A dentist belongs to that group of doctors that every person has to deal with sooner or later. Someone meets a dentist back in early childhood, some only in adulthood. However, sooner or later, any person’s teeth begin to need repair, and then we have only one option left - to consult a dentist.

Dental services today are provided by both public medical institutions and private clinics. But, as practice shows, in both types of medical institutions, the patient may encounter unqualified services. What to do in such cases, where to turn for assistance?

When choosing a particular dental clinic, most citizens rely on two main criteria:

• Cost of services.
• Quality of services.

Contacting public clinic, a person, first of all, expects to receive free medical services in accordance with the compulsory health insurance policy (CHI). As for private clinics, the majority of citizens believe that they can get dental services for more high quality than in state ones. This is partly true - privately practicing dentists value their medical reputation, since their financial well-being depends 100% on the number of clients.

But neither private dentist, nor the “state” are insured against medical errors. And sometimes both doctors simply lack medical experience and qualifications. Accordingly, patients run the risk of receiving low-quality dental services both in a public clinic and in a commercial establishment. Here's just the procedure for filing a complaint wrong actions The dentist in these cases will differ, since the provision of public and commercial medical services is regulated by different supervisory authorities.

A dentist in a state (municipal) clinic is obliged to perform his work in accordance with the requirements for medical employees established by the relevant federal legislation. Thus, he does not have the right to demand from a patient who has compulsory medical insurance policy, treatment fee. He also does not have the right to refuse to provide a visitor to the clinic with dental care. In case of poor-quality treatment, he is obliged to correct the mistakes made.

Accordingly, if a dentist in a clinic begins to openly extort monetary or other “gratitude” from a patient for his services, this is a direct reason to file a complaint against him. A similar case is if he obsessively offers to purchase from him certain “very good medicine"at exorbitant prices. Most often, therefore, he works part-time as a commercial agent for an affiliated pharmaceutical company, or is engaged in outright speculation in medicines.

Complaint to the head physician or department head

But the most common case that causes a patient to file a complaint is poor-quality dental repair. In all of the above cases, a clinic visitor has the right to write a complaint against such a negligent dentist. You should start filing an application with claims against the actions of the state dentist from his immediate superiors - the head dental department or the head physician of the clinic. A complaint about a doctor’s unprofessional actions can be submitted to his superiors in writing or orally.

Filing a complaint with the clinic administration is advisable only in a situation where the dentist’s actions did not cause great harm to your health, and they can be easily corrected. The fact is that the head physician has the right to apply only disciplinary measures to his subordinates: issue a reprimand or warning, deprive of bonuses, etc. But he will no longer be able to demand that the dentist pay you compensation for the damage caused to your health and nerves.

Our state has a special federal service responsible for supervision in the healthcare sector - Roszdravnadzor. Similar health departments are located in each subject of the federation. You can find out their address in your city through the information desk, or using an Internet search engine. Unlike the head of a clinic, this is a different level. Roszdravnadzor employees are obliged, in accordance with the Federal Law “On Citizens' Appeals,” to respond to every complaint filed. But a complaint in this situation is accepted only in the prescribed manner - in writing or electronic form, drawn up in accordance with all the rules of domestic office work.

In each application you must indicate your data (anonymous federal authorities are not considered), clearly describe the essence of your claims, and also attach to the document all the information you have evidence base. This is a copy of the hospital record page, written prescriptions, names and addresses of witnesses. If a consultation or medical examination has already been conducted on your issue, the conclusions of the specialists should be attached to the complaint.

In response to formal complaint Department employees are required to conduct an inspection check of the received signal, and if it is confirmed, apply necessary measures To to this doctor or the management of the clinic. Officials are required to notify the complainant in writing about the results of the inspection ( by registered mail or by email).

Private dentist, as opposed to an employee state clinic, provides its services to on a commercial basis. That is, he has the right to refuse service to a patient who does not have money to pay for his work. But, having taken payment, he is obliged to provide the client with dental services of the appropriate level. Despite his commercial orientation, private clinics must meet the same standard requirements as other medical institutions.

But, since the services of a private dentist are provided on a reimbursable basis, in addition to Roszdravnadzor, Rospotrebnadzor is also involved in monitoring the activities of such institutions. This responsibility was imposed on this federal service by decree of the Russian government of 2012. Thus, the client of a private dentist is a consumer commercial goods, and the dentist himself is the supplier paid services. If provided poor quality services, he is obliged to return the client’s money or correct the mistake at his own expense.

Appeal to the court and prosecutor's office

The judiciary and the prosecutor's office are “universal” authorities to which patients and private practitioners can file a complaint. municipal dentist. This should be addressed in situations where the dentist’s actions have caused significant harm to your health, and you intend to seek administrative or criminal punishment for him, or compensation for the moral, financial and physical damage caused.

