Patient Complaints: 534 Reports in Four Months. New Appeals

Patient complaints most frequently concern the quality of care, waiting times, unnecessary inconvenience, and insufficient information. From May to August, 534 written complaints, as well as verbal requests and requests, were recorded. Approximately 20% of written complaints concerned emergency departments.

Another element of the patient rights protection system has been operational since October 1st: district complaint committees. Patients dissatisfied with the patient rights officer's response can request a review. According to spokesman Marios Charalambides, the committee has one month to complete its review.

Patient complaints concern several problems at the same time

The data covers the period from May 1 to August 31, 2026, the first four months of the Patient Rights Officers' operation. 293 written complaints and 241 verbal requests and reports were recorded, representing an average of over 130 cases per month.

Written complaints identified 843 categories of rights that may have been violated. A single case could encompass several issues: long waits, patient treatment, and a lack of explanation for follow-up care.

This does not represent 843 confirmed violations. The statistics describe issues identified by patients that require evaluation.

The quality of care also includes the way the patient is treated.

The quality of care was cited most frequently, appearing in 98 written complaints. Respect for patient time was cited in 88, avoiding unnecessary hardship and pain in 80, and access to information in 71.

Charalambides explains that quality isn't limited to the treatment itself. It also encompasses the organization of support, continuity of care, and professional approach to a person experiencing a health crisis.

The same applies to communicating diagnosis and treatment. Providing explanations is not enough if the patient doesn't understand them. Staff should ensure that the patient understands what they are consenting to and what the next steps will be.

Emergency departments under special attention

About two in ten written complaints concerned emergency departments, known as TAEPs. Nearly half of the complaints related to these departments involved unnecessary hardship and pain.

The Ombudsman emphasizes the importance of communication while waiting. Staying for hours without information about the next steps increases anxiety and the feeling of being left without help.

However, it's impossible to establish a single acceptable waiting time for all cases. Assessment depends on the individual patient's situation. It remains important to both organize care and explain to the patient what's happening.

How do I request a reconsideration of my complaint?

If a patient receives a response to a written complaint from a patient rights officer and is dissatisfied with it, they may contact their district's complaint committee.

You should outline your complaint and the reasons why the matter should be re-evaluated. It's a good idea to keep any response you receive and any documentation regarding the incident. A detailed description of when and where the issue occurred, as well as the nature of your concerns, will be helpful.

According to the spokesman, the commission has one month from receiving the complaint to complete its consideration.

The Commission will not award compensation

These committees are responsible for upholding patient rights in public and private healthcare. However, they do not conduct medical assessments, adjudicate liability for medical negligence, or award compensation. They also do not impose disciplinary penalties.

Their role is to investigate patient rights issues within this mechanism. Compensation claims and professional liability are handled by other bodies or courts.

The Ombudsman also emphasizes that the number of complaints does not reflect the entire healthcare system. Comparing public and private facilities requires taking into account the number of patients and the type of care provided. However, reports allow for the identification of recurring difficulties and areas requiring improvement.

Sources: CNA, Reporter, Ministry of Health.