{"id":64717,"date":"2026-04-13T11:43:35","date_gmt":"2026-04-13T09:43:35","guid":{"rendered":"https:\/\/www.stpierre-bru.be\/complaints-and-mediation\/"},"modified":"2026-04-13T11:43:59","modified_gmt":"2026-04-13T09:43:59","slug":"complaints-and-mediation","status":"publish","type":"page","link":"https:\/\/www.stpierre-bru.be\/en\/complaints-and-mediation\/","title":{"rendered":"Complaints and Mediation"},"content":{"rendered":"

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Complaints & Mediation<\/h1>\n

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What is the role of the mediation service?<\/span><\/h3>\n

CHU Saint-Pierre places great importance on the quality of care, as well as on the wellbeing and comfort of its patients. We value positive and constructive dialogue based on mutual respect. <\/p>\n

However, certain aspects of your care may not always go as expected. Your questions, suggestions, and complaints are valuable in helping us improve the quality of care and services you are entitled to expect. We therefore encourage you to share your feedback with us. If you are dissatisfied, we recommend that you first contact the department or person concerned (head nurse of the unit, medical secretariat, billing department, doctor in charge of your care, etc.). <\/p>\n

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Both patients (and their families) and healthcare professionals may contact the mediation service.<\/p>\n

The mediator acts as an intermediary between the patient, their family, and the hospital\u2019s healthcare staff in order to promote dialogue. With your cooperation, and that of the people involved in your request, the mediator helps you obtain answers to your questions and, in the event of a disagreement, seeks to reach a mutually acceptable solution. <\/p>\n

[\/et_pb_accordion_item][et_pb_accordion_item title=”When should you contact the mediation service?” _builder_version=”4.16″ _module_preset=”default” body_font=”Montserrat|300|||||||” global_colors_info=”{}” toggle_font=”Montserrat||||||||” open=”off”]<\/p>\n

Are you a patient experiencing difficulties in your relationship with a member of staff or hospital department?<\/strong><\/p>\n

Are you a healthcare professional experiencing difficulties in your relationship with a patient or their family?<\/strong><\/p>\n

The mediation service is available to help (re)establish dialogue and work together to find the best solution for everyone. <\/strong>As a patient, you may feel that your rights have not been respected and you have been unable to resolve the issue yourself. You can find out about your rights in the Internal Rules and Regulations and the mediation brochure. <\/p>\n

You may also wish to submit a suggestion for improvement or to express your appreciation for a team.<\/p>\n

As a healthcare professional, you may feel that a patient has not fulfilled their responsibilities.<\/p>\n

[\/et_pb_accordion_item][et_pb_accordion_item title=”What is not covered by the mediation service” _builder_version=”4.25.1″ _module_preset=”default” global_colors_info=”{}” open=”off”]<\/p>\n

If you have an issue with your bill: billing department<\/a><\/p>\n

If you have experienced a loss or theft: please contact the General Medical Management Secretariat: 02\/535.35.03<\/p>\n

If you require an interpreter: please contact the intercultural mediation service<\/a><\/p>\n

If you wish to obtain a copy of your medical records: please complete the online form<\/a> <\/p>\n

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Click here to read the Internal Rules and Regulations<\/a><\/p>\n

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Click here to read the brochure about our mediation service. <\/a><\/p>\n

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Contact us<\/span><\/strong><\/h1>\n

