Paragraph 4: Examination of complaints and claims

All users of an army hospital must be given the opportunity to express their grievances orally to the managers of the army hospital’s services. If they are not satisfied with the explanations they receive, they will be informed that they have the option of submitting a written complaint or claim to the Chief Medical Officer of the Armed Forces Hospital, or of having their complaint or claim recorded in writing…

The Armed Forces Hospital shall respond as soon as possible to complaints and claims addressed to it, informing the complainant of the possibility of referring the matter to a mediator, except where such complaints and claims concern the Armed Forces Medical Support Mission, or informing the person concerned that he/she may do so. It shall inform the author of the complaint or claim that he/she may be accompanied, for the…

When a complaint or claim is referred to the mediator by the Chief Medical Officer of the Armed Forces Hospital or by the complainant, the mediator will meet with the complainant. Unless refused or impossible, the meeting will take place within eight days of the referral. If the complaint or claim is made by an inpatient, the meeting must take place, as far as possible, before the patient is discharged…

Within eight days of the meeting with the person lodging the complaint or claim, the mediator sends a report of the meeting to the Chairman of the Commission, who immediately forwards it, along with the complaint or claim, to the members of the Commission and to the complainant. In the light of this report and after meeting the person lodging the complaint or claim, if it deems this appropriate, the…