INTERNAL RULES OF THE LIMITED LIABILITY COMPANY
“VILNIUS PSYCHOLOGY CENTER”

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I. GENERAL PROVISIONS

1.1. These Internal Rules (hereinafter – the Rules) regulate the provision of health care services by MB “Vilnius Psychology Center” (hereinafter – the Institution) at Islandijos St. 6, Vilnius, the rights and duties of patients, the provision of information to patients and other persons, the procedure for resolving disputes between patients and the Institution, and other provisions required to be included in the Institution’s internal rules under applicable law.
1.2. The patient acquires rights and assumes duties either personally or through their representatives.
1.3. Health care for a minor patient under 16 years old is provided only with the consent of their representatives, except in cases of emergency medical care.
1.4. Legal representatives of patients under 16, having familiarized themselves with these Internal Rules, hold the rights and duties of patients as assigned in these Rules.
1.5. Patients can familiarize themselves with the Internal Rules, the qualifications of the Institution’s health care professionals, the services offered, their assortment, and the prices of services and/or goods:

• On the premises of the Institution at Islandijos St. 6, Vilnius;

• On the Institution’s website: https://www.vilniauspsichologai.lt/.
  1.6. The Institution is entitled to carry out licensed health care activities and provide services in accordance with the activities specified in the Institution’s health care license.
  1.7. The Rules apply to the Institution’s employees and patients receiving health care services. Terms used in these Rules are interpreted as defined in the Law on Patient Rights and Compensation for Health Damage of the Republic of Lithuania and other applicable Lithuanian legislation regulating health care services.

II. WORKING HOURS OF THE INSTITUTION

2.1. The Institution at Islandijos St. 6, Vilnius provides health care services:

• On weekdays, Monday to Friday, from 8:00 to 20:00;

• On Saturdays, Sundays, and public holidays – CLOSED.
  2.2. The administration’s working hours are 9:00 to 17:00 on weekdays.

III. PATIENT REGISTRATION PROCEDURE

3.1. Patients can register for health care services at the Institution during working hours:

• By phone: +370 6 40 03 266;

• By email: info@vilniauspsichologai.lt;

• Via the Institution’s website: https://www.vilniauspsichologai.lt/book-online
  3.2. During registration, the Institution collects the following personal data from patients:

• By phone – name, surname, phone number, email address, residential address;

• By email or online form – name, surname, phone number, email address, residential address.
  3.3. Advance registration is mandatory. If it is not possible to provide services at the patient’s preferred time, the Institution offers and agrees upon the earliest acceptable time or places the patient on a waiting list.
  3.4. Emergency medical care meeting the Ministry of Health’s criteria is provided immediately without prior registration.

IV. FREE AND PAID SERVICES AND THEIR PROVISION

4.1. Free services provided by the Institution:

• Emergency medical care, in accordance with the Institution’s approved procedure and the Ministry of Health regulations;

• A 15-minute introductory video consultation in which a psychologist helps the patient understand the range of psychologists’ and psychotherapists’ services and choose appropriate support according to symptoms.
  4.2. The Institution provides only paid services except as specified in 4.1. The assortment and pricing of paid services are approved by the Institution’s director.

V. PATIENT RIGHTS AND DUTIES AT THE INSTITUTION

Patient rights:
5.1.1. The patient has the right to quality health care services.
5.1.2. The patient has the right to conditions and behavior from health care professionals that do not violate dignity and respect.
5.1.3. The patient has the right to choose a health care professional, except when only one specialist in a specific field works at the Institution, in which case the patient may choose another provider.
5.1.4. The patient has the right to receive information about services, their cost, and availability.
5.1.5. The patient has the right to information about the health care professional providing the service (name, position, qualifications).
5.1.6. The patient, after presenting identity documents, has the right to information about their health, diagnosis, treatment or examination options, risks, complications, side effects, prognosis, and other circumstances that may affect consent or refusal. Information must be provided in an age-appropriate, understandable form, explaining medical terms and exceptions provided by law.
5.1.7. The patient has the right to review their medical records and receive copies in accordance with these Rules and legal requirements.
5.1.8. The patient has the right to privacy. Personal data may be collected only as necessary for diagnosis, treatment, or care.
5.1.9. The patient has the right to compensation for damage caused during health care, as provided by law.
5.1.10. The patient has other rights as provided by law.

