Each individual has the right to complain whenever he or she has suffered a harm and the right to receive a response or other feedback.
The health services ought to guarantee the exercise of this right, providing (with the help of third parties) patients with information about their rights, enabling them to recognise violations and to formalise their complaint.
A complaint must be followed up by an exhaustive written response by the health service authorities within a fixed period of time.
The complaints must be made through standard procedures and facilitated by independent bodies and/or citizens’ organizations and cannot prejudice the patients’ right to take legal action or pursue alternative dispute resolution.
