State Services has opened a service for complaints about ambulances

Legislation

1. Functional responsibilities of the ambulance (hereinafter referred to as SP):

• 323-FZ;
• Orders of the Ministry of Health of the Russian Federation No. 33n, 388n.

1. The list of necessary medications that should be available to the SP doctor is an appendix to the Order of the Ministry of Health No. 388n.
2. Art. 11 No. 323-FZ - medical care from ambulance paramedics is free, it cannot be refused.
3. The right of every person to receive medical care:

• Art. 19 323-FZ;
• Art. 41 of the Constitution of the Russian Federation;
• Government Resolution No. 1492.

1. Art. 124, 125 of the Criminal Code of the Russian Federation - they did not provide assistance, they left them in danger.
2. Art. 11 of Order of the Ministry of Health No. 388n - when you can go to an ambulance.
3. Art. 16 326-FZ - about health insurance.

Responsibilities

In what cases is the ambulance team required to arrive:

1. Acute illness - the patient did not see a doctor before the call.
2. Injured due to a car accident or natural disaster; assault at home, in a public place.
3. Suddenly became unwell (cardiac/respiratory arrest, anaphylactic shock, stroke).
4. Childbirth, miscarriage, sudden deterioration in the pregnant woman’s condition.
5. An accident occurred (they were burned, frostbitten, cut, broke a limb, damaged any part of the body).
6. For children under one year of age for any disease.
7. Mentally unhealthy people behave violently and are capable of harming others.

The dispatcher correctly refuses to dispatch a brigade if:

1. The patient's health has deteriorated, but he is being monitored by his local doctor.
2. The cause of the disease is hangover.
3. Teeth hurt.
4. They require dressing at home, inhalation, and injections prescribed by the doctor at the clinic.
5. You need to write out a prescription or sick leave.
6. Record death.
7. Get to the hospital, move from one medical facility to another.

The SP should not be confused with a taxi or an on-call nurse. All scheduled treatment procedures are performed in the clinic.

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There are differences between ambulance (emergency) and emergency care. In the first case, the patient's life is at risk. In the second, there is no danger of dying, but a person still needs qualified medical work. The arrival time of an emergency ambulance is 20 minutes, emergency - within 2 hours.

Important! The absence of an insurance policy is not a reason to refuse a patient examination and assistance.

Grounds for complaint

You can file a complaint in the following cases:

1. Unlawful refusal to visit a patient.
2. If they drive for a long time, it’s worth considering that the crew may be busy on another call and get stuck in traffic.
3. They arrived on time, but assistance was not provided in a timely manner.
4. The disease was incorrectly identified.
5. Negligence of doctors, incompetence, rude behavior, neglect of the patient.
6. Necessary medications are not available.
7. They demand money for the services provided - in our country the joint venture is free, operating 24 hours a day.
8. Transportation of the patient was transferred to the shoulders of relatives.

Important! If doctors prove that the mistake was not their fault, there will be no punishment. For example, they were late for a call because several more requests had been received before it, and there were not enough doctors to travel. Or they couldn’t arrive quickly due to traffic congestion.

Service Responsibilities 03

Phone 03 is needed not only for calling an ambulance. The responding specialist is obliged, first of all, to clarify the symptoms of the intended patient and correctly distribute the call to emergency or emergency assistance. His work doesn't end there.

To support the population and possibly provide first aid independently, the operator can give some recommendations to alleviate the patient’s condition and carry out initial measures. Or, on the contrary, express prohibitions on carrying out any actions (for example, carrying or moving a person with possible fractures and ruptures of internal organs).

Upon arrival of the ambulance, doctors are obliged to carefully examine the patient and decide on his immediate hospitalization or carry out medical actions on the spot without going to a medical facility. To do this, they must have appropriate medical equipment and medicines.

However, doctors cannot force the patient to leave his place of residence. The prospective patient may even refuse to go to the hospital by writing a voluntary refusal. Such a document is needed to relieve a person of responsibility from the ambulance personnel who were offered the trip. An adult citizen can write such a paper both on his own behalf and on behalf of his minor child.

By delivering a person by ambulance to the address of his future treatment, he has a better chance of expediting the registration procedure and being escorted to the desired department. This is explained by the fact that the well-being of citizens who arrived independently is supposedly considered more acceptable for long-term waiting in line than those who arrived by ambulance.