If you have enough good reasons To file a complaint, you can demand through the court or the prosecutor's office the payment of monetary compensation, the imposition of a ban on medical practice, or even the closure of a private clinic. However, domestic legal proceedings provide for the adversarial nature of the proceedings. That is, each of the litigants has the right to defend their point of view, using all the arguments they have.

Also, the current procedural legislation provides for a presumption of innocence for the defendant. That is, the complainant will need to prove to the judge the dentist’s guilt in providing poor-quality medical services. To do this, you will need to provide convincing evidence to the court:

• Medical expert's conclusion on the dentist's fault in the admitted medical error. Such a conclusion is issued by the territorial body of Roszdravnadzor, or by a forensic medical examination appointed at the request of a judge.
• Video and audio recordings of your conversations with a negligent doctor.
• Testimony from which the judge can draw conclusions about the real deterioration in your health after visiting the dentist.
• When making a complaint against a private dentist, you should also attach an agreement for the provision of medical services indicating the amount of money paid for them.

To increase the chances of a successful outcome of the litigation, it is recommended to seek assistance from a professional lawyer. He will be able to provide you with the full range legal services– from filing a complaint against a dentist to presenting your case in court.

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Poor quality care can be divided into two categories: poor work done and harm caused to health as a result of the treatment. In order to protect your rights, you need to study the laws “On the Protection of Consumer Rights” and “On Health Care”.

1. If the work was performed poorly and the warranty period has not yet expired

For example, filling, crown. Under warranty, the clinic is obligated to do the work or return its full cost. It is advisable to keep the contract and receipt, although the clinic should have information about your visit. They usually redo the work under warranty without any problems. But for the return cash you need to write an application addressed to general director(chief physician). But few people know that by law you have the right to demand reimbursement for the cost of correcting the work in another, more expensive clinic.

2. If poorly performed work entails more serious consequences

For example, an incorrectly placed crown led to a crack in the root of the tooth and the need to remove it and install an implant. In this case, it is important to be able to prove that it was the installation of the crown that led to the loss of the tooth. How to proceed in this case.

Do not make a scandal or swear under any circumstances - this will not achieve anything, but on the contrary, you will give the unscrupulous clinic time to “prepare” for your claims.

If you are determined, go to paid consultation to a lawyer (free ones are usually uninformative), it is advisable to find a lawyer or company that specializes specifically in medical matters. During the consultation, the lawyer will tell you in what sequence you need to act in your specific situation. Sometimes it is possible to settle everything at the pre-trial stage.

To request medical records, you need to write an application in two copies, on one of them the clinic representative must sign that he accepted it. Provide copies medical documents and medical history upon written request is the responsibility of any medical institution.

Before starting treatment for the consequences in another clinic, ask your doctor to do oral cavity, this will be needed to file a claim.

You can claim compensation for the cost of treatment in this clinic, the cost of subsequent treatment, moral damages (usually from 20 to 50,000 rubles), and all related expenses. The court also imposes a fine equal to the cost of the poor-quality services provided.

Realistically assess your chances if the matter comes to trial. The most difficult thing is to prove the connection between improper treatment and the problems that have arisen, this makes medical examination. Initially, all expenses are paid by you; in case of a positive court decision, they are recovered from the clinic.

Do not enter into polemics with representatives of the clinic. They must appeal all claims and conclusions only in writing.

When paying for expensive work by lawyers, assess the risks. If this is a small private clinic, then it is quite possible that it will close legal entity, and there will simply be no one to sue. Also, do not forget that behind each clinic there is a lawyer who will protect its interests.

Where to complain about a dental clinic if the client stays dissatisfied with the services medical private or public center? In order for complaints and applications submitted for consideration to be effective and bring results, it is necessary to consider each case separately and take into account a number of circumstantial factors. Dentistry today is the most popular type of medical services, which offers a huge range of opportunities. A thorough study of the problem does not always guarantee a positive outcome, so you should always be prepared for unexpected circumstances.

Clean floors, new equipment, friendly staff, robes and even hats are not always the key to quality service and a guarantee of excellent results. If the dentist does not know how to use the equipment and cannot consistently perform manipulations, then problems and complications arise.

The most common problems are:

• misreading of x-rays;
• lack of equipment;
• insufficient qualifications of personnel.

The most important evidence will be an x-ray and a receipt for payment for services. For example, a client contacted private clinic to receive dental services by submitting your x-ray. The doctor carried out the treatment, however, after this the client felt pain and malaise. Having taken a repeat photo after the intervention, the hospital discovered that the dentist had missed the granuloma. If it is not treated, the tooth must be sawed down to create two roots, or completely removed.

