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Patient Advise Liaison Service (PALS)

About

Our mission is to offer professional guidance, support, and assistance throughout your healthcare journey. Whether you have inquiries regarding your treatment plan, require help navigating the healthcare system, or are in need of emotional support, our dedicated team is here to assist you.
Please do not hesitate to contact us — we are here to support you every step of the way.

Happy Patient

Your Feedback Matters to Us

At GMI, we are committed to delivering the highest standards of patient-centred care. Should you have any concerns, complaints, or feedback regarding your experience at our hospital, the Patient Advice and Liaison Service (PALS) is here to address them promptly, professionally, and with complete confidentiality.

We highly value your feedback, as it plays a vital role in helping us improve the quality and effectiveness of the services we provide. There are several ways you can share your experience with us:

  • Speak directly with a PALS representative
    Our team is available to offer guidance, information, and support, and will work to resolve any concerns as quickly and efficiently as possible.

  • Complete a Patient Satisfaction Questionnaire
    These forms allow you to share what aspects of your care you appreciated and where improvements can be made. Questionnaires are available at various points throughout the hospital, or you may request one from a member of staff.

  • Submit a Complaint Form
    If you wish to formally raise a concern or complaint, you may do so by filling in a complaint form. These are also available throughout the hospital or upon request from staff.

  • Email Us
    You are welcome to contact us via email at complaints@goc.com.cy.

We are continuously monitoring and evaluating patient feedback to ensure ongoing progress and responsiveness to your needs. Equally important is ensuring that all patients are aware of their rights — which are designed to empower and protect individuals, and to ensure that care is delivered safely, respectfully, and compassionately.

For further information or clarification, please do not hesitate to contact our PALS team. We are here to help.

Patient's Rights

Patients’ rights are being protected and safeguarded in Cyprus in accordance with the provisions of Law 1 (I)/ 2005. 1. The right to good quality healthcare services within a reasonable time, and good collaboration of all staff involved in diagnosis and treatment. 2. Patients have the right to decent and respectful medical treatment, which is provided with due respect to the cultural values of the patient up to the final stage of his or her life. The patient also has the right to be relieved of pain and suffering within the framework of the law and the lawful procedures, as well as the right to enjoy family and psychological, if needed, support. 3. The right to sufficient, continuous and prompt access to health care services in line with the current Health Care System. All people have the right to access health care services in accordance with the patients’ condition within reasonable time. 4. The right to be provided with medical treatment without discrimination. In case that a choice needs to be made between patients for a specific treatment, the criteria should be objective and scientific. 5. Patients who attend the clinic’s emergency department have the right to be examined within a reasonable time upon their arrival to the emergency department. 6. Right to information: When a patient is admitted to a healthcare institution, he or she has the right to be informed by the clinic of all their rights during their treatment at the clinic as well as detailed description of the treatment that will be provided to them, as well as a reasonable cost calculation upon request. The patient, also, has the right during his discharge from the institute to request and receive a written medical report for his diagnosis, medical treatment received, and health condition. 7. The right of the patient to receive a complete medical information: this includes information on the diagnosis, description of the purpose of the proposed treatment and intended benefit, the risks and possibilities of success. Patients have the right, in case they wish, to ask for a second medical opinion and are therefore entitled to receive a copy of their medical records and receive any other assistance they may require towards this end. 8. It is a prerequisite for the provision of any medical treatment that the patient must give his or her consent, upon receiving complete medical information by the health care provider, in a suitable time and in a comprehensive manner to the patient. Medical treatment without the patient’s consent is only provided if the patient does not have the capacity to consent, except in cases where it is evident from previously expressed wishes that the patient would refuse. In these cases, a proxy is appointed in order to provide consent. For minors, the consent is usually provided by the parents. In cases of emergency, the health care provider always acts in accordance with the patient’s best interests. 9. Confidentiality: All information regarding the patients’ profile, medical condition, diagnosis, prognosis, and treatment, as well as any other personal information, are kept confidential, except as provided for by the Law. This applies even after the patient’s death. 10. Protection of the patient’s privacy. Intrusion in the patients’ private and family life is prohibited, except only with the written consent of the patient and if this is considered necessary for the diagnosis, treatment or care of the patient. 11. Maintenance of medical records: The health care provider is responsible to keep and safeguard medical records showing the course of treatment of the patient, according to the relevant legislation for the protection of personal data. 12. The patient’s right to be informed, access and oppose to information contained in his or her medical records. The right of access enables the patient to receive, directly or indirectly through his proxy, information which is listed in the medical records or a copy or an abstract of these. 13. The patient’s right to be represented by organised bodies throughout Cyprus aiming to express views for the formulation and implementation of policy relating to health matters. 14. According to the current Law, the Ministry of Health appointed a committee comprised of 5 members for the protection of patient’s rights.

Patient Responsibilities

  1. In order to ensure the highest standards of care and the smooth operation of our services, patients are kindly requested to adhere to the following responsibilities:

  2. (a) Patients are required to provide all necessary and accurate information as requested by the Institute prior to receiving any form of treatment.
    (b) Patients must keep the Institute informed of any changes or updates to the information provided, as referenced in (a) above.

  3. Patients acknowledge and accept full responsibility for any consequences that may arise should they decide to discontinue or terminate treatment provided by the Institute.

  4. Patients are expected to ensure that they, as well as their family members and visitors, comply with all policies, procedures, and instructions issued by the Institute.

  5. All patients are required to respect the privacy, dignity, and well-being of fellow patients, and must refrain from any behavior that could cause disruption, discomfort, or compromise safety.

  6. Please note that smoking is strictly prohibited in all areas of the Institute’s premises.

Inpatient Satisfaction Form
Outpatient Satisfaction Form
Complaint Form
Cefeteria Satisfaction Form
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Head of PALS

Elena Konstantinidou Louroutziati

Contact Details

PHONE

+357 25 208 531 (working hours)

+357 25 208 000 (out of hours)

WORKING HOURS

Mon - Fri: 08:00 - 16:30

ADDRESS

1, Nikis Avenue,
4108, Agios Athanasios,
Limassol, Cyprus

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