User Commission - CDU

The Users' Commission was created by article L.1112-3 of the French Public Health Code and by Decree no. 2016-726 of 1 June 2016. Its operation, in examining complaints and claims submitted to it, is governed by articles R.1112-91 to 94 of the French Public Health Code.

Its role and missions are to

• Ensure that users' rights are respected and facilitate their procedures

• Contribute to improving the quality of reception and care for patients and their families.

• It is consulted on policy relating to reception and care and makes proposals in this area.
• Examine all complaints or claims made by users of the establishment and the action taken on them.

Rights and obligations

• Right of access to medical data relating to complaints and claims, subject to the prior written agreement of the person concerned or their heirs if they are deceased.
• Members of the Commission are bound by professional secrecy, medical secrecy and confidentiality.

Its composition

A legal representative of the establishment

A medical mediator

A non-medical mediator

A member of the quality and risk management department

Two user representatives

The list of CDU members is posted in each department of the establishment.

How and when do I refer a matter to the Commission?

Before referring a matter to the commission, you can make your comments to the medical staff or the department manager.

If this is not possible, or if you are not satisfied with the explanations you receive, you can send a complaint or written claim directly to the establishment's management and, if necessary, ask the Users' Commission to intervene.

You can also send an e-mail to the two user representatives:

- Mrs BERGER Monique - Association France REIN - monberg29@yahoo.fr

- Mrs MARCELIN Maryse - Association Ligue contre le cancer - usagers.dialyseaubagne@almaviva-sante.com