Building a Patient Ombudsman scheme: the Norwegian experience.

The Patient Ombudsman scheme in Norway has gradually been established over the last 25 years, and has its basis in the Patients' Rights Act. The 18 ombudsmen are obliged to assist all users of health services. The question mainly to be dealt with is twofold: In which ways are the aims of the Patient Ombudsmen scheme attended to by the ombudsmen? What do the ombudsmen look upon as key elements in building a functional system? This is examined by means of data from the Norwegian Social Science Data Services, the Norwegian Board of Health Supervision and from a questionnaire presented to the ombudsmen. Besides giving information the ombudsmen take roles as advisors, mediators, advocates and arbitrators. Among the key elements in building a well functioning scheme the ombudsmen in particular mentioned; working independently of health care authorities, the right to investigate cases, and the possibility to make use of the supervisory authority.