Order No. 11/23 dated January 10, 2023 "On approval of the procedure for considering complaints and appeals of citizens to the GAUZ "SP No. 35 DZM"

• Order No. 11/23 dated January 10, 2023 "On approval of the procedure for considering complaints and appeals of citizens to the GAUZ "SP No. 35 DZM"

In pursuance of the Federal Law of 02.05.2006 No. 59-FZ “On the procedure for considering citizens’ appeals in the Russian Federation”,

I ORDER:

1. To approve the Regulation “On the procedure for considering citizens’ appeals to the State Autonomous Healthcare Institution “SP No. 35 of the Department of Health of the City of Moscow” in accordance with the appendix to this order.
2. The person responsible for organizing work, analyzing and reporting on citizens' requests shall be appointed acting deputy chief physician for medical affairs - E.E. Bayramov, and in his absence - the person performing duties during the period of absence.
3. The person responsible for registering citizens' requests shall be appointed - E.V. Peshekhonova.
4. For informing citizens about the organization of consideration of citizens' appeals - heads of structural divisions.
5. Responsible persons (paragraphs 2-4 of this order) shall strictly and unconditionally comply with the requirements of the approved regulation (paragraph 1 of this order).
6. I reserve control over the execution of this order.

REGULATION on the procedure for considering citizens' appeals to the State Autonomous Healthcare Institution "SP No. 35 DZM"

1. General provisions

This Regulation has been developed in accordance with the Constitution of the Russian Federation, Federal Law of 02.05.2006 No. 59-FZ “On the procedure for considering appeals from citizens of the Russian Federation”.

This Regulation has been drawn up in order to guarantee the constitutional rights of citizens to apply to the Regional Health Institution “SP No. 35 of the Moscow Health Department”, hereinafter referred to as the Polyclinic.

This Regulation defines the procedure for considering and registering citizens’ appeals.

1. Basic terms used in the Regulation

An appeal is a proposal, statement or complaint sent in writing or in the form of an electronic document, as well as an oral appeal from a citizen to a government agency or local government body;

A proposal is a citizen’s recommendation for improving activities, development, and quality of medical care;

Application - a citizen's request for assistance in the implementation of his constitutional rights and freedoms or the constitutional rights and freedoms of other persons, or a report of a violation of laws and other regulatory legal acts, shortcomings in the work of the Clinic, officials, or criticism of the activities of the Clinic and officials;

A complaint is a request from a citizen for the restoration or protection of his violated rights, freedoms or legitimate interests or the rights, freedoms or legitimate interests of other persons;

An official is a person who, permanently, temporarily or by special authority, exercises the functions of a representative of the authorities or performs organizational and managerial, administrative and economic functions in the Polyclinic.

1. Rights of citizens when considering applications

When considering an appeal, a citizen has the right to:

1. Submit additional documents and materials, or make a request to obtain them, including in electronic form;
2. To become familiar with documents and materials related to the consideration of the appeal, if this does not affect the rights, freedoms and legitimate interests of other persons and if the said documents and materials do not contain information constituting a state or other secret protected by federal law;
3. Receive a written response on the merits of the issues raised in the appeal, with the exception of cases specified in Article 11 of Federal Law No. 59-FZ "On the Procedure for Considering Appeals from Citizens of the Russian Federation", notification of the forwarding of the written appeal to the organization whose competence includes resolving the issues raised in the appeal. Contact the Polyclinic with a complaint about the decision taken or the actions (inactions) of employees regarding the citizen's appeal.
4. Apply with a request to terminate consideration of the appeal.

Guarantees of the citizen's safety in connection with his appeal

1. It is prohibited to persecute a citizen in connection with his/her appeal to a Polyclinic or an official with criticism of the activities or the official, or for the purpose of restoring or protecting his/her rights, freedoms and legitimate interests or the rights, freedoms and legitimate interests of other persons.
2. When considering an appeal, disclosure of information contained in the appeal, as well as information concerning the private life of the citizen, without his consent, is not permitted. Sending a written appeal to a state body, local government body or official whose competence includes resolving the issues raised in the appeal does not constitute disclosure of information contained in the appeal.

Requirements for written appeals from citizens

1. In his written request, the citizen must indicate the name of the organization or official to whom the request is sent, his last name, first name, patronymic, postal address to which the response should be sent, state the essence of the request, put his personal signature and date.
2. If necessary, the citizen shall attach to the written request the documents and materials required for consideration, or copies thereof.
3. An application received via public information systems shall be subject to review in the manner established for written applications.

The procedure for registering and considering citizens' appeals

1. All citizens' appeals are subject to mandatory registration within 3 days from the moment of receipt at the reception of the chief physician. Written and oral appeals of citizens are registered in the "Registration Journal of Citizens' Appeals" (Appendix No. 1 to this Regulation), or by entering the appeal in the "Book of Complaints and Suggestions", which is located in the reception, the head of the dental department or the administrator on duty.

The procedure for considering written requests from citizens:

1. If the written request does not indicate the name of the citizen who sent the request or the postal address to which the response should be sent, no response will be given to the request.
2. If the text of a written request is illegible, no response will be given to the request.
3. If a citizen's written multiple appeal contains a question to which he/she has previously been given written answers, and the appeal does not provide new arguments, a decision may be made on the groundlessness of the next appeal and termination of correspondence with the citizen on this issue. The applicant is notified of this decision.

4.3. Procedure for registration and consideration of oral appeals from citizens:

• Oral requests are subject to registration and mandatory consideration in the manner established for written requests.
• In an oral appeal, a citizen states his last name, first name, patronymic, home telephone number, and postal address to which a response or notification of redirection of the appeal should be sent.

Timeframes for consideration of written and oral appeals from citizens

1. The time period for consideration of written and oral requests that do not require additional study and verification may not exceed 30 days.
2. In exceptional cases, as well as in the case of sending a request provided for in Part 2, Article 10 of the Federal Law, the manager or official has the right to extend the period for consideration of the appeal by no more than 30 days, notifying the citizen who sent the appeal of the extension of the period for its consideration.
3. Any extension of the time period for considering a citizen’s appeal must be documented and signed by the head of the organization.
4. Documents on citizens' appeals are stored for five years. Upon expiration of the storage period, the documentation is subject to destruction in accordance with the established procedure.

Personal reception of citizens

1. Personal reception of citizens is carried out on established and communicated to citizens days and hours of reception: information is available on the official website and on information boards in the lobby of the Polyclinic.
2. When meeting in person, the citizen must present an identity document.
3. In the event that an oral request does not require additional verification, the response to the request, with the consent of the citizen, may be given orally during a personal appointment. In other cases, a written response is given, but on the essence of the questions posed in the request.
4. A written request received during a personal appointment is subject to registration and consideration in accordance with the established procedure.
5. If the request contains questions, the solution of which is not within the competence of the Polyclinic, the citizen is given an explanation of where and in what order he should apply.
6. During a personal reception, a citizen may be denied further consideration of an appeal if he has previously been given an answer on the merits of the questions posed in the appeal.
7. By order of the chief physician, a person responsible for handling citizens' requests is allocated and approved, whose duties include direct response to citizens' requests, monitoring and analysis of requests, and organizational actions.
8. Based on the citizen's request, the responsible employee decides on the need to conduct an examination of the quality of medical care. The examination of the quality of medical care is carried out on the basis of primary medical documentation, with the involvement of department heads.
9. When the validity of the request is established, the case of medical care is transferred by the responsible employee to the medical commission for consideration. The commission meeting is recorded in a protocol, which indicates the decision taken and determines the timeframe for eliminating the deficiencies. The commission's decision is approved by order of the chief physician.