Ambulance complaint. Sample and form to fill out 2020

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Published: 11/11/2018

Reading time: 7 min

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The provision of emergency assistance is often carried out with violations committed by employees of the field team or station. Such violations can be eliminated by filing a complaint containing a description of the situation and a demand to correct it. Where the complaint is filed depends on the reason for filing.

Grounds for a complaint against an ambulance
Rules for drawing up a document
Submission procedure

Service Responsibilities 03

According to current legislation, citizens can call an ambulance if any acute illness occurs that poses a threat to life. These may include:

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any kind of bleeding;
disturbances in the respiratory process;
disorders of the circulatory system;
loss of consciousness;
poisoning;
mental disorders dangerous for others and for the patient;
injuries;
childbirth;
any kind of injury;
risk of miscarriage;
thermal or chemical burns;
other conditions that require urgent medical intervention.

According to the order of the Ministry of Health of the Russian Federation, ambulances must perform certain duties:

after calling the patient, the team must arrive within twenty minutes;
provision of timely medical care;
any medical actions must be carried out in accordance with the established procedure;
the doctor is responsible for the correct implementation of medical procedures;
the doctor has no right to be rude to the patient;
the ambulance must work around the clock;
if the patient needs to be taken to the hospital, then an ambulance must carry out the transportation;
free medical care.

But when calling an ambulance, you need to understand that its responsibilities do NOT include the following:

issuing prescriptions;
issuance of sick leave certificates;
dental services;
transportation of corpses;
vaccination;
carrying out various examinations.

The complaint can be directed individually to the driver, to the paramedic, to the dispatcher, or to the entire team.

In what cases is compulsory hospitalization possible?

The Law on the Protection of Citizens' Health provides exceptions for refusing hospitalization. Here is the following list of situations:

the patient has an infectious disease that entails an increased risk of infecting others,
the patient urgently needs to undergo surgery; delay may lead to the death of the person,
a person is unconscious after a fall, accident or other incident,
the patient has a psychiatric illness, he is an incompetent citizen, and there is a threat to life,
the woman has begun labor; in this case, her refusal to hospitalize, written at home or in the prenatal department, is not accepted by the medical staff.

Each situation is considered individually. Regardless of current legislation, doctors can insist on treatment if there is a real need for it.

Grounds for complaint

There are the following grounds for filing a claim for ambulance work:

the brigade refused to come to the call;
the waiting time was more than 20 minutes;
the patient was provided with untimely medical care;
the emergency doctor made a false diagnosis, due to which the patient’s condition worsened;
the doctor was rude to the patient;
doctor's negligence.

What can be a justified reason for refusal?

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.

There are reasons why an ambulance may legally refuse to respond to a call:

Hangover relief.
Elimination of toothache.
Unless the situation is an emergency.
If elective procedures are required, such as dressing wounds.
Ascertainment of death.
The need for a prescription.
The patient is already registered in the hospital.

Where to contact

If the rules for providing emergency care are violated, a complaint can be filed against the executive persons in writing. It is sent to one of the following authorities:

chief physician of the ambulance station;
district office of the Ministry of Health;
health surveillance service;
prosecutor's office - the appeal must contain a request to carry out appropriate checks and punish the perpetrators;
police - appeals should be aimed at recording an offense, which will allow defending the rights of the victim in accordance with the law, but is mainly required in cases related to the criminal code of the Russian Federation;
court - every citizen has the right to defend his rights and interests.

The choice of the authority for filing a complaint is selected depending on the severity of the offense and depending on the wishes of the patient.

To the management

A complaint about an ambulance should initially be directed to management. You can address your appeal to:

head of the department;
to the manager;
to the head physician.

After receiving a complaint, an internal investigation will be conducted. If the fact of illegality of actions is confirmed, the culprit will face punishment in the form of a reprimand. But in some cases, the managers themselves try to hush up such “cases,” and then they will need to contact higher authorities.

Find out how to file a complaint against your neighbors. Where can I complain about the clinic? Read in the article.

To the Ministry of Health

The appeal is submitted to the reception desk for civil cases. Once the complaint is submitted, it is processed. If a violation of the rules is confirmed, the perpetrators are punished.

Filing a complaint to the Ministry of Health is possible in the following ways:

personal delivery of the application;
by mail;
to an email address;
through the Ministry's website.

To the prosecutor's office

An appeal to the prosecutor's office is required only if previously filed complaints to lower authorities (chief doctor, Roszdravnadzor, Ministry of Health) could not lead to the desired result. Punishment for actual actions that are characterized as negligent or unlawful will only be carried out after inspection by competent persons.

