Residential care for the elderly in Flanders Approximately 80,000 residents

Rusthuis-Infofoon 078/15 25 25 Fax: 02/533 36 05 rusthuisinfofoon@vlaanderen.be www.rusthuisinfofoon.be

Mission (since 1994): Being availiable and easily accessible for questions & complaints Providing answers and solutions in a professional and client-friendly way Gathering information Seeking answers to questions & complaints in the institution first

Accessibility: by phone by writing Fax Mail Website www.rusthuisinfofoon.be

Some figures for 2008 correspondent Number of calls 2008 Percentage calls 2008 Family member 543 54,57 Staff 111 11,16 Other 55 8,97 Social service 74 7,44 Elderly person living alone 62 6,23 Visitor 47 4,72 Elderly person in nursing home 75 7,54 Care allocator 16 1,16 Not registered 8 0,80 Volunteer 4 0,40  Total calls 2008 995 100

Overview of complaints in 2008 Complaint species 2008 Amount in 2008 Rights and freedoms 18 10% Financial matters 27 15% Services 68 37% Care and nursing 71 38% total 184 100%

Selecting complaints

1. Complaint concerns legislation and can be handled by phone or in writing.

2. A recent inspection report is explicitely positive on the same matter.

3. Complaints of a subjective nature.

4. Complaints that can no longer be resolved.

5. Complainant wants to mention something but does not want the inspection to investigate yet.

All other complaints →referred to inspection(± 60%)

Thank you Questions & remarks