204 complaints from patients in 2022, only 3 were decided in their favor

Within a year, over 200 complaints have been made by citizens of Kosovo about public and private health services. However, only in 3 cases, namely 1.5 percent, the decision of the institution gave the right to the patients. In all others, according to the report, health staff and hospitals have been given the right

The vast majority of complaints that patients made about the public and private health system did not receive positive responses from the institutional bodies that handle complaints.

A 2022 report of the Ministry of Health highlights the fact that for one year citizens have addressed 204 complaints. But, only in 3 cases, namely 1.5 percent, the decision of the institution gave them the right.

In all other cases, according to the report, health staff and hospitals were given the right.

The only measures that have been taken in a few cases are: one case ended in the Disciplinary Commission and two remarks were made orally.

The reasons expressed in the complaints are different. The most frequent are: Lack of staff at the workplace; Unethical professional behavior of health staff; as well as Lack of medicines.

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KOHA has asked the Ministry of Health what are the arguments used by the institutional bodies, when they rejected the complaints about the lack of medicines, since in such a case they do not carry out subjective assessment work. But there was no answer.

In 2021, citizens had more complaints in the public health system. A total of 287 citizens complained, while it was decided in their favor in 9 cases.

The report also talks about the difficulties that arose during the handling of complaints.

The most frequent obstacles were the malfunctioning of the Commission for the Supervision of the Citizens' Complaints Line in Health Care; Absence of an official for the registration and processing of complaints (with a description of work duties) and; the lack of a contract for the maintenance of the complaint line apparatus.

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Even the reports of the past years show approximate statistics of complaints, and almost the same degree of selection of cases.

The Ministry of Health has not yet published the report of complaints and their treatment for 2023.