Thus, in order to prove that services were provided at this particular clinic, you must provide a receipt or request a log entry from the database.

But difficulties can arise here too:

1. It is necessary to prove that after the dishonest doctor the person no longer sought services from other clinics.
2. It is necessary to prove that all the doctor’s instructions were followed, and that the patient himself did not cause the injury due to poor quality preventive measures after the intervention.
3. We also need testimony from other persons who examined the data reflected on the X-ray.

If it is possible to obtain an opinion, then you need to contact the higher authorities to which dentistry is subordinate within the framework of compulsory medical insurance.

First, you need to figure out who the client is going to complain about: a specific doctor or medical institution. If this is not a private institution, and the doctor is not a private practitioner, then first, you can send an application to the administration. You must submit a claim in the prescribed manner, registering the appeal in the local office.

If the authorized actions are not taken against the doctor, the patient can contact other organizations:

1. If there is no response from management, the complaint is submitted to Roszdravnadzor.
2. The application is sent by mail indicating the reasons.
3. You can also use the online form to submit an appeal.

If here again the complaint against the dental clinic to Roszdravnadzor is ignored, the client has the right to appeal to the court or the prosecutor’s office.

The reason and basis for initiating a case will be claims for services not fully provided or low-quality products that were used for treatment. There is a hierarchy in the healthcare system unless the clinic is private. It turns out that first the motives for the committed act are established, only after that each unit structure checks the clinic for the presence and detection of violations.

In addition, if the client is not given a check, he has every right to write a complaint to Rospotrebnadzor. There you can also find out about the sanctions and tax penalties imposed on the clinic or a specific dentist.

If you initially file a complaint against a dentist from a clinic, it must be sent to court for compensation for material and moral damage. You need to apply to the district court with a claim drawn up in a standard manner. Below is a complaint against a clinic dentist, a sample application can be taken as a basis:

I, _______________, went to the clinic with my child to get a consultation and make an appointment for my son to see a dentist. We were received by a physician _________________, position/category ___________. He said that the child urgently needs to remove the 7th tooth, as it interferes with the development of the rest, and the bite is disturbed. We took all the necessary measures on ______________ (date). After 2 days the child complained of acute pain. The emergency room said there was an infection. All planned measures to remove it were carried out in the hospital _____________ (address).

Later we went to the children's clinic to find out what had been done to the child. Based on the entries in the patient logs, my son was examined. Appointed additional treatment, after which the child was admitted to the hospital again with acute toothache. In this regard, I suspect that the medical services provided were provided negligently and incorrectly. The child was twice admitted to the hospital to eliminate the consequences of medical interventions.

Return to judicial procedure money spent on treatment, moral compensation for the damage and stress caused to the child, as well as money for the forced removal of 2 teeth. In general, the funds I spent in the amount of ___________ rubles will be reimbursed and the amount of damage will be increased to ___________ rubles.

Signature ________, date ________.

If you don't know where to file a complaint about dental clinics, then first you need to find out whether the institution belongs to the supervisory authority. Often, such issues are dealt with by parents whose children’s dentists gave incorrect advice to them and committed unlawful actions: they pulled out a tooth that could have been cured, or put the wrong filling.

If the health committee keeps records of the activities of a private company, then children's doctors first undergo checks to ensure compliance with the license in the area in which they operate.

Physicians and doctors of non-departmental clinics and hospitals are subject to certification checks. If violations are found, the organization is fined. Dental centers are also responsible for civil cases in court for their doctors. To apply for an institution, fill out a form that is issued by a higher authority. Below is a typical complaint about a dental clinic.

The sample is taken as the basis for initiating a case to return funds:

Government organization _____________

Actual registration address __________

From ______________ (full name of the party applying)

Residence or registration address _____________

I, _______________, applied to the private clinic __________ (name, address) with acute pain. I had an x-ray with me, in which the doctor saw that one tooth should be removed due to the process of decay. The seventh tooth from the top on the right really hurt, however, it was not necessary to remove it. I was not offered to install an implant, after which I paid ________ rubles for removal. In another clinic, based on the x-ray, I was told that the tooth could be saved by removing the nerve and one root _______________ (number of the report or examination). The doctor's order is attached to the file. The application was sent to Rospotrebnadzor on the basis of the provision of poor quality services.

Due to the fact that I had _________ (what tooth, reason) _____________ removed, however, the measures were chosen incorrectly, I was left without a tooth and money.

