Patient Care Policy

Document Title (Label)	Patient Care Policy
Document Type (Policy / SOP / Record)	Policy
Document Number	MLRQC-PCP
Information Classification	Confidential
Effective Date	04-05-2026
Latest Revision Date	04-05-2026
Next Review Date	04-05-2027
Issue	1
Version	1
ISO Standard / Clause / Control Reference	ISO 15189:2022 / Clause 4.3
Document Distribution	Internal
Periodicity of Revision	Annual or whenever significant changes occur
Prepared By	Edmund Ato Dadzie (Snr MLS)
Checked By	Christian Auagah (Snr MLS)
Approved By	Mark Charles Selorm Tawiah (CEO)
Signature by Approver

Revision History

Date	Version / Issue	Section No.	Changes	Remarks
04-05-2026	1 / 1	-	Baseline Document	None

Purpose
Scope
Policy Statement
Patient Rights and Responsibilities
1. Respect and Dignity
2. Non-Discrimination
3. Patient Safety
4. Informed Consent
5. Confidentiality and Privacy
6. Communication with Patients
7. Feedback and Complaints
Patient Identification
Ethical Considerations
Accessibility of Services
Closure, Acquisition and Merger of the Laboratory
Availability of Information
Handling Vulnerable Patients
Patient Preparation and Instructions
Staff Responsibilities

1. Purpose

To ensure that all patients are treated with dignity, respect, and fairness, and that laboratory services are delivered in a manner that safeguards patient rights, safety, and well-being in accordance with ISO 15189:2022.

2. Scope

This policy applies to all laboratory personnel involved in pre-examination, examination, and post-examination processes that directly or indirectly impact patient care.

3. Policy Statement

The laboratory is committed to:

Delivering patient-centered services.
Ensuring ethical conduct in all interactions.
Protecting patient rights, privacy, and safety.
Providing equitable and non-discriminatory access to services.

4. Patient Rights and Responsibilities

4.1 Respect and Dignity

All patients shall be treated with courtesy, respect, and dignity irrespective of age, gender, ethnicity, religion, or socio-economic status.
Cultural, religious, and personal values of patients shall be respected.

4.2 Non-Discrimination

Laboratory services shall be provided without discrimination.
No patient shall be denied services based on personal characteristics or medical condition.

4.3 Patient Safety

The laboratory shall ensure patient safety at all stages including:
- Patient identification
- Sample collection
- Handling and transportation of specimens
Risks to patients shall be identified and minimized.

4.4 Informed Consent

Informed consent shall be obtained where required prior to:
- Sample collection
- Special or invasive procedures
Patients shall be provided with clear information regarding:
- Nature and purpose of tests
- Risks (if any)
- Alternatives, where applicable

4.5 Confidentiality and Privacy

Patient information shall be treated as strictly confidential.
Access to patient data shall be restricted to authorized personnel only.
Privacy shall be ensured during sample collection and consultation.

4.6 Communication with Patients

Patients and laboratory users shall be given opportunities to:
- Provide helpful information to aid the laboratory in selecting examination methods.
- Receive interpretation of examination results.
Patients shall receive publicly available information regarding:
- The examination process.
- Applicable costs.
- Expected turnaround time.
Information provided shall be:
- Clear.
- Accurate.
- Easily understandable.
Examinations offered by the laboratory shall be periodically reviewed to ensure they are clinically appropriate and necessary.
Where appropriate, the laboratory shall disclose incidents that resulted or could have resulted in patient harm and document actions taken to mitigate such harm.
Patients shall be informed about:
- Sample requirements.
- Turnaround times.
- Test limitations (where applicable).

4.7 Feedback and Complaints

Patients have the right to:
- Provide feedback.
- Lodge complaints.
Complaints shall be handled in accordance with the laboratory complaint handling process.
Patients shall be informed about the complaint resolution mechanism.

5. Patient Identification

The laboratory shall ensure correct identification of patients using at least two unique identifiers (e.g., name, date of birth, ID number).
Misidentification risks shall be minimized through standardized procedures.

6. Ethical Considerations

All activities shall comply with ethical and professional standards.
The laboratory shall avoid any conflict of interest affecting patient care.
Testing shall be performed only when clinically justified.

7. Accessibility of Services

Laboratory services shall be accessible to all patients, including those with disabilities and special needs.
Reasonable accommodations shall be made where necessary.

8. Closure, Acquisition and Merger of the Laboratory

Steps shall be taken to ensure the ongoing availability and integrity of retained patient samples and records in the event of closure, acquisition or merger.
Consent and communication shall be adapted appropriately.

9. Availability of Information

Relevant information shall be made available to the patient.
Information shall also be made available to another healthcare provider upon the patient's request or that of an authorized healthcare provider acting on the patient's behalf.

10. Handling Vulnerable Patients

Special care shall be taken when dealing with:
- Children.
- Elderly patients.
- Physically or mentally challenged individuals.
Consent and communication shall be adapted appropriately.

11. Patient Preparation and Instructions

Clear instructions shall be provided regarding:
- Fasting requirements.
- Medication restrictions.
- Sample collection procedures.
Instructions shall be available in understandable formats and languages where possible.

12. Staff Responsibilities

All laboratory personnel shall:

Adhere to this policy.
Maintain professional conduct.
Ensure patient comfort and safety.
Report any incidents affecting patient care.

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