8th General Report [CPT/Inf (98) 12] 53 (…) as in any place of deprivation of liberty, an effective complaints procedure is a basic safeguard against ill-treatment in psychiatric establishments. Specific arrangements should exist enabling patients to lodge formal complaints with a clearly-designated body, and to communicate on a confidential basis with an appropriate authority outside the establishment. Act of 19 August 1994 on the protection of mental health (Dz.U. No 111, item 535, as amended) Article 10a(1) A person enjoying health services provided by a psychiatric hospital is entitled to assistance as regards the protection of his rights. 2. The right to assistance as regards the protection of the rights of a person referred to in Paragraph 1 is also applicable to a statutory representative, legal or actual counsel. 3. A service provider shall inform persons referred to in Paragraph 1 and 2 about the scope of actions and the method of contacting the Psychiatric Hospital Patient's Rights Ombudsman, referred to in Article 10b(1). 4. Persons referred to in Paragraph 1 and 2 are entitled to, in particular: 1) lodge oral and written complaints concerning the infringement of rights of a person referred to in Paragraph 1, 2) meet the Psychiatric Hospital Patient’s Rights Ombudsman, under conditions guaranteeing the freedom of speech, no later than within 7 days from the date of reporting such need, 3) be notified about the decision in the subjective case. The practice concerning the execution of the right to complaint was, in principle, correct in the visited establishments. Patients wishing to lodge a complaint could do it both orally and in writing, within a ward or at the director’s office. Complaints and responses thereto were recorded and stored. In one of the establishments it was not clear if any written responses were given to complaints. NPM visitors recommended the observance of procedures in this scope (Regional Psychiatric Hospital in Lubiąż). In another hospital’s ward an interesting practice of keeping a complaints and approvals book, where patients could leave their comments, was observed. The ward administration gets acquainted with these comments on a regular basis and provides adequate notes in this notebook. (Psychiatry Clinic of the Independent Public Clinical Hospital No 1 in Szczecin). g) Right to information on patient’s rights 8th General Report [CPT/Inf (98) 12] 53 An introductory brochure setting out the establishment's routine and patients' rights should be issued to each patient on admission, as well as to their families. Any patients unable to understand this brochure should receive appropriate assistance. In the majority of visited hospitals patients were informed about the reasons for admission and were handed a patient rights charter. Only in one establishment it was