The Provincial Administrative Court in Krakow has ordered a clinic to provide patients with a real possibility to register with a primary care physician by telephone. The ruling concerns a facility where an insufficient number of phone lines or their constant busyness prevented successful connection. Patient organizations emphasize that the formal existence of a phone number is not equivalent to real availability, and the problem is widespread across the country.

Court ruling on registration

The Krakow Provincial Administrative Court found that a clinic in Wieliczka violated patient rights by not providing a real possibility of telephone registration. The court ordered the removal of this violation, confirming the obligation of medical facilities to provide a functional contact pathway.

Problem with phone number availability

The case concerned a situation where patients could not get through to the clinic due to constant line busyness or an insufficient number of lines relative to demand. The formal provision of a number, without ensuring the possibility of connection, was deemed insufficient.

Reaction from patient organizations

The Patient Rights Ombudsman and the "Health" Patient Association positively assessed the ruling, emphasizing its precedent-setting significance. They note that similar problems affect many facilities in Poland, and the decision strengthens patients' position in asserting their rights.

Availability as a standard

The ruling emphasizes that access to healthcare services, including registration, must be real, not just theoretical. The court referred to standards stemming from the constitutional right to health protection and the act on patient rights.

The Provincial Administrative Court in Krakow has issued a precedent-setting ruling that orders clinics to provide a real, not just formal, possibility of registering with a POZ doctor by phone. The case concerned a clinic in Wieliczka, which patients could not successfully call. The "Health" Patient Association, which was the plaintiff in this case, argued that providing a phone number that is constantly busy or cannot be handled due to an insufficient number of lines constitutes a violation of patient rights. The court agreed with this position, indicating that the obligation to provide a contact method entails the necessity of ensuring its actual functionality. The ruling is final, meaning the clinic must comply with the court's order. Patient organizations, including the Patient Rights Ombudsman, point to the prevalence of the problem, calling difficulties in getting through a "standard" in many facilities in Poland. „Wyrok potwierdza, że dostęp do lekarza musi być realny. Nie wystarczy, że przychodnia ma telefon, jeśli nikt pod nim nie odbiera albo jest stale zajęty.” (The ruling confirms that access to a doctor must be real. It is not enough for a clinic to have a phone if no one answers it or it is constantly busy.) — Marta Pawłowska, The patient's right to healthcare services, including effective registration, stems from the Constitution of the Republic of Poland and the 2008 Act on Patient Rights and the Patient Rights Ombudsman. For years, the Polish healthcare system has had a problem with long waiting times for appointments and difficulties in contacting facilities, which has been repeatedly criticized by the Supreme Audit Office and social organizations.The Krakow court's ruling may become an important tool for patients struggling with similar difficulties in other parts of the country. The court clearly recognized that the mere formal possibility of telephone contact, without a real chance of using it, is unlawful. This decision fits into the broader context of the fight to improve access to primary healthcare in Poland, where administrative barriers often hinder or prevent the use of entitled services.

Mentioned People

  • Marta Pawłowska — Representative of the "Health" Patient Association, which filed the complaint in the registration case.