[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.25.1″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.25.1″ _module_preset=”default” global_colors_info=”{}”][et_pb_contact_form email=”mediation@stpierre-bru.be” title=”Mediation request form” custom_message=”Bonjour,||et_pb_line_break_holder||Vous avez re\u00e7u une nouvelle demande de m\u00e9diation par le biais du site internet du CHU Saint-Pierre.||et_pb_line_break_holder||||et_pb_line_break_holder||INFORMATIONS||et_pb_line_break_holder||Nom : %%name%%||et_pb_line_break_holder||Pr\u00e9nom : %%pr\u00e9nom%%||et_pb_line_break_holder||Date de naissance: %%Date_de_naissance%%||et_pb_line_break_holder||Num\u00e9ro de t\u00e9l\u00e9phone: %%Num\u00e9ro_de_t\u00e9l\u00e9phone%%||et_pb_line_break_holder||E-mail: %%Email%%||et_pb_line_break_holder||Etes-vous le patient concern\u00e9 par les faits: %%Patient_concern\u00e9%%||et_pb_line_break_holder||Votre demande concerne: %%Votre_demande_concerne%%||et_pb_line_break_holder||Description: %%Message%%” _builder_version=”4.27.3″ _module_preset=”default” _unique_id=”plainte-mediation-demande” title_text_color=”#E09900″ custom_button=”on” button_text_color=”#FFFFFF” button_bg_color=”#E09900″ button_border_radius=”18px” button_icon=”A||divi||400″ button_custom_padding=”||||false|false” hover_enabled=”0″ admin_email_subject=”Nouvelle demande de m\u00e9diation” use_confirmation_email=”on” confirmation_email_subject=”CHU Saint-Pierre: formulaire de m\u00e9diation\/bemiddelingsformulier” confirmation_email_message=”Madame, Monsieur, <\/p>\n

Votre message est bien parvenu \u00e0 la fonction M\u00e9diation du CHU Saint-Pierre.
\nSauf situation particuli\u00e8re, vous pouvez vous attendre \u00e0 recevoir une premi\u00e8re indication des suites envisag\u00e9es dans les 7 jours ouvrables suivant la r\u00e9ception de votre message. <\/p>\n

Pendant cette p\u00e9riode d’attente, nous attirons votre attention sur les points suivants : <\/p>\n

\u00b7\u202f\u202f\u202f\u202f\u202f\u202f\u202f\u202f La m\u00e9diation n’intervient pas dans les questions de facturation. Pour tout sujet li\u00e9 \u00e0 la facturation, veuillez-vous adresser exclusivement au service concern\u00e9 :\u202fhttps:\/\/www.stpierre-bru.be\/vos-factures-2\/ <\/p>\n

\u00b7\u202f\u202f\u202f\u202f\u202f\u202f\u202f\u202f Sauf exceptions pr\u00e9vues par la Loi du 6 f\u00e9vrier 2024 Art. 16\/1 \u00a72 et \u00e0 moins d’un consentement \u00e9crit contraire des deux parties impliqu\u00e9es dans la m\u00e9diation, les documents et communications, qu’ils soient \u00e9crits ou oraux, \u00e9tablis au cours de la m\u00e9diation sont confidentiels. Ils ne peuvent pas \u00eatre utilis\u00e9s en dehors du contexte de la m\u00e9diation. <\/p>\n

Nous restons \u00e0 votre disposition pour tout compl\u00e9ment d’information et vous remercions de votre compr\u00e9hension.<\/p>\n

Pauline ETIENNE
\nM\u00e9diatrice
\n02\/535.35.95 <\/p>\n

_____
\nGeachte heer\/mevrouw, <\/p>\n

Uw bericht is in goede orde ontvangen door de bemiddelingsdienst van het UMC Sint-Pieter.
\nTenzij er sprake is van een bijzondere situatie, kunt u binnen 7 werkdagen na ontvangst van uw bericht een eerste indicatie verwachten van de geplande vervolgstappen. <\/p>\n

Gedurende deze wachttijd willen wij uw aandacht vestigen op de volgende punten: <\/p>\n

\u00b7\u202f\u202f\u202f\u202f\u202f\u202f\u202f\u202f De bemiddelingsdienst bemoeit zich niet met facturatiekwesties. Voor alle zaken die verband houden met facturatie kunt u zich uitsluitend wenden tot de betreffende dienst:\u202fhttps:\/\/www.stpierre-bru.be\/vos-factures-2\/ <\/p>\n

\u00b7\u202f\u202f\u202f\u202f\u202f\u202f\u202f\u202f Behalve in de uitzonderingen voorzien in de wet van 6 februari 2024, art. 16\/1 \u00a72, en tenzij beide bij de bemiddeling betrokken partijen schriftelijk anders overeenkomen, zijn de documenten en mededelingen, zowel schriftelijk als mondeling, die tijdens de bemiddeling worden opgesteld, vertrouwelijk. Ze mogen niet buiten de context van de bemiddeling worden gebruikt. <\/p>\n

