Complaint about BUP (child and adolescent psychiatry)

Some parents find that BUP does not always provide the help their children need. This may be due to long waiting times, lack of follow-up, refusal of referrals, or the child not being met in a good manner.

What can you complain about?

The child does not receive an appointment within a reasonable time.
You experience inadequate or incorrect treatment.
You feel like you are not being heard or taken seriously.
There is poor communication or a breach of confidentiality.
BUP ends the treatment without your agreement.
The child is refused referral to BUP.

Who can complain?

Parents and guardians of children under the age of 16 can complain on behalf of the child.
Young people over the age of 16 have the right to complain on their own, but parents can still support and assist.

How are you progressing?

Before you formally complain, you can request a conversation with the data controller, contact person or department head at BUP.
You can ask for a "second opinion".
Ask specific questions and request written responses to assessments and decisions.

Written complaint

If dialogue does not lead to progress, you can send a written complaint or ask for a "second opinion".

The complaint should contain:

Name and date of birth of the child.
What are you complaining about and why?.
What you want to change or follow up on.
Documentation, if you have any.

The complaint is sent to the relevant BUP department or to the health authority to which it belongs.

If you are a member of Løvemammaene, you can download a template and example of a complaint layout in our closed intranet for members: Spark

«"Second opinion"» (re-evaluation)

It is quite common to ask for a "second opinion". You can start by raising it directly with your psychologist or therapist at BUP. If you feel it is difficult to raise it directly with the therapist, you can send a written request (letter or email) and ask for a new assessment to the head of the department or unit manager at BUP. Explain that you want a new assessment because you feel that the help is not working, or that you need a different perspective.

As a patient (or guardian in the case of children), you have rights:

You can request a second opinion at another health institution or hospital.
This is particularly relevant if you are experiencing a lack of progress or have been refused treatment that you believe is necessary.
Referral for a new assessment can be made via your GP, but BUP will also help you with this if you request it.
If you encounter resistance at BUP, you can contact your GP.
The GP can send a referral to another BUP or to a specialist team for a second opinion.

From circular: § 2-3 Right to reconsideration

Complain further

If you are not successful, you can appeal further to:

The State Administrator: for assessment of patient rights and possible service failure.
The Norwegian Health Authority: in serious cases involving violations of proper health care.
The patient and user ombudsman: for advice, guidance and help in writing a complaint.