Patient Rights Training for Healthcare Staff

Training agenda

Understanding patient rights

Personal responsibility of staff members

Building relationships and reducing complaints

Professionalism and confidence at work

The European Charter of Patients’ Rights

Patient rights violations and breaches

Patient Rights Training — Course Overview

This training focuses on patient rights and what they mean in practice for a healthcare facility. Complying with these rights helps protect the organization from justified claims, penalties, and sanctions imposed by the National Health Fund (NFZ) and/or the Patient Ombudsman (RPP). Responsibility also rests with staff members—everyday decisions and communication matter.
The course is delivered in an interactive, engaging format, so participants not only understand why patient rights are essential and what the legal foundations are, but also remember the real-life situations they may face.
This training is not a boring lecture—it can be an engaging, practical learning experience based on real examples. During the session, we also discuss when patients submit complaints (and to whom), and why it is worth building strong relationships with patients and their families.

Format: in-person training delivered at the client’s premises or another location anywhere in Poland.
in-person training delivered at the client’s premises or another location anywhere in Poland.
Key legal scope and topics covered:We discuss the fundamentals of patient rights defined in the Polish Patient Rights Act of 6 November 2008 on Patient Rights and the Patient Ombudsman, as well as the European Charter of Patients’ Rights. The training covers, among others:
The right to free healthcare services (within the applicable system)
The right to dignity and privacy
The right to clear and comprehensive information about one’s health condition
The right to confidentiality
The right to give informed consent to healthcare services
The right to access medical records related to one’s health condition and provided services
The right to respect for private and family life
The right to pastoral care
The right to object to a doctor’s opinion or decision
Patient rights in clinics, health centers, outpatient units, pharmacies
Patient rights in hospitals
The right to pursue one’s rights
The right to report adverse reactions to medicinal products
The right to deposit valuables for safekeeping
Real cases of patient rights being breached or violated
Situations where patient rights may be lawfully limited
Legal consequences of non-compliance
Staff accountability for safeguarding patient rights
The European Charter of Patients’ Rights in everyday practice

Duration

8 hours (1 day)

Format

Interactive presentation, team workshops

Target audience

Patient service, doctors, nurses, medical registrars, medical facility administrative staff

Methods used

Facilitated discussions, short lectures, group exercises, individual work, case studies, workshops, and role-playing

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Why choose this training?

You can learn patient rights from the law or a website—but most people don’t deepen this knowledge on their own.
This course shows how patient rights work in real-life situations through practical examples—rather than “dry” legal clauses written in legal language.
A key factor in compliance and risk reduction is knowing when a patient (or family member) raises a concern—and what to do next.
Negative perceptions of healthcare affect 39% of patients (Siemens Healthcare report, 2019), increasing the risk of complaints.
Focusing on patient well-being through excellent service at every stage—from registration, through procedures, to the doctor’s office—significantly reduces the risk of complaints related to breaches of patient rights.
The active workshop format and team exercises are consistently rated highly and make it possible to offer the A to Z Quality Guarantee.
Patient rights training also strengthens empathy and improves the overall patient experience.

Benefits for the organization

What participants will learn

Understand and apply patient rights in practice
Know the consequences of breaching patient rights
Follow best practices in day-to-day work with patients
Feel more confident when communicating with patients and their families—and avoid being pressured by unfounded threats
Recognize how strong relationships and professional care help prevent patient complaints
Navigate regulations and reliable sources related to patient rights
Take responsibility for their own patient interactions and understand the necessity of compliance

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