Contacting the Ministry of Health: how to do everything right?

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Published: 08/21/2018

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The medical system, like any other, periodically fails. What to do if management refuses to solve the problem?

• Grounds for filing a complaint with the Ministry of Health
• Contact via the Internet
• Written complaint
• Time limits for consideration of a complaint
• What complaints will not be considered?

How to write a complaint to the Ministry of Health of the Russian Federation

To receive complaints against doctors, hospitals or clinics, the Ministry of Health operates several remote channels:

• public Internet reception on the official website of the department;
• hotline phone number;
• Email.

You can also always contact the federal ministry or regional health department through Russian Post. To send a letter, you must first find out the exact postal address and zip code. All necessary contact information is located in the table on this page.

You can also try to convey your message to those in charge on this website - scroll down the page to the special form for feedback.

Contacts of the Ministry of Health

Sample design

The law does not establish a single form in which a claim can be written.
But according to generally accepted rules, the application must contain the following information:

• details of the department to which the document is sent;
• information about the applicant (full name, address);
• a brief description of the problem;
• information about the medical organization and its employees who committed the violation;
• requirements.

At the end of the document you must put a date and signature. The application indicates a convenient way to receive a response to the claim. This can be done via registered mail or email.

The last section in the petition is a list of attached documents. This includes letters to other authorities, written responses from them, photo and video materials proving the presence of violations. The list is presented in the form of a numbered list.

Download a sample complaint against a hospital doctor

Download a sample complaint for personal injury

Download a sample complaint about disclosure of medical confidentiality

Download a sample complaint about rudeness and rudeness of a medical worker

Download a sample complaint about refusal of emergency medical care

Download a sample complaint about refusal to provide information about treatment

Reasons for contacting the Ministry of Health

Citizens of the Russian Federation have the right to contact the Ministry of Health regarding violations of laws governing the healthcare sector. Receive help from the ministry in case of conflict or violation of rights by a clinic, doctor, or hospital.

The reasons for a complaint or claim may be:

• poor-quality patient care in a medical institution;
• boorish and rude behavior of medical personnel;
• erroneous diagnosis or prescription, medical negligence;
• corruption component in the activities of the hospital and its employees, unreasonable assignment of paid services;
• denial of hospitalization or emergency care;
• unsanitary conditions for keeping patients;
• disclosure of medical secrets.

About the organization

The Department of Health is an organization that manages health care facilities. It has several functions:

1. Development of basic provisions and orders.
2. Regulation of institutions.
3. Monitoring the quality of services provided.
4. Improving the functioning of institutions.
5. Property management.
6. Punishment of employees who grossly violate the rules.
7. Organization of inspections.
8. Receiving proposals from the public.
9. Processing incoming complaints, studying them and preparing an official response.

These are the main tasks of the Department of Health. That is, he controls the functioning of institutions and interacts with citizens. This organization is a fairly important link and takes upon itself the solution of major issues.

Writing an appeal on the official website

Send a complaint to the website of the Ministry of Health

To write a complaint through the official website of the Russian Ministry of Health www.rosminzdrav.ru, you need to go sequentially: “Public reception”, “Form for sending messages”.

Here you can find a detailed online form for citizens to contact you, in which you should indicate all the requested data.

Basic requirements for filing a complaint on the website:

• length of the complaint – no more than 2 thousand characters;
• the appeal must contain constructive information - the essence of the problem must be described in detail and clearly, specifying the full name. doctor, name of hospital or clinic;
• as an addition to the description of the complaint, attachments in the form of text documents or images are allowed, the size of the attachment is no more than 5 MB;
• The ministry does not respond to complaints that do not include the sender’s full name, address and contact information.

Attention! Before writing and sending a complaint to the Ministry of Health, you must read the complaint processing policy, and then check the appropriate box under the online form on the website.

Time limits for consideration of a complaint

The time frame for consideration of claims is regulated by Federal Law No. 59-FZ dated May 2, 2006 “On the procedure for considering citizens’ appeals in the Russian Federation”, and Decree of the Government of the Russian Federation dated July 28, 2005 No. 452 “On the standard regulations for the internal organization of federal executive bodies.”

The complaint is considered within 30 days from the date of registration. The fact of registration is notified by email or in writing.

If there is no response from the Ministry of Health, you should contact the prosecutor's office.

Russian Ministry of Health hotline 24/7 for complaints

⇒ The single hotline number of the Ministry of Health for urgent requests is 8-800-550-9903.

This is a federal toll-free line that operates around the clock for all citizens of the Russian Federation. You can use this phone number to file a complaint regarding violations of health protection and medical care standards.

To properly file a complaint via the Russian Ministry of Health hotline, you must:

1. Formulate the question, trying to make it as clear as possible.
2. Write down the correct data for the object of the complaint - the name of the clinic or hospital, full name and position of the medical worker.
3. If the complaint is too extensive to address by telephone, draw up a communication plan or use another method.

