le service de mediation « droits du patient » dans le secteur « so

!
!
!
!
"#$!%$&'()$!*$!+$*(,-(./!0!*&.(-%!*1!2,-($/-!3!*,/%!#$!%$)-$1&!0!%.(/%!,14!
2$&%.//$%!,5$$%!3!6!$',#1,-(./!*$%!)./*(-(./%!*71/!8./)-(.//$+$/-!)(9#$!
:!,4$!%1&!#$!5&.12$!)(9#$"!;),<($&!*$%!)<,&5$%!*5=:,&>?@>=>!A!,.1-!@>==B!!
!
!
!
!
!
!
&CDDEFG!FHIJK!CL!%HFMJNH!2LOPJN!8QRQFCP!
%CSGQ!DLOPJTLHU!KQNLFJGQ!RH!PC!NVCWSH!CPJIHSGCJFH!HG!HSMJFESSHIHSGU!*5=!
!
!
!
#H!=X!SEMHIOFH!@>=@!
!
!
!
!
2FQKHSGQ!DCF!6!
!
/CGVCPJH!Y,)),(A&$Z/$&%!
!
!
!
,LGHLFK!6!!
!
8COFJ[JE!),/-$##(U!5&,2!A!1#9!
%\PMJH!),&9.//$##$U!)*)%!
#CLFHSNH!*$!+1$#$/,$&$U!+$%.!A!'19!
/CGVCPJH!Y,)),(A&$Z/$&%U!5&,2!A!1#9

2!
!
!
!
!
!

