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Home » Documents » Complaints » How to file a complaint to Roszdravnadzor?

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.

Hotline Roszdravnadzor, how to write a request?

In this article we will find out how the Roszdravnadzor hotline works, what numbers can the public contact? What questions can the support staff answer?

About the organization

Roszdravnadzor is the federal body for supervision of healthcare in the Russian Federation. All issues related to healthcare are regulated by service standards. Since 2012, it has been a separate body, not subordinate to the Ministry of Health.

If you want to find out any information regarding the registration of licenses, permits, rules for issuing a certain range of drugs, it is recommended to contact the contact center.

Support service specialists are ready to answer citizen requests, both over the phone and online.

How to write an appeal to Roszdravnadzor?

You can write a request through the official website in the “Technical Assistance” section - https://roszdravnadzor.ru/pages/support.

Pay attention to the procedure for filling out the message, specify only correct, reliable information, indicating your full name, contacts, topics and reason. This will make it easier for employees to understand the situation and process the request more quickly.

https://www.youtube.com/watch?v=8oYpvn1WCRc

In other cases, people who have an account on the site have the opportunity to communicate with managers “live.” Leave comments in the appropriate tab and wait for a response within 1-3 minutes.

Additionally, the website has a “Questions and Answers” ​​section, where we collected information on the most exciting topics - https://roszdravnadzor.ru/about/faq.

What is the telephone number of the Roszdravnadzor hotline?

For the convenience of citizens, Russia has a single contact number for processing requests from the public.

The hotline number is free, you can call from any cell phone, as well as landline devices within any region.

Additionally, in the regions you can reach local telephone numbers. Calls are accepted on similar topics related to both the issuance of licenses and permits, and the settlement of issues regarding the issuance and prescription of painkillers.

Roszdravnadzor Help Desk

Roszdravnadzor information desk: +7 (495) 698-45-38,

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.

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.

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.

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.

Complaint to Roszdravnadzor

Each document has its own internal structure, namely:

1. "A cap". The “header” indicates: the addressee, that is, to whom the complaint is sent - the Head of the Territorial Body of the Healthcare Surveillance Service and the address itself; who is sending the complaint (last name, first name, patronymic - if available) and the applicant’s address (for a response).
2. Title (title).
3. The descriptive part (the essence of the appeal). In the descriptive part of the complaint, it is necessary to indicate the essence of the appeal, that is, the circumstances that served as a violation of the citizen’s rights in matters of health care, namely: the quality of medical care, issues related to medical devices and medicines.
4. Petition part (demands).
5. Final part.

IMPORTANT : in accordance with legal requirements, the following must be indicated in the application:

• Last name, first name, patronymic (if available). Without specifying your last name, your application will not be considered.
• The applicant's address or email address to receive a response in the form of an electronic document.

The circumstances must be presented in simple language, in chronological order. The descriptive part should be clear and as concise as possible.

If the main text is voluminous in essence, then it is recommended to divide it into paragraphs and sections, highlighting the main theses.

It is also advisable to indicate the names and positions of those employees of the medical organization who directly contributed to the violation of the right.

At the end of the presentation of the circumstances contributing to the violation of the current legislation, there is a petition part, which sets out the demand, that is, why the appeal was drawn up, what the applicant wants to receive as a result, what to achieve. There are few options here:

• carry out control,
• carry out verification of the stated facts,
• inform about the results.

In the final part, if available, it is necessary to attach copies and/or originals of documents that have both direct significance for confirming the facts specified in the appeal, and directly/indirectly affect the consideration of the appeal in essence as stated. At the end of the document a signature and date are placed.

When is a complaint filed with Roszdravnadzor?

