Authorities to which one can complain
- The director of the health care facility or founder of the health care facility (regional council or the Ministry of Health in case of university hospitals and the majority of psychiatric hospitals) in which the patient was hospitalized. You can ask for a review of the treatment – appropriate in case of inpatient care.
- The head of the health care facility will investigate the complaint with the relevant workers and send his or her statement to the patient. Resolution of complaints is based on the Administrative Code, according to which it takes up to 30 and not longer than 60 days.
- The Czech Medical Chamber, which deals with complaints involving professional misconduct or suspicions that a physician did not proceed ethically, or if a complaint involves an incorrect medicament prescription.
- You can complain about physicians’ unethical or unprofessional conduct within one year after the date it occurred.
- A complaint need not be made by the aggrieved patient; it may be made by anyone (for example, a relative).
- A complaint must be in writing.
- A complaint should be resolved within six months of its receipt.
- If a patient is not satisfied with the way their complaint is resolved, they can file an objection within 15 days after receipt of the decision of the Review Committee, which is then decided by the Honorary Board of the Czech Medical Chamber. The physician against whom the proceedings are conducted may appeal against the decision, as well as a delegated member of the Review Committee.
- The health insurer if the patient believes a health worker did not provide proper care and if a physician or other worker refused to perform a medical procedure that is part of reimbursed care.
- Revision physician of the insurer will review the necessity of a treatment procedure with special consideration of its course and determine whether the procedure corresponds with the care charged to the health insurer, whether only necessary procedures were charged and whether the type of provided health care corresponds to the patient’s health conditions.
- Resolution of complaints is based on the Administrative Code, according to which it takes up to 60 days.
- The competent state administration authority that registered the health care facility concerned (a regional council or Prague City Council if a private facility is concerned).
- In all these cases the insured person should address the complaint to the Ministry of Health where it will be investigated by the Supervision Department, which keeps a central register of complaints and investigates them in collaboration with the ministry’s specialized departments and competent health authorities and organizations.
It should be noted that a complaint cannot be anonymous. It should contain sufficient information to be resolved by a competent body. If the situation is more complicated, it is often useful to ask for a copy of the medical documentation and consult an expert.
If one is not satisfied with the material aspect of a complaint resolution or the length of time necessary to resolve one or has suspicion of bias in dealing with a complaint, they can contact the ombudsman (public protector of rights) who will investigate the whole situation.