Complaints about ambulance: description of the procedure and features

Complaints about an ambulance are not uncommon. Sometimes ambulance doctors simply refuse to go on a call, arguing that this patient is not really needed. The case, they say, is not urgent, and the dispatcher cannot provide the car, since all of them are already on the road at the moment.

Is an ambulance obligated to come?

Refusal in the direction of "ambulance" without good reason is a gross violation of medical ethics and the legislation of the Russian Federation. In fact, a team of doctors should respond to any challenge, whatever the condition of the patient. There is no classification like “these diseases are priority diseases, they need to be visited first and foremost, but these can wait.” The doctor must come - and that’s it.

The dispatcher’s refusal to send the car is a gross violation and, in fact, a criminal offense. So, having heard this on the phone when you are trying to call an ambulance, feel free to remind the person on the other end of the line about criminal liability and threaten to contact the police. In most cases, after such a team of doctors still sent.

How fast should doctors arrive?

In large cities, where more than 100 thousand people live, an ambulance arrives on call within 20 minutes. In order to respond to the call as quickly as possible, special substations are available, accessible from each specific area. In small towns, an independent medical institution with an ambulance station operates. So, if half an hour has already passed and there are still no doctors, you can take action and start complaining.

But what if you live in a small village (less than 50 thousand inhabitants), where there is simply no ambulance station? Or if you came to the country, where did you or someone close suddenly feel bad?

Every resident of Russia in this condition has the right to call an ambulance. In addition, they are obliged to help him absolutely free of charge, regardless of having a policy and even a passport with him. Therefore, the organization of assistance to everyone who is in danger and dialed the telephone number “03” is the primary task of local authorities. How and where to send a team of doctors is their task, not your headache. But, in any case, they are simply obliged to do this.

What if doctors extort money?

It’s one thing if an ambulance refuses to come on call. But what if the doctors did come and refuse to do the necessary procedures for free? Extorting money for medicines or injections is the basis for a complaint about ambulance to the management of a medical institution or even to the prosecutor’s office. Sometimes it’s enough just to threaten with such a complaint so that it gives the desired effect. After all, to provide medical care, and for free, is the primary task of every ambulance doctor.

Where to complain about the ambulance doctors?

To whom and where to write a complaint about an ambulance? What to do if the doctors have committed a gross mistake or illegal actions in the patient’s relationship? Here are a few instances that you can contact.

Medical institution management

It is advisable to go to the authorities immediately in case of negligence of the team. A written complaint about an ambulance doctor can be addressed both to the head of the department, that is, his immediate supervisor, and to the head physician. It simply cannot leave the received document without attention.

The management is obliged to consider the appeal and decide whether the doctor is guilty or not. In any case, you will be sent a written response, from which you will know the results of the decision.

Unfortunately, it also happens that complaints about an ambulance to the direct management of the same medical institution are inconclusive - due to medical solidarity. Then contact even “higher”.

Ministry of Health care

There is a reception room for civil cases, the staff of which is involved in processing complaints received. On their basis, checks are carried out by doctors and medical facilities, and the perpetrators are punished.

You can file a complaint with the Ministry of Health at the place of residence in the following ways:

• Pass in person.
• Send by mail (do not forget to take a receipt for sending and save it until you receive a response).
• Use e-mail (all coordinates for communication should be present on the website of the Ministry).
• Write about the problem directly on the website of the Ministry of Health.

Whichever of these methods you use, you must consider the complaint and send you an answer with the decision made. This should take no more than 30 days.

Prosecutor's office

A complaint to the ambulance team may also be sent to the prosecutor's office. This body, among its other duties, is also involved in conducting checks on such appeals of citizens received by their department. If you were the injured party as a result of illegal actions, then you have the full right to initiate a prosecutor’s check.

You can file a complaint with the prosecutor in the same ways as with the Ministry of Health: in person, by mail or by electronic communication.

Court

The Constitution has a clause according to which everyone has the right to defense of the court. Therefore, a complaint about an ambulance and a violation of the law by doctors can be sent here.

The following points are indicated in the statement of claim:

• The full name of the court.
• The name of your rights that have been violated during medical actions, and their justification, based on their respective articles of law.
• Evidence of offenses (if possible, with the application of documents, photo or video materials).
• Request for action on specific individuals.

Police

A complaint about an ambulance paramedic or immediately to the whole team of doctors who arrived on call can be sent to the police. True, with one caveat. Law enforcement agencies consider only cases in which the fact of intentional infliction of harm to human life or health was recorded. If it is possible to prove that the doctor intentionally caused the patient harm, then his actions fall under the Criminal Code and it is really worth contacting the police. True, this still happens infrequently.

In addition, the police will consider a complaint related to insults, extortion or threats by employees of a medical institution. And in relation to the culprits will be applied administrative penalties.

Hot Lines

It will be useful to record and store in a conspicuous place the telephone of the round-the-clock “hot line” of your region. Local health authorities are required to accept the complaint and respond promptly to it.

What you need to know before writing a complaint?

Remember that not in every case it is worth resorting to such serious measures. After all, there are situations that doctors really count as optional to call the ambulance crew.

If the patient's condition is stable or satisfactory, he is already registered with this medical institution (or any other clinic in your area) and expects planned hospitalization, then the doctors are unlikely to come. But if the patient really needs help immediately, for example, poisoning, a severe pain attack, bleeding and the like happened - you can’t categorically wait, you can’t do without first aid. Get the brigade to come home.If they refused, you have every reason to complain about the ambulance to the appropriate authorities.