Patient rights and complaints about health services

Patients may submit complaints concerning healthcare treatment, healthcare services and violations of patient rights to the Danish Patient Complaints Agency. Complaints regarding the professional conduct of individual healthcare professionals are considered by the Danish Health Care Disciplinary Board (Sundhesvæsenets Disciplinærnævn), for which the Danish Patient Complaints Agency serves as secretariat. 

The Danish Patient Safety Authority is responsible for supervision of healthcare professionals and healthcare providers and may initiate regulatory action where there are concerns regarding patient safety. The authority’s supervisory functions are separate from the patient complaints system.

To a certain extent, the Faroese health system is covered by the regular Danish complaints system. Complaints about health services carried out by authorised health personnel in the Faroe Islands are dealt with by the National Agency for Patients’ Rights and Complaints (Sundhedsvæsenets Disciplinærnævn) in Denmark. Complaints about cases regarding rights or access to patient records are dealt with by the Danish Patient Ombudsman. Complaints about coercion in connection with mental health care are dealt with by the Faroese Psychiatric Complaints Board (Psykiatriska kærunevndin). The decisions of the Complaints Board can be appealed to the Psychiatric Appeal Board (Det Psykiatriske Ankenævn) in Denmark. Complaints about non-health professional services are dealt with by the Faroes Complaint Board for Social, Family and Health Care (Kærunevndin í almanna-, familju og heilsumálum) except complaints about the right of access to patient records, which are dealt with by the Danish Patient Ombudsman.

Patients who have been referred by the Faroese health care system who receive treatment in the Danish hospital services, are fully covered by the Danish complaints system.

A fundamental part of patients' legal rights is their right to lodge a complaint.

There are two different types of complaints: a service complaint or a complaint regarding professional healthcare treatment.

Healthcare personnel have a duty to inform every patient of their right to complain about treatment.

When filing a complaint, patients are encouraged to contact the Healthcare Service's Patient Advisor, who can provide guidance on how to complete the complaint. The National Board of Health in Greenland (Landslægeembedet) receives complaints regarding the healthcare system, as well as claims for compensation for injuries arising in connection with professional healthcare treatment. Complaints are broadly divided into two main categories: complaints regarding professional healthcare treatment and complaints regarding service conditions. Complaints regarding professional healthcare treatment concern matters where patients believe they have been subjected to errors or deficiencies in examination, treatment, diagnosis, follow-up, or information, which may have impacted the course or outcome of their treatment. Complaints regarding service conditions include, among other things, matters related to waiting times, communication, conduct, administrative procedures, and the physical facilities at the treatment sites.

A service complaint: The competent authority depends on the subject of the complaint (either the Hospital Management or the Coastal Management). The complaint authorities report annually on the scope and quality of case processing.

A complaint regarding professional healthcare treatment: The National Board of Health in Greenland (Landslægeembedet) receives written complaints, after which they gather medical records and a statement from the relevant treatment site. They then prepare a case summary describing the local conditions and circumstances deemed relevant to the assessment of the specific case. The National Board of Health in Greenland assesses the case, and a dialogue meeting with the treatment site may be offered. Complaints regarding the professional conduct of healthcare personnel are submitted to the Health Discipline Board in Denmark. The Board has the authority to issue warnings or revoke professional licenses (authorizations).

Compensation: If it is highly probable that an injury was caused by an error, you may apply for compensation under the Liability for Damages Act. Please note that compensation may be denied in cases of gross negligence on the part of the patient.

The status and rights of medical patients and clients of social services are protected by The Act on the Status and Rights of Patients 785/1992 and The Act on the Status and Rights of Social Welfare Clients. The legislation defines the legal principles under which patients and clients of social welfare services must be treated.

Rights: Medical patients and clients of social services have the right to appropriate and high-quality service from social and health care services. Options for treatment or measures taken must be explained openly and in an understandable manner. Patients and clients of social services must be treated in a manner that does not infringe on their human dignity, convictions, or privacy.

Availability: Those requiring help have the right to get health care services within the time set by legislation, as described in Organization and Responsibility for the Health Sector.

Confidentiality: Documents of social welfare and health care services and the information that they contain must be kept confidential. Patients and clients of social welfare services have the right to know when their information is being used.

