Το δικαίωμα υποβολής καταγγελιών ασθενών και τα όργανα διερεύνησης τους.

Abstract

This paper focuses on the complaints handling system for the patients of the National Health System, especially in regard to the protection of the patients' rights. The core of the analysis is the way the complaints process is implemented by the authorities, based on the legislation, in order to identify its key features, weaknesses and improvement opportunities. The suggestions for improvement result from the examination of good practices based on international experience, in order to formulate and implement a coherent patient complaints handling system, with clear responsibilities, coordination and cooperation between the competent bodies operating in the complaints handling field. An approach to address the existing complaints handling system disfunctions is a key factor for improving the quality of health services and, therefore, the patient satisfaction.