Ombuds service
We are committed to providing you with the best possible care. If your stay didn’t fully meet your expectations, you can reach out to the ombuds service. They are also available to address any questions, concerns, suggestions, or complaints you may have.
Synonyms
Practical information
You can file a complaint or report a medical incident to the ombuds service in several ways:
- In writing (by letter or email)
- Verbally (by phone or in person during the opening hours of the ombuds service)
- The ombuds service is available on weekdays from 10:00 to 16:00.
- It is closed on weekends, public holidays, and bridge days, so no appointments can be made during these times.
- Please include your name and address, as anonymous complaints cannot be processed.
Contact us
Ombudsdienst
What is the ombuds service?
At the UZA, we are committed to providing you with the best possible care. If your stay didn’t fully meet your expectations, you can reach out to the ombuds service. They are also available to address any questions, concerns, suggestions, or complaints you may have.
What does the ombuds service do?
The ombuds service holds a neutral position within the hospital and is responsible for handling all complaints and inquiries related to:
- The care process
- Medical and technical procedures
- Nursing aspect
- Hotel services (kitchen, linen, maintenance, etc.)
- Organisational, administrative, and financial matters
- The implementation of the Patients' Rights Act
What is a complaint?
A complaint is an expression of dissatisfaction or a request for information or clarification from a patient (individually or in a group) regarding care. This includes questions, concerns, complaints, comments, feedback, conflicts, disagreements, and other issues. The right to file a complaint is outlined in Article 11 of the Patients' Rights Act (22 August 2002). You can address your complaint directly with the person involved or contact the ombuds service.
Read more below under the section: How does the procedure work?
What is a medical accident/incident?
A medical accident is an unintended event that has caused, could have caused, or may still cause harm to a patient because of a medical procedure, hospitalisation, or medical examination. Terms like 'medical incident,' 'patient safety incident,' 'medical error,' or 'unintended harm' are also used to describe such events. The patient, their representative, or relatives can file a 'medical complaint.' You can report a medical incident directly to the person involved or contact the ombuds service. You also have the option to take legal action or report the incident to the Fonds voor Medische Ongevallen (Fund for Medical Accidents).
How does the procedure work?
Who can file a complaint or report a medical incident?
A complaint or medical incident can be submitted to the ombuds service by the patient, a family member, a trusted representative, or next of kin.
We also encourage staff to report (near) incidents to help prevent future occurrences. The UZA has been cultivating a culture of reporting and safety for over ten years.
Discuss with the person involved
Sometimes dissatisfaction comes from misunderstandings. If possible, it’s best to first speak with the staff member involved, such as the caregiver, head nurse, doctor, or supervisor. A conversation can often clear things up and provide answers or solutions. If talking doesn't help or isn't possible, you can contact the ombuds service.
Submitting a complaint to the ombuds service
You can file a complaint or report a medical incident with the ombuds service in several ways:
- In writing (by letter or email)
- Verbally (by phone or in person during ombuds service working hours)
Please include your name and address, as anonymous complaints cannot be processed.
Follow-up and feedback
Complaints
All complaints are handled confidentially and recorded in our complaints system. The ombuds service offers advice and mediation according to legal guidelines. You will be informed of the outcome of your complaint. Due to administrative processes, a response may take some time, but every complaint will be addressed. If no solution is found within the hospital, the ombudsperson may refer you to external organisations. The goal is always to find a fair solution for both parties.Medical or patient safety incidents
For medical or patient safety incidents, UZA’s legal department may, after consulting with the care providers involved, decide to report the incident to the hospital’s liability insurance. In this case, mediation by the ombuds service will stop. The liability insurer, with input from a medical expert, will review the matter and inform the patient. Where possible, a settlement will be sought. Some incidents may lead to legal action, or the patient may contact the Fund for Medical Accidents.Communication
All communication with the patient is handled through the ombuds service. The ombudsperson will keep you updated on the progress of your case. They will speak to all parties involved, gather relevant information, and share it with you. Action points may be developed to prevent similar incidents in the future, and these will be communicated to you.
If the legal department decides to report the incident to the liability insurer, the ombudsperson will inform you, and further communication will take place between the insurer and the patient.
Improvement suggestions
You can submit improvement suggestions, tips, or concerns regarding patient safety and quality via kwaliteit@uza.be
Suggestions may include ideas to enhance patient comfort, improve support after a serious incident, improve information flow, or increase safety in care. All suggestions are reviewed internally in terms of feasibility and value, and we may provide feedback where possible.
Central liability
The hospital is responsible for all healthcare professionals working within its premises, a responsibility known as the hospital’s 'central liability.' At the UZA, all healthcare providers are insured for their activities under this central liability policy. For more information, please contact the ombuds service.
Patient satisfaction
Your experience helps us to continuously improve our care and services. That’s why we regularly measure patient satisfaction through surveys.
Aside from these surveys, we are always eager to receive your feedback to help improve our care. Are you satisfied with the care you received, or do you have improvement suggestions? You can share your thoughts through the ombuds service or by completing the form 'Your opinion makes us better.' You can email the form to the ombuds service or drop it in one of the mailboxes located next to the parking payment machine in the main entrance hall or near the lifts in the consultation area. Suggestions or compliments will be forwarded to the relevant department or staff member.
Your feedback helps us improve our services where needed. Thank you for your contribution.