24-hour hotline of the Ministry of Health for complaints in Russia

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Every Russian has the right to medical care, which should be provided free of charge. In case of urgent need, the “03” service is obliged to go to the address from which the call came and provide qualified assistance to the patient. However, there are situations when the actions of doctors only make the patient worse. This may be an incorrect diagnosis or incorrectly selected treatment. It happens that the dispatcher completely refuses to call a medical team.

For your information

In such and other cases, negligent doctors can be influenced through legislation by writing a complaint about an ambulance.

Normative base

When filing a complaint against an ambulance, you should refer to the following legislative acts:

Attention! If you have any questions, you can chat for free with a lawyer at the bottom of the screen or call Moscow; Saint Petersburg; Free call for all of Russia.

1. Federal Law N-323 “On the fundamentals of protecting the health of citizens in the Russian Federation” (in particular, articles , , , , ) is the main law on which you should rely.
2. Order of the Ministry of Health of the Russian Federation dated June 20, 2013 N 388n, approving the procedure for providing emergency medical care.
3. Order of the Ministry of Health of the Russian Federation dated January 22, 2016 N 33n (on amendments to Order dated 06.2013 N 388n).
4. Decree of the Government of the Russian Federation of December 8, 2017 N 1492.
5. Article 41 of the Constitution of the Russian Federation.
6. Article 16 of Federal Law No. 326 “On compulsory health insurance in the Russian Federation.”
7. In some situations, Art. 124 “Failure to provide assistance to a patient” and Art. 125 “Leaving in danger” of the Criminal Code of the Russian Federation.

Additional contacts

In addition to the single hotline, there are several more telephones. Namely:

• 103 - call an ambulance.
• 8-495-870-45-09 — the capital’s hotline for questions related to coronavirus.
• 8-499-842-4-112 - information line regarding dental issues, dental treatment during quarantine.
• 8-495-150-54-45 - anonymous support line for people in self-isolation.

You can find out regional telephone numbers on the website of the Ministry of Health in your city.

Reasons for complaining about an ambulance

In order to complain about ambulance workers, you need grounds. These include:

• long waits for a medical team or refusal to call;
• incorrect diagnosis;
• Having arrived at the address, the doctors delayed providing assistance;
• the doctor made an incorrect diagnosis;
• members of the medical team “03” showed negligence or incompetence in relation to the patient (this includes erroneous methods of examination or treatment, prescribing medications to which, according to the patient, he is allergic);
• lack of necessary medications (their list is indicated in Appendix No. 5 of Order of the Ministry of Health of the Russian Federation N 388n);
• the doctor is rude or rude to the patient, violating the norms of medical ethics;
• Ambulance workers ask for money for medical services.

Attention
If at least one of the above points is violated, the patient has the right to complain about the “03” service.

Ambulance Responsibilities

The functions of service “03” are prescribed in Law No. 323-FZ, in Order of the Ministry of Health of the Russian Federation No. 33n and in Order No. 388n.

• The waiting time for ambulance service should not exceed 20 minutes.
• The medical team must provide assistance in a timely manner.
• Medical procedures must be carried out in accordance with the procedures defined for each specialized ambulance team.
• In accordance with his job description, the doctor is responsible for the correct conduct of all therapeutic and diagnostic procedures, the use of instruments, equipment and devices; for the rational use of drugs. The medical worker must carry out a set of measures to improve or stabilize the patient’s well-being.
• An emergency doctor must comply with professional ethics and avoid rudeness and humiliating behavior towards the patient.
• “03” service teams must work around the clock.
• Team “03” must organize transportation of the patient to a medical facility, if necessary.
• Providing assistance is free of charge.

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.

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Where to write a complaint about an ambulance?

If the patient’s rights, prescribed in Federal Law No. 323, were infringed by ambulance workers, it is worth filing a written complaint to higher authorities (Federal Law N-59 “On the procedure for considering appeals from citizens of the Russian Federation”).

