Commission of Hospital or Clinic Users

Verified 21 October 2022 - Directorate for Legal and Administrative Information (Prime Minister)

Do you have a complaint to address to your health care institution (public or private)? You may refer the matter to the Users' Commission (UCC). It ensures that your rights are respected and aims to help you in your efforts. It is composed, in particular, of 2 mediators. It is present in every hospital or clinic. We present you with the information you need to know.

The Users' Commission (UCC) has the following tasks:

  • Ensuring your rights are respected
  • Contribute to improving the quality of your welcome, that of your loved ones and care.
  • Making it easier for you and your loved ones
  • Ensure that you and your loved ones are able to voice your concerns to the institution's management
  • Inform yourself of the remedies and conciliation available to you
  • Make proposals to the management of the institution to improve the reception and care of the sick and their relatives.

The CDU shall review the claims submitted to the institution at least quarterly and whenever necessary.

The commission shall be composed of in particular of the following persons:

  • Legal representative of the establishment or the person designated by him for that purpose
  • 2 mediators and their alternates, appointed by the legal representative of the institution
  • 2 representatives of users, and their alternates, appointed by the Director-General of the Regional Health Agency (RHA)

Depending on whether it is a public or private institution, additional people may be added to this composition.

Please note

The establishment's welcome booklet lists the members of the users' commission by name.

Before referral to the commission, you can address your remarks orally to the person in charge of the department in which you are hospitalized.

You are informed of the possibility to send a complaint or complaint directly written to the legal representative of the hospital:

  • If it is not possible to address your remarks orally
  • If you are not satisfied with the explanations given.

Please note

The welcome booklet provides information on how to contact the person responsible for user relations or the person authorized to collect expressions of dissatisfaction.

The persons who may refer the matter to the Users' Commission are:

  • User (e.g. hospitalized patient) or a relative
  • Legal representative of the establishment, to whom all complaints addressed in the services end.

A letter to the health facility is sufficient to refer the matter to the board. All mail arrives at the legal representative who forwards it to the commission.

Health care facility review

Any written complaint or complaint to the hospital is forwarded to its legal representative.

He shall reply as soon as possible, informing you of the possibility of contacting an Ombudsman.

He can also inform you that he forwards his complaint or complaint to the mediator.

Please note

before meeting a mediator, the legal representative of the establishment informs you that you can be accompanied by a representative of the users (member of the commission).

Review by the Users' Commission

The mediator must meet you in the 8 days after referral, unless it is impossible for you.

If the claim is made while you are hospitalized, your hearing should take place as far as possible before your discharge from the hospital.

The Ombudsman may also meet with your relatives if he deems it useful or at their request.

The Ombudsman shall send the report to the chairman of the committee. He sends it to you and to the other members of the committee.

Members of the Commission may also request to meet with you.

What decisions can be taken by the Users' Commission?

The commission makes recommendations for:

  • Resolve the dispute
  • Inform you of the means of conciliation or redress available to you.

It may also issue an opinion in favor of the closure of the dossier explaining why.

Within the 8 days after sitting, the legal representative of the establishment shall reply to you and attach the opinion of the commission to his letter. He shall forward that letter to the members of the committee.

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