Clinique de Toga


Access to your file

In accordance with the law of 4 March 2002 on patients' rights and the quality of care, you have access to the medical information contained in your file, either directly or through the doctor you have designated in writing as your intermediary. The request must be made in writing, accompanied by a copy of your identity document, to the director of the establishment.

You may either consult your file on site free of charge, or request copies of the documents. You will be responsible for the cost of reproduction and postage.
You may benefit from medical assistance when consulting medical information.

Information is available within 8 days of the request for medical information less than 5 years old and within two months for medical information more than 5 years old.
Since 6 January 2007, medical records must be kept for twenty years from the date of your last visit to the hospital. For patients who are minors, this period is extended until their twenty-eighth birthday.

Computer files

As part of the compulsory introduction of the PMSI (Programme de Médicalisation du Système d'Information) in health establishments, we would like to inform you that administrative and medical data concerning all hospitalised patients is now subject to computerised processing.

This data is sent to the doctor responsible for medical information in the establishment and is protected by medical secrecy.

The computerised processing, which is subject to a declaration to the CNIL (Commission Nationale de l'Informatique et des Libertés), is carried out under the conditions laid down by law no. 78-17 of 6 January 1978 relating to information technology, files and civil liberties. You may exercise your right to access or rectify this data through the doctor you designate. Implementation decree no. 946666 of 27 July 1994 (art. 710-5 of the public health code and decree of 22 July 1996) relating to the collection and processing of medical activity data and the transmission to regional hospital agencies, health insurance organisations and the state of information resulting from this processing.

Complaints and claims

Article R.1112-91 : "All users of a health care establishment must be given the opportunity to express their grievances orally to the managers of the establishment's departments. If this is not possible, or if the explanations received do not satisfy the user, he/she shall be informed that he/she has the right either to address a complaint or claim in writing to the legal representative of the establishment, or to have his/her complaint or claim recorded in writing, for the same purpose. In the latter case, a copy of the document shall be issued to the patient without delay.

Article R. 1112-92: "All written complaints and claims addressed to the institution are forwarded to its legal representative. The latter either responds to them as soon as possible, informing the complainant of the possibility of referring the matter to a mediator, or informs the person concerned that he/she will be referring the matter to a mediator. "The doctor mediator is competent to deal with complaints or claims that exclusively concern the organisation of care and the medical operation of the service, while the non-physician mediator is competent to deal with complaints or claims that do not concern these issues. If a complaint or claim concerns both mediators, it shall be referred to them simultaneously".

Article R. 1112-93: "When a complaint or claim is referred to the mediator by the institution's legal representative or by the person lodging the complaint or claim, the mediator shall meet with the latter. Unless the complainant refuses or is unable to attend, the meeting shall take place within eight days of the referral. If the complaint or claim relates to an inpatient, the meeting must take place as far as possible before the patient is discharged from hospital. The mediator may meet the patient's next of kin if he/she considers it useful or at their request.

Article R. 1112-94 : "Within eight days of the meeting with the person lodging the complaint or claim, the mediator shall send a report of the meeting to the Chairman of the Commission, who shall immediately forward it, together with the complaint or claim, to the members of the Commission and to the complainant. On the basis of this report, and after having met the person who lodged the complaint or claim, if it deems this appropriate, the Commission will make recommendations with a view to resolving the dispute or informing the person concerned of the conciliation or appeal procedures available to them. It may also issue a reasoned opinion in favour of closing the case.
Within eight days of the meeting, the establishment's legal representative will reply to the person lodging the complaint or claim and attach the committee's opinion to the letter. This letter is forwarded to the members of the committee.

Person of trust

In application of the law of 4 March 2002 on patients' rights, you have the option of designating a trusted support person who will be able to receive information about your state of health if necessary. This appointment must be made in writing each time you are admitted to hospital, and you are free to change it, in writing, during your stay.

If you so wish, your support person can accompany you in all the steps you take and attend medical appointments to help you make decisions. In the event that your state of health does not allow you to give your opinion or make your decisions known: the doctor, or possibly the team taking care of you, will give priority to consulting the trusted support person that you have designated. The opinion thus obtained from the trusted support person will guide the doctor in making his or her decisions.

The Users' Committee (CDU)

The Users' Commission (CDU) ensures that users' rights are respected and facilitates their procedures. This Commission was created by decree no. 2016-726 of 1 June 2016.

Its missions:

  • Ensure that users' rights are respected,
  • Contribute to improving care for patients and their families,
  • Contribute to improving the quality of care,
  • Facilitating the steps taken by users and ensuring that they express their grievances to the establishment's management, that they hear the latter's explanations and are informed of the outcome of their requests.

The regulations and the list of CDU members are displayed in the clinic.

You can contact the CDU by post or by email at :

Advance directives

Decree no. 2006-119 of 6 February 2006 on the instructions to be given by a conscious person on what to do in the event that he or she is unable to express his or her wishes is applied.
Advance directives enable people to retain control over the end of their lives. Advance directives must be drawn up in writing, dated and signed by the person making them. They may be amended or revoked at any time. They must be drawn up less than three years before the person becomes unconscious. If you have any directives or recommendations, please let the care team know, and they will take the necessary steps.

Consumer complaints and mediation

All complaints must be sent in writing to the establishment's quality department by e-mail: or by post: Clinique de Toga - Quartier Toga - 20200 Ville di Pietrabugno. If the request for a complaint to the quality department fails within one month, the patient may submit the dispute with the establishment to the mediator, free of charge, within a maximum period of one year from the date of the written complaint. The mediator will attempt, independently and impartially, to bring the parties together with a view to finding an amicable solution.

The mediator's contact details are as follows

  • ANM Consommation, an association under the law of 1901
  • Online:
  • E-mail:
  • By post: Médiation de la Consommation ANM Consommation 02 rue de Colmar à Vincennes 94300.

The mediator may be contacted by e-mail, online or by post. In addition to their full contact details (surname, first name, contacts) and the written complaint that they must first have sent to the establishment's quality department to try to resolve their dispute directly, patients are encouraged to provide the following information to the mediator:

  • The nature of the request
  • A statement and description of the dispute
  • All documents and factual evidence useful to the mediator's understanding and analysis of the case.


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Clinique de Toga

Quartier Toga
20200 Ville di Pietrabugno

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