Based on the above, I ask:

Restore justice and impose punishment for the doctor’s negligent attitude towards patients __________ (reasonable basis), demand compensation for damages in the form of money spent in the amount of __________ rubles, and also pay moral compensation in the amount of _______ rubles for the fact that now it is impossible to install an implant in place of the pulled out tooth .

Signature ________, date ___________.

Based on such requests, patients won many cases and returned money. Unfortunately, dental health cannot be restored, however, it is worth fighting for quality dental care.

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There is no strict form for drawing up an application. The main thing is to write legibly and politely, not to resort to threats and abuse against the offender, the organization, the chief physician and his relatives, and also to set the correct date for filing the appeal. How to write:

• in the upper, introductory part of the application, indicate the full name of the head physician, the name of the hospital, the full name and contact information of the applicant.
• state in the main part pressing problem(fact and circumstances of the offense, preferably indicating the date of the incident) and proposals for its resolution.

In Roszdravnadzor, the Federal Service for Surveillance in Healthcare (abbreviated as Roszdravnadzor), upon application of an interested person, will inspect a dental institution or individual practitioner to determine the legality of their professional activity and quality of medical services.

Complaint about a dentist

Electronic form to send a complaint: Positive result the request will be to conduct an unscheduled inspection of private dentistry and draw up a conclusion on the violations identified. “Universal” instances Appeals against serious offenses by doctors in order to compensate for the harm caused to the patient are carried out in the prosecutor’s office and/or court. The same applies to the intention to bring a negligent or incompetent “specialist” to administrative or criminal liability.

And here it does not matter on what basis the dentist carried out his activities - for a fee or within the framework of state medical institutions - if there are sufficient grounds, the supervisory and justice authorities will consider a complaint against a state clinic, legal entity or individual entrepreneur.
OP experts intend to analyze such performance indicators of medical institutions as the availability of information about the appointment of specialists for visitors, the ability to get an appointment on time or diagnostic procedure, waiting time in queues, facts of extortion of money, quality of diagnosis and treatment, adaptability of premises for sick and disabled people, culture of communication with patients. The hotline starts working on May 27. Where can I complain about the clinic? How to write a complaint correctly? If, when visiting a healthcare facility, you experience conflict situation with the younger one medical personnel or doctors, then, of course, the first instance will be the head of this medical institution. The complaint should be submitted to the chief physician (or other official in charge of the clinic).

We file claims and complaints about dentistry correctly

Each region of the Russian Federation has its own contact center, where you can contact by phone hotline or in writing by email. You can ask the Contact Center questions related to protecting the rights of citizens to receive free medical care under the compulsory medical insurance policy.

Attention

To Roszdravnadzor, a patient who is faced with unlawful actions of a doctor has the right to complain about him to Federal service on supervision in the field of health care. This can be done using the usual and by email, as well as by fax and from the official website of Roszdravnadzor by filling out the form.

Important

Ministry of Health Before complaining to the ministry, it is advisable to first try to resolve the conflict in lower authorities. However, the scope of the ministry’s tasks is extensive, which allows you to go there with almost any question.

Where to complain about doctors?

Thus, the victim has the right to immediately sue the dentist and demand compensation. Sample complaint and claim against dentistry First of all, it is worth clarifying that the correct procedure for resolving the conflict is as follows:

• An introductory part with information to whom and from whom the complaint is being sent (the full name of the defendant must also be indicated in the claim).
• Descriptive - with a brief and meaningful statement of the fact of the offense.
• Petition - contains a request formulated and based on current legislative acts.
• List of documents attached to the application.
• Date and signature.

You can file a complaint with the prosecutor's office and the court at the same time, you can first go to the prosecutor's office and, if necessary, continue the proceedings in court, or you can immediately contact the justice authority.
Complaint about a dentist - official document, establishing the patient’s requirements and describing the essence of the emergence of such requirements. According to Article 4 of the Federal Law “On the procedure for considering citizens’ appeals Russian Federation» complaint - a citizen’s request for restoration or protection of his violated rights, freedoms or legitimate interests or the rights, freedoms or legitimate interests of other persons. Responding to a written complaint is mandatory for official bodies and organizations. In addition, the consideration of the complaint must be carried out in full accordance with the procedures and time limits established by this federal law. We offer our sample complaint, in which we tried to take into account all typical situations. You can correct and supplement specified sample- the complaint does not have a mandatory established form.
Author KakSimply! Unfortunately, the quality of free medical care leaves much to be desired. Often, people who come to the clinic for help are faced with indifference and lack of respect from doctors.

Of course, such treatment of patients is unacceptable. Therefore, you need to know to which authorities you can complain about a specific doctor or the clinic itself in order to find justice for this medical staff.