Patient duties:
5.2.1. Patients must familiarize themselves with the Internal Rules and other institutional documents and comply with them.
5.2.2. Patients must care for their health, use their rights responsibly, and cooperate with health care professionals.
5.2.3. Patients who cannot attend a scheduled appointment must inform the Institution at least 48 hours in advance. Failure may result in charges for the reserved time or refusal of future registration. Late arrivals of 10+ minutes may have appointments canceled and charges applied. Prepaid appointments not attended may be forfeited.
5.2.4. Patients must provide identity documents, except in emergency care.
5.2.5. Patients must provide accurate health information to ensure proper care.
5.2.6. Patients must provide written consent or refusal for services where required.
5.2.7. Patients must follow medical advice or, if refusing treatment, do so in accordance with the Law on Patient Rights and Compensation for Health Damage.
5.2.8. Patients must behave respectfully toward staff and other patients.

5.3. Services may be refused or terminated if a patient’s behavior endangers health or life or undermines the dignity of staff, except when caused by the patient’s health condition or during emergency care. Emergency care cannot be withheld if the threat is removed or does not exist.
5.4. Smoking, alcohol, drugs, and intoxication are prohibited on the premises.

VI. PATIENT VISITS, DISCHARGE, AND TRANSFERS

6.1. Visits, discharge, and transfers are not applicable due to the nature of services provided, so they are not detailed in these Rules.
6.2. If necessary services cannot be provided, the patient is referred to another institution.

VII. DISPUTE AND CONFLICT RESOLUTION BETWEEN THE INSTITUTION AND PATIENTS

7.1. Verbal disputes are resolved amicably with respect, fairness, and reasonableness, following these Rules and Lithuanian law. If unresolved, the patient may submit a written complaint.

7.2. Complaints may be submitted within one year of becoming aware of rights violations, but no later than three years from the violation, except when damage is submitted to the Patients’ Health Damage Determination Commission under the Ministry of Health.

7.3. Complaints may be submitted in person at the Institution’s premises at Islandijos Street 6, Vilnius, or by email to info@vilniauspsichologai.lt

7.4. A complaint must specify the complainant’s name, surname, and contact information, a description of the facts of the alleged rights violation, references to the relevant provisions of the Law on Patients’ Rights or other applicable legal acts, and copies of documents or other evidence supporting the complaint, if available.

7.5. The Institution’s head or an authorized employee must examine the complaint within 14 calendar days and respond in writing to the complainant, providing conclusions and measures taken, or the reasons for refusal to satisfy the complaint.

7.6. If the patient is dissatisfied with the response or inaction, they have the right to submit the complaint to the State Health Care Accreditation Agency under the Ministry of Health or to courts according to the procedure established by law.

VIII. INFORMATION PROVIDED TO PATIENTS

8.1. Patients are provided with information about the Institution, its services, healthcare specialists, and working hours; the procedures and terms for receiving healthcare services; risks, complications, expected outcomes of services, and circumstances affecting consent; prices and payment procedures for paid services; and personal data processing and protection measures.

8.2. Information must be provided in a clear and accessible form, orally or in writing, including electronic means.

8.3. Personal medical records are confidential and may only be accessed by authorized staff, except where disclosure is required by law or with the patient’s written consent.

8.4. The patient has the right to specify persons to whom confidential information must not be disclosed.

8.5. Confidential information may be provided without the patient’s consent to persons directly involved in treating or nursing the patient or conducting the patient’s health assessment, only in cases and to the extent necessary to protect the patient’s interests.

8.6. When a patient is considered unable to reasonably assess their interests and consent is not available, confidential information may be provided to the patient’s representative, spouse, partner, parents (or adoptive parents), or adult children, to the extent necessary to protect the patient’s interests. If none of these persons are available or cannot be reached quickly enough, confidential information may be provided to one of the patient’s adult siblings, one of the patient’s adult grandchildren, or one of the patient’s grandparents upon request, to the extent necessary to protect the patient’s interests.

