Why are complaints procedures important in health and social care?

Why are complaints procedures important in health and social care?

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Complaints and suggestions submitted by people attended at Andalusian Health Service centers are an important source of information for improving the quality of care. Users can also present their thanks for the services they have received.

In any case, a signed letter submitted to a general registry or sent by ordinary mail to the competent body will be treated in the same way as a complaint, suggestion or acknowledgement, following the procedure established in the current regulations for receipt, processing and resolution.

All Andalusian Health Service centers have a book of complaints, suggestions and acknowledgements in paper format. To submit them, you can go to the Citizen Service Unit of the center. Professionals of this unit offer attention, information and provide people who request it with a sheet of the book.

The electronic book of complaints, suggestions and acknowledgements of the Junta de Andalucía is the modality used for online submission and is available at the following website.

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The lex artis ad hoc, as a parameter of the anti-juridical nature of the healthcare action and a necessary criterion for determining the standards of service and, therefore, the correctness or otherwise of the healthcare provided.

To assess the adequacy of the service to the lex artis ad hoc, certain criteria are used, among which the following should be highlighted: compliance with the protocols, the application of all appropriate means, the assessment of the sufficiency of the resources used (personal and material), even if the result is ultimately adverse, and, particularly in these times of crisis, the assessment of whether the level of diligence required coincides with the socially optimal from the economic point of view.

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The assessment of whether health care complies with lex artis is often based on whether certain pre-established techniques have been followed in the protocols of the health center, in the society of the medical specialty in question or in the clinical practice guidelines of the National Health System.

Healthcare in Spain for European citizens

The Extremadura Health Plan 2013-2020 foresees the development of the 2nd Framework Plan for the Quality of the SSPE, which aims to give continuity to the policies of quality, patient safety and humanization of healthcare established by the Regional Ministry of Health and Social and Health Policy, placing the full satisfaction of citizens with the healthcare received as the main objective. To this end, the provision of healthcare services is guaranteed with criteria of quality, efficiency and optimal use of resources, ensuring accessibility and the promotion of equity, reducing social inequalities in health, and guaranteeing the continuity of care and the effective participation of all professionals and the general population.

a) Authorization of the center and units/services, in accordance with the provisions of RD 1277/2003 and Decree 37/2004, of April 5, on administrative authorization of health centers, establishments and services in the Autonomous Community of Extremadura (DOE 42, of April 13, 2004).

Who is entitled to social security

In the field of cross-border healthcare, the Regulations on the coordination of social security systems 883/2004 and 987/2009 have been applied, which have established a system with the objective of ensuring healthcare in various situations, such as temporary stays abroad and residence outside the competent Member State. The Regulations also include provisions for planned healthcare.

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Both the Directive and the Regulations cover healthcare received in other Member States. The Directive will apply without prejudice to the existing social security coordination framework set out in the Regulations and will not affect the benefits that the current social security Regulations already provide to citizens.

What the Directive and Royal Decree 81/2014 transposing it into national law does is to clarify what rights citizens have to receive healthcare in another Member State and to supplement the rights already held by previous legislation.