Complaints or legal protection for patients and social welfare clients: If a patient or a client of social welfare services is not satisfied with service, care, or treatment that he or she has received, the patient or client can submit a complaint to the person in charge of the operating unit or file an official complaint with a supervisory official. In social welfare services the client can also appeal for a change in the decision he or she has received.

In the case of treatment injury, the patient can apply for compensation from the Finnish Patient Insurance Centre.

Patient Ombudsman and Social Ombudsman: If clients feel that they have been treated improperly by social and health care services, or if they need advice about their rights, they can consult the Patient Ombudsman or Social Ombudsman.

Patients have several options when they wish to complain about the treatment or services they have received. The simplest way is to express dissatisfaction to the physician who provided the treatment, or to contact the physician in charge of the hospital department or health centre. If further assistance is needed in order to solve the problem, there are two possibilities. The patient can contact either the Regional State Administrative Agency or the National Supervisory Authority for Welfare and Health (Valvira). Both these bodies can give a written expert opinion, and give sanctions if necessary.

Finnish Patient Insurance Centre: https://www.pvk.fi/en/ 

Regional State Administrative Agencies: https://www.avi.fi/en/web/avi-en/

Complaints regarding health care services should, in the first instance, be submitted to the health care provider that delivered the care. Persons wishing to file a complaint may also contact Ålands miljö- och hälsoskyddsmyndighet (ÅMHM), the Government of Åland, the Patient Ombudsman or national authorities such as the Finnish Supervisory Agency (LVV). The Patient Ombudsman may take up issues of principal significance with the "Patients Board of Trust" where the issues may be discussed and form the basis for decisions, although the Board cannot decide in individual cases. 

In accordance with the Patients’ Rights Act No. 74/1997, patients have the right to complain about health services. Patients can direct complaints regarding services received and/or the behavour of health professionals to the healthcare provider. In case of alleged negligence or error in provision of health service (See article 12 in Medical Director of Health and Public Health Act, No. 41/2007 (government.is), complaints can be made to the Directorate of Health. Handling of a case by the Directorate of Health may be appealed to the Minister of Health.

In Norway, you have the legal right to safe, high-quality health care and can file a formal complaint or appeal under the Patients Rights Act if the rights are not upheld. Complaints should be addressed to the professional or the institution that delivered the services.  Every county has a Health and Social Services Ombud (pasient ombud), whose purpose is to safeguard patients’ rights, interests and legal rights in relation to primary and specialist health care. It provides advice and guidance regarding patient’s rights, compensation claims and complaints. They also assist patients in meetings with service providers. Decisions made at the county level can be appealed at the national level (the central office of the board). The board has the powers to issue warnings to health personnel and to revoke licenses authorisation. The Norwegian System for Patient Injury Compensation (NPE) handles compensation claims for patients who have sustained an injury while receiving health care.

Patient integrity, self-determination and participation in health care is the purpose of the Patient Act (Patientlagen). This Act covers patient rights regarding accessibility, information, consent, choice of treatment and aids, second opinion, choice of provider, individual care plan, handling of personal information and complaints. The Patient Act does not apply to dental care. 

As a rule, complaints about care should be made directly to the responsible health care service provider or with the local Patient Advisory Committee. The Act on Support for Handling Complaints Regarding Health Services (Lagen om stöd vid klagomål mot hälso- och sjukvården) states that the regional and local health authorities must have Patients’ Advisory Committees to handle and facilitate complaints about care given by publicly financed health care providers, including dental care, and provide information on patient rights. The Patients’ Advisory Committee has no disciplinary powers but can provide patients with information and advice on what to do next. Many regional and local authorities also offer the services of a patient ombudsman who can give practical advice and refer to the appropriate authorities, if the complaints are not taken care of properly. The Health and Social Care Inspectorate (IVO) is responsible for investigating complaints with care providers.

Patient Act (Patientlagen) https://www.riksdagen.se/sv/dokument-lagar/dokument/svensk-forfattningssamling/patientlag-2014821_sfs-2014-821

Act on the Support for Handling Complaints Regarding Health Services (Lagen om stöd vid klagomål mot hälso- och sjukvården) https://www.riksdagen.se/sv/dokument-lagar/dokument/svensk-forfattningssamling/lag-2017372-om-stod-vid-klagomal-mot-halso-_sfs-2017-372

Health and Social Care Inspectorate (IVO) https://www.ivo.se/