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Ombudsman service

A hospital is a complex organisation with different care providers and employees. They do their utmost every day to offer you high-quality and professional service.

If you are satisfied with the services provided, we would like to hear from you.

It is always possible that you are not satisfied. In that case it is important that you also share this with us by discussing your views with the healthcare provider concerned.

If you prefer to submit or discuss an evaluation or complaint with a neutral person, you can contact the hospital's ombudsman service.

The hospital uses all evaluations to better tailor its services to the wishes and needs of patients, relatives and visitors.

Your opinion counts and helps us to improve!

  • What does an ombudsman service do?

    Our ombudsman/mediator is a neutral person who mediates between parties, without taking a position individually. A mediator listens, helps to articulate experiences, guides a conversation and supports in seeking an agreement between the parties.

    If necessary, you can be referred to other authorities for further information or assistance.

  • What kind of things can I report to the ombudsman service?
    • A (near) incident. By this we mean an unintended event in the care process that (nearly) caused you harm.
    • Any discomfort or dissatisfaction with the care process or part of it.
    • A suggestion to the hospital to adjust or improve our services.
    • An appreciation for the care you have received.

    You will find the report form here.

  • How can I make a report to the ombudsman service?

    Reporting to the ombudsman service can be done in various ways:

    • Via the contact form
    • You can come by, preferably by appointment. The ombudsman service is available on working days between 9 a.m. and 4 p.m., except on Fridays
    • Via e-mail:
    • After referral from the hospital
    • By mail: Ombudsman Service Regional Hospital Heilig Hart Leuven, Naamsestraat 105, 3000 Leuven

    After each report, you will always receive confirmation of receipt and a description of the next step.

  • What rights do I have as a patient?

    Since the 2002 Patient Rights Act, some rights have been laid down and described in concrete terms. You are entitled to:

    1. Quality service
    2. Free choice of a professional practitioner
    3. Information (including financial)
    4. Giving consent for treatment and care (after receiving sufficient information)
    5. Access to and a copy of your patient file
    6. Protection of your privacy
    7. Adequate pain relief
    8. Information about the insurance and registration status of the doctor
    9. Mediation in case of conflict or dissatisfaction
  • How can I obtain more information about my patient file?

    As prescribed by law, you have a patient file that is carefully maintained and stored. It consists of a medical section and a nursing section. Every care provider who has a treatment relationship with you will record notes in this file. In this way, safe, efficient and high-quality care can be provided and communication between the different care providers is facilitated.

    You can contact our mediator via e-mail.

  • I would like to be assisted by a personal advisor or a representative, is that possible?

    As a patient, you can be assisted by a family member, a friend, or any other person. This personal advisor will assist you in exercising your rights.

    You can also designate a person who will represent you if you can no longer exercise your rights (sometimes temporarily). That person then makes the decisions in your care process on your behalf.

    To designate the personal advisor or representative, you fill out a document that you send to the hospital. These documents are included in your patient file.

    Contact our mediator to fill out these forms.


  • What can the hospital expect from me?

    All hospital caregivers do their utmost to provide professional care to everyone. They build a relationship of trust with each patient. Mutual commitment is crucial in this regard. That is why the hospital asks patients, relatives and visitors to respect the following agreements.

    1. Prepare well for your arrival at the hospital.
    2. Provide your healthcare providers with the correct information about your identity (using your identity card), your medication use and your state of health.
    3. Cooperate with treatment and care and follow instructions closely. This promotes a good recovery.
    4. Use the hospital's infrastructure and materials as if they were your own.
    5. Respect all doctors and staff in your words and actions. Proper behaviour and language use, courtesy, decency and friendliness make the relationship of trust more pleasant.
    6. We expect proper payment for the services provided within the agreed term.