Suppose a patient or their family member wants to comment on the healthcare provided. In that case, contacting the healthcare institution or healthcare professional for further information and resolving the matter is preferable.
Suppose the matter cannot be resolved in this way. In that case, submitting a formal complaint or reporting a serious incident to the Directorate of Health may be appropriate after certain conditions are fulfilled.
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The patient or their immediate family member may report an unforeseen serious incident to the Directorate of Health if it occurred after 31 August 2024, resulted in death or permanent damage, and occurred during the provision of healthcare.
If the incident occurred before September 1, 2024, or did not lead to death or permanent injury (severe disability), you should contact the relevant healthcare institution.
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The patient or their immediate family member may report to the Directorate of Health an unforeseen serious incident that is believed to have occurred during healthcare provision.
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Notification of unforeseen serious incident - for patients or immediate family members
A report of an unforeseen serious incident must be completed and sent with Signet Transfer to the Directorate of Health. The Directorate of Health receives data free of charge through Signet Transfer's website. You must use an electronic ID to log in.
If Signet Transfer is unsuitable, you can hand over the completed form with the supporting documents to the reception of the Directorate of Health in Katrínartún 2, 105 Reykjavík or send it by registered mail.
Once the Directorate of Health receives the notification, confirmation will be sent by e-mail along with a case number to be referred to in further communication with the office.
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The Directorate of Health examines all notifications received and assesses whether there is a risk of repetition, patient safety is threatened, or improvements are needed.
If the office needs further information, the person who reported the incident will be contacted.
After evaluating the case, the notifier will receive a letter with information on the office's conclusion.
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By notifying a serious incident to the Directorate of Health, the notifier allows the Directorate of Health to obtain the necessary data for further investigation of the incident.
If notified in the patient's name, their authorization must be available.
Information will be processed in accordance with the Data Protection Act and other laws and regulations that apply to the Directorate of Health's activities.
