Delays in service were one of the main reasons for complaints directed to health authorities, followed by inappropriate treatment, lack of information, difficulties in contacting authorities by phone, and undue billing.
The health sector recorded a 7% decrease in the number of complaints submitted over the past year, with a total of 3,736 complaints directed at public and private healthcare providers published on Portal da Queixa.
Delay in service was one of the main reasons for complaints directed to health authorities, accounting for 21.5% of complaints, followed by ill-treatment with 17.5% of complaints. Lack of information accounted for 9.3% of incidents, and difficulties in contacting entities by phone and unpaid billing led to 7.4% of complaints.
The private sector topped the volume of complaints, with a total of 54% complaints. The analysis revealed that 49.8% of complaints received were directed to the category of private health groups. As for the category of hospitals and maternity departments, it collected 56.1% of user complaints. The public sector absorbed 46% of complaints.
SNS is the entity with the highest number of complaints, being the target of 17.7% of complaints, followed by Swiss Dental Services Clinics, with 12%, Saúde CUF, with 9.2% of complaints, the private group Lusíadas Saúde, which received 6.6% and Hospital da Luz, who received 5.8%.
Pedro Lourenço, founder of Portal da Queixa, says: Recording fewer complaints in 2023, which is due to the mitigation of the epidemic, and unfortunately, we are witnessing a recurring deterioration in the quality of health service delivery. It is certain that health, followed by personal finances and family well-being, will be the primary cause of concern for all citizens. For this reason, it is essential that the health services provided, both public and private, are consistent with the expectations created, taking into account their impact on people's lives.
The analyst says: “The private service tops the complaints directed at the sector, which reveals that it is unable to be an efficient alternative to providing high-quality humanitarian service in accordance with the investment made by each client attracted by the public service.”
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