Institute of Endocrinology

Making a Complaint

 

WHO CAN MAKE A COMPLAINT?

  • a patient
  • a legal representative
  • a close person if the patient cannot do so due to his or her state of health or if the patient has died
  • a person authorized by the patient

If a complaint is made by a person other than the patient, the patient's power of attorney must be provided with the complaint.

 

HOW TO MAKE A COMPLAINT?

A complaint shall state the name, surname and date of birth of a patient, contact address, and a complainant's signature.
A complaint will describe the essential facts that are the impetus for the complaint (names of persons, workplaces to which the complaint relates).

Ways to make a complaint:

By e-mail: podatelna@endo.cz

In writing: 
You can send a complaint letter on address (Institute of Endocrinology, Národní 8, 110 00 Praha 1) or bring a written complaint in person to the mailroom on the 1st floor, room no. 164
Monday–Friday 8:00 AM – 01:00 PM

In person:
You can discuss your complaint with the staff in the office of secretariat of the director on the 1st floor, room no. 166
Monday–Friday 8:00 AM – 01:00 PM
A written record of a complaint thus received shall be made, dated and signed.

 

WHAT IS THE COMPLAINT DEADLINE?

A written report on the investigation and settlement of the complaint will be submitted to the complainant within 30 days. This may be extended for further 30 days for serious reasons, provided that the reasons are communicated to the complainant without delay. The report will contain the findings and conclusions, or corrective action will be taken. If appropriate to the nature of the complaint, an oral hearing of the complaint is suggested to the complainant.

 

DISSATISFACTION WITH RESPONSE TO THE COMPLAINT

If a complainant is unsatisfied with our response to the complaint, he/she may request an independent review of the complaint with the competent authority, i.e. City of Prague, where he/she shall also state the reasons for disagreement with the settlement of the complaint.





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