Complaints regarding Health Services

If you have any complaints regarding the health services, as a patient or a relative, you may share your opinion with us. That way, you contribute to making the health services safer.

There are several instances that you can turn to with a complaint regarding health services.


Do you feel that you have not received the proper care or treatment?

In that case, you should primarily turn to the surgery or unit that treated you, i.e., at the care centre, hospital, dental clinic or care home.

 

Are you dissatisfied with the explanation given by the healthcare staff?

Then you should turn to the head of the care centre, hospital, dental clinic or care home that treated you. If your complaint refers to healthcare within a municipal care home or home-based care, you can turn to the Nurse Practitioner (MAS). The healthcare provider is obligated to investigate the incident. They are also obligated to tell you what they will do to ensure that the incident will not be repeated, or that the same injury will not happen again.

 

The Patient Advisory Committee can also help

Has anything in your contact with the health services made you sad, angry, disappointed or upset? Or have you not had a doctor's appointment within the limits of the care guarantee? Then you should turn to the Patient Advisory Committee – an independent and impartial institution – which in accordance with the law must be available for each county or region.

You can share your opinion, receive advice and guidance from a counsellor regarding the health and medical care provided by the county council or municipality, or through an agreement with these. The same is true for the dental care provided or financed by the county council.

 

Are you dissatisfied with your private dental care?

If you are unhappy with the dental care you have been given, you can turn directly to your dentist, or to the Private Dental Care Information Service, which can refer you to one of Privattandläkarna’s support committees. All private dentists have insurance that covers injuries that can occur in connection to examination and treatment.



Would you like to apply for financial compensation?

Then you can do the following:

  • In accordance with the Swedish Patient Injury Act, any person who suffers an injury in connection to health, medical or dental care in Sweden, can receive compensation, as long as the other provided conditions are met. For patients in the care of the county councils/regions, or of a private care giver in accordance with a care agreement/equivalent with the county councils/regions, there is a patient insurance covered by the Patient Insurance Löf (Landstingens Ömsesidiga Försäkringsbolag).
  • Does this apply to care that is not covered by the county council/regional patient insurance? You will have to ask what insurance company your private hospital, private dental clinic or care home is insured with, and contact that company directly. When it comes to private dental care, you can also contact the Private Dental Care Information Service.
  • If your provider of healthcare or treatment does not have patient insurance, then contact the Swedish Patient Insurance Association (PFF).
  • If you were injured as a result of medication, then contact the Pharmaceutical Insurer (LFF)

 

This is what we can do at IVO

If you or someone close to you has had an injury through the health services, or has experienced deficient patient safety in connection to care or treatment within the healthcare or dental care system, you can report this to IVO. As a rule, we do not investigate matters that took place more than two years ago. Our goal is to improve patient safety in the Swedish health services.

We investigate the incident(s) and do not focus solely on the actions of the healthcare and hospital staff. Our main focus lies on assessing whether something went wrong, and if so why. We also assess what issues are important to deal with in order for the same incident not to be repeated. Your report could for example be on the subject of:

  • Lack of, delayed and/or incorrect diagnosis and treatment.
  • Deficient referrals.
  • Deficient medical treatment.
  • Incorrectly executed treatment.
  • Infections resulting from care.
  • Fall-related injuries that occur in connection to care and treatment.

 


How do I make a report?

If you have any complaints with regard to health services, you should send a report to the Health and Social Care Inspectorate (IVO).

Your report should include:

  • Which care centre, dental clinic, hospital or care home your complaint relates to
  • The incident your complaint relates to
  • When the incident occurred
  • Name, address and personal identity number of the patient
  • Name and address of the reporting person (if other than the patient)


Your complaints report will become a public document once it is received by the IVO. This means that we are obligated to give out your report to anyone who asks to see it. Even if the report contains information regarding health and personal circumstances, it must normally be given out in its entirety. This is because confidentiality is limited when it comes to reports. Only information of a very sensitive nature can be made confidential.

Use the form “Report of unsatisfactory health services” to submit a report. The form can be found in the menu on the right.

 

Send your report to:

Inspektionen för vård och omsorg
Avdelning öst
Box 6202
102 34 Stockholm


What happens after I send the report?

When we receive your complaint, we first assess whether the incident you have reported should be investigated.

Once we have decided to investigate, the following happens:

  1. You will receive written confirmation that we have received your report within approximately two weeks.
  2. We inform the person(s) you have reported by sending them a copy of your report.
  3. We then request documentation for the investigation, such as medical records and statements from the staff concerned.
  4. So that you can participate in the investigation and have a chance to give your opinion, we also send you the documents we receive from the care provider. The documents are sent by registered mail for you to collect.
  5. If you have any comment on the documents we send you, please let us know.

We investigate the incident(s) and do not focus solely on the actions of the healthcare and medical staff. Our main focus lies on assessing whether something went wrong, and if so why. We also assess what issues are important to deal with in order for the same incident not to be repeated.

 

Decision process upon completed investigation

  • Once we have completed our investigation, we will draft a proposal for a decision.
  • This proposal will be sent to you and to the person(s) you have reported. You and the person(s) you have reported will then have three weeks to submit any comments to our proposed decision.
  • We then close the matter through a decision. The decision will be sent to you and to the person(s) you have reported. It is not possible to appeal the decision.

 

If we do not investigate

We do not investigate all reports. If we do not investigate the incident you have reported, you will receive a decision, explaining why we have chosen not to investigate and whether you can instead turn to another instance. As a rule, we do not investigate matters that took place more than two years ago.

 

Our goal – to improve patient safety

Our goal is to improve patient safety within health and medical services. The care centre, hospital, dental clinic, care home or healthcare/medical staff concerned will receive criticism from us in the event that we, through our investigation, find deficiencies in patient safety. In addition, we may require the care provider to take measures to ensure that no similar incidents occur. If we make the assessment that a member of the healthcare/medical staff is clearly guilty of professional misconduct, we will carry out a separate investigation in this regard. Such an investigation could result in an application from us to the Disciplinary Board of Healthcare and Medical Treatment (HSAN), to revoke the staff member's medical license.