Sample complaint against ambulance for actions or inactions

Additional recording of violations by doctors is welcome:

• recording a telephone conversation with the dispatcher;
• witness's testimonies;
• personal account details per day.

The actions of the doctor who came to the call are listed in as much detail as possible. If a conflict arises and the reason for writing a statement is the behavior of the paramedic, try filming it. There are no special requirements for the form of the document; it is drawn up on a general basis. A sample can be found on the Internet.

It is permissible to complain about the entire team as a whole or about a specific doctor. The text of the letter states:

• position and full name of the people being complained about;
• brigade number;
• time and date of departure (refusal to leave) - if there were several cases, describe each time they tried to call an ambulance separately;
• the essence of the statement;
• requirements, wishes;
• reference to the law, date, signature.

Important! The dispatcher cannot determine over the phone whether a paramedic is required or not. The car must be sent anyway!

Keep the tone of the letter businesslike. Obscene language and slander are prohibited. If written by hand, the handwriting should be legible. The document must be drawn up in two copies. One is transferred to a higher authority, the second remains with the patient (with a mark of acceptance).

Rules for calling an ambulance in 2021

How to call an ambulance correctly? Today you can call an ambulance by phone:

• 03 (from a landline phone);
• 103 (from a landline or mobile phone)
• 112 (from a landline or mobile phone).

Note! 112 is a single emergency number that you can call even if your SIM card is blocked or your balance is zero.

When calling an ambulance, be prepared to provide the dispatcher with the following information:

• Call address (do not forget to specify the floor, entrance number and intercom code);
• Patient data (full name, gender, age);
• Patient's symptoms (describe the patient's complaints or external signs of his condition).

It is important! Remember that persons calling emergency medical care are obliged to:

• Provide medical workers with unhindered access (in shoes, with equipment) to the patient;
• Create the necessary conditions for the provision of medical care ;
• Isolate pets that may interfere with medical workers or cause harm to their health/property;
• Assist in transporting the patient to an ambulance.

Where to write and who to complain to if it takes a long time to travel or doesn’t arrive

To begin with, inform the manager at the paramedic’s place of work (chief ambulance and/or chief physician). Then they turn to supervisory and regulatory authorities. It is allowed to duplicate the application simultaneously in several structures.

To the station manager

The head of the joint venture team is the first authority to write to. The actions/inactions of the paramedic will be discussed in detail at the planning meeting. Most likely, there will be a “debriefing” with the chief physician. You can also contact him regarding issues of incompetence of subordinates.

The patient must be notified in writing of the measures taken and the chosen punishment. The perpetrators, depending on the severity of the act, may be deprived of bonuses or fired.

Ministry of Health or Roszdrav

Roszdravnadzor employees have medical education. Their powers include conducting an independent examination. These ministries may face disciplinary action.

Attention! The presence of citizenship or its absence does not matter - the patient must be examined and assistance provided.

To the police

You need to complain to the police if the SP refuses to come. Leaving a person in danger and failing to provide assistance, leading to serious consequences, is a criminal offense.

A doctor arriving under the influence or intentionally causing harm to a patient is the province of police work.

To the prosecutor's office

Where can we get justice if the Ministry of Health is inactive? The answer is filing a complaint with the prosecutor's office. The rules for drawing up a document are similar. The addressee in the header will change. Applications are accepted based on jurisdiction and territorial location. Confirmation is required that the call has been received by the dispatcher. Attach:

• responses from organizations to previously filed complaints (from wherever applications have already been sent);
• call card or its copy, extract from the call log;
• other available evidence.

The call card can be obtained at the location of the ambulance station (only upon written request). The prosecutor's office is notified if the physician's incompetence is revealed, i.e. his actions/inactions led to severe deterioration in health or death.

Is it legal to require the refusal to be in writing?

Based on the above, it follows that hospitalization can be refused only if the patient’s life is not in danger and he does not need treatment in a hospital. But such a decision must be based on diagnostic results, including tests and the use of special medical equipment. The diagnostic results are described in the conclusion of the doctor who examined the patient. A copy of the report must be given to the patient.

Accordingly, if hospitalization was refused based on referral, then the reasons for the refusal should also be indicated in the conclusion and supported by research data.

If the hospital simply refuses to work with the patient, you need to demand from them a written explanation of the reasons.

