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Contact information

St-Elisabeth site - Uccle
02-614 20 00
St-Michel site - Etterbeek
02-614 30 00
Bella Vita Medical Center
02-614 42 00

Mediation service (complaints)

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Your assessments, experiences, suggestions and complaints are important to help us improve the quality of care and services that you rightly expect. We therefore welcome them.

If you wish to inform us about anything, we urge you to first contact the department or person concerned, if possible: the nurse/head of the unit in which you were hospitalised, the admissions and consultations manager, the medical secretaries, the doctor responsible for your follow-up care, the billing department, etc. Thus, the information will be given to you directly, any misunderstandings cleared up and certain solutions rapidly found.

If you are not entirely satisfied with this procedure, you can contact Mediation Services:

  • by post: Mediation Services, Europe Hospitals, Av. De Fré, 206, 1180 Uccle
  • by phone on 02-614 90 93
  • by email mediation@euhos.be
  • by fax on 02-614 98 93

The role of the mediator is to serve as a liaison between the patient, his/her family and the hospitals; to facilitate, to the extent possible, the search for amicable solutions when complaints are lodged; to propose recommendations to management with regard to the quality of care dispensed and patient satisfaction. The mediation process is independent, neutral and free of charge.

Brochure "Mediation - patients' rights"

Médiation

Click here to download the brochure (.pdf)

THE DEFINITION OF MEDIATION

« Mediation is a voluntary process of establishing or re-establishing social relationships, and preventing or resolving disputes. This process is achieved through an ethical exchange during which the parties strive to reopen the dialogue in order to resolve their situation. During this process, a mediator, an independent third party, facilitates the exchange in an impartial manner, and without influencing the outcome while ensuring that the interests of each party are respected and that the confidential nature of the exchange is preserved. » 

Mediation in the hospital setting

Hospital mediation encompasses the handling of complaints relating to the exercise of rights granted to patients under the Law of 22 August 2002. (See also the Internal Regulations) and the Royal Decree of 8 July 2003 (fr - nl) (Royal Decree setting forth the conditions under which hospital mediation must be conducted).

The role of the mediator is to serve as a liaison between the patient, his/her family and Europe Hospitals; to facilitate, to the extent possible, the search for amicable solutions when complaints are lodged; to propose recommendations to management with regard to the quality of care dispensed and patient satisfaction. The mediation process is independent, neutral and free of charge.

WHAT THE HOSPITAL MEDIATOR IS NOT (1)

The mediator is not a judge; his role is not to dispense penalties. The power available to him is contingent on how much both parties wish to confer on him. It is their prerogative to refer to management or not. (NB: the remarks and/or penalties are not disclosed to the patient clientele).

The mediator is not a lawyer: he is multi-partial (fully attentive to each party without passing judgement), does not take sides and, is not there to decide which party is right.

Mediation Services is not a claims office: some grievances may be resolved by the patient himself.

(1) See the Internal Regulations available online or by simple request in paper form

When do you contact the mediator?

PATIENT

MEDIATION

OTHER SERVICES

You feel that, as a patient, your rights have not been respected

YES

If you were not able to solve the problem by yourself

 

NO

 

You have a suggestion for improvement or wish to congratulate a team

YES

 

 

NO

 

You had a problem in the car park

YES

Except in case of a medical problem: please contact the legal department: 02-614 27 91

You have problems with your invoice

NO

please contact the legal department: patientsadministration@euhos.be

If you have suffered loss or theft

NO

please contact the loss & theft department by phone: 02-614 27 91

If you need an interpreter

NO

Please contact Inter-cultural Mediation Services by email: icm@euhos.be, or by phone: 02-614 91 10

You need to obtain a medical record

NO

Please follow the procedure provided by the hospital reception and send your request to dossiersmedicaux@euhos.be with a copy of your identity card.

Post Mortem medical file

NO

Please contact the legal department: 02-614 27 91

As a service provider, you believe that the patient has not honoured his duties

YES

 

NO

(2) Law on patient rights see Internal Regulations and leaflet.