{"id":60207,"date":"2025-05-06T13:39:57","date_gmt":"2025-05-06T12:39:57","guid":{"rendered":"https:\/\/www.davita.pt\/?page_id=60207"},"modified":"2025-08-20T14:49:30","modified_gmt":"2025-08-20T13:49:30","slug":"compromisso-gestao-reclamacoes","status":"publish","type":"page","link":"https:\/\/www.davita.pt\/en\/compromisso-gestao-reclamacoes\/","title":{"rendered":"O nosso compromisso na gest\u00e3o das reclama\u00e7\u00f5es"},"content":{"rendered":"<div class=\"complaints-procedure\">\n<h1>O nosso compromisso na gest\u00e3o das reclama\u00e7\u00f5es<\/h1>\n<p>Embora a equipa que cuida de si fa\u00e7a todo o poss\u00edvel para garantir que seja tratado de forma adequada e r\u00e1pida, reconhecemos que, ocasionalmente, as situa\u00e7\u00f5es n\u00e3o correm da melhor forma. Entendemos que, quando h\u00e1 motivo para reclama\u00e7\u00e3o, \u00e9 importante reconhec\u00ea-lo, corrigir as situa\u00e7\u00f5es rapidamente e aprender com a experi\u00eancia. Iremos, portanto, investigar as suas preocupa\u00e7\u00f5es com aqueles que est\u00e3o diretamente envolvidos com a presta\u00e7\u00e3o do cuidado em quest\u00e3o e responder o mais r\u00e1pido poss\u00edvel.<\/p>\n<p>A DaVita est\u00e1 empenhada em garantir que qualquer pessoa ou organiza\u00e7\u00e3o que utilize os servi\u00e7os prestados ou afetados pelas suas opera\u00e7\u00f5es tenha o direito de apresentar uma reclama\u00e7\u00e3o e de ter as suas preocupa\u00e7\u00f5es tratadas de forma a garantir o acesso e equidade, justi\u00e7a, responsabilidade e transpar\u00eancia.<\/p>\n<h4>O nosso compromisso<\/h4>\n<p>Caso dirija uma reclama\u00e7\u00e3o \u00e0 DaVita, pode esperar que n\u00f3s iremos:<\/p>\n<ul>\n<li>Trat\u00e1-lo com respeito;<\/li>\n<li>Dizer-lhe o que esperar enquanto a sua reclama\u00e7\u00e3o est\u00e1 a ser analisada;<\/li>\n<li>Conduzir o processo de tratamento das reclama\u00e7\u00f5es de forma justa e aberta;<\/li>\n<li>Fornecer as raz\u00f5es para as decis\u00f5es tomadas;<\/li>\n<li>Proteger a sua privacidade.<\/li>\n<\/ul>\n<h4>Fazer uma reclama\u00e7\u00e3o<\/h4>\n<p>Caso pretenda efetuar uma reclama\u00e7\u00e3o poder\u00e1 faz\u00ea-lo por escrito ou verbalmente para:<\/p>\n<ul>\n<li><strong>Phone:<\/strong> +351 <strong>210 015 240 <small>(Chamada para a rede fixa nacional)<\/small><\/strong> (um registo escrito ser\u00e1 enviado para aprova\u00e7\u00e3o).<\/li>\n<li>O colaborador envolvido (exceto se a reclama\u00e7\u00e3o for sobre ele).<\/li>\n<li>Diretor Cl\u00ednico\/Enfermeiro Chefe.<\/li>\n<li>Diretor Operacional ou Diretor Geral da DaVita Portugal.<\/li>\n<li>Caixa de sugest\u00f5es\/reclama\u00e7\u00f5es no centro de di\u00e1lise.<\/li>\n<\/ul>\n<h4>A quem devo inicialmente dirigir a reclama\u00e7\u00e3o<\/h4>\n<p>Na medida do poss\u00edvel, deve falar com algu\u00e9m pr\u00f3ximo da causa da sua preocupa\u00e7\u00e3o (m\u00e9dico, enfermeiro, recepcionista, etc.). Muitas vezes, o problema resolve-se imediatamente.