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

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

 

Topic
Patient complaint mechanism
Category
Reporting and learning systems
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)
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Other information
Other information about the GOP that you would like to add (Link or attached document)
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