Acknowledgements

An acknowledgement is a written communication by a person acknowledging the care received and expressing their satisfaction.

Form to facilitate this procedure

Suggestions

A suggestion is the expression of the opinion of a patient, family member or person close to the patient, of an idea or preference regarding improvements that person considers necessary, based on prior or comparative experience of the services received from the health care centre to improve structural or operative aspects of the services.

Form to facilitate this procedure

Complaints

A complaint is an expression of the opinion of a user regarding a care act or process based on health care received in a health care centre, service, or establishment that has not been satisfactory and regarding which a response and/or action is expected. This mainly includes patient care, personal treatment, information, organization and procedures, catering/habitability/comfort, and documentation.

Complaints are admitted either verbally or in writing, by the patient or user of the services or by a family member representing or accompanying the patient or user.

We in the patient care team will be happy to attend to your complaints in person, but if this is not possible, you can contact us by telephone or send us an e-mail to atenciousuari@santpau.cat

Form to facilitate this procedure