Last year, the users of ICO handed in more than 340 complaints, most of them concerning the waiting time at the external visits units, often made longer because the doctor did not have the necessary documentation in time. The second biggest area of complaints is the comfort of the facilities, especially for the patients admitted. Finally, only 28 users complained about assistance matters and only 14 were unhappy about how they had been treated.
If I complain, what is it useful for?
At ICO, it is very useful. The complaints of our users allow us to know the aspects that generate discontent and, consequently, give us an opportunity to improve the service we offer to citizens. Therefore, it is a fundamental tool of the quality politics of ICO to stimulate the users and their relatives to present complaints through the Customer’s Service Unit.
In order to know the standard of satisfaction of our users better, the Quality Management carries out a satisfaction survey every year. These are sent by post to the patients who were assisted during the first semester. In total, last year 3,622 questionnaires were sent, of which nearly 30% were answered. The results worth mentioning are:

Fidelity. 97% of the users would recommend our services.
Treatment. 96% of patients admitted felt treated with respect and intimacy; this percentage falls to 68.5% in the case of external visits. It is worth mentioning, though, that there is an improvement in the satisfaction concerning treatment if compared to the previous year (2005).

Information. More than 90% of the patients at external visits consider that the information received about their illness and the treatment they have to follow has been sufficient. This percentage falls to 80% in the case of admitted patients. These also state that they were informed of what had to be done in case of emergency and the instructions to follow at home; on the other hand, more than 30% of the admitted claim that the information they received does not solve their doubts.