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115-699 / Establishment of an Arbitration Body for Patients' Complaints

Austria
GOP Information  
 
Organisation sharing the GOP
Related practices from PaSQ database
Austrian Dental Chamber

Topic

Patient complaint mechanism
There is no specified text here
Category
Reporting and learning systems
There is no specified text here
GOP Description
 
Implementation level
National
Regional
Clinical settings
Dental offices in Austria
Objectives
To handle patient complaints and to avoid high costs for patinets and dentists which would arise if civil courts would handle all patient complaints.
Population
Dentists established in Austria and patients treated by them
Methods
 
Methodology
1. Establish arbitration bodies on regional and national level composed of representatives of dentists and patients.
2. Patients have the opportunity to yield their complaints directly at the arbitration bodies in their respective region.
3. Arbitration bodies decide about the complaints.
4. Patients and dentists are both free to accept the decision.
5. If either patient or dentist do not accept the decision complaint will be handled by the arbitration body on national level.
6. Patients and dentists are both free to accept the decision.
7. If either patient or dentist do not accept the decision civil courts can be appealed.
Timeframe implementation
~ one year
Implementation tools available
1.Nomination of members of arbitration bodies.
2.Internal rules for arbitration bodies have to be defined.
3. Procedures for the handling of complaints have to be defined.
Implementation cost
~ € 50.000 per year.
Results
 
Method used to measure the results
Comparison of the number of complaints going to court.
Results
Court cases concerning patient complaints could be reduced.
~50% of the cases were decided by the arbitration bodies in favour of the patients, 50% in favour of the dentists involved.
Analysis of the results
Results show that the arbitration bodies seem to be successful in getting fair decisions.
Implementation barriers
 
Did you find implementation barriers?
No
Please describe implementation barriers
There is no specified text here
Describe the strategies used to overcome the barriers (If needed)
There is no specified text here
Other information
 
Other information about the GOP that you would like to add (Link or attached document)
There is no specified text here
There is no specified text here
Contact information
 
Name: Joerg Krainhoefner
Position/function: Director
Department: Board
Organisation: Austrian Dental Chamber
City: Vienna
Country: Austria
Region: Vienna
E-mail: krainhoefner@zahnaerztekammer.at
Phone: +43 505110
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