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

2. Rusthuis-Infofoon
078/
Fax: 02/

3. 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

4. Accessibility: by phone by writing Fax Mail
Website

5. 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

6. 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%

7. Selecting complaints

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

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

10. 3. Complaints of a subjective nature.

11. 4. Complaints that can no longer be resolved.

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

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

14. Thank you
Questions & remarks