The Healthcare Security and Safety Unit has a mission of information and mediation within the institution of the Mediator of the French Republic. It is responsible for strengthening the dialogue between users of the health care system and health professionals. It analyzes and processes all requests for information or claims involving the failure to respect the right of patients, the quality of health care safety and access to care.
Upon the occurrence of nosocomial infection, a medical accident, i.e. an adverse event related to care, explanations given by medical team and the time devoted to the patient are essential. The information is then vital because of its quality comes a climate of mutual trust between the doctor and the patient. In the field of healthcare and security, the Mediator of the French Republic has a centre of information and mediation, the “Healthcare Security and Safety Unit”, responsible for strengthening the dialogue between users of the health care system and health professionals. Via the Healthcare Security and Safety Unit, the Mediator of the French republic analyzes and processes all requests for information or complaint from users of the health system or health professionals who suspect:
• The failure of patients' rights
• The quality of the health system
• The security of care
• Access to care
The objectives are:
• Information on patients' rights;
• Information on risks related to care and implemented prevention measures;
• Information for concerned health professionals following the occurrence of side effects;
• Orientation and contribution to the development of mediation at the local level;
• Mediation, when the dialogue is broken between users and health professionals;
• The alert, if necessary, of health authorities;
• The feedback from stakeholders to identify appropriate prevention actions.
The scope of action is extending to all public and private medical centres as well as to general practitioners.
Under this jurisdiction, the Mediator of the French Republic may use his injunction power.
The Mediator of the French Republic may also make recommendations and make them public.
Finally, the Mediator of the French Republic, in addition to listening and dialogue, will ensure that corrective measures will be implemented following an accident when it has been proven avoidable.
The operational mechanism of the Healthcare Security and Safety Unit includes:
- A call centre reachable at 0 810 455 455 (Number “Azur”, price of a local call, open Monday to Friday from 9.00 am to 20.00 pm)
- A website: www.securitessoins.fr
- A network of specialist doctors responsible of informing the user on his own history and rights.
- A help unit for mediation that connects users and health professionals.
- A system to alert healthcare authorities if the situation is likely to have a real sanitary or suspected impact or may give rise to a legitimate concern among the population.
