Urgence mains
01 48 97 72 08
01 48 97 72 08
"Art. R. 1112-91. - All users of a healthcare establishment must be given the opportunity to express their grievances orally to the managers of the establishment's departments. If this is not possible, or if the explanations received do not satisfy the user, the user is informed that he/she may either address a complaint or claim in writing to the legal representative of the institution, or have his/her complaint or claim recorded in writing, for the same purpose. In the latter case, a copy of the document is issued to the patient without delay.
"Art. R. 1112-92. - All written complaints and claims addressed to the establishment are forwarded to its legal representative. The latter either responds as soon as possible, informing the complainant of the possibility of referring the matter to a mediator, or informs the person concerned that he or she is going to refer the matter to a mediator.
"The doctor mediator is competent to deal with complaints or claims that exclusively concern the organisation of care and the medical operation of the service, while the non-medical mediator is competent to deal with complaints or claims that do not concern these issues. If a complaint or claim concerns both mediators, it is referred to them simultaneously.
"Art. R. 1112-93. - If the matter is referred to the mediator by the legal representative of the institution or by the person lodging the complaint or claim, the mediator shall meet with the latter. Unless the complainant refuses or is unable to attend, the meeting shall take place within eight days of the referral. If the complaint or claim is made by an inpatient, the meeting must take place as far as possible before the patient is discharged from the hospital. The mediator may meet the patient's next of kin if he/she considers it useful or at the patient's request.
"Art. R. 1112-94. - Within eight days of the meeting with the person lodging the complaint or claim, the mediator sends a report to the Chairman of the Commission who immediately forwards it, along with the complaint or claim, to the members of the Commission and to the complainant.
"In the light of this report, and after having met with the person who lodged the complaint or claim, if it deems this appropriate, the Commission will make recommendations with a view to resolving the dispute or informing the person concerned of the conciliation or appeal procedures available to them. It may also issue a reasoned opinion in favour of closing the case.
"Within eight days of the meeting, the establishment's legal representative will reply to the person lodging the complaint or claim and attach the committee's opinion to the letter. This letter will be forwarded to the members of the committee.
Extracts from decree 2005-213 of 2 March 2005.
The composition of our CRUQ:
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click on the link below and let us guide you.
From Porte des Lilas: Continue along rue de Paris then bd de la Liberté, turn right onto avenue du Maréchal Juin, at the 1st set of traffic lights turn left onto rue de Noisy le Sec, continue along rue Floréal.
From Porte de Bagnolet: Follow signs for "Bagnolet centre", take avenue Gambetta and follow signs for "Les Lilas", continue along rue de Pantin - towards Romainville - D20, turn right at the first set of traffic lights into rue de Noisy le Sec, continue along rue Floréal.
Metro station Gallieni (line 3) then bus 318, get off at the Jeanne Hornet stop
Metro station Mairie des Lilas (line 11), then bus 105, get off at Liberté (10 min walk from Mairie des Lilas metro station)
Tél : 01 48 97 72 00
40 rue Floréal
93170 Bagnolet