Attachments are an important part of any complaint. The first document that must be attached is proof of the fact that an ambulance was called. It can be:

extract from the register;
call card and so on.

Additional documents may confirm the presence of misconduct on the part of the doctor. Also, when contacting the prosecutor's office, copies of responses from lower authorities will be required.

Where to call

A complaint about an ambulance can be made by telephone. To do this you will need to call the following numbers:

Region, city	Instance	Phone number
All around Russia	Police	02
Throughout Russia (calls are made to Moscow)	Department of Health	8
Moscow	Doctor on duty	+7
Moscow	Regional Department of Health	+7
Moscow	Ambulance station named after. A.S. Puchkova	+7; +7; +7
Countrywide	Roszdravnadzor	8
Countrywide	Ministry of Health of the Russian Federation	8
For regions		8

What does an ambulance service mean?

In the Russian Federation, emergency care for citizens is considered a free service. Lack of medical insurance cannot be an obstacle to receiving emergency care.

However, not every resident of the country is aware that the speed and quality of such services will depend on their type. There are two of them in our country:

State emergency medical service for citizens. She comes to the patient only in case of a life threat. According to the law, she is given up to half an hour to visit the patient.
Emergency medical service. The services of this service are provided even in the absence of a threat to life and health, but it can take about 2 hours to travel to the patient and this will be legal.

The service dispatcher determines what type of team to dispatch on a call.

Do you need to restore justice and you have no idea where to complain about emergency doctors who did not fulfill their medical duty? First, understand the legality of their behavior. If we consider the responsibilities of the medical personnel who arrive on call, they must urgently provide the required assistance or hospitalize the patient for inpatient treatment. If the patient refuses, the medical staff gives recommendations orally. Issuing certificates of illness or sick leave is not the responsibility of the team.

How to write a complaint about an ambulance

The legislation does not define the exact form for filing a complaint. But there are points that must be present in the text, otherwise the application will not be processed:

where the complaint is filed (address, name);
applicant details;
Title of the document;
description of the reason for the request;
an indication of the exact offenses (it is advisable to leave links to legislation, which will speed up the process of considering the application);
requirements;
if there are attachments - a list of additional documents;
date and signature of the applicant.

Features of writing and filing a complaint about an ambulance:

It is drawn up in writing, in two copies (for the authorities and for the applicant).
The first appeal should be sent to the station manager. Most often, a violation related to the actions of the team will be resolved by the manager immediately after the complaint is received. The response to the application will be given in writing.
If the result is unsatisfactory, the complaint may be sent to higher authorities.
Each department of the Ministry of Health has employees who receive persons in accordance with issues of violation of rights.
Complaints to all authorities can be sent by mail.
Most authorities suggest the possibility of filing a complaint via the Internet.

The period for consideration of applications regarding medical workers is 30 days to all authorities. The period is counted from the moment the complaint is registered (often this is the same day as the filing of the application).

Sample 2020

When an ambulance may refuse to arrive

So, before filing a complaint against an ambulance, you need to figure out when its actions are legal and when they are not. In the Russian healthcare system and according to regulations, there is a list of diseases that are subject to mandatory ambulance visits, namely:

Diseases of an acute nature.
Injuries and injuries resulting from car accidents or other circumstances. This may include harm to health from a natural disaster.
An accident such as: burn, serious soft tissue injury, fracture, frostbite, etc.
For diseases of a sudden nature: heart attack, suffocation, disorders of the digestive organs, etc.
Labor, pregnancy failure or threatened miscarriage.
For all reasons of vital activity and health of newborns up to 12 months.
To patients with mental disorders, if their behavior can be regarded as violent, which poses a threat to others.

As for the dispatcher’s refusal to send an ambulance, she has the right not to send a brigade in the following cases:

If the patient feels worse, the local doctor monitors his health.
The citizen is an alcoholic and needs to relieve his hangover.
To relieve pain associated with dental diseases.
To assist in medical procedures: injections, dressing wounds and fractures, warming up the respiratory tract, inhalations prescribed as planned in the clinic.
For issuing medical documents and issuing medications and prescriptions for them.
To confirm death and examine the body.
To provide transportation services from one clinic to another.

How to complain about a doctor

The professional activities of a doctor must be carried out in accordance with the standards approved by Order of the Ministry of Health No. 388n. The responsibilities of a doctor include:

the need to assess the condition of the person;
carrying out diagnostics, treatment and resuscitation measures.

Negligence or incompetent behavior is sufficient reason to file a complaint against an emergency physician.