Where can I call

To complain to the Department of Health, you need to call the toll-free hotline number - 8-800-200-03-89. Citizens from all over the country can apply here. The application will be forwarded to the regional unit of the Ministry of Health. Or for residents of Moscow.

Roszdravnadzor throughout the Russian Federation - 8-800-500-18-35.

Ministry of Health throughout Russia, 8-800-333-55-51.

Telephone numbers of medical supervisory authorities by region are collected on the official website of the Ministry of Health. You can call 24 hours a day.

How long should it take from the call to the arrival of the ambulance?

Currently, the standard time for an ambulance to arrive in Russia is 20 minutes . However, it must be taken into account that in remote regions this figure may be slightly adjusted.

According to Deputy Minister of Health of the Russian Federation Tatyana Yakovleva, regions are allowed to independently change this indicator: “The temporary standard is included in regional medical care programs. This is also usually 20 minutes. For remote areas, for example, somewhere in Yakutia, an ambulance cannot meet such deadlines for obvious reasons. The standard for air ambulance does not work either. And we treat this with understanding."

How to submit

Ways to complain:

1. Apply in person.
2. Send by mail: registered letter + list of enclosed documents + notification of delivery.
3. Use the Internet.

For postal items, there is a mandatory condition - to indicate the return address.

For your information! Anonymous applications will not be considered!

You can contact the Ministry of Health online using this link. Electronic complaint to Roszdravnadzor. Internet reception of the Prosecutor General's Office. You can complain to any police department or prosecutor’s office on the official website if there is a “feedback” option.

An application is also sent to the prosecutor's office through Gosuslugi.

Procedure and consequences

Federal Statute No. 59 sets out requirements for the aggrieved party and the supervisory authority considering the complaint. The received complaint must be registered and sent for processing. The latter includes an analysis of the events described with the help of unscheduled inspections and interviews with possible witnesses and other victims of the offense.

The period for consideration of a complaint after its registration is 30 days. In this case, you can expect a response only if the application is filled out correctly in form and content. The complaint should include the personal and contact information of the complainant, and the problem itself should be stated clearly, factually and in understandable language. It will be useful to support the stated complaint with documentary evidence.

Responsibility

Punishment options for violating the rights of patients and failure to fulfill their duties as a dispatcher and medical staff members of the SP team:

• deprivation of bonuses and/or work (without the right to hold certain positions for several years);
• fine (including compensation for moral/material damage);
• criminal liability up to imprisonment for several years.

The punishment will be chosen in accordance with the legislation of the Russian Federation. The severity of the consequences resulting from the failure to provide medical care or the incompetence of doctors is taken into account.

Dear readers! To solve your problem right now, get a free consultation

— contact the lawyer on duty in the online chat on the right or call: +7 (499) 938 6124 — Moscow and region.
+7 (812) 425 6761 — St. Petersburg and region. 8 (800) 350 8362 - Other regions of the Russian Federation You will not need to waste your time and nerves - an experienced lawyer will solve all your problems! Or describe the situation in the form below:

In what cases can you complain about the work of an ambulance?

Are you dissatisfied with the work of the SMP? You can file a complaint against ambulance for any violation of your rights. For example:

• Refusal to attend a call;
• Long wait for help;
• Failure to provide patient care in a timely manner;
• Incorrect diagnosis , which led to a deterioration in the patient’s health;
• Negligence or incompetence of a medical professional;
• Rough treatment of the patient.

Common mistakes

Mistake No. 1: Silence of violation of the law by a certain person or government body.

Comment: Unfortunately, this is one of the common mistakes that in one way or another affect your future fate. Let's consider an example that almost every person has encountered, but some were silent, while others prevented it. The basis is a bribe, especially if it concerns public sector specialists such as police officers, health care and education. A person takes a bribe for services and then continues to work, where he takes bribes in larger quantities and so on higher and higher, until there is a caring person who will write a complaint and management will take certain measures against this specialist. Accordingly, if a situation occurs in which the ambulance or its employees are to blame and there is actual evidence, then it is necessary to file a complaint.

Mistake #2: Lack of evidence

Comment : Each complaint that is submitted to a government agency must have confirmation, otherwise the sender may receive punishment in the form of prosecution. Therefore, it is worth immediately noting that the complaint and the evidence must be together, only this guarantees a successful resolution of the resulting situation.