Any citizen has the right to file a complaint or other appeal to Roszdravnadzor if a medical institution has violated his rights in the field of healthcare. The purpose of such a document is to initiate verification of the quality and safety of medical activities. The agency is obliged to provide a response to the complainant within 30 days from the date of registration of the complaint.
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In what cases is a complaint filed?
The work of public and private medical institutions, as well as pharmacies, is controlled by the Federal Service for Surveillance in Healthcare. The features and procedure for conducting this activity and the rights of citizens are prescribed in the Federal Law of November 21, 2011 No. 323-FZ. The department is obliged to consider the appeal if it concerns treatment, provision of free medications, or rehabilitation of patients.
A citizen can complain to Roszdravnadzor, for example, in the following cases:
- The rights of citizens to receive free medical care, medicines, and rehabilitation products have been violated.
- The doctor who refused treatment misdiagnosed me.
- The medical institution refused to issue a referral for surgery.
- The private clinic violated the terms of the paid agreement with the patient.
The list of situations is incomplete.
For your information! In addition to Roszdravnadzor, a citizen can contact the prosecutor’s office, court, Rospotrebnadzor, insurance company, FFOMS.
Written complaint
A written complaint to the Ministry of Health does not have a regulated form. The appeal is sent to the Minister of Health; it is also necessary to indicate the name of the originator, contact information, and place of residence.
In the center of the sheet the name of the document is indicated - complaint or claim.
When describing the current situation, it is necessary to avoid lyrical digressions and emotional statements. The claim must be clear, concise, if possible indicating the regulatory framework, and presented in a business style.
It is required to indicate which medical institution the patient applied to, as well as to whom: full name, position held. A sample complaint can be downloaded from this link.
Attach copies of documents and list them in the complaint. In conclusion, ask to resolve the current situation.
Claims are sent to the address: Rakhmanovsky per., 3, Moscow, GSP-4, 127994. You can send an appeal through the local health department or by simple letter. You can find out about the fate of your application by telephone daily.
How to file a complaint to Roszdravnadzor
The complaint form is not established by law, so it can be written in free form. The main thing is to follow the standard structure for a complaint: header, descriptive part, request. The text should not contain colloquial or colloquial expressions or emotionality. It is recommended to write a complaint using a formal business style of speech.
The document must contain the following information:
- Addressee's name. You must indicate the name of the territorial body of the department for which the complaint is intended.
- Who is this appeal coming from? Information about the applying citizen or organization. An individual must indicate his full name, passport details, registration address, and telephone number for contact. If, instead of an individual, the complaint is filed by his representative by proxy, then its details must also be indicated. A legal entity indicates the name, legal address, telephone number, full name and position of the person acting on behalf of the organization.
- The essence of the violation that occurred. Describe the circumstances of the dispute, indicate information about the medical or pharmacy institution, full names of doctors, date and other important information.
- The results of contacting other departments, if any (for example, contacting the chief physician of a medical institution).
- A request to conduct an inspection and take the necessary measures.
- Links to legislative acts.
- Attachments to the complaint. This is documentary evidence of a violation of the rights of patients, if such papers are available (sick leave certificates, correspondence with a medical institution, prescription forms, copies of pages of a medical record, checks for payment for medical services, etc.). You can also attach audio and video materials.
The complaint ends with the signature of the person applying. They also indicate the date of submission of the document to Roszdravnadzor.
Contact via the Internet
The most accessible way to file a complaint without leaving home is to send it through the official website of the Ministry of Health. To submit a complaint you must:
- On the website www.rosminzdrav.ru, select the “Public reception” menu , then in the drop-down list, select “Form for sending an appeal”.
- Fill in all required fields - full name, text of the application . The text should not exceed 2000 characters, so it is necessary to present it concisely and clearly.
- Using the “Select file” button, it is possible to attach electronic documents related to the complaint (scans of certificates, extracts, medical reports).
- Indicate your location (country, city, residential address).
- Choose a feedback method - electronic or written.
- Agree with the procedure for receiving and considering appeals.
- Click the “Send request” button.
Next, it will take some time to study the claim. The response is sent either by email or in writing.
How and where to file a complaint
A complaint must be filed with the territorial body of Roszdravnadzor. You can do this in three ways:
- Personal visit to the department. The citizen himself or his authorized representative comes to the department for an appointment; you need to have an identification document with you, as well as 2 copies of the complaint. On one of them, the employee receiving the documents will mark the receipt of the second copy and leave it to the citizen.
- By post. Documents must be sent by registered mail with a description of the contents and receipt of receipt. This notification will confirm the department's receipt of the letter.
- Electronically. In this case, the complaint is submitted through the public services portal or the Roszdravnadzor website. To do this, you need to provide all the necessary data, write your request in a special field, attach supporting files and submit the form.
