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mso-ansi-font-size:6.0pt; font-family:Wingdings;} ol {margin-bottom:0cm;} ul {margin-bottom:0cm;} --Conformément aux dispositions législatives et réglementaires en vigueur, il est créé au sein de l’établissement et pour une durée indéterminée, un organe collégial spécifique dénommé « commission des relations avec les usagers et de la qualité de la prise en charge ».

La dénomination courante de la commission est : « CRUQ ».

La commission des relations avec les usagers et de la qualité de la prise en charge a pour objet :

• de veiller au respect des droits des usagers et de faciliter leurs démarches, et ce, dans tous les domaines, y compris celui de l’organisation des soins et du fonctionnement médical ;

• de contribuer à l’amélioration de la qualité de l’accueil des personnes malades et de leurs proches ;

• de contribuer à l’amélioration de la qualité de la prise en charge des personnes malades.

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examen de certaines plaintes et réclamations des usagers

• réclamations ou plaintes concernées : celles qui ne présentent pas le caractère d’un recours, qu’il soit gracieux ou juridictionnel (cf. lexique joint en annexe du règlement) ;

• modalités d’examen : celles qui sont définies par les articles R. 1112-91 à R. 1112-94 du code de la santé publique (cf. schéma descriptif du traitement des plaintes joint en annexe du règlement).

• des recommandations en vue d’apporter une solution au litige,

• des recommandations tendant à ce que l’intéressé soit informé des voies de recours dont il dispose,

•  un avis motivé en vue du classement du dossier.

• réclamations ou plaintes concernées : l’intégralité des réclamations ou plaintes adressées à l’établissement et des réponses qui y ont été apportées, distinguant notam