The USL Company of Frosinone promotes the protection of citizens who turn to the Health Service, establishing common rules for all providers of health services. In order to guarantee the citizen a clear and unambiguous complaint process and encourage the use of reports, it has established a protection system to improve services.
Submission of observations, objections, complaints and claims
Art. 1
Users, relatives or relatives, or voluntary or rights protection bodies accredited to the region or to the ASL may submit observations, oppositions, complaints or claims against acts or behaviors that deny or limit the usability of health and social care services.
Art. 2
Users and other subjects as identified by art. 1, exercise their right with:
- letter on plain paper, addressed and sent to the ASL or delivered to the Public Relations office, in its articulations;
- compilation of a specific form signed by the user, distributed at the URP;
- telephone or fax reporting to the office mentioned above;
- interview with the URP manager
For telephone reports and interviews, a specific report will be made, noting what has been reported with the acquisition of data for communications of merit. The verbal report will be acquired in the presence of a witness.
Art. 3
Observations, oppositions, complaints or claims must be submitted, in the manner listed above, within 15 days from the moment in which the interested party became aware of the act or conduct detrimental to rights in accordance with the provisions of art. 14, paragraph 5, of Legislative Decree 502/92, as amended by Legislative Decree 517/93.
Art. 4
Observations, oppositions, complaints or claims, however submitted or received in the manner indicated above by the public relations office, if they do not find an immediate solution, must be instructed and transmitted to the management of the ASL within a maximum period of 3 days or, in any case, within the time related to the urgency of the case.
Art. 5
The URP, within three days, will communicate to the service managers concerned, news of the opposition, observation, complaint or complaint so that they take all the necessary measures to avoid the persistence of any disruption and provide the requesting office, within 7 days, with all the information necessary to communicate an appropriate response to the user.
Art. 6
In the ASL, by resolution no. 2253 of 03-08-95, a Public Relations Office was established to which the following functions are assigned:
- receive administrative observations, oppositions, complaints or claims filed by the subjects referred to in art. 1 of this regulation, for the protection of the citizen against the acts or behaviors with which the usability of health or social care services is denied or limited;
- prepare the investigative activity and provide a prompt response to the user for reports of easier definition, by delegation of the General Manager;
- for complaints of obvious complexity, take care of the investigation and provide the opinion to the legal representative for the necessary definition. The URP for the performance of the investigative activity provides elements necessary for the formation of judgment, also requesting reports or opinions from the heads of the services, operating units, or offices of the ASL;
- provide the user with all the information and everything else necessary to guarantee the protection of the rights recognised by the relevant legislation in force;
- prepare the letter of reply to the user signed by the legal representative of the entity in which it is declared that the presentation of the aforementioned observations and oppositions does not prevent or preclude the proposition of appeals in court pursuant to paragraph 5 of art. 14 of Legislative Decree 502/92 as amended by Legislative Decree 517/93.
Art. 7
The Head of the URP, identified pursuant to Law 241/90, carries out the following tasks:
- accepts complaints, objections and observations administratively pursuant to art. 1 of this Regulation;
- instructs and defines the reports of easy solution;
- provides for the investigation of complaints and distinguishes those that are easier to resolve by responding promptly to the user;
- activates the joint conciliation committee for the examination of reports of which it becomes aware through voluntary associations and protection bodies;
- sends a response to the user and at the same time sends a copy to the service manager, the manager of the operating unit concerned and the sector coordinator for the adoption of the necessary measures and measures;
- activates the complaint review procedure if the user declares the response received unsatisfactory.
Joint Conciliation Commission: operating regulations
Art. 8
In cases where the request has as its object the violation of the principles, made by the charters of rights, signed by the USL Company and the voluntary and protection associations, the examination is referred to a joint conciliation commission that is composed of a representative of the USL Company, a representative of the Region and a representative of the Voluntary Associations. The Commission thus formed is chaired by the regional ombudsman, established in accordance with the provisions of the regional statute in implementation of Law 142/90, or by another figure external to the ASL administration, identified in agreement with the associations concerned and appointed by the legal representative of the public body. The regional ombudsman receives the observations, oppositions, complaints or complaints administratively or verbally, acquires those written ones submitted to the URP and arranges the necessary investigation and reports.
Transparency of the Company’s records
Law no. 241/1990 provides the citizen with the keys to be informed about the administrative procedures concerning him and to participate in their definition. The Company’s offices are obliged to provide transparent, efficient and timely answers (set by the regulations or, in the absence, by law) to the questions of the community. Here are the tools that can be used by anyone who wants to help the company to make its offices work better. In fact, Law no. 241 of 7 August 1990:
- allows you to identify the office and the managers responsible for the procedure of the practice: in the face of malicious conduct, it allows you to put the office in default or to take legal action indicating those responsible also for the purposes of claiming compensation for damages;
- obliges the Company to close a procedure within certain times established by the regulation or, in the absence thereof, by Law 241: thirty days from the beginning of the procedure (if this is initiated ex officio) or from the receipt of the request of the interested party;
- enshrines the right of access to documents (viewing, copying, certified or certified copy, etc.): the right of access is a right to information granted to anyone with an interest in the protection of legally relevant situations: access cannot be denied except in the cases provided for by law;
- allows you to take part in the definition of a procedure: participation strictly concerns the recipients; but this right is also extended to those who may suffer prejudice from the final measure: that is, those subjects who may suffer damage or have widespread interests from the final administrative measure may also be involved in the procedure, such as associations, trusteeships, trade unions, citizens’ committees, etc. For example, procedures for a hygienic-sanitary opinion relating to an industrial settlement, in addition to applicants (legal representative, designer). may request the participation of the same citizens or associations that see their interest or those of the environment on which the work is to be carried out.