Drawing up an individual complaint against a specific doctor has its own nuances:

First, you need to inquire about the substation that serves the patient's home.
Title of the statement: “Complaint against an emergency doctor.”
The main text of the application must contain the doctor’s personal information (full name, team number). The more specific data the patient provides, the easier it will be for the authorities to hold the doctor accountable.
It is best to first send your complaint to the ambulance station. This will allow the conflict situation to be resolved on the spot. The doctor may receive a reprimand, lose his bonus, and a constructive conversation will be held with him.

An independent audit can be carried out by a department of Roszdravnadzor . The examination will be aimed at determining the facts according to which the doctor can be brought to disciplinary liability. The inspection is carried out by employees who have a medical education. This allows you to obtain reliable data and hold ambulance workers accountable.

Where to go if the ambulance refuses to come

Where to write a complaint against a doctor
Often, having dialed an ambulance, a citizen hears a refusal, or, having recorded the call, the doctors never arrive.

Old people and elderly sick people are especially perplexed by this behavior on the part of medical personnel.

They have no choice but to think that it is simply impossible to help them and, in addition to the existing illness, their psychological peace is being disturbed.

So are the actions of the ambulance legal if they refuse to come to the patient?

Often the dispatcher motivates the refusal by something other than an “emergency”. It is important to note that emergency medical personnel are required to arrive when called in all situations without exception. There is no priority list of diseases and there cannot be one.

If you are denied medical care, doing so is an offense and carries criminal liability. After dialing the emergency room number and hearing a refusal, remind the dispatcher about medical ethics and threaten to file a complaint with the police.

As a rule, after such dialogues, the ambulance team arrives very quickly.

However, the obligation to send an ambulance to the patient can be assessed from the other side. Medical workers are obliged to hospitalize a patient only in the event of a health threat that he cannot eliminate on his own.

For example, severe bleeding, an asthma attack, high blood pressure, heart attack, severe pain, etc. If the patient’s condition is stable, and he is being observed for this disease in the clinic at his place of residence and undergoes annual planned treatment, by dialing an ambulance, you may hear a refusal .

The dispatcher will assess the patient’s condition as satisfactory, and his actions will be completely legal. If you really needed emergency medical care, but were not provided with it, send your complaints to the authorities described above.

Advice. In a situation where the emergency room refuses to help you, it is better to contact the regional health insurance fund.

How to call an ambulance in 2020

To call an ambulance you need to dial:

only for landline phones - 03;
for city and mobile - 103 and 112, the latter is available with a zero balance and a blocked SIM card.

The dispatcher will ask you to report:

call address;
patient data;
symptoms.

Find out where you can file a complaint against MTS. There are several ways to complain about an individual entrepreneur. Read more.

Do you have any complaints against Rostelecom? Read the article on how to write a complaint.

Is it possible to issue a refusal at a medical institution?

The patient may refuse hospitalization at any stage of his visit to the doctor, examination and treatment. You can refuse hospital treatment at three main stages:

during a patient’s examination by a doctor during his initial visit to a specialist,
during the patient’s admission to the emergency room of a medical institution here, the patient becomes familiar with the hospital regime and procedures, methods of treatment, which may not be liked or suitable due to previously diagnosed diseases,
During treatment in a hospital, disagreements often arise between the patient and the doctors due to personal hostility or inconsistency of the prescribed treatment.

In each case, it is enough to write a refusal to hospitalize or inpatient treatment, which should be reported to the attending physician or specialist conducting the examination.

Legal basis

It is worth filing a complaint against ambulance taking into account the following articles of the legislation of the Russian Federation:

Federal Law No. 323 is the main legal act regulating basic issues;
Order of the Ministry of Health No. 388n dated June 20, 2013 - the procedure for providing emergency care established by law;
Order of the Ministry of Health No. 33n dated January 22, 2016 - amendments to Order No. 388n;
RF PP No. 1492 of December 8, 2017 - guarantees of free medical care in 2020, plans for 2020 and 2020;
Article No. 41 of the Constitution - indicates that everyone has the right to receive medical care and health care;
Article No. 16 of Federal Law No. 326 of November 29, 2010 - establishes rights and obligations in insurance;
Article No. 124 of the Criminal Code of the Russian Federation - regulates cases of failure to provide assistance when necessary;
Article No. 125 of the Criminal Code of the Russian Federation - regulates cases of leaving a person in danger.

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Attention!

Due to frequent changes in legislation, information sometimes becomes outdated faster than we can update it on the website.
All cases are very individual and depend on many factors. Basic information does not guarantee a solution to your specific problems.

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Complaints

List of services that you may not use

Before performing any procedures, surgeries or treatment on a patient, the doctor must obtain the person’s consent to these activities. As a rule, the document is signed upon admission to an inpatient setting. However, despite this document, a citizen has the right to write a refusal at any stage of treatment, including from hospitalization in a hospital.