Accreditation and Designation User Manual - OECI

6.5. Safeguarding the quality system
6.5.1. Patient satisfaction / experiences
Does the cancer centre evaluate the patient’s satisfaction / experiences related to cancer care?
6.5.1.1.
6.5.1.1.1. The cancer centre has a survey method for obtaining
the patients’ opinion about their experiences during
consultation
6.5.1.1.2. The cancer centre has a survey method for obtaining
the patients’ opinion about their experiences during
day care
6.5.1.1.3. The cancer centre has a survey method for obtaining
the patients’ opinion about their experiences during
hospitalisation
6.5.1.1.4. The survey is regularly analysed and corrective
measures are planned
6.5.1.1.5. There is a group of patients representing patients
and serving as a link between the cancer centre and
the patients for advisory and consultation
Yes Mostly Partially No not applicable
6.5.2. Conciliatory commission for complaints
Does the cancer centre have an identified conciliator (or a conciliatory commission), for complaints related to cancer care?
6.5.2.1.
6.5.2.1.1. The cancer centre has a clearly identified conciliator
or a conciliatory commission (sometimes known as
a mediator or mediation service, or as the
complaints officer or complaints department)
6.5.2.1.2. The role of the conciliator or the conciliatory
commission is to reply to any request for information
or complaints from the patients or their families.
6.5.2.1.3. The actions undertaken by the conciliator are
recorded in a file that is used to produce an annual
report
6.5.2.1.4. The conciliator gives feedback on his/her findings to
the professional who is the subject of the complaint.
Yes Mostly Partially No not applicable
26 / OECI Accreditation and Designation / Appendix II