<\/p>\n<h4>Reclama\u00e7\u00f5es \u00e0 DaVita Portugal<\/h4>\n<p>Poder\u00e1 reclamar atrav\u00e9s de:<\/p>\n<ul>\n<li><strong>Phone:<\/strong> +351 <strong>210 015 240 <small>(Chamada para a rede fixa nacional)<\/small><\/strong><\/li>\n<li><strong>Email:<\/strong> <strong>geral-pt@davita.com<\/strong>.<\/li>\n<li>Op\u00e7\u00e3o <strong>\u201cContactos\u201d<\/strong> no site <a href=\"https:\/\/www.davita.pt\/en\/\" target=\"_blank\" rel=\"noopener\">davita.pt<\/a>.<\/li>\n<\/ul>\n<p>Forne\u00e7a dados de contacto e detalhes do paciente. Reclama\u00e7\u00f5es an\u00f3nimas podem limitar a investiga\u00e7\u00e3o.<\/p>\n<h4>Quem pode efetuar uma reclama\u00e7\u00e3o<\/h4>\n<ul>\n<li>Pacientes da DaVita.<\/li>\n<li>Parentes\/advogados (com consentimento por escrito).<\/li>\n<li>Representantes de pacientes falecidos, menores ou incapacitados (com documenta\u00e7\u00e3o).<\/li>\n<\/ul>\n<h4>Quando devo fazer uma reclama\u00e7\u00e3o?<\/h4>\n<p>Prazo m\u00e1ximo: <strong>12 meses ap\u00f3s o evento<\/strong>. Prazos podem ser estendidos em casos justificados.<\/p>\n<h4>O que pode esperar ap\u00f3s uma reclama\u00e7\u00e3o por escrito<\/h4>\n<ul>\n<li>Contacto em <strong>3 dias \u00fateis<\/strong>.<\/li>\n<li>Escolha de resposta escrita ou verbal.<\/li>\n<li>Carta de reconhecimento enviada.<\/li>\n<\/ul>\n<h4>O que pode esperar ap\u00f3s uma reclama\u00e7\u00e3o verbal<\/h4>\n<ul>\n<li>Registo detalhado da reclama\u00e7\u00e3o.<\/li>\n<li>Relat\u00f3rio escrito enviado para confirma\u00e7\u00e3o (assinatura necess\u00e1ria).<\/li>\n<\/ul>\n<h4>Se n\u00e3o estiver satisfeito com a resposta<\/h4>\n<ul>\n<li>Contacte a sede nacional da DaVita.<\/li>\n<li>Recorra \u00e0 <a href=\"http:\/\/www.ers.pt\" target=\"_blank\" rel=\"noopener\">Entidade Reguladora da Sa\u00fade<\/a>.<\/li>\n<li>Livro de Reclama\u00e7\u00f5es online: <a href=\"http:\/\/www.livroreclamacoes.pt\" target=\"_blank\" rel=\"noopener\">www.livroreclamacoes.pt<\/a>.<\/li>\n<\/ul>\n<h4>Que tipo de preocupa\u00e7\u00e3o podemos investigar?<\/h4>\n<p>Investigamos reclama\u00e7\u00f5es sobre servi\u00e7os nas nossas instala\u00e7\u00f5es (com consentimento). N\u00e3o investigamos:<\/p>\n<ul>\n<li>Atendimento externo.<\/li>\n<li>Quest\u00f5es laborais de colaboradores.<\/li>\n<li>Casos j\u00e1 resolvidos.<\/li>\n<li>Den\u00fancias an\u00f3nimas sem detalhes.<\/li>\n<\/ul>\n<p>\u00a9 2021 DaVita Inc PORT 02172021 072<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>O nosso compromisso na gest\u00e3o das reclama\u00e7\u00f5es Embora a equipa que cuida de si fa\u00e7a&hellip;<\/p>","protected":false},"author":1,"featured_media":60393,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-60207","page","type-page","status-publish","has-post-thumbnail","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.9 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>O nosso compromisso na gest\u00e3o das reclama\u00e7\u00f5es - DaVita Portugal<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.davita.pt\/en\/compromisso-gestao-reclamacoes\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"O nosso compromisso na gest\u00e3o das reclama\u00e7\u00f5es - 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