Filing complaints about the procedure for the provision of health services is regulated by Act No. 372/2011 Coll. On health services and conditions of their provision (Law on Health Services). A complaint against a procedure in the provision of health care or against activities related to health care can be filed by:
- patient
- patient's legal representative
- a close person (if the patient cannot do so due to their health condition or if they have died)
- a person authorized by the patient
The provider of health services is obliged to:
- propose to the complainant an oral hearing of the complaint (if appropriate considering the nature of the complaint)
- handle the complaint within 30 days from the day of its receipt (it can reasonably extend this period by another 30 days). If it is a complaint for which they are not competent to handle, they are obliged to refer it demonstrably to the materially competent entity within 5 days from the day of its receipt. They are obliged to inform the complainant about the extension of the deadline and the referral of the complaint
- keep records of the submission of complaints and the manner in which they are dealt with
- to allow the complainant to view a specific complaint file and make copies of it
Procedure for dealing with complaints at Mariánské Lázně Hospital:
- The complaint can be submitted in person or in writing to the director of the company: Complaints filed in person are accepted in the office from Monday to Thursday from 9:00 a.m. to 11:00 a.m. A written record is made of the complaint received in this way, with the date of receipt of the complaint and the signatures of the recipient and the complainant
- A written complaint can be sent by post to the following address: Mariánské Lázně Hospital, s.r.o., U Nemocnice 91/3, 353 01 Mariánské Lázně. A written complaint can also be sent electronically to the email address: info@neml.cz or via data mailbox. Box number: ue3pvaa. In the complaint, the physical person shall state the first and last name, date of birth, place of permanent residence, or a different address for delivery and signature.