Patients Legal Right to File Complaints was emphasized by Carolina Thiel-Span of the Aruba Health Inspection (IVA).
In a recent interview, Thiel-Span highlighted that every patient has the legal right to submit a complaint to the Health Inspection when situations arise that cause a loss of trust in healthcare services.
She explained that IVA has noticed that some individuals are either afraid or unaware that they can file a complaint or make a report. Information is available to help people determine whether their situation qualifies as a complaint. Complaints can be submitted in several ways, including by phone, in person, or via WhatsApp.
According to Thiel-Span, IVA follows a clear procedure when handling complaints. First, the content of the complaint is analyzed. An evaluation is conducted, after which the matter is categorized either as a formal complaint or as a possible calamity. Each case then follows an investigation process to determine what went wrong, what occurred, and what improvements are needed to prevent similar situations from happening again.
“If someone fears retaliation for filing a complaint, we want to remind them that this is a right granted by law to patients and their families, especially in cases where the patient has passed away, cannot speak for themselves, or is elderly. This is an open line, and we want everyone to know that it is their right, because we all deserve safe, patient-centered quality care,” Thiel-Span stated.
The Aruba Health Inspection continues to encourage residents to exercise their rights and seek assistance whenever necessary.
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