Information on Your Rights and How to Submit a Complaint, Praise, or Suggestion
If you have any complaint, praise, or suggestion, your feedback helps us improve and maintain the quality of our services.
How to Submit a Complaint
You may submit a complaint in the following ways:
- By completing a complaint form with reception staff
- By personally submitting a written complaint through the hospital registry/protocol
- By post
- By email at iskustvopacijenta@asabolnica.ba
- By telephone
You may submit a complaint anonymously, and you may also authorize another person to submit a complaint on your behalf.
What Happens After You Submit a Complaint
- Every complaint is carefully reviewed and officially recorded.
- You will receive an acknowledgment of receipt within 3 working days, together with contact details of the Patient Experience Department.
- If necessary, our team may contact you to obtain additional information.
- You will receive a response to your complaint as soon as possible, in accordance with the applicable law.
What Is Considered a Complaint
Complaints may relate to:
- Care and treatment
- Delays or failure in service provision
- Inadequate service standards
- Difficulties in scheduling appointments or contacting the hospital
- Conduct of our staff
- Procedural matters and other forms of dissatisfaction
Praise and Suggestions
Praise and suggestions can be submitted using the same channels as complaints.
We value your feedback, as it helps us recognize good practices and continuously improve the quality of our services.
Confidentiality
All information you share is treated confidentially and is used exclusively to improve our services.
If You Are Not Satisfied With the Decision
If you are not satisfied with our decision regarding your complaint, you may contact the Ministry of Health of Sarajevo Canton within 15 days from the date of receipt of the decision.