Study on analyzing complaints and suggestions in the NHS healthcare services

Project title

Carry out a project for analyzing and benchmarking the processing of the complaints and suggestions at the NHS health centers.

Objectives

  • Analyze and compare the experiences of the Regional Health Services of each Autonomous Community in the processing of complaints and suggestions: information systems, processes, regulatory framework and taxonomy of the content.
  • Identify good practices in the processing of the complaints and suggestions which may be promoted at the nationwide level by the Ministry of Health and Consumer Affairs.

Analysis and benchmarking of the processing of claims and suggestions in the National Health System. Madrid: Ministry of Health and Consumer Affairs; 2008. [English]