Last year, around 1.000 patients or their family members contacted the Ombudsman for Patients of the Clinical Center of Montenegro (KCCG), and more than half of them complained about the inability to schedule appointments for specialist examinations.
According to the Ombudsman's data, patients most often filed complaints about the length of waiting times for health services in the ophthalmology office, for endoscopic methods (colonoscopy and gastroscopy), specialist examinations by rheumatologists and endocrinologists, and diagnostic methods at the Center for Radiological Diagnostics (magnetic resonance imaging or scanner examination).
"From January 1 to December 31, 2024, 1.006 patients or their family members contacted the Protector of Patients' Rights of the KCCG, of which 535 addresses related to the inability to schedule an appointment for specialist examinations, and 374 were recorded as advice, information or mediation in exercising the right to health services. There were 97 complaints related to the quality of health services, the actions of health workers or associates, as well as the organization of the health service," it is written in the responses submitted to "Vijesti".
Oncology patients spared from waiting for imaging
Patient rights advocate Alma Mutapčić She replied that oncology patients most often contacted her because of the long wait for a magnetic resonance imaging (MRI) or multislice computed tomography (MSCT) scan.
"For this reason, the Center for Radiological Diagnostics has established a protocol for oncology patients and patients who have a priority screening proposal, so that the necessary MSCT examination can be performed at a time that is consistent with the control examination by an oncologist or other specialist. The patient submits his medical documentation directly to the counter of the Center for Radiological Diagnostics and, after reviewing it, he is assigned a timely appointment," she explained.
Mutapčić said that since November 11th of last year, a new method of scheduling MRI examinations has been implemented.
"According to the new protocols, the radiologist's council schedules the patient for an examination immediately and issues a referral. If it is assessed that the examination is a priority, and there are no appointments at the KCCG, the council gives an opinion based on which the patient can immediately schedule an examination at a private health institution with which the Health Insurance Fund has a signed contract, without the need for the chosen doctor to issue a referral," emphasized the Protector of Patients' Rights.
There are no appointments in the next six months either.
According to KCCG data, there are currently no appointments available for citizens to see certain endocrinologists, neurologists, urologists, allergists, gastroscopy and colonoscopy offices, cardiology clinics, or dental clinics. There are also not enough appointments for MRI and CT scans.
When it comes to the Institute for Children's Diseases, the youngest patients currently cannot schedule an MRI, CT scan, or MR enterography, and there are no appointments for a child psychiatrist, neurologist, physiatrist, or endocrinologist.
Director of KCCG Aleksandar Radovic Recently, commenting on the problem of long waiting lists, he said that they are inevitable and exist in all European countries.
"We opened appointments for six months, but they were filled immediately. In Europe, there is no limit on the length of the waiting list, so it happens that appointments are scheduled for 2026," said Radović.
KCCG recently introduced an SMS service to inform patients about scheduled examinations, so they receive a reminder seven days in advance, and three days before the appointment they can confirm or cancel the scheduled examination. Data from the end of March indicate that out of 8.200 SMS messages sent, only 3.400 examinations were carried out, which, Radović claims, indicates the need for “further improvement of the system and greater social responsibility of patients.”
What are the powers of the Protector?
Mutapčić explained that the Protector of Patients' Rights carries out two groups of activities within its jurisdiction - dealing with complaints and providing advice or information on patients' rights.
"In some situations, the Protector is an intermediary between the patient and the healthcare worker, and this mediation most often results in the removal of the reason for the complaint. Filing a complaint initiates the resolution procedure. In some cases, the cause of the complaint is removed immediately after addressing the Protector, while in other cases, the clinic director is informed of the complaint relating to the services of the associated clinic, then a statement is requested from the employee and then the complaint is resolved. Each complaint or patient's address is recorded and analyzed with full attention. The Protector's obligation is to submit monthly reports to the director of the KCCG on the number and type of complaints, as well as the activities undertaken related to their individual resolution. Quarterly reports with the same data are submitted to the Ministry of Health. In this way, management identifies deficiencies and implements activities to eliminate them," concludes Mutapčić.
The Center for Radiological Diagnostics has established a protocol for oncology patients and patients who have a priority screening proposal, so that the required MSCT examination can be performed at a time that is in line with the control examination by an oncologist or other specialist. The patient submits his medical documentation directly to the counter of the Center for Radiological Diagnostics and after reviewing it, he is assigned a timely appointment," said Alma Mutapčić, the protector of patients' rights.
1.006 patients or their family members contacted the Ombudsman for Patients of the Croatian Medical Association of Montenegro last year. Of the total number of complaints, 535 related to the inability to schedule appointments for specialist examinations, and 374 were recorded as advice, information or mediation in exercising the right to health services.
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