8.7. Information about the patient’s health may be withheld if disclosure could harm the patient’s health, pose a danger to life, or if the patient has formally refused this information in accordance with legal procedures.

8.8. Health information is not provided to the patient or their representative via remote communication channels.

IX. PROCEDURE FOR MAKING AND ISSUING COPIES OF MEDICAL RECORDS, OUTPATIENT CARDS, AND OTHER DOCUMENTS TO THE PATIENT AND OTHER INDIVIDUALS OR LEGAL ENTITIES

9.1. Upon presenting documents confirming identity, the Institution, at the patient’s request, must, in accordance with legal regulations governing personal data, prepare and issue copies of the Institution-approved patient medical documents, as well as provide descriptions of diagnoses and treatments.

9.2. Copies of medical histories, outpatient cards, and health documents are made free of charge. If the patient abuses this right, the Institution may charge a fee for making copies.

9.3. Upon receiving a written or verbal request from the patient or their representative for copies of medical history or other medical documents, the Institution must prepare and provide them no later than one working day.

9.4. The Institution allows the patient to review original medical documents at a designated location no later than one working day from the day of the patient’s verbal or written request.

9.5. Other written information, including descriptions of diagnoses and treatments, is provided to the patient or their representative within ten working days upon submission of a written request.

9.6. Confidential information may be disclosed to others only with the patient’s written consent, specifying the grounds and purposes of its use, except where the patient has explicitly indicated in medical documents who is entitled to receive such information and the scope and timing of disclosure.

9.7. The patient has the right to specify persons to whom confidential information must not be disclosed.

9.8. Confidential information may be provided without the patient’s consent to persons directly involved in treating or nursing the patient or conducting the patient’s health assessment, only as necessary to protect the patient’s interests.

9.9. Without the patient’s consent, confidential information may be provided to state authorities entitled by Lithuanian law to receive such information, only upon written request specifying the grounds, purpose, and scope of the information required. Disclosure must always comply with principles of reasonableness, fairness, and prioritization of the patient’s rights and interests.

9.10. The Institution ensures no excessive information is provided, meaning only what is requested by the authority or person and only to the extent necessary for the specified purpose. Confidential information is sent securely to prevent leaks, and confidential documents are marked “confidential.”

X. PROVISIONS OF LAWS, REGULATIONS, AND DOCUMENTS GOVERNING WORK SAFETY

10.1. Work at the Institution is organized in accordance with the Lithuanian Republic Law on Occupational Safety and Health and other applicable laws.

10.2. The head of the Institution is responsible for organizing and ensuring safe and healthy working conditions.

10.3. Employees are introduced to occupational safety and health requirements and rules upon hiring, and their knowledge is updated periodically.

10.4. Smoking is prohibited on the Institution’s premises.

10.5. Employees are prohibited from being intoxicated by alcohol, drugs, or toxic substances on the premises or territory of the Institution.

10.6. Employees must observe work discipline, arrive and leave on time, and communicate respectfully and professionally with patients and their representatives.

10.7. Employees must ensure the security of patients’ personal data in accordance with legal requirements.

XI. PROCEDURE FOR REGISTRATION AND STORAGE OF PATIENTS’ VALUABLE ITEMS, PRECIOUS METAL ITEMS, EXPENSIVE PROSTHESES, AND MONEY

11.1. Patients may leave outerwear in the designated area (cloakroom).

11.2. The Institution is not responsible for items left in the cloakroom, including money, documents, or other valuables.

11.3. The patient is responsible for their belongings and must exercise caution.

11.4. Money is only collected from patients to settle payment for services provided or for services canceled less than 48 hours before the scheduled appointment. The Institution does not take, register, or store money on any other grounds.

11.5. Items left by patients during healthcare service provision are not registered or stored by the Institution.

XII. FINAL PROVISIONS

12.1. The Rules are reviewed and updated as necessary at least once every five years, upon changes in legal regulations affecting internal rules, organizational changes in the Institution, or other objective reasons.

12.2. The head of the Institution is responsible for reviewing the Rules.