A complaint to Roszdravnadzor can be sent based on serious violations, and it cannot be filed just like that, for example, just because you didn’t like the attending physician. The reasons may be as follows:

1. The patient's rights as prescribed in the legislation of the Russian Federation were violated.
2. Any inadequate medical care or assistance does not meet the standards and fundamental rules.
3. Failures have been identified in the calculation of payments, for example, to honorary donors.
4. Medicines are handled inappropriately.
5. Free medical care was denied (more details at the link).
6. Other cases requiring investigation by Roszdravnadzor

If a patient encounters inaction of medical personnel, there are such cases, then a complaint is filed with Roszdravnadzor against the doctor. Upon review, this government body applies appropriate punitive measures against a specific person.

A complaint to Roszdravnadzor about a hospital is also no less relevant due to inadequate service or improper maintenance of premises, which happens quite often.

Where to write a complaint about the clinic due to the high percentage of attendance at this institution. The answer is simple, this is also Roszdravnadzor.

When drawing up a complaint or petition, oral or written, it is necessary to attach additional documents, as well as a list of relevant evidence.

Our medical lawyer will help you defend the patient’s rights professionally and on time.

How to file a complaint with Roszdravnadzor?

Thanks to the vigilance of citizens, it is possible to identify violations in a timely manner and prevent the occurrence of emergencies and adverse treatment outcomes.

With our help, you can draw up a complaint and send it to the appropriate authority either at your place of residence or to the authority of the Federal Service for Surveillance in Healthcare in the constituent entity of the Russian Federation.

Thanks to modern technologies, it has become possible to perform this procedure electronically. To do this, the patient goes to the official website of the government agency and, through simple steps, registers a complaint against the doctor online. This speeds up the process of reviewing and applying appropriate measures.

Attention: watch a video on the topic - how to protect your consumer rights, and also subscribe to our channel so as not to miss useful information and the opportunity to consult a lawyer for free:

Lawyer for drawing up a complaint to Roszdravnadzor in Yekaterinburg

A complaint to Roszdravnadzor (Federal Service for Surveillance in Healthcare) can eliminate many violations and improve the situation without going to court.

Everyone at least once in their life has sought medical help in an appropriate medical institution. This could be a private clinic, a hospital, or an ordinary public clinic.

And often patients have to deal with various problems that, one way or another, affect the quality of medical care.

This is why many people wonder how to file a complaint with Roszdravnadzor? It is this government organization that deals with various issues related to medical activities. Our lawyers at the Law Office “Katsailidi and Partners” in Yekaterinburg are working in the area of ​​protecting the rights of patients in Russia and are ready to help you in the fight against doctors today.

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.

How to complain about the lack of free medicines?

Lists of population groups and categories of diseases for the outpatient treatment of which medicines and medical products are dispensed free of charge according to doctors’ prescriptions are approved by various regulatory legal acts at the federal and regional levels. Their implementation is often associated with numerous problems that citizens can solve in pre-trial and judicial proceedings.

The most common complaints are about the lack of a drug in the pharmacy or the refusal to issue a preferential prescription. The correct appeal procedure is in which the complaint is first sent to the Health Department of the constituent entity of the Russian Federation. Then, if a written refusal is received (usually citing insufficient funding), it must be attached to the complaint to Roszdravnadzor. This procedure will avoid interdepartmental proceedings and associated red tape. If the control measures of Roszdravnadzor do not take effect, the citizen has the right to appeal to the prosecutor's office or to court.

How to get medicines for free?

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.

Normative base

The liability of medical organizations and the personnel who work in them for causing harm to a patient’s health is regulated by the following legal acts:

• Article 98 of Federal Law No. 323-FZ of November 21, 2011 “On the fundamentals of protecting the health of citizens in the Russian Federation.” According to the provisions of the article, the medical organization and its staff bear full responsibility for the provision of high-quality medical services and possible harm to the patient’s health,
• Decree of the Government of the Russian Federation of November 12, 2011 No. 1152. The resolution approves a provision that describes the directions and forms of state control in the field of healthcare,
• Regulations on the Federal Service for Surveillance in Healthcare. The regulation was approved by Decree of the Government of the Russian Federation of June 30, 2004 No. 323.

Watch the video. The prosecutor's office has launched a hotline for complaints about the work of pharmacies and pharmacists: