Ombudsman asks Social Security to resolve delays in making appointments

Ombudsman led Advice on this matter to the Minister of State for Social Security and Pensions on 19 August, forwards it to the now minister, José Luis Escrivá, to communicate the shortcomings identified in the appointment service and in-person care, so that “Appreciated deficiencies in citizen interest services are eliminated”.

Institution, the situation in SGK “Away from the necessary delivery of an effective and quality public service, it is incompatible with the right to good administration.”

Multiple failed phone calls

Complaints reaching the Ombudsman reflect the difficulties faced by citizens in getting an appointment in any province and receiving alternative care to the telematic communication offered by Social Security. They also condemn they have to make multiple phone calls or resort to the internet to try to get an appointment, they cannot get a positive result.

The agency warns about this. It assumes an “objective and direct breach” of the obligation contained in Article 103.1. constitution, It is the article that determines that the administration should objectively serve the general interests and act in accordance with the principle of efficiency in the performance of its work.

Also remember that the situation affects the reciprocity of the administrative act, because those affected have to seek counseling services in order to successfully carry out their administrative procedures.

In the document sent to Escrivá, The agency acknowledges the Department’s efforts to reverse this sentiment, but warns that it is “not sufficient to receive effective and efficient care that allows direct management of citizen needs.”

In particular, the Ombudsman refers to those who are “in a vulnerable position affected by the digital divide” and that face-to-face care “forms a preferential need”.