FAQ
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21. What is the ERS procedure for handling complaints?
a) If the complaint falls into its scope, ERS endeavours to contribute to the resolution of the raised matter:
After receiving the complaint, ERS notifies the claimed provider in order to present the arguments deemed convenient.
Then, depending on the issue of the complaint and on the arguments, the actions considered to be appropriate are taken, in accordance with the assignments granted to ERS by law.b) If the claim is not properly identified or is not perceptible, ERS will f it, due to the impossibility of carrying it out.
c) If the complaint does not fall within ERS assignments, the complainant is given information about the competent authority to handle it. In addition to this, the complaint is also forwarded to the respective authority.
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22. What is the average time for ERS to handle a complaint?
The time length to carry out the procedures concerning each complaint depends on its complexity. handling procedures implicate the request for information to the parties involved, and / or the issue of opinions, which sometimes delays the final decision.
The average time, intended to be complied, is about 3 months. -
23. What other institutions can handle complaints related to the health care sector?
Depending on the matter of the complaint, and merely as an example, it can be referred:
• The Regional Health Administrations (Administração Regional de Saúde – ARS), according to the geographical area where the provider is located: North, Centre, Lisbon and Tagus Valley, Alentejo and Algarve;
• the professional associations related to health care: the Portuguese Medical Association, The Portuguese Dental Association, The Portuguese Nurse Association, etc.;
• The General Inspection of Health Care Activities;
• Ministry of Health. -
24. To what other institutions can I complain against the health care sector?
In what regards to establishments providing health care, there is a complaints management system concerning providers from the National Health Service (public) called “Sistema Sim-Cidadão”, available at www.dgs.pt.You can also go to the Patients Bureau of each National Health Service facility in order to make suggestions or complaints.
It is also possible to refer the matter to the Regional Administrations (Administrações Regionais de Saúde – ARS), according to the geographical area where the provider is located: North, Centre, Lisbon and Tagus Valley, Alentejo and Algarve;
Depending on the subject, and merely as an example, you can still alternatively complaint to other institutions, such as:• The professional associations related to health: The Portuguese Medical Association, The Portuguese Dental Association; The Portuguese Nurse Association, etc..;
• The General Inspection of Health Care Activities;
• The Ministry of Health;
• The Social Security Institute;
• The National Authority for Medication and Health Products, PI – INFARMED. -
21. Quais são as vantagens que a mediação traz em relação ao recurso aos tribunais judiciais?
A mediação permite resolver os conflitos em ambiente colaborativo, sendo promovida uma cultura de diálogo, facilitada a comunicação entre as partes, e considerados todos os interesses.
A mediação permite resolver os conflitos de uma forma mais rápida, informal e gratuita.
Na mediação não há uma decisão de um terceiro, mas sim um acordo celebrado voluntariamente pelas partes, que satisfaz os seus interesses.
Assim, pode dizer-se que a mediação contribui para melhorar as relações entre os diversos intervenientes no sistema de saúde português e evidencia um maior compromisso das partes em cumprir os acordos construídos entre si.
