensuring the professionals' proactive response when receiving and channelling opinions appropriately.
  • Addressing complaints or disagreements by users and their families as a clear opportunity for improvement.

In terms of healthcare quality, the Fundació's objectives are as follows:

  • To the extent possible, expedite the procedures the citizen may require.
  • Anticipate the needs of patients and companions over of any other interests.
  • Ensure that we offer accessible, effective services that are aligned with scientific evidence.
  • Ensure the best problem-solving capacity.
  • Promote a culture of Patient Safety.
  • Promote ongoing improvement in terms of provision and organisation, while applying the most advanced technology available, both in communication and queue management, etc.
  • Promote suitable motivation and professional development as a quality assurance tool.
  • Proactively analyse the technical and perceived healthcare quality at the Fundació Puigvert.
  • Provide appropriate information about the procedures and help patients to make independent and responsible decisions about their care process.
  • Training for patients and relatives.