Wij staan tot uw beschikking voor meer informatie en danken u voor uw begrip.<\/p>\n

Pauline ETIENNE
\nBemiddelaar
\n02\/535.35.95 <\/p>\n

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global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.25.1″ _module_preset=”default” global_colors_info=”{}”][et_pb_contact_form email=”mediation@stpierre-bru.be” title=”Suggestion for improvement” custom_message=”Bonjour,||et_pb_line_break_holder||Vous avez re\u00e7u une nouvelle suggestion d'am\u00e9lioration re\u00e7ue par le biais du site internet du CHU Saint-Pierre.||et_pb_line_break_holder||||et_pb_line_break_holder||INFORMATIONS||et_pb_line_break_holder||Nom : %%name%%||et_pb_line_break_holder||Pr\u00e9nom : %%pr\u00e9nom%%||et_pb_line_break_holder||Date de naissance: %%Date_de_naissance%%||et_pb_line_break_holder||Num\u00e9ro de t\u00e9l\u00e9phone: %%Num\u00e9ro_de_t\u00e9l\u00e9phone%%||et_pb_line_break_holder||E-mail: %%Email%%||et_pb_line_break_holder||Votre proposition concerne: %%Votre_demande_concerne%%||et_pb_line_break_holder||Votre proposition concerne: %%Votre_demande_concerne_2%%||et_pb_line_break_holder||Description: %%Message%%” _builder_version=”4.27.3″ _module_preset=”default” _unique_id=”plainte-mediation-amelioration” title_text_color=”#E09900″ custom_button=”on” button_text_color=”#FFFFFF” button_bg_color=”#E09900″ button_border_radius=”18px” button_icon=”A||divi||400″ admin_email_subject=”Nouvelle suggestion d’am\u00e9lioration” use_confirmation_email=”on” confirmation_email_subject=”CHU Saint-Pierre: votre suggestion d’am\u00e9lioration\/verbeteringsvoorstel” confirmation_email_message=”Madame, Monsieur, <\/p>\n

Votre proposition de suggestion a bien \u00e9t\u00e9 re\u00e7ue par la fonction m\u00e9diation du CHU Saint-Pierre. Celle-ci sera transmise au service concern\u00e9. <\/p>\n

Nous vous remercions d\u2019avoir pris le temps de nous la faire parvenir. <\/p>\n

Sachez que la qualit\u00e9\u202fdes soins \u00e0 l\u2019\u00e9coute du patient sont des valeurs importantes pour le CHU Saint-Pierre. <\/p>\n

Pauline ETIENNE
\nM\u00e9diatrice – Bemiddelaar
\n02\/535.35.95 <\/p>\n

————————————–
\nGeachte heer\/mevrouw, <\/p>\n

Uw suggestie is in goede orde ontvangen door de bemiddelingsdienst van het UMC Sint-Pieter. Deze zal worden doorgestuurd naar de betreffende afdeling. <\/p>\n

Wij danken u dat u de tijd heeft genomen om ons deze suggestie te sturen. <\/p>\n

Weet dat de kwaliteit van de zorg en het luisteren naar de pati\u00ebnt belangrijke waarden zijn voor het UMC Sint-Pieter.<\/p>\n

