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22-Mar-2022
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Arch Hellen Med, 39(1), January-February 2022, 121-128 SPECIAL ARTICLE Handling of patients' complaints in the National Health System M.E. Papagianni,1 C.G. Platis,2 T. Bellali,3 I. Kiriakaki4 |
This paper focuses on the system for handling the complaints of patients in the Greek National Health System, especially with regard to the protection of patients' rights. The focus of the analysis was the way in which the complaints process is implemented by the authorities, based on the relevant legislation, in order to identify its key features and weaknesses, and the opportunities for improvement. Suggestions for improvement result from the examination of good practices, based on international experience, according to which a coherent patient complaints handling system can be formulated and implemented, with clear responsibilities, and coordination and cooperation between the responsible bodies operating in the complaints handling field. A concerted approach to address the current dysfunctions in the complaints handling system is a key factor for improving the quality of the health services and patient satisfaction.
Key words: Good practices, Patient complaints handling, Suggestions for improvement.