A complaint about service “03” should be sent to:

• To the chief physician of service station “03”.
• Territorial branch of the Ministry of Health.
• Federal Service for Surveillance in Healthcare.
• Prosecutor's office. This law enforcement agency accepts requests from citizens to respond to the offense, conduct an appropriate investigation and punish the perpetrators.
• Court. Citizens have the right to defend their interests in court (Article 11 of the Civil Code of the Russian Federation).
• Police. Citizens can contact this body in order to record violations by medical workers and protect their rights. This concerns criminal actions on the part of doctors, which happens quite rarely.

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.

Sample claim

When drawing up a written complaint against an ambulance, you must indicate the following details:

• Name of the authority and address where the document is sent.
• Full name of the applicant and his contact details.
• Title of the document (eg “Complaint about the ambulance service”).
• Narrative part (the applicant describes the incident, indicating all the clarifying details).
• An indication of the offense (or a list of them) on the part of the medical worker, with reference to the legal framework.
• The essence of the requirement.
• List of attached documents (if necessary).
• Date of document creation.
• Signature.

For your information,
a written complaint about the ambulance can be found here

Procedure and terms of consideration

Since the Ministry of Health is a government agency, it is subject to general legislative acts regulating the procedure for handling complaints. In order for the Ministry of Health to accept an appeal, it must be formalized properly: it is necessary to indicate personal information, state the essence of the problem in an orderly and understandable language without using obscene language or threats.

In addition, it is necessary to follow office work standards when structuring the text of the application. It must contain an introductory part indicating information about the applicant and the addressee. The name of the application is written in the middle. Next comes the text part containing the complaint. In this case, it is better to appeal to specific legislative acts, as well as support your point of view with additional materials.

Current laws when the Ministry of Health considers requests from the website, in writing and via the hotline:

1. Federal Law of the Russian Federation No. 59 of 2006.
2. Government Decree of the Russian Federation of 2005 No. 452.
3. Order of the Ministry of Health of the Russian Federation of 2015 No. 493n.

The timing of the inspection depends on where the person decided to complain, as well as the correct execution of the application. Typically, such a deferment does not exceed 30 days, but can be extended due to the complexity of the problem situation, of which the Ministry of Health notifies the applicant. In addition, incorrect identification of the addressee will result in the message being forwarded, which means an extension of the deadline for another 30 days.

Step-by-step instructions for filing a complaint against an ambulance

1. A complaint about an ambulance must be made in writing in 2 copies. One is sent to the authorized authorities, the other is kept by the patient.
2. First, you should contact the head of the service station “03”. If the medical field team committed an obvious offense against the patient, the perpetrators of the incident may be punished by their immediate supervisor. He is obliged to accept a statement from the victim, consider it, take the necessary measures and give a written response.
3. A written complaint against emergency doctors can be submitted personally to the authorities dealing with citizens’ appeals. Each representative office of the Ministry of Health has offices dealing with issues of citizens' rights.
4. Complaints may be submitted by mail.
5. You can also complain via the Internet. Write in the Internet reception section or to the email address indicated on the official website of the territorial branch of the Ministry of Health or Roszdravnadzor.
6. Having filed a written complaint against medical workers of service “03”, you will have to wait for a response within 30 days from the date of filing (Part 1, Article 12 of Law No. 59-FZ.)

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.

Complaint about a specific emergency doctor

According to the order of the Ministry of Health of the Russian Federation, N 388n, the doctor of service “03” must carry out his professional activities on the basis of approved standards. Its functions include diagnostics, treatment and resuscitation measures, and assessment of the severity of the patient’s condition. If the doctor has shown incompetence or negligence, the patient has the right to seek justice by filing a written complaint against the ambulance worker.

IMPORTANT

First, you should call the “03” service and find out which substation the applicant’s house belongs to. The title of the document should read: “complaint against an emergency physician.” In the text part it is necessary to describe the fact of the violation, the name of the doctor and the number of the team. More specific data should be indicated (names of medications, sequence of actions of medical personnel, etc.).

