Healthcare users can send formal complaints, comments or general questions to the Directorate of Health regarding health services.
Experts at the Directorate of Health review requests received and assess their procedure. Complaints, comments and general complaints about health services are categorised as follows:
-Automatic translation
Form for complaints and comments about health services (Icelandic)
The Medical Director of Health and Public Health Act no. 41/2007, Article 12 contains a provision on complaints to the Medical Director of Health. It states: "A formal complaint may be directed to the Medical Director of Health for alleged negligence and error in the provision of health services. The Medical Director of Health decides whether the complaint received gives sufficient grounds for investigation and whether the investigation results will lead to increased quality and safety of healthcare. The Medical Director of Health shall inform the complainant of the progress and results of the case within a reasonable time."
It is important to justify any error and/or negligence with appropriate medical documentation.
Examples - error or negligence
Wrong treatment of fractured bone (alleged medical error)
Test results not followed up (alleged medical negligence)
-Automatic translation
Form for complaints and comments about health services (Icelandic)
According to Article 28 of the Patient's Rights Law, users of healthcare services have the right to comment on the services of healthcare institutions or healthcare professionals. The law states that such matters shall be directed to the management of the institution concerned, which is obliged by law to respond in writing without unnecessary delay.
Suppose the Directorate of Health receives comments that do not fall under point A above. In that case, they are forwarded to the management/head of the relevant institution/office for handling and processing as soon as possible.
Examples - comments and questions regarding other services that shall be addressed directly to the institute or provider
Inquiries about medical health records. Requests for a copy of medical health record records or correction of an entry in medical health records must be directed to the relevant service provider where the medical record is kept. Further guidance regarding health records.
Comments on the insufficient staffing of qualified health personnel.
Comments regarding renewal of medication for minors, who can't communicate themselves.
Inquiries regarding waiting time for the doctor and waiting time after surgery.
Long waiting time after operation, treatment, and service.
Dissatisfaction with the staff's attitude.
Services in a nursing home could be improved in terms of facilities, care or social aspects.
