The Health Sector Regulatory Authority (ERS) received 82,798 complaints regarding the events of 2022, almost half of which were related to administrative procedures and access to healthcare, according to the report released on Friday.
According to the ERS document, out of the total number of complaints submitted for consideration by the regulator, 20,800 complaints were referred to administrative actions, such as the quality of information provided and pre-confirmation of appointments, while 20,668 were related to access to health care.
Of the complaints the EMS looked at about access to health care in the past year, about half were for a prompt or reasonable response.
The report also indicates that 12,779 compliments were received in 2022, and they were mostly directed at the medical staff (about 30%), but also about the performance of services.
“It will be interesting to mention that 696 praises were identified for health units within the subject area of COVID-19,” notes the regulator.
Regarding praise and suggestions from users of health services, “it was found that due to the events in 2022, service providers in the public sector undergoing hospitalization were the target of the largest number of such operations, which includes institutions integrated into managed SNS. In partnership between public and private sectors” (PPP), the regulator also mentions.
As for proposals happening in 2022, facilities (27%) and clinical service work (also at 27%) were the topics most mentioned.
The report notes that in terms of RECs (complaints, compliments and suggestions) from 2022, about 60% (57,583) were found to be concerned with healthcare organizations in the public sector, including PPPs.
By region, ERS data indicates that 52% of the 2022 operations submitted to the ERS were related to facilities located in Lisbon and the Tagus Valley, followed by those in the North at 31%.
In total, ERS received 96,438 complaints, suggestions, and praises for events that occurred in 2022, up from 79,836 the previous year.
In 2022, the ERS issued a decision on 86,730 REC cases, performed further analysis on 13,453 and sent 1,467 to other institutions with specific jurisdictions for analysis, such as the professional bodies of doctors, nurses and dentists, the General Directorate of Health, the National Data Protection Commission and the Public Prosecution Office.
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