3!
!
!
!
!
!
!
!
"#$%&'(!&)*+',)%*'(!-$!&*./'+!
!
1SJMHFKJGQ!#JOFH!RH!9FL]HPPHK!
/CGVCPJH!YCNNC^A&H\SHFKU!FHKDESKCOPH!KNJHSGJ_JTLHU!NVHFNVHLFH!TLCPJ_JQH!RL!8&%A8/&%U!
5FELDH!RH!&HNVHFNVH!KLF!P7,NGJES!2LOPJTLH!;5&,2B!
8COFJ[JE!)CSGHPPJU!NVCF`Q!RH!FHNVHFNVHK!RL!8&%A8/&%U!5&,2!
aHCSA#ELJK!5HSCFRU!DFE_HKKHLF!EFRJSCJFHU!5&,2!
5L\!#HOHHFU!NVCF`Q!RH!NELFKU!+$-()$%!
!
)HSGFH!RH!*J__LKJES!RH!PC!)LPGLFH!%CSJGCJFH!;)*)%!CKOP!VQOHF`QH!b!Pc(SKGJGLG!RH!%ENJEPE`JH!
A!1#9B!
%\PMJH!)CFOESSHPPHU!KENJEACSGVFEDEPE`LHU!NVCF`QH!RH!FHNVHFNVH!
!
'FJd!1SJMHFKJGHJG!9FLKKHP!
+CFe!#H\KU!DFE_HKKHLFU!+$%.!
#CLFHSNH!*H!+fHPHSCFHU!NVCF`QH!RH!FHNVHFNVHU!+$%.!
%EDVJH!*H!&EHNeU!NVCF`QH!RH!FHNVHFNVHU!+$%.!
!
!
!
0'1'*2%'1',+(!
!
/ELK!GHSESK!b!FHIHFNJHF!GELK!NHL]!TLJ!ESG!DCFGJNJDQ!b!P7QNFJGLFH!HG!b!P7QPCOEFCGJES!RH!NH!
FCDDEFGg!
%\PMJH! )CFOESSHPPHU! DELF! PC! FQRCNGJES! HG! P7QPCOEFCGJES! RH! P7CSCP\KH! KJGLCGJESSHPPH! RHK!
FQ`JESK!hCPPESSH!HG!OFL]HPPEJKH!CJSKJ!TLH!RH!PC!_ESNGJES!RH!IQRJCGJESg!
#CLFHSNH!RH!+fHPHSCHFHU!%E_JH!RH!&ELNe!HG!+CFe!#H\K!DELF!PC!FQRCNGJES!HG!P7QPCOEFCGJES!
RH!P7CSCP\KH!KJGLCGJESSHPPH!RH!PC!FQ`JES!_PCICSRHg!
8COFJ[JE!)CSGHPPJU!DELF!PC!DFQKHSGCGJES!RHK!NCK!RL!iLQOHN!HG!RH!PC!5FCSRHA9FHGC`SHg!
.LGFH! PHK! CLGHLFKU! SELK! KELVCJGESK! FHIHFNJHF! *EIJSJTLH! aEP\! ;)*)%B! DELF! KC!
DCFGJNJDCGJES!b!PC!FHGFCSKNFJDGJES!IJSLGJHLKH!R7HSGFHGJHSKg!
#C!FHNVHFNVH!C!OQSQ_JNJQ!RH!P7CNNEIDC`SHIHSG!RH!aHCSA#ELJK!5HSCFR!HG!RH!5L\!#HOHHFg!
/EK!FHIHFNJHIHSGK!K7CRFHKKHSG!Q`CPHIHSG!CL]!IHIOFHK!RL!NEIJGQ!R7CNNEIDC`SHIHSG!
RH!P7QGLRH!RESG!PH!KLJMJ!CGGHSGJ_!HG!PHK!NESKHJPK!CMJKQK!ESG!_CNJPJGQ!KES!OES!RQFELPHIHSGU!b!
KCMEJF!,SJGC!*LDFH[U!2CGFJNJC!5VJPOHFGU!(KCOHPPH!'CS!RHF!9FHIDGU!+CFJHA/EjPPH!'HFVCH`HSU!
%\PMJH!5F\KESU!'CSHKKC!*HOFH\SHU!-VEICK!'CS!<JFGLIg!
$S_JSU! P7QGLRH! S7CLFCJG! DL! MEJF! PH! dELF! KCSK! P7CNNLHJP! HG! PC! DCFGJNJDCGJES! RH! SEIOFHL]!
CNGHLFK!RL!KHNGHLF!RH!PC!KCSGQ!HG!RHK!KEJSK!CL]!DHFKESSHK!k`QHKg!2CFIJ!NHL]ANJU!DPLKJHLFK!
ESG!DCFGJNJDQ!b!PC!dELFSQH!RH!NPlGLFH!RH!P7QGLRHg!/ELK!FHIHFNJESK!NVCNLS!R7HSGFH!HL]!RH!
SELK!CMEJF!NESKCNFQ!RH!PHLF!DFQNJHL]!GHIDKg!
!
!
!
!

4!
!
!
!
!
!

5!
!
!
!
!
!
!
3.+)!4','!
!
#C!FQDESKH!b!P7CDDHP!R7E__FH!FHPCGJ_!b!PC!DFQKHSGH!QGLRH!C!QGQ!FQRJ`Q!HG!RQDEKQ!HS!ENGEOFH!
@>=>g!#7QGLRH!S7C!DL!RQOLGHF!TL7HS!dLJPPHG!@>==!DELF!K7CNVHMHF!HS!dLJS!@>=@g!#C!9HP`JTLH!
C!NESSL!R7JIDEFGCSGHK!SQ`ENJCGJESK!FHPCGJMHK!b!KC!KGFLNGLFH!JSKGJGLGJESSHPPH!CL!NELFK!RH!
NHGGH! DQFJERHg! /ELK! S7CMESK! DL! DFHSRFH! PC! IHKLFH! RH! NHK! SELMHCL]! QPQIHSGK! RCSK! PC!
DFQKHSGH!QGLRHU!ICJK!PHK!DJKGHK!RH!GFCMCJP!TLJ!FHKKEFGHSG!RH!P7HSTLmGH!FHKGHSG!DHFGJSHSGHK!
RCSK!PC!IHKLFH!En!HPPHK!K7CSNFHSG!RCSK!PHK!FQCPJGQK!RL!KHNGHLF!NESKJRQFQg!
!