You can first file a complaint against a doctor at an ambulance station. A negligent doctor will be interviewed, discussed at a planning meeting, and as a result, the bonus will be deprived. In order to bring the doctor of service “03” to disciplinary liability, it makes sense to apply to the local branch of Roszdravnadzor. The specialists working in this authority have a medical education, can conduct an independent verification of the violation and have the authority to hold medical workers accountable.

Additional Information

Depending on the severity of the offense, you can file a complaint against the emergency doctor with other authorized bodies, at the discretion of the patient.

Question answer

Question: The last time I waited for an ambulance to arrive was about 3 hours. Based on which article can I file a complaint?

Answer: In this case, it is not necessary to indicate the violated legal norms; the document can be drawn up in free form and sent to the Chief Physician, and then to the health department. If you ignore it, contact the prosecutor's office.

Question: I called the brigade due to acute pain in the heart and numbness in the limbs. The doctor arrived half an hour later, but refused to do anything due to the lack of a compulsory medical insurance policy. Is this a violation of my right to free medical care?

Answer: For citizens not registered in the compulsory medical insurance system, emergency medical care is provided at the expense of the regional budget (clause 10 of the Letter of the Ministry of Health of Russia dated December 23, 2016 N 11-7/10/2-8304). Thus, the doctor’s refusal was unlawful and is the basis for the complaint.

Question: Dad became ill at his dacha, which is located in the suburbs. They tried to call an ambulance, but the dispatcher refused to place the call due to the distance.

Answer: Paramedics are required to respond to calls, regardless of the location of the victim. The waiting time for a brigade outside the city can only be adjusted. The refusal is unlawful.

Question: The dispatcher of the “103” service refuses to issue a call regarding emergency conditions of students (temperature above 40°, appendicitis) living in the dormitory. His argument is that these people are assigned to clinics at their place of residence, and it doesn’t matter that it may be in another city or even region. Is this legal?

Answer: In cases requiring urgent medical intervention, assistance should be provided immediately and regardless of place of registration. You should complain about this to the health department or the prosecutor's office. You can attach a printout of the phone calls you made and specialists will check it.

Claim for ambulance to the prosecutor's office

The prosecutor's office monitors the implementation of Russian legislation. An application should be sent to this body if a complaint about emergency care has already been submitted to the relevant authorities (Roszdravnadzor or the Ministry of Health of the Russian Federation), and the response received to the complaint is not satisfactory to the patient. Then the patient, faced with negligence, incompetence or other offenses on the part of medical personnel, has the right to file a complaint with the prosecutor's office with a request to conduct an appropriate inspection and punish the perpetrators.

For your information

In the header of the document you must indicate the name of the law enforcement agency and its address. In the text part of the complaint about an ambulance to the prosecutor's office, you need to clearly, in competent language, describe the essence of the incident, with the names of the actors and clarifying data. The following is a list of attached documentation. Here you must attach a copy of the response from the relevant authorities if the complaint has already been submitted to these authorities.

Before writing a written complaint, you should request a document confirming that the patient called the “03” team. This could be a copy of the call card, an extract from the register about contacting the Station during a certain period, etc. The ambulance station can issue these extracts only upon written request. They are provided either to the patient himself or to his legal representative (clause 3 of article 13 “Compliance with medical confidentiality” of Federal Law No. 323).

Alternative appeals

There are several alternative ways to seek help from the ministry. Namely:

• Make an appointment for a personal appointment. The Ministry of Health is located in the capital, at Neglinnaya, 25, entrance 3.
• Send a complaint by mail. Letters are accepted at the address Rakhmanovsky lane, 3, Moscow, GSP-4, 127994.
• Write a complaint through the State Services portal. This can be done via the link https://do.gosuslugi.ru/.

A response is given only to letters written not anonymously, indicating contacts for feedback.

