CPT _2010_ 82 - EN - Report Armenia 2010 _2_ - The Government ...

- 62 -151. The right of patients to be informed of their rights in their mother tongue or a language thatthey understand has been introduced in the LPA. 98 However, it transpired during the visit thatpatients at the establishments visited were not being provided with an introductory brochure. TheCPT reiterates its previous recommendation that an introductory brochure setting forth thehospital routine and patients' rights (including information on avenues for complaint) bedevised and issued to each patient on admission, as well as to their families/guardians. Anypatients unable to understand this brochure should receive appropriate assistance.152. In respect of contact with the outside world, there were no limitations on correspondenceand visits from relatives. 99 However, as regards access to a telephone, there were no pay phones ateither establishment and patients had to request permission to use an office phone. The CPT urgesthe Armenian authorities to facilitate psychiatric patients’ access to a telephone.153. As regards complaints procedures, patients could complain to the director and to a numberof outside bodies, in particular, courts, the prosecutor, the Human Rights Defender and national orlocal authorities. 100 Further, a telephone hotline for complaints had been established by the Ministryof Health. That said, because of the above-mentioned problems of access to a telephone anddifficulties in sending letters on a confidential basis, it was practically impossible for patients tomake a confidential complaint. The CPT urges the Armenian authorities to introduce a formalsystem for lodging complaints in a confidential manner (including a register of complaintsand a possibility to appeal). In this context, the introduction of complaints boxes (withrestricted staff access) should be considered.154. As regards external supervision, in addition to visits by the supervising prosecutor,psychiatric hospitals can be visited by the Human Rights Defender and representatives of civilsociety. However, it appeared that visits by the latter two bodies were sporadic. The CPTrecommends that the Armenian authorities develop a system of regular visits by anindependent body to psychiatric hospitals. This body should be authorised, in particular, totalk privately with patients, examine all issues related to their living conditions and treatment,receive directly any complaints which they might have and make any necessaryrecommendations.9899100Section 22, paragraph 1.1, of the LPA.See Section 22, paragraph 1.8, of the LPA which grants involuntary psychiatric patients “the right to maintaincontacts with the outside world by means of newspapers and magazines, mail and meetings with visitors”.See Section 22, paragraphs 1.4 and 1.11, of the LPA.