Mediation service (complaint)
Your assessments, experiences, suggestions and complaints are important to help us improve the quality of care and services that you rightly expect. We therefore welcome them.
If you wish to inform us about anything, we urge you to first contact the department or person concerned, if possible: the nurse/head of the unit in which you were hospitalised, the admissions and consultations manager, the medical secretaries, the doctor responsible for your follow-up care, the billing department, etc. Thus, the information will be given to you directly, any misunderstandings cleared up and certain solutions rapidly found.
If you are not entirely satisfied with this procedure, you can contact Mediation Services:
- by post: Mediation Services, Europe Hospitals, Av. De Fré, 206, 1180 Uccle
- by phone on 02-614 90 93
- by email firstname.lastname@example.org
- by fax on 02-614 98 93
The role of the mediator is to serve as a liaison between the patient, his/her family and the hospitals; to facilitate, to the extent possible, the search for amicable solutions when complaints are lodged; to propose recommendations to management with regard to the quality of care dispensed and patient satisfaction. The mediation process is independent, neutral and free of charge.
THE DEFINITION OF MEDIATION
« Mediation is a voluntary process of establishing or re-establishing social relationships, and preventing or resolving disputes. This process is achieved through an ethical exchange during which the parties strive to reopen the dialogue in order to resolve their situation. During this process, a mediator, an independent third party, facilitates the exchange in an impartial manner, and without influencing the outcome while ensuring that the interests of each party are respected and that the confidential nature of the exchange is preserved. »
Mediation in the hospital setting
Hospital mediation encompasses the handling of complaints relating to the exercise of rights granted to patients under the Law of 22 August 2002. (See also the Internal Regulations) and the Royal Decree of 8 July 2003 (fr - nl) (Royal Decree setting forth the conditions under which hospital mediation must be conducted).
The role of the mediator is to serve as a liaison between the patient, his/her family and Europe Hospitals; to facilitate, to the extent possible, the search for amicable solutions when complaints are lodged; to propose recommendations to management with regard to the quality of care dispensed and patient satisfaction. The mediation process is independent, neutral and free of charge.
WHAT THE HOSPITAL MEDIATOR IS NOT (1)
The mediator is not a judge; his role is not to dispense penalties. The power available to him is contingent on how much both parties wish to confer on him. It is their prerogative to refer to management or not. (NB: the remarks and/or penalties are not disclosed to the patient clientele).
The mediator is not a lawyer: he is multi-partial (fully attentive to each party without passing judgement), does not take sides and, is not there to decide which party is right.
Mediation Services is not a claims office: some grievances may be resolved by the patient himself.
(1) See the Internal Regulations available online or by simple request in paper form
When do you contact the mediator?
|You believe that your rights(2) as a patient have been infringed||After having tried to resolve the problem yourself: YES|
|As a service provider, you believe that the patient has not honoured his duties||YES|
|You have a suggestion for improvement or you wish to congratulate our teams||YES|
|You have problems with your invoice||
NO: please contact the litigation department:
|You have suffered loss or theft||Yes, if urgent, otherwise: please contact the lost and found department by phone: 02-614 27 91|
|You need to obtain your medical records||NO: please follow the procedure as provided by hospital reception or click here and send your request to email@example.com with a copy of your ID card|
|You need an interpreter||NO: please contact Inter-cultural Mediation Services by email: firstname.lastname@example.org or by phone: 02-614 91 10|
|You had a problem in the car park||NO: if it is a medical problem, please contact the legal department on 02-614 27 91.
YES: for any other question
|Post Mortem medical file||NO: please contact the legal department on 02-614 27 91|
(2) Law on patient rights see Internal Regulations and leaflet available on request at hospital reception