You can complain if there are aspects of your treatment that you are not satisfied with. Here you can see who you can complain to and what you can complain abou
You can complain if there are aspects of your treatment that you are not satisfied with.
Complaining to the Danish Patient Complaints Agency
You can complain to the Danish Patient Complaints Agency (Styrelsen for Patientklager), which is an independent authority.
The Danish Patient Complaints Agency will assess whether they have the competence (i.e. whether they are the right people) to decide the case. If they have the competence to decide the case, they may end up criticising the place of treatment or healthcare professionals involved in your treatment.
You can read more under “Complaints about healthcare treatment or violation of patient rights”.
Complaining to the hospital
You also have the option of complaining to the hospital orally or in writing. You can complain to:
Staff at the department
Department management
Hospital management.
When you complain to the hospital, you can get a response to your complaint, but not a decision. This applies regardless of whether you complain to staff at the department, to the department management or to the hospital management.
In the sections below you can read about:
Who can complain
Who you can complain to
What you can complain about.
Who can complain?
You can complain about your own treatment.
You can also complain about another person’s treatment. You can do this as a relative, lawyer or an association, for example.
If you want to complain as a relative or an association on behalf of someone else, you need a power of attorney from this person.
If you are 15 years old or older, you can complain about your treatment yourself. As the parent (with custody) of a child who has turned 15, you can complain about your child’s treatment. If your complaint is to the psychiatric services, you just need to enclose a power of attorney from your child.
Children under 15 years of age
As the parent (with custody) of a child, you can complain about your child’s treatment. Special rules apply if your complaint is about the use of coercive interventions. Read more under “Complaints about use of coercive interventions by the psychiatric services”.
What do you want to complain about?
If you want to complain about healthcare treatment or the violation of your patient rights or those of your child, you must complain to the Danish Patient Complaints Agency. The Danish Patient Complaints processes and decides complaints about the healthcare services.
Treatment
Here are some examples of what you can complain about:
Consultations and examinations
The process of finding out what is wrong with you (diagnosis)
Your treatment
Rehabilitation
Your general care
Keeping of medical records
Informed consent to treatment
Violation of patient rights
Here are some examples of what you can complain about:
Access to patient records etc.
Healthcare professionals’ duty of confidentiality
Healthcare professionals’ preparation of declarations
Free choice of hospital
Right to quick assessment of your condition and treatment
When you complain to the Danish Patient Complaints Agency, an independent authority will decide whether there are grounds for criticising the treatment that you have received. You can read more about this option at www.stpk.dk/en/
You can complain to the Psychiatric Patients’ Complaints Board if you want to complain about the use of coercive interventions during hospitalisation on a psychiatric ward.
Coercive interventions are interventions used without your consent.
Coercive interventions
You can complain about:
Compulsory admission
Compulsory detention
Being brought back to a psychiatric ward by the police
Forced treatment
Forced immobilisation
Use of physical force, including administering of sedatives
Protective immobilisation
Use of personal alarm and tracking systems and special door locks
Personal shielding for a continuous period of more than 24 hours
Locking of doors on the ward
Patient adviser
If, during your hospitalisation, you are subjected to coercive interventions, a patient adviser must be assigned to you. Among other things, the patient adviser can guide you if you want to complain. There are no special requirements as regards the format of the complaint. It may be oral or in writing. The unit where you have been treated is then obliged to ensure that your complaint is passed on to the Psychiatric Patients’ Complaints Board. You can read more about your right to complain about the use of coercive interventions by the psychiatric services at the website of the Psychiatric Patient Complaints Board.
You can complain to the hospital about various aspects of your treatment. You can, for example, complain about waiting times for consultations, examinations or treatment, staff behaviour, food and cleaning.
You can complain to the hospital in two ways:
You can complain orally or in writing to staff at the clinic or ward or to the department management.
You can complain to the hospital management for the psychiatry services by sending an email via www.borger.dk or by sending a physical letter addressed to: Hospital Management, Central Denmark Region Psychiatry, Tingvej 15, DK-8800 Viborg.
Power of attorney – when you want to complain on behalf of someone else
If you want to complain to the psychiatry services in Central Denmark Region on behalf of someone else, you need a power of attorney from this person. If you do not already have a power of attorney that covers the processing of complaints, you can use this power of attorney.
Help with complaints
The Central Denmark Region’s Patients Office (Patientkontoret) can help and guide you about your options for complaining. Contact the Patients Office
Psychiatric Patient Complaints Board: There is no deadline for when you must submit your complaint.
Psychiatric services of Central Denmark Region (hospital): There is no deadline for when you must submit your complaint.
Compensation for injury during treatment
All patients are covered by a public patient compensation scheme managed by the Patient Compensation Association (Patienterstatningen). The scheme covers any injury you may suffer in the course of your treatment.
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