Complaint against a doctor:

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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?

What or who can you complain about to the Ministry of Health of the Russian Federation?

The word “complaint” in this context is widely used, which is why we use it too. However, the message to the Ministry of Health or the regional Department of Health may not be at all related to errors or violations of the medical team.

Common cases are:

The impossibility of resolving the issue at the local level.
Local medical officials lack certain powers.
An emergency on which a person’s life/health may depend, without the possibility of a prompt solution on the spot.
Transfer of authority on a specific (often high-profile) case to higher authorities.

Agree, in the listed cases there may be no fault of the doctors at all. Which, of course, does not exclude the possibility of real violations:

Unmotivated refusal to help, incl. in emergency
Inappropriate behavior of a specialist, rudeness, rudeness.
Non-compliance with medical confidentiality.
Violation of patient rights.

The last point is quite extensive and includes (but is not limited to): the right to choose a doctor, proper conditions for examination, diagnosis, treatment, both in a clinic and in a hospital, the right to receive information, counseling, compensation moral and real harm, admission of a lawyer to the hospital, etc.

Qualities of a doctor

This is a profession that you should go into by vocation. A doctor must have certain qualities that allow him to perform his job efficiently. These include the presence of:

sharp mind and ability to analyze;
good memory;
the ability to quickly make decisions and take responsibility for the consequences;
stress resistance;
humanity and compassion;
tact;
ability to communicate with patients;
patience and endurance.

A respected doctor should have altruistic inclinations. The need for medical services does not follow a strict schedule - sacrifices of personal time and plans are required. If the doctor is incompetent or has violated any work rules, the patient has the right to appeal to the management of the clinic with a complaint. There is also the possibility of appealing to higher authorities.

How to write a complaint to the Ministry of Health against a doctor or clinic?

The two main ways to file a complaint about a medical facility or a specific doctor online are by reporting to the Ministry of Health and/or the local health department. We will consider both of these methods (the second using the example of Moscow) further, but first we will briefly talk about alternative options.

The following methods can be used as measures of influence on the violator:

Message to hospital/clinic management.
Complain to the Roszdravnadzor hotline by phone or via the website.
To Rospotrebnadzor: 8 (800) 100-00-04 or electronically.
Ministry of Health Complaint Hotline: 8.
Contacting the police, prosecutor's office, court.

The last point is unlikely to be achieved without the involvement of professional consumer rights lawyers, but the purpose of this article is different. Let’s move on to ways to complain to the Ministry of Health about a hospital or clinic.

Online appeal to the Ministry of Health of Russia

In principle, all such forms of requests work according to a similar scheme. But each has its own specifics. To send a complaint to the Ministry of Health of the Russian Federation, follow the following step-by-step instructions:

Go to the special section on the Ministry of Health website.

Please note that registration is not required to send a message, but without it errors often occur.

Enter your personal data in the appropriate fields - last name, first name and patronymic (if available).
In the “Complaint” field, indicate the essence of the complaint. It is important that all the text should not exceed 2000 characters. Therefore, it is better to write the appeal first in one of the text editors. This will help you not to lose it in case of possible errors.
Read also: How to find out the result of a court hearing on the Internet
If you need to attach an electronic document to your message, do so by clicking the “Select file” button under the message field.
Indicate the country from which you are writing, and in the case of Russia, the region.
The next step is to choose a response method:
- You can set the switch to the “Mail” position and then the answer will come by mail, but you will have to fill out many address fields.
- Another option is “Email”. If you select it, you will only have to fill in one field with the address.
Check the box next to the rules and click “Submit request”.

After clicking, you will be redirected to another page of the Ministry of Health resource. That is, it is not necessary for a message about successful sending to appear on the screen - confirmation (if you select an email for a response) can only come by email. It looks something like this:

Electronic complaint to the Moscow Health Department

As already reported, an appeal to the Moscow department will be used as an example, but one must understand that other regional organizations generally work according to the same scheme, but using their own resources.

To submit a complaint, do the following:

Go to the contact page. Log in - you can't do without registration here.
In the “Message recipient” field, select “Moscow Department of Health”.
Check the personal data that was automatically pulled from your profile. Enter information in the blank fields.
Fill out the “Message Contents” section, taking into account:
- In the “Essence of the issue” (1) field, you must put a concise summary of the complaint (no more than 1,000 characters).
Indicate what happened, not forgetting to indicate the medical institution, information about the offender known to you, previously taken measures (where they applied before - a separate field), etc.
Add files (3), if necessary.

