UAB TELESANTE RULES FOR THE PROVISION OF HEALTHCARE SERVICES

All patients and employees of Telesante must familiarize themselves with these Rules for the Provision of Remote Healthcare Services by Telesante (hereinafter – the Rules).

By using Telesante’s remote healthcare services, you agree to these Rules and undertake to comply with them. If you do not agree with the Rules, you should not use Telesante’s services.

1. DEFINITIONS

UAB “Telesante” is a licensed healthcare institution (legal entity code: 305917454, license No. 4774), registered office: Didžioji Riešė, Mėtų g.2, LT-14261, Vilnius district (hereinafter – the Institution or Telesante).

Telesante website means the URL https://telesante.lt and related pages.

Doctor or doctors refers to the physician(s) employed by the Institution.

Services – personal healthcare services.

Patient – a person wishing to receive Telesante services, regardless of whether they are healthy or ill.

Remote personal healthcare service / Remote consultation – a personal healthcare service provided remotely through telecommunication tools, where the doctor and the patient are in different locations at the same time. The doctor provides this service from the premises of the Institution.

Telecommunication tools – video and/or audio communication tools and/or other electronic communication technologies that allow for identity verification and can be used to provide healthcare services when the provider and the recipient are in different locations at the same or different times.

ESPBI IS – the State Electronic Health Services and Collaboration Infrastructure Information System, known as E-health – https://www.esveikata.lt/apie-espbi.

2. SERVICE PROVISION PROCEDURE

2.1 The purpose of the remote consultation is to assess the patient’s condition, prescribe and/or continue medications and medical devices, provide consultation, issue and/or extend electronic sick leave certificates as per the relevant legal acts, and prescribe necessary and/or follow-up tests. Telesante selects the telecommunication tools to be used for remote service provision. Only secure data transmission tools are used.

2.2 Telesante provides only the services listed in its healthcare license. A patient is not registered or accepted if Telesante cannot provide the necessary services.

2.3 Patients aged 16 and above are provided services only with their consent, except in cases defined by law.

2.4 A minor patient under the age of 16 is provided Services only with the consent of their representative. A minor under 16 who, in the justified opinion of the doctor recorded in medical documents, can correctly assess their own health condition, may independently seek and decide on the Services, except as provided by law.

2.5 Patient Registration:

• To receive Telesante services, the patient must register via the website.

• The patient registers for a remote consultation based on the consultation schedule of the chosen doctor.

• Before the consultation, the patient must pay the remote consultation fee set by Telesante and sign the “Consent for the provision of healthcare services” and “Consent for personal data processing”.

• Registration is confirmed once the patient signs the consents and pays the consultation fee.

• A reservation fee is applied alongside the consultation fee. It covers the reservation of the appointment time and processing of the order. The amount of the reservation fee may be reviewed and changed periodically; the exact amount is always disclosed to the patient before payment. This fee is fixed and non-refundable, even if the consultation is cancelled or does not take place.

• The patient must inform Telesante by phone or email as early as possible if they cannot attend the consultation at the confirmed time or no longer wish to receive it. If the consultation cannot take place at the confirmed time, the patient must register again for a different time if they still wish to receive services. If the patient no longer wants the consultation, the consultation fee is refunded.

• If the patient fails to cancel the consultation less than 24 hours before its scheduled time, Telesante has the right to apply a penalty of 50% of the service price for the missed consultation. This penalty may be deducted from the amount refundable to the patient.

• If the remote consultation does not occur due to temporary communication failures or other objective reasons beyond the patient’s control, Telesante will offer an alternative time upon the patient’s request.

2.6 Remote Consultation:

• At the agreed time, using the agreed communication method, the doctor contacts the patient or their representative and identifies the patient by asking their name, surname, date of birth, and/or requesting an ID.

• Only the doctor and the patient may be present during the remote consultation. Other individuals are prohibited from being present in the doctor’s workplace or connected via telecommunication tools.