Where to call to complain about an ambulance?

Search for a number by region

Regional numbers of the Russian Ministry of Health are used for complaints about a specific clinic or the medical situation in the city as a whole. The unified hotline also receives complaints throughout the country, but due to its heavy workload it is difficult to reach it.

You can find the number of the regional Ministry of Health as follows:

• Go to https://minzdrav.gov.ru/hotline.
• In the “Select your region” field, specify the appropriate one using the drop-down list.
• Wait a few seconds for the resource to load.

Hotline numbers in your area will appear to the left of the map. Separate telephone numbers are provided for solving corruption issues, assistance with remuneration of health care workers, consultations regarding drug provision and the organization of medical care.

If the ambulance refuses to come

Violating Art. 11 Federal Law No. 323, employees of the “03” service give the patient a reason to file a complaint.

The ambulance cannot refuse a call without compelling reasons. The reasons for calling service “03” are listed in paragraphs 11 and 13 of Order N-388n of the Ministry of Health of the Russian Federation. The ambulance team must go to all citizens of the Russian Federation, regardless of their territorial location. Waiting times for the "03" service to hard-to-reach areas are adjusted based on location. If necessary, evacuation of the patient is organized.

IMPORTANT

Stateless persons and foreigners have equal rights with Russians to receive medical care (Article 19 of Federal Law No. 323).

If by calling “03” the patient is refused the call, the dispatcher can be brought to criminal liability, according to Art. 124 and art. 125 of the Criminal Code of the Russian Federation. In such cases, it is often enough to call “02”, and the police officers will contact the ambulance dispatcher. This call disciplines the employees of station “03”.

Single hotline

The unified hotline of the Ministry of Health operates at 8 495 627-24-00. Calling to it is free, both from landline and mobile devices. It is designed to address global health issues.

Additionally, there is a paid line. The cost of the call depends on the tariff of the operators. It is easier to get into it than the free one, since the number of requests is less.

You can ask questions of a reference nature by calling + 749 562-844-53. Consultations are provided on a paid basis. The cost of the call depends on the rates of your operator. The line works both for citizens of the Russian Federation and for foreigners making calls abroad.

For complaints, use the number.

When can an ambulance refuse to come?

Reasons for justified refusal to call service “03”:

• The patient's condition is satisfactory and he is already registered in the hospital.
• A man is drunk and calls the “03” service in order to relieve a hangover.
• Call to relieve toothache.
• Dressing of wounds, injections, inhalations and other planned procedures prescribed by the attending physician.
• Call to write a prescription for a drug.
• Ascertainment of death.
• If the patient calls an ambulance to be taken to the hospital. In situations that do not require emergency medical intervention, the patient must independently get to the medical facility.

How to submit

There are several ways to submit a complaint.

Personally

The official, against signature, is given a document containing complaints about the work of his subordinates. The second copy must bear the number and signature of the responsible person from the administration of the medical institution.

Send an open letter

An effective method of filing a protest is through the media. Neither the organization’s administration, nor the leadership of the relevant department, nor local executive authorities are interested in publicity. The response to the open letter is almost immediate. The management of the clinic or hospital is trying with all its might to extinguish the flaring scandal.

Through the Internet

Any medical institution has an official website where the email address is entered. It is permissible to complain without a personal visit to the chief physician. You can also file a protest electronically via the Internet addresses of other authorized organizations. On some sites, the claim is submitted online through an operator.

Nuances

Attention:
A complaint about an ambulance must be written in a business style. You must not make mistakes or blots in the document.

It is advisable that the complaint be accompanied by evidence of a violation on the part of the ambulance doctors. This could be photos or videos, eyewitness accounts, documents confirming the doctor’s incorrect actions. With this evidence base, the patient will have a better chance of achieving justice.

Additional Information

The applicant may demand the imposition of a disciplinary sanction on the medical worker, compensation for damage to health in material form, or dismissal under the article.

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