The report, referring to the first half of this year, indicates that the Health Regulatory Entity (ERS) received 50,694 complaints (37,872 in the same period last year), 9,133 cases referring to compliments, and 321 suggestions. More than 243 processes have a mixed classification.

In total, 60,391 processes were submitted to the ERS for consideration in the first half of the year (complaints, compliments, and suggestions) referring to public, private, and social health units, which represents an increase of 32.6% in relation to the same period of the year.

As for the legal nature, 68% of the cases submitted to the ERS concern establishments providing healthcare in the public sector, including in this sector establishments managed under a Public-Private Partnership (PPP).

The Regional Health Administration (ARS) of the North is the one with the highest number of establishments subject to complaints (475), followed by the ARS of Lisbon and Vale do Tejo (388) and the ARS of the Center (259).

Among the complaints related to the topic “Access to health care”, in a total of 14,091 mentions of the topic, the document highlights the subject “Response in good time/reasonable time”, which appears in more than one in three cases (38%).

In the private sector, in inpatient units, the most mentioned topics were "Financial issues" and "Health care and patient safety".

According to the report, public sector providers received the highest number of compliments (7,141) and suggestions (232). The private sector received 1,982 compliments and 107 suggestions and the social sector 29 compliments and one suggestion.

Compliments submitted to the ERS were most often directed at clinical staff (30%) but were also related to the functioning of the services (support services with 22%, clinical services with 12%, and administrative services with 11% of the commendations).


Related articles: