Hotline Roszdravnadzor, how to write a request

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How to properly file a complaint

An appeal to the Federal Service for Surveillance in Healthcare is submitted if the consumer of medical services has doubts about their quality and safety. Also if the services do not comply with sanitary and epidemiological rules and regulations.

The application is written in free form in compliance with generally accepted standards when drawing up official requests and appeals to government agencies and bodies. When writing an application by hand, the handwriting must be legible, the paper size must be A4.

It is better to submit the complaint in printed form. The text of the appeal should not contain swear words or insults.

Remember! The application cannot be anonymous, since Roszdravnadzor must respond to the applicant based on the results of consideration of the application.

The complaint must contain the following points:

• full name of the local unit of Roszdravnadzor, which is located at the applicant’s place of residence;
• information about the applicant: full name, address, telephone number, email;
• statement of the circumstances of violation of legislation in the field of healthcare. The text is written in an official business style, the events that occurred are described in order, all essential details are indicated, such as dates, contract numbers, and so on. Next is the patient’s claim (for example, incorrectly prescribed treatment, incorrect diagnosis). The claims are supported by references to legal acts.
• Documents and other materials serving as evidence are attached as attachments to the text of the complaint. Examples of applications: receipts for payment for medical services provided, a patient’s medical record, payment receipts from a pharmacy, sick leave certificates, medical examination results. A large amount of evidence increases your chances of having your complaint upheld;
• the pleading part. Here the applicant indicates what actions he expects from government supervisory authorities;
• date of filing the complaint, signature of the complainant and full name.

Based on the results of consideration of the application, Roszdravnadzor will send a response to the applicant to the specified address.

You should be careful when compiling your list of applications. Evidence is required for both written and oral applications. Documents and other materials containing confirmation of the facts stated in the complaint must be numbered and attached to the appeal itself.

The following documents must be attached to the application to serve as evidence:

• a certified copy of the agreement between the medical organization and the patient for the provision of medical services;
• payment documents – payment receipts, checks;
• if a medical and social examination was carried out, it is necessary to provide the commission’s conclusion, this will confirm that the patient has suffered damage from the actions of medical workers. If you are not satisfied with the commission’s conclusion, then you can submit a complaint to the ITU bureau itself.

Attention! Our qualified lawyers will assist you free of charge and around the clock on any issues. Find out more here.

Address on the map

The address, phone number and operating hours of the organization can be viewed on Yandex Maps.

The Moscow information service accepts calls at the following numbers:

• 8 495 698 4 538;
• 8 499 578 0 230.

Patients with cancer often have problems with pain relief. For convenience, so that a call can be made to the executive authority of a particular subject of the Federation, there are separate local telephone numbers. In the regions:

• Altai –;
• Transbaikal -;
• Krasnodar - 8 800 2000 366;
• Krasnoyarsk – 8 800 700 0 003.

In regional centers:

• Kemerovo – 8 3842 610 905
• Kirovsky – 8 8332 408 022;
• Ivanovsky – 8 4932 939 9 797;
• Voronezh - 8 473 252 0 526;
• Arkhangelsk - 8 8182 453 496.

Hotline numbers operate around the clock in every region of Russia. You need to clarify contacts at your place of residence with the Department of Health.

Addresses, telephone numbers with operating hours of organizations are provided by Yandex Maps. Any official organization has Internet portals for communicating with clients. Roszdravnadzor also created an official website.

Where to file a complaint

You can complain about the actions of a specific physician or staff member directly to the director of the medical organization. If sanitary standards are systematically violated in an institution, and the administration does not respond to this, you should contact Roszdravnadzor.

You can contact the police or other law enforcement agencies regarding issues of corruption in healthcare (extortion of bribes, kickbacks and gifts).

If the subject of the complaint is the negligence of medical personnel, then the application is submitted to the regional Ministry of Health, Roszdravnadzor, and the prosecutor's office. Refusal to provide medical care under a compulsory medical insurance or voluntary health insurance policy is a reason to contact the insurance company.

If a service is included in the compulsory medical insurance list, state and municipal health care institutions should not require payment for it.

They go to court if the patient’s health has been damaged.

What information constitutes medical confidentiality?

Read here what to do if doctors are rude.

How to file a claim for compensation for material damage, read the link:

Important! Before filing a claim in court, you should go through a pre-trial conflict resolution procedure. It involves sending a claim to the administration of a hospital or any other healthcare institution with demands to voluntarily compensate for the damage caused. If the medical organization has not responded or has exceeded the response deadline, then you can file a claim.

Appeal to the Prosecutor's Office of the Russian Federation

Receiving complaints to these bodies is rational in the case where the doctor has violated the law. But due to the large number of procedures, the consideration of the case may be delayed. Sample complaints can be sent to the police in cases where there is evidence that the doctor has committed a criminal act. For example, he forced or illegally performed an abortion, damaged a person’s health, etc.

The prosecutor's office must monitor the observance of human rights, which were given to him by the Constitution of the country. If someone comes here with a complaint about a violation of the rights in question, this body must do everything to check the circumstances and reasons for the complaint. It is important to complain about healthcare not anonymously. An anonymous complaint will not be considered, even if the complaint makes serious allegations.

Also, whether the case will be considered or not is influenced by the availability of documents confirming the offense, which the clinic did. They must be submitted to the prosecutor's office either in person or using special forms on the Internet. The prosecutor's office has special days for personal writing, so it will not be possible to come at a time convenient for the person. But the opportunity to apply on the Internet is always open.

Application samples can be sent not at the reception, but by e-mail or using a special form open on the official website of the prosecutor's office. After a complaint has been received with the required set of documents, the authorities will conduct an inspection, the duration of which is 30 days. You should not expect a response from the prosecutor’s office to arrive within this time frame. Sometimes you have to wait several months for an appointment, given the workload of the authority in question.

Based on the results of verification actions, the authorities can transfer documents to the court so that this authority can deal with the case in the future. Also, the prosecutor's office can issue an official protest against the measures taken by officials, or send a written document to the clinic, warning that offenses have been detected on its territory.

Application methods

The application can be submitted to the following departments of Roszdravnadzor:

• to the Roszdravnadzor unit in the constituent entity of the Russian Federation where the applicant lives;
• to the local division of Roszdravnadzor in the city or municipality;

Options for filing a complaint:

• via mail, including email;
• fill out an online form for citizens to apply on the official portal of Roszdravnadzor;
• during a personal visit to the department. If the patient himself visits Roszdravnadzor, he can leave a complaint orally.

The appeal must be registered and accepted for consideration no later than 3 days after its submission.

Other phones

Regions have separate telephone numbers for contacting the help center. In the constituent entities, requests from citizens are received from 08:00 to 18:00, except Saturday and Sunday:

• Moscow and Moscow region.
• Rostov and Rostov region.
• Novosibirsk
• Krasnoyarsk and Krasnoyarsk region.
• Republic of Bashkortostan (city of Ufa).
• Perm region.
• Altai region.
• Yaroslavl.
• Bryansk region.
• Kursk region.
• Kirov region.
• Omsk and Omsk region.
• Tyumen and Tyumen region.
• Kostroma and Kostroma region.
• Krasnodar region.
• The Republic of Mordovia.
• Primorsky Krai.
• Penza.
• Yekaterinburg and Sverdlovsk region.
• Nizhny Novgorod.
• Tver.
• Volgograd and Volgograd region.
• Irkutsk region.
• Tula.
• Stavropol region.
• Health Department of the Voronezh region.

Functions of Roszdravnadzor according to the law

The main activity of Roszdravnadzor is the implementation of state control in the healthcare sector. The agency monitors the quality and safety of medical services provided in the Russian Federation.