Check the box agreeing to the rules and click the “Continue” button.
Double-check the information entered, fulfill a number of possible system requirements and submit your request.

The request will not be considered if there is no readable text and the message is formed only from files and/or links.

Compilation rules

How to write a complaint against a clinic doctor? There is a sample in every medical institution. The document usually describes the situation that has arisen and the reasons for the conflict. You should also use a generally accepted template. How to write a complaint against a clinic doctor? You must adhere to the following rules:

The application is drawn up on a blank A4 sheet.
Everything must be written in legible handwriting.
It is necessary to briefly and clearly describe the essence of the problem.
Please contact us in a business-like and respectful manner.
The use of profanity is excluded.
The problem must be described in detail, without emotion.
Be sure to indicate the date of the doctor’s visit, complaints, his advice, reasons for the conflict and other information that relates to the merits of the case.

It is important to adhere to the sample complaint against a clinic doctor to the chief physician who operates in the organization. But the generally accepted rules for drawing up a document are presented below.

How to write a complaint correctly? Content

Let's look at the text of the appeal in a little more detail. Indeed, there are a number of necessary conditions, without which the message will either not be considered at all, or will require clarification (which means another 30 days, etc.).

There is no ready-made complaint form, but when filing online there is no need for one. There is no need to adhere to the formalities of the document - header, title, essence, date, signature . In addition, sometimes the length of the message is strictly limited.

You must specify:

Date of the incident.
A clinic or hospital is the place where the incident occurred.
Information about the violator or the person you suspect of violating.
The essence of the violation.
Measures you have already taken in this regard.
Result - what you want to get in the end: sort it out, check, punish, etc.

The main thing is to find the right combination between completeness of information and a limited number of characters in the message. Therefore, we once again recommend that you compose the text in advance.

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Compilation

A sample complaint against a clinic doctor will be useful if you are rude, refuse to make an appointment, or impose paid treatment. You should contact the manager. It is likely that an oral complaint will be sufficient to resolve the problem.

You need to calmly express your dissatisfaction orally. You shouldn’t raise your voice, it’s important to control yourself. If you calmly explain the problem, the doctor can make a decision faster. If refused, you must file a complaint and visit the chief physician.

What does the document consist of?

All requests from citizens are accepted and considered. They can be handwritten or in the form of a printed document. How to write a complaint against a clinic doctor? This example will help you do this correctly:

We need an introductory part - a header. It records the name of the body or institution to which the complaint is sent, as well as information about the applicant, including address and telephone number.
The title of the document is indicated in the center of the sheet. There is no need to put a period after the phrase “complaint against a doctor.”
The main part should include a short and clear statement of the essence of the appeal.
The final part of the appeal includes the norms of laws that, in the patient’s opinion, the doctor violated, the essence of the requirements.
At the end, indicate the date and signature, a list of documents that are included in the application.

This is a generally accepted example of a complaint against a clinic doctor. In order to have documentary evidence of the fact of the appeal, the complaint is drawn up in 2 copies. One of them with the application is left at the clinic, and the other is with the applicant with a mark of acceptance. The sample complaint to the head physician of a clinic against a doctor in each institution may be slightly different. Therefore, it is worth checking before submitting.

Private clinic

There are many private clinics in Russia that provide medical services. There is a fee for this work. At the same time, activities are disrupted there too, so patients have the right to file a claim.

In this case, a complaint against the doctor is filed with the same authorities. The claim regarding the quality of services is submitted to Rospotrebnadzor. The work of this body includes control over individual entrepreneurs and individuals providing paid services. This institution will conduct an investigation into violations.

Thus, all patients have the right to file a complaint regarding the doctor’s work. You just need to correctly draw up a complaint, on the basis of which an inspection will be carried out.

To court

All citizens of the Russian Federation have the right to go to court. This is guaranteed by the Constitution of the Russian Federation. Therefore, if legal rights are violated in a medical institution, you can file a claim with the court at your place of residence. The statement states:

name of the court;
circumstances of the conflict;
violated rights.

Evidence must be attached to the application. These can be documents, extracts from the medical history, photos, videos. We will also need information from witnesses who can confirm the circumstances of the conflict. They usually go to court if all higher-level organizations have not helped solve the problem.