Information of the CPPVC on the appeals and complaints of patients on the quality of medical care in the clinics of the «MUK» NCJSC for 6 months 2022

In the clinics of «MUK» NCJSC, the process of filing complaints and appeals of patients is organized, it is documented, each case of a patient's appeal or complaint is considered, if necessary, an internal investigation is organized and conducted, after which an oral or written response is given to the Applicant.

There is also an information system (hereinafter referred to as the IS) of the call center narrowly "Quality control system in the healthcare system", the IS of the FSMS call center. All incoming calls to the call center are narrowly and SMS are also considered. The answer is entered into the information system, brought to the Applicant by the staff of the call center.

The rules for filing and reviewing complaints can be found on the website of «MUK» NCJSC.

For 6 months of 2022, 11 appeals and complaints were received from patients, which is almost three times less than in the same period last year.

Complaints and appeals in the context of the clinics of «MUK» NCJSC

The appeals of patients (3) were of a reference nature, the patients were satisfied with the response and explanations received.

Out of 8 complaints:

-6 unsubstantiated complaints

-1 justified 1 (CMU),

-1 partially justified (CMU).

Attention is drawn to the increase in the number of external inspections of the Department of the Committee for Medical and Pharmaceutical Control of the Ministry of Health, if last year there were only 3 of them for a year, then for 6 months 2022 5 .

SK – 1 (partially justified: not high-quality execution of the NPA Standard of dental care, timely provision of emergency dental care is not organized);

KPZ-3 (1-withdrawn, 2- unfounded; the reason for the appeal is the employer's disagreement with the establishment of a connection between the employee's illness and the profession);

CMU-1 (justified-an unfavorable outcome after the provision of planned surgical treatment).

To improve the quality of medical care in clinics, planned work is carried out, staff training is carried out, according to the results of inspections, corrective action plans are drawn up, which are worked out by clinic staff.

Phone number for contacting the SPVK-

8 (7212) 50-06-45, (internal number) 1847,  (internal number) 1558,   (internal number) 1817

Director SPVK S.I. Volchanskaya