2.7 A remote consultation includes:

• medical history collection, health assessment;

• consultation, conclusions, and recommendations;

• mandatory documentation and entry into ESPBI IS;

• other necessary actions related to the remote consultation.

If needed:

• assignment of diagnostic/treatment services, tests, procedures;

• review of test results;

• prescribing or continuing medications;

• issuing/renewing electronic sick leave or maternity leave certificates;

• issuing specialist referrals;

• arranging in-person consultations if required.

2.8 The patient may, with consent, submit medical records, test results, photos, and other documentation electronically before, during, or after the consultation. The patient is responsible for any missing, inaccurate, or misleading information provided, which may affect medical decisions.

2.9 A standard remote consultation lasts up to 30 minutes, including 10 minutes for documentation.

The consultation is recorded in ESPBI IS.

2.11 Personal and medical data are automatically deleted from the system after the consultation or if the consultation does not occur. Data is used only for the consultation and is immediately deleted afterward. More details are provided in the Privacy Policy.

3. EMERGENCY MEDICAL AID

If during a remote consultation it is determined that the patient needs emergency medical aid, the consultation is immediately terminated, and the patient is informed and assisted. If the patient agrees, emergency services are called; if they cannot consent, emergency services are called without consent. The doctor may remain in contact with the patient until emergency services arrive.

4. PERSONAL DATA PROCESSING

The Institution processes personal data in accordance with Regulation (EU) 2016/679 (GDPR), the Law on Legal Protection of Personal Data of the Republic of Lithuania, and other relevant legislation.

Details on data processing are provided in the Privacy Policy.

IMPORTANT: Video or audio recording during remote consultations is prohibited.

5. PATIENT RIGHTS AND RESPONSIBILITIES

5.1 The patient has the rights and responsibilities provided in these Rules and Lithuanian legislation.

5.2 Patients must use their rights honestly, not abuse them, and respect others’ rights and interests. Rights may be restricted as permitted by law and these Rules.

5.3 The patient must comply with all obligations in these Rules and the law. If a patient violates obligations and endangers others’ health or hinders service provision, Telesante may refuse service.

5.4 Due to the remote nature of services, the patient is also responsible for data privacy and must ensure a private setting during consultations.

6. DISPUTE AND CONFLICT RESOLUTION

6.1 Patients can express opinions about services or lodge complaints via email to info@telesante.lt.

6.2 Complaints must be signed with a qualified electronic signature.

6.3 Telesante seeks to resolve all disputes amicably.

6.4 Complaints are handled per these Rules and the Law on Patients’ Rights and Compensation for Health Damage. A personal ID must be attached.

6.5 Anonymous or unsigned complaints, or those submitted in foreign languages, may not be reviewed.

6.6 Complaints must include name, surname, address, contact details, and description. If submitted by a representative, proof of representation is required.

6.7 Unresolved or unsatisfactory complaints may be submitted to state authorities or court. Responses are provided within 20 business days.

7. MEDICAL DOCUMENTS

Medical extracts in Lithuanian are issued by the treating doctor and uploaded to ESPBI IS.

8. PROVIDING INFORMATION ABOUT PATIENT’S HEALTH TO PATIENTS AND RELATIVES

8.1 Doctors must explain treatment procedures and associated risks in a clear and understandable manner, unless the patient refuses or such disclosure would cause serious harm. In such cases, the information is provided to a legal representative.

8.2 Doctors must clarify medical records upon request and correct inaccuracies within 15 working days. Health information may be given to spouses, parents, adult children, or others per law.

8.3 If necessary, information may also be shared with adult siblings, grandchildren, or grandparents upon request.

8.4 Health information is not provided to unauthorized persons unless legally required.

9. PROVIDING INFORMATION TO STATE INSTITUTIONS

Patient data is confidential and may be disclosed only with written consent, unless required by law.

UPDATED: May 1, 2025