Pauline ETIENNE
\nBemiddelaar
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_builder_version=”4.25.1″ _module_preset=”default” global_colors_info=”{}”][\/dipl_separator][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.25.1″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.25.1″ _module_preset=”default” global_colors_info=”{}”][et_pb_contact_form email=”mediation@stpierre-bru.be” title=”Thank you form” custom_message=”Bonjour,||et_pb_line_break_holder||Vous avez re\u00e7u un nouveau remerciement re\u00e7u par le biais du site internet du CHU Saint-Pierre.||et_pb_line_break_holder||||et_pb_line_break_holder||INFORMATIONS||et_pb_line_break_holder||Nom : %%name%%||et_pb_line_break_holder||Pr\u00e9nom : %%pr\u00e9nom%%||et_pb_line_break_holder||Date de naissance: %%Date_de_naissance%%||et_pb_line_break_holder||Num\u00e9ro de t\u00e9l\u00e9phone: %%Num\u00e9ro_de_t\u00e9l\u00e9phone%%||et_pb_line_break_holder||E-mail: %%Email%%||et_pb_line_break_holder||Date de passage \u00e0 l'h\u00f4pital: %%Date_de_passage_\u00e0_l'h\u00f4pital%%||et_pb_line_break_holder||Votre remerciement concerne: %%Votre_demande_concerne%%||et_pb_line_break_holder||Description: %%Message%%” _builder_version=”4.27.3″ _module_preset=”default” _unique_id=”plainte-mediation-remerciement” title_text_color=”#E09900″ custom_button=”on” button_text_color=”#FFFFFF” button_bg_color=”#E09900″ button_border_color=”#FFFFFF” button_border_radius=”19px” button_icon=”A||divi||400″ admin_email_subject=”Nouveau remerciement” use_confirmation_email=”on” confirmation_email_subject=”CHU Saint-Pierre: votre remerciement” confirmation_email_message=”Madame, Monsieur, <\/p>\n

Vos remerciements sont bien parvenus \u00e0 la fonction m\u00e9diation du CHU Saint-Pierre. Ils seront transmis aux personnes concern\u00e9es. Ils seront certainement heureux de les recevoir. <\/p>\n

Nous vous remercions d\u2019avoir pris le temps de nous \u00e9crire.
\nCordialement,<\/p>\n

Pauline ETIENNE
\nM\u00e9diatrice – Bemiddelaar
\n02\/535.35.95 <\/p>\n

——-
\nGeachte heer\/mevrouw, <\/p>\n

Uw bedankwoord is goed ontvangen door de bemiddelingsdienst van het CHU Saint-Pierre. Wij zullen het doorgeven aan de betrokken personen. Zij zullen er ongetwijfeld blij mee zijn. <\/p>\n

Hartelijk dank dat u de tijd heeft genomen om ons te schrijven.
\nMet vriendelijke groet,<\/p>\n

Pauline ETIENNE
\nBemiddelaar
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_builder_version=”4.23.1″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”1_2″ _builder_version=”4.23.1″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.25.1″ _module_preset=”default” text_font=”Montserrat|300|||||||” text_font_size=”16px” text_line_height=”2em” link_font=”||||||||” ul_font=”||||||||” ol_font=”||||||||” quote_font=”||||||||” global_colors_info=”{}”]<\/p>\n

Contact our Mediation Service <\/strong>\u2013 Route 408b
<\/strong><\/p>\n

Monday to Friday, 9 am to 1 pm<\/p>\n

mediation@stpierre-bru.be<\/a><\/p>\n

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Le m\u00e9diateur est charg\u00e9 de promouvoir la communication entre le patient et le praticien, par le biais d\u2019actions pr\u00e9ventives et constructives.<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"_et_pb_use_builder":"on","_et_pb_old_content":"","_et_gb_content_width":"","_price":"","_stock":"","_tribe_ticket_header":"","_tribe_default_ticket_provider":"","_tribe_ticket_capacity":"0","_ticket_start_date":"","_ticket_end_date":"","_tribe_ticket_show_description":"","_tribe_ticket_show_not_going":false,"_tribe_ticket_use_global_stock":"","_tribe_ticket_global_stock_level":"","_global_stock_mode":"","_global_stock_cap":"","_tribe_rsvp_for_event":"","_tribe_ticket_going_count":"","_tribe_ticket_not_going_count":"","_tribe_tickets_list":"[]","_tribe_ticket_has_attendee_info_fields":false,"footnotes":""},"categories":[],"tags":[3224,3252,3251],"class_list":["post-64717","page","type-page","status-publish","hentry","tag-complain","tag-mediation","tag-quality"],"acf":[],"yoast_head":"\nComplaints and Mediation - 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