Our Public Relations Offices (PRO) are committed to promoting health by ensuring all users the right to accurate information and effective communication.
Main Functions of the Public Relations Office (PRO)
- Receives feedbacks, objections, or complaints and provides immediate clarification. For issues requiring documentation, a response is provided as soon as possible (within a maximum of 30 days).
- Promotes transparency in administrative activities, ensures the right of access to documentation, and provides accurate information.
- Monitors patient needs and satisfaction, and collaborates to improve the factors that influence service quality.
- Proposes improvements and corrective actions to promote the modernization of facilities, simplify communication, and update how the administration interacts with users.
Complaint Procedures
Patients—whether outpatients or inpatients—are encouraged to contact the Public Relations Office (PRO) if they encounter difficulties, experience service disruptions, or wish to provide suggestions. A complaint may be submitted verbally or in writing, using the appropriate form.provided by the PRO.
If the complaint is submitted by someone other than the patient and that person is not the legal representative (e.g., parent of a minor, guardian, curator, or support administrator), a written authorization from the patient must be provided.
Without this authorization, the Public Relations Office will notify the reporting party of the need to provide it. In the absence of such documentation, the complaint will be filed without further action or response. In all cases, the user may request support from the Public Relations Office during the submission process. Upon receiving a complaint, the Public Relations Office will inform the user of the name of the person responsible for managing the case. If further investigation or specific inquiries are necessary, the user will be informed of the expected timelines. A response will be provided as promptly as possible, and no later than 30 days from the date of submission. The response will detail the findings of the investigation, any corrective actions taken to resolve the issue, and, where applicable, any compensation for damages caused.
Public Relations Offices – Contacts
