Despacho Normativo N.º 37/1997 de 30 de Janeiro
S.R. DA EDUCAÇÃO E ASSUNTOS SOCIAIS
Despacho Normativo Nº 37/1997 de 30 de Janeiro
Incumbe ao Estado, às Regiões Autónomas e Autarquias proteger o utente os respectivos serviços, tanto mais que a relação estabelecida se conforma com uma relação de consumidor.
Os bens, serviços e direitos fornecidos, prestados e transmitidos, pelos Organismos de Administração Pública estão sujeitos às mesmas regras que disciplinam as relações de consumo entre privados.
De entre as medidas de carácter geral de relacionamento entre a Administração e o utente, neste caso encarado como consumidor, encontra-se o livro de reclamações, que passa, doravante, a ser obrigatório em todos os locais de atendimento de utentes do Serviço Regional de Saúde.
Assim, ao abrigo da alínea g), n.º 1, do artigo 229.º da Constituição. determino o seguinte:
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Sem prejuízo do Despacho Normativo n.º 53/91, de 19 de Março, todos os serviços dependentes da Direcção Regional de Saúde ficam obrigados, a partir de 1 de Fevereiro de 1997, a possuir livro de reclamações nos locais onde seja efectuado atendimento ao público, devendo a sua existência ser divulgada aos utentes de forma visível.
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O livro de reclamações referido só pode ser utilizado depois de autenticado mediante o preenchimento dos termos de abertura e encerramento, a rubrica das folhas e a sua numeração.
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No termo abertura deve fazer-se menção do número de ordem e do destino do livro, bem como do serviço a que pertence.
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No termo de encerramento deve mencionar-se o número de folhas do livro e a rubrica usada.
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A autenticação do livro de reclamações compete...
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