FAQ
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6. How do I fill in a complaint form?
a) The first fields of the complaint form should be filed with data from the establishment / service provider against whom the matter is raised. It is very important to correctly identify the service provider, and that includes its address, in case there are more establishments with similar designations.
b) The following information concerns the complainant. All fields must completed – name, address and contacts – in order that the reply is sent to the right person and to the right addresses.
c) Finally, it is important to describe the situation /event, in the appropriate field (“Cause of Complaint”), in clear and concise manner, so as to allow an objective analysis both by the claimed, as well as by ERS.
In what concerns complaints submitted in the provider’s Complaints Book, it is also important to emphasize the need to write legibly, with a ball-point dark color pen, putting some pressure on the paper, so that the text is clear in all copies. -
7. Is it possible to submit an anonimous complaint?
Yes. However, the anonymity has some implications in terms of management and further analysis by ERS. In certain situations, the anonymity may even obstruct it, since some additional information or clarifications might be needed, and cannot be obtained at the expense of an appropriate process handling.
Nevertheless, the complainant may identify himself and request the anonymity to ERS that will keep his/her information confidential. -
8. Is it possible to use more than one sheet from the Complaints Book?
Yes, but it should be clearly indicated that the text continues on the following page (the continuation of the previous one). The fields concerning either the provider or the complainant should not be left blank in the following sheet(s) and they should, at least, have clear information about the identification of both.
We must, however, point out that the complaint should also contain the essential aspects concerning the situation /event, and must be written in clear and concise manner. -
9. To whom may complaints be addressed?
Complaints should be sent to the appropriate authority responsible for the activity or service against whom the complaint is about. In what concerns complaints about health care providers, they must be sent to ERS:
Entidade Reguladora da Saúde (ERS)
R. São João de Brito, n.º 621 – L.32
4100-455 PORTOIt is also possible to send the written protest directly to ERS, either by post or using the Online Complaints Book available at ERS website at https://www.ers.pt/pages/50. ERS carries out the same procedure used to handle complaints from the Complaints Book available at health care providers, managing complaints submitted this way. The process of managing complaints submitted online is the same used to handle those from the Complaints Book available at health care providers.
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10. When can I ask for the Complaints Book?
You can ask for the Complaints Book whenever you want to express an opinion against any situation directly related to the health care provision activity, which occurs at the provider’s facility.
