The Ombudsman’s Office of Panama has launched multiple investigations into patient care at two major hospitals. Officials confirmed the probes this week following a surge in complaints from insured patients. The investigations focus on the Arnulfo Arias Madrid Hospital Complex and the Irma de Lourdes Tzanetatos Hospital.
Inspectors conducted walkthroughs at both facilities to verify service conditions. The complaints allege violations of the right to health for patients covered by the Panama Social Security Fund. Specific grievances include poor medical attention, medication shortages, and a lack of reagents and supplies. Emergency room conditions have drawn particular scrutiny.
Patient Accounts Reveal Divided Opinions on Service Quality
Testimonies collected by TVN Noticias show starkly different experiences. One insured patient reported that a family member waited hours without seeing a specialist. The patient remained in a wheelchair while the doctor never conducted an examination during the scheduled shift.
Another patient described a mix-up with laboratory results. The individual received documents bearing another person’s name and birth date. Such errors should never happen, the patient stated, though the hospital later corrected the mistake. [Translated from Spanish]
In a wheelchair, and the doctor never examined him during the time of his shift. [Translated from Spanish]
They gave me another name and another date of birth. These are errors that should not happen. [Translated from Spanish]
Not all feedback was negative. Some users praised recent improvements in care quality. One interviewee described a positive experience with a physician. The doctor provided excellent treatment with kindness and professionalism, the patient said. [Translated from Spanish]
The doctor who treated me, treated me very well, very kindly, very approachable. [Translated from Spanish]
Social Security Fund Responds with Infrastructure Plans
The Social Security Fund issued a statement addressing the ongoing investigations. The institution confirmed it is executing multiple projects to strengthen care quality. These initiatives target infrastructure improvements and service enhancements across its network.
Officials acknowledged years of accumulated deficiencies. The statement cited long-term maintenance neglect and structural problems at various facilities. Current projects aim to correct these systemic issues, the Fund said.
Patients can file complaints through several channels. The Fund reminded insured individuals to use fiscalization officers stationed at medical centers. The 311 phone line and official customer service channels remain available for reporting issues.
The Ombudsman’s Office continues gathering evidence from both hospitals. Investigators are reviewing medical records and interviewing staff members. A preliminary report is expected within 30 days, officials said.
This case highlights ongoing challenges in Panama’s public healthcare system. The Social Security Fund serves millions of insured workers and their families. Facility conditions and service quality have been recurring concerns for patient advocacy groups.
The Arnulfo Arias Madrid Hospital Complex is one of the country’s largest medical facilities. The Irma de Lourdes Tzanetatos Hospital serves a growing population in western Panama. Both institutions have faced capacity pressures in recent years.
Inspectors documented specific issues during their site visits. Medication shortages have forced some patients to purchase drugs privately. Emergency room wait times have exceeded acceptable standards in several reported cases.
The Fund’s improvement projects include equipment upgrades and facility renovations. New digital systems aim to reduce administrative errors like the lab result mix-up. Staff training programs are also being expanded, according to the statement.
Patient rights groups welcomed the Ombudsman’s investigation. They called for transparent findings and concrete corrective actions. The right to health must be guaranteed for all insured individuals, advocates argued.
Both hospitals remain fully operational during the investigation. The Ombudsman’s Office has authority to issue binding recommendations. Non-compliance could result in legal proceedings against responsible officials.
This story was based on reporting by Luis Mendoza for TVN Noticias. The Ombudsman’s Office of Panama continues to accept new complaints related to this case.