What is the Health Ombudsman?

What is the scope and powers of the Health Ombudsman?

What is the Health Ombudsman?

The Health Ombudsman is a Body of the Autonomous Region of the Azores that is appointed for a 4-year period. This entity is independent and irremovable. It was created to assure Health Users an impartial entity to which they may complain, make suggestions, request information, etc.

What is the scope and powers of the Health Ombudsman?

The scope of the Health Ombudsman covers the entire Regional Health Service as well as private entities and health professionals providing health care service within the health care network. This Body has the power to make recommendations, suggestions or issue opinions addressed at the entities overseeing the Health sector in the Region. The Health Ombudsman provides a response to the complaints made by health users in order to inform them about their rights and duties. The recommendations, opinions and suggestions made by the Health Ombudsman are non-binding.

Who can complain to the Health Ombudsman?

All users of the Regional Health Service and private entities as well as patients receiving care from health professionals providing health care services within the health care network may complain to the Health Ombudsman.

What does it cost?

A complaint made to the Health Ombudsman is free of charges. The entire process is free.

How can I complain to the Health Ombudsman?

Complaints can be submitted through the appropriate form:
1. Through the Health Ombudsman page by clicking here;
2. In person, at the Health Ombudsman Office located at Avenida Roberto Ivens, STDR Building, 9500-239 Ponta Delgada;
3. Via registered post with acknowledgement of receipt to the aforementioned address;
4. By email to the following address: [email protected];
5. By fax to the following number: 286 304 597.

Do I need a lawyer to complain to the Health Ombudsman?

No. This is not a requirement to make a complaint. The Health Ombudsman will analyse the complaint and issue recommendations without any judicial process involved. All legal means remain available for users even after a response is given by the Ombudsman.

I lost a lawsuit. Can the Health Ombudsman overturn the decision?

No. The Health Ombudsman is a separate entity from Courts and does not have the power to overturn a sentence. The Health Ombudsman does not hold judicial power.

How long will it take?

The response time depends on the complexity of complaints. However, the Health Ombudsman aims to respond to all complaints within the shortest and reasonable amount of time possible.

Can the Health Ombudsman reject my complaint?

Yes, if there are reasons that justify this decision after the analysis of the complaint. All complaints are rigorously analysed. However, if there are no grounds to support the complaint, it may be rejected.

Is there a complaint form?

Yes, the form is available on the Health Ombudsman page or by clicking here.

Where is the Health Ombudsman service located?

The Health Ombudsman is located at Avenida Roberto Ivens, STDR Building, 9500-239 Ponta Delgada.