Complaints, comments and general questions about health services

-Automatic translation

• According to paragraph 2 of Article 12 of the Medical Director of Health and Public Health Act

Users of health services can send a formal complaint to the Directorate of Health if they believe that negligence or error in the provision of health services has occurred.

A formal complaint can also be sent to the Directorate of Health if users feel that healthcare professionals have behaved inappropriately in providing health services. It is essential to support with arguments what the error, negligence and/or inappropriate behaviour consist of.

Examples - error or negligence

• Wrong treatment of fractured bone (alleged medical error)

• Test results not followed up (alleged medical negligence)

Examples - inappropriate behaviour

• A healthcare professional loses his temper. Inappropriate speech or behaviour by a healthcare professional that would be considered unacceptable in any human interaction.

-Automatic translation

• According to Article 28 of the Patients' Rights Act

According to the law, users of healthcare services have the right to comment on the services of healthcare institutions or healthcare professionals. The law states that such matters shall be directed to the management of the institution concerned, which is obliged by law to respond in writing without unnecessary delay.

Suppose the Directorate of Health receives comments that do not fall under point A above. In that case, they are forwarded to the management/head of the relevant institution/office for handling and processing as soon as possible.

Examples - comments and questions regarding other services that shall be addressed directly to the institute or provider

• Inquiries about medical health records. Requests for a copy of medical health record records or correction of an entry in medical health records must be directed to the relevant service provider where the medical record is kept. Further guidance regarding health records.

• Comments on the insufficient staffing of qualified health personnel.

• I can't get essential medication refills for my child, who can't communicate on his own.

• Inquiries regarding waiting time for the doctor and waiting time after surgery.

• Long waiting time after operation, treatment, and service.

• Dissatisfaction with the staff's attitude.

• Services in a nursing home could be improved in terms of facilities, care or social aspects.

-Automatic translation

• According to paragraph 1 of Article 12 of the Medical Director of Health and Public Health Act

The Directorate of Health usually receives general requests about health services by email.

The Medical Director of Health must handle matters concerning interaction between the public and providers of health services and guide those who consult them on health service matters. Such questions are answered according to their content as soon as possible.

Examples - issues that are to be submitted to other agencies

• Compensation for physical or mental health damage caused by therapy or medical examination - Accident and patient insurance

• Compensation for accidents - Accident and patient insurance

• Report an adverse drug reaction

• Report drug/medicine shortage

• Information for victims - including sexual misconduct