Operator competence and response time

Answers to all questions that citizens address are taken under the control of the Moscow Health Department; their resolution, depending on the complexity of the situation, may take varying amounts of time. If a question asked by a citizen over the phone cannot be resolved directly by the operator and concerns certain competent services, it is forwarded to the appropriate department. Not a single call goes unattended by the Department, so everyone who calls the hotline can count on competent assistance. The waiting time for a response depends on the time of day and the load of operators, and can range from 1 to 5 minutes.

Sample complaints to the Ministry of Health

There is no official form or template for filing a complaint against a doctor or clinic. Below you can download sample requests and change them according to your problem.

complaints to the Ministry of Health against a doctor (.doc)

applications to the Ministry of Health for a clinic (.doc)

letters to the Ministry of Health for a hospital (.doc)

When writing an appeal, you should adhere to the following script:

1. In the header on the right, indicate the name of the department, full name and contact information of the applicant.
2. In the body of the letter, describe the essence of the situation, specifying the full name and position of the culprit, and clarifying the violations. It is recommended to refer to the norms and laws that were violated.
3. Indicate your demands: disciplinary action or dismissal of the guilty party, financial compensation to the victim.
4. Provide a description of the documents substantiating the violation - extracts from the medical record, certificates, conclusions, etc.

Grounds for writing a complaint

You can contact the Ministry of Health directly in cases of serious violations. There is an unspoken rule that minor annoyances such as a nurse being rude are not treated at such a high level. The reason to write to the Ministry may be situations when:

• appeal to subordinate structures did not bring the desired result;
• resolving the issue is beyond the competence of local officials (for example, refusal to provide free treatment according to the federal program for patients or the absence in the pharmacy (How to complain about a pharmacy) of medications for patients with diabetes, cancer, etc.)
• an urgent issue that cannot wait for local authorities to resolve it;
• a high-profile case that should be resolved by a higher authority;
• measures to eliminate the violation were ignored by district, regional or other local departments.

Before writing a complaint, it is advisable to collect evidence confirming the violation, as well as attach letters previously sent to other authorities. But the lack of evidence is not an obstacle to filing a complaint.

How to write a letter to the Minister of Health

The leadership of the ministry, represented by Mikhail Albertovich Murashko, as well as his deputies, considers complaints from citizens about decisions made by the heads of regional health departments.

If the applicant previously applied to the Ministry of Health to Veronika Igorevna Skvortsova (ex-minister) and his demands were ignored, he has the right to submit a claim again in one of the ways below:

• send an email;
• write a regular letter;
• leave an appeal for the Minister of Health on the ministry’s website in the “Public Reception” section;
• call the reception.

Making an appointment with the Minister of Health

In the premises of the public reception of the Ministry of Health, the management organized a personal reception of complaints from citizens. The current reception is carried out by the department for working with requests without an appointment. Meetings with the leadership of the ministry are allowed on a first-come, first-served basis.

The minister will not be able to make an appointment, but on the day approved by a special schedule you can communicate with M. A. Murashko’s deputies, as well as with the heads of departments.

Before getting an appointment with the Ministry of Health, you need to present your passport to the responsible official, and also prepare documents confirming the validity of the complaint against the medical institution. During a personal reception, the applicant has the right to receive an oral response to his appeal. He can also leave a letter at the meeting with a request to make a decision on the substance of his issues, and then receive a written response to it within a specified period.

How to submit an electronic appeal

The Moscow City Health Department has an official website through which you can file a complaint. Procedure for submitting an appeal:

• · on the electronic page, select the section “Citizens” – “Questions and Appeals”;
• Click on the “Write an application” section – the site will issue an electronic form to fill out; all fields marked with * are required.

What you need to fill out on the website in the electronic form:

• recipient's name;
• information about the person submitting the application (not only individuals, but also legal entities can file a complaint);
• place of residence, zip code;
• email address, contact numbers;
• describe the essence of the issue and the content of the appeal;
• if necessary, attach an electronic form of the application and the documents attached to it.

The filing of a complaint will be completed by correctly entering the code and agreement for the processing of personal data. The completed information can be viewed before submission by clicking on the “Preview” button. On the website, users can familiarize themselves with the schedule for receiving citizens, where they can also submit the necessary documents.

How and where to call

Multi-line phone number - 8-800-200-0-200. It works without interruption, around the clock, calls from any phone within Russia are free. The load on the line is very high, in order to get through you need to spend a lot of time. Sometimes the connection does not occur even within half an hour, the call is dropped and you have to start all over again. The line is least busy at night - usually from 8 pm to 6 am. But even at this time it is not always possible to get through by phone.

There is also a paid multi-channel phone number - +74956272400. It is also open 24/7, but you will have to pay for the call. Two help desk numbers are suitable for both Russians and foreign citizens:

+7(495)6284453;

+74956272944.

The call is paid. You can complain about the work of medical institutions or specific health workers by calling +74956272993.

To monitor the work of the health service, hotlines of the relevant departments have been created in each region. Moscow and the Moscow region are the leaders in the number of inhabitants.