Roszdravnadzor inspection items:

• monitoring compliance with the rights of citizens of the Russian Federation in the field of healthcare by regional and federal authorities, local governments, commercial medical organizations, insurance companies, and so on;
• compliance by medical institutions with the norms and regulations for the provision of medical services and the sale of medical products;
• control of the activities of pharmacies, pharmaceutical workers and warehouses of medical supplies. Monitoring compliance with the rules for the sale of medicinal products;
• ensuring internal and external control of the quality and safety of medical services provided in medical institutions in the Russian Federation;
• monitoring the situation on the drug market;
• payments to honorary donors of the Russian Federation;
• inspection of mental health facilities;
• tracking the availability of vital drugs in healthcare institutions and pharmacies, as well as prices for these items on the market.

Reasons for submitting a document

Please note! When to file a complaint:

• the results of treatment are not satisfactory to the patient;
• the patient’s rights were violated in the process of providing medical care;
• the norms and rules for the provision of medical services were not observed;
• the rules for the sale and use of medicines were violated;
• payments under the “Honorary Donor” programs were calculated incorrectly, etc.

If the above rules were violated by a specific medical employee, then a complaint can be filed with Roszdravnadzor against him personally. The result of consideration of such an application, if it is satisfied, is measures against a specific person.

But most often they complain to supervisory authorities about the entire medical organization at once. Inaction of doctors, negligence, poor-quality medical services - all these are grounds for filing a complaint with Roszdravnadzor.

Watch the video. Where to complain about negligent doctors:

Implications for the physician

Complaint against a clinic doctor: sample
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The result of consideration of the complaint on the merits

In the process of conducting a scheduled or unscheduled inspection of a medical organization, document flow, the quality of medical services, and the legality of the medical institution’s economic activities are studied.

If violations are detected, the administration of the medical organization receives an order from Roszdravnadzor employees with demands to eliminate the violations. If the violations have signs of a crime, the documents may be sent to the prosecutor's office.

Note! For failure to provide citizens with information about receiving medical services within the framework of the state medical assistance program, a penalty is provided, the amount of which ranges from 10 thousand rubles to 30 thousand rubles.

If Roszdravnadzor employees violated the law, or the results of the inspection did not satisfy the applicant, he can go to court.

Drawing up a statement of claim

The statement of claim must contain the following parts:

• full name of the court to which the claim is filed;
• information about the plaintiff: full name, residential address;
• information about the defendant – in case of provision of medical services, the defendant is a medical organization;
• amount of claims in rubles. In addition, the losing party bears all legal costs;
• a complete statement of the circumstances of the case without obscene language, slang and insults. It is necessary to indicate what medical service or services were provided. The text must contain references to laws and other regulations, the provisions of which were violated;
• list of applications;
• document confirming payment of the state fee for filing a claim;
• date of filing the claim, signature and transcript of the plaintiff’s signature;

The evidence base for filing a claim must be solid. Any documents related to the circumstances of the claim must be collected and attached to the application. The more evidence, the greater the chances of winning in court.

Possible applications:

• results of medical examinations and procedures;
• referrals for examinations;
• medical prescriptions;
• witness's testimonies;
• patient chart and medical history;
• other documents confirming the validity of the plaintiff’s claims and the veracity of the information presented in the claim.

Patient's rights

Article 41 of the Russian Constitution guarantees all citizens of the Russian Federation the right to receive medical care in state and municipal medical organizations on a free basis.

All citizens of the Russian Federation can choose their own medical organization that will provide them with medical services. This right is enshrined in the Order of the Ministry of Health of the Russian Federation dated April 26, 2012 No. 406n.

To change your medical organization, you need to submit an application to the appropriate healthcare institution. The following must be attached to the application: SNILS, health insurance policy, passport of a citizen of the Russian Federation).

All services provided in medical organizations must be of high quality. Before carrying out any medical intervention, medical facility staff must obtain written consent from the patient. If, as a result of the actions of the staff of a medical institution, the patient’s health was harmed, he has the right to compensation for the harm caused.