By Oliveira, A.; Portela, F.; Machado, J.; Abelha, A.; Neves, J.M.; Vaz, S.&
IC3K 2015 - Proceedings of the 7th International Joint Conference on Knowledge Discovery, Knowledge Engineering and Knowledge Management
Science and Technology Publications, Lda. All rights reserved. The dissatisfaction of healthcare institutions users has increased in Portugal in the recent years. This fact can be seen through the increase of complaints that the entity responsible in this country has been receiving lately. More and more technical efforts has been done to understand and analyse this tendency. In this paper the authors are proposing an ontology about the whole process of complaints management from healthcare institutions. All the work was developed after analysing the entire process and the data collected by the entity responsible with this matter in Portugal. The ontology developed can show the main concepts involved in the process and the relationship between them. As main ontology entities are person, document, measure and status.