Compliment, complaint, suggestion or remark? Contact our ombuds service.
All hospital staff aim to provide the best possible reception, care and support for you and your family during your stay in hospital. It may happen that, despite our efforts, you are not fully satisfied with certain aspects of your treatment or stay.
Compliments, complaints or suggestions should be addressed in the first instance to the person concerned or to the head nurse of the relevant department. On the assessment form you can indicate which aspects of the care you were satisfied or not so satisfied with.
If you explicitly want to express a compliment, suggestion, comment, complaint or medical/patient safety incident*, you can do so via the ombuds service, which is responsible for handling and registration.
* An (medical) incident is an undesired event in the care process that has led, could have led or might (still) lead to harm to the patient.
You can reach us on 057 35 66 42 or at ombudsdienst@yperman.net, from Monday to Friday (except Wednesday afternoons) from 9 a.m. to 4 p.m.
Written complaints are addressed to the Office of the Ombudsman:
Jan Yperman Hospital
Ombuds service
Briekestraat 12, 8900 Ieper
Please state the following information clearly in your email and in your letter:
We listen to your story, complaint, comment or suggestion in complete confidentiality.
Together we will look at how we can answer your questions. Sometimes a listening ear is enough, in other situations an intervention is desirable.
The ombuds service is first of all a mediation service, where we consider all parties within the story. We prefer to call this multi-party instead of neutral or impartial.
The annual report of the ombuds service is sent to the hospital management and the Flemish Ombudsman. This report contains figures about the complaints and recommendations, of course anonymously. Quick wins are indicated in time so we can respond quickly. To this end, there is close cooperation with the quality service.
If a solution cannot be found, we can inform you about possible alternatives.
You can also contact the ombuds service with questions about patient rights, claims for loss and damage or for a copy of or access to your health records.
Reports validated after July 2019 are available at MyNexuzHealth.
Reports dating from before this period can still be requested in writing from the ombudsman's office. This can be done by using this application form. This form may be sent to ombudsdienst@yperman.net.
We will gladly inform you of the further process.
If you would like to appoint a confidential counsellor to accompany you and you would like this person to access your health record, this can be done on the basis of this document. This document may be forwarded to ombudsdienst@yperman.net. We will do what is necessary to provide access.
As a parent of a child aged under 15, it is possible to request a parent-child link via MyNexuzHealth. Parents of children aged over 15 must be appointed as the minor's representative before access can be granted. This can be done on the basis of the form 'Appointment of a confidential advisor'.
Click here for more information on accessing a child's record.
In case of questions, do not hesitate to contact our department.
