§ 24 Handling complaints

In detail

What § 24 requires

1. There are written instructions for staff on how to handle complaints from patients and from external care institutions § 24(1).
2. For complaints, the cause is always sought; where necessary, improvement measures are defined and put in place § 24(2).
3. When there is a complaint, you inform the patient in particular that they can turn to the responsible patient representation and, where one exists, to the patient arbitration or conciliation body of the regional Medical Chamber. If that body asks, you send a written statement within a reasonable time § 24(3).

What works as proof

• the written instruction itself, dated, and confirmation that the team knows it;
• a list of complaints with cause and measure;
• an information sheet with the contacts of the patient representation and the arbitration body.

Common gaps

• Complaints are settled verbally and recorded nowhere.
• Complaints from other institutions, a laboratory or a hospital say, aren't covered by the instruction.