For your information! Complaints and other requests received by the department are considered within 30 days from the date of their registration.
Roszdravnadzor is obliged to give a written response to the applicant. It indicates what measures were taken, whether orders to eliminate violations were issued, etc.
Sample complaint to Roszdravnadzor from a legal entity
To the Territorial body of Roszdravnadzor for the UR address: 426039, Izhevsk, st. Dzerzhinsky, 3 from the general director of Perpetual Motion LLC, address: 426009, Izhevsk, st. Partizanskaya, 156, office. 14 tel.
Complaint
I, General Director of Eternal Engine LLC, Nikolaev Sergey Sergeevich (TIN 1834561231, KPP 234123123, OGRN 3451236784563, legal address: 426009, Izhevsk, Partizanskaya st., 156, office 14, tel.: 8 ( 3412) 76-43-21), entered into an agreement with the private clinic “Doctor Profi” (Doctor Profi LLC, INN 5612341231, legal address: 426005, Izhevsk, Elochnaya St., 123) to conduct a medical examination of my workers.
On November 12, 2021, employees of Perpetual Motion LLC underwent a medical examination. The examination of the surgeon and dentist took place in inappropriate conditions, the office was dirty, doctors Voronov A.V. and Sokolov E.K. were without gowns and medical masks. Also on November 13, 2021, the blood test results of three of my employees were lost, one result was false.
Based on the above, I ask that state control be carried out on the quality and safety of medical activities in terms of compliance with the procedures for providing medical care and the standards of Doctor Profi LLC in relation to employees of Perpetual Motion LLC.
Please inform me of the results of the inspection of the quality and procedure for providing medical care by mail to the address indicated above.
Application:
- Contract for medical examination dated November 10, 2020 No. 234 for 2 pages.
- Blood test results from November 13, 2021 (with incorrect values) for 1 liter.
- Results of blood tests dated November 15, 2021 (in correct indicators) per 1 liter.
- Photos of medical offices where patients are received for 5 years.
Nikolaev / S.S. Nikolaev
"19" November 2021
Requirements for written application
1. A citizen in his written appeal must indicate either the name of the state body or local government body to which he is sending a written appeal, or the surname, first name, patronymic of the relevant official, or the position of the relevant person, as well as his surname, first name, patronymic ( the latter - if available), the postal address to which the response should be sent, a notice of forwarding of the appeal, sets out the essence of the proposal, statement or complaint, puts a personal signature and date.
2. If necessary, in support of his arguments, the citizen attaches documents and materials or copies thereof to the written appeal.
3. An appeal received by a state body, local government body or official in the form of an electronic document is subject to consideration in the manner established by this Federal Law. In the appeal, the citizen must indicate his last name, first name, patronymic (the latter - if available), email address to which the response and notification of forwarding of the appeal should be sent. A citizen has the right to attach to such an application the necessary documents and materials in electronic form.
Applications are not considered
1. If the written appeal does not indicate the name of the citizen who sent the appeal and the postal address to which the response should be sent, a response to the appeal is not given. If the said appeal contains information about an illegal act being prepared, committed or committed, as well as about the person preparing, committing or committing it, the appeal must be sent to a state body in accordance with its competence.
2. An appeal in which a court decision is appealed is returned to the citizen who sent the appeal, with an explanation of the procedure for appealing this court decision. According to the Constitution of the Russian Federation, justice in Russia is carried out only by the court. The judicial authorities are independent and act independently of the legislative and executive branches of government. Decisions of judicial authorities are appealed in accordance with the procedural procedure established by law; current legislation prohibits any interference in the process of administration of justice.
3. Written appeals that contain obscene or offensive language, threats to the life, health and property of an official, as well as members of his family, may be left unanswered on the merits of the questions posed in them.
4. If the text of a written appeal cannot be read, a response to the appeal is not given, it is not subject to forwarding for consideration to a state body, local government body or official in accordance with their competence, which is reported to the citizen who sent the appeal, if it the name and postal address are legible.
5. If a citizen’s written appeal contains a question to which he has been repeatedly given written answers on the merits in connection with previously sent appeals, and the appeal does not present new arguments or circumstances, the head of a state body or local government body, an official or an authorized person has the right to decide that the next appeal is groundless and to terminate correspondence with the citizen on this issue, provided that the said appeal and previously sent appeals were sent to the same state body, local government body or the same official. The citizen who sent the appeal is notified of this decision.
6. If an answer on the merits of the question posed in the appeal cannot be given without disclosing information constituting a state or other secret protected by federal law, the citizen who sent the appeal is informed of the impossibility of giving an answer on the merits of the question posed in it due to the inadmissibility of disclosure the specified information.
7. If the reasons why an answer on the merits of the questions raised in the appeal could not be given were subsequently eliminated, the citizen has the right to again send the appeal to the relevant state body, local government body or the relevant official.
Sample of a written request
