COMPLAINT PROCEDURE

HR Clinic s.r.o. emphasizes the quality and safety of the healthcare services provided. If you are not satisfied with the procedure for providing healthcare services or with the conduct of employees, you have the right to file a complaint. Filing a complaint must not be to the detriment of the complainant. The complaint will be handled by the HR Clinic s.r.o. ombudsman.

1. Who can file a complaint
A complaint may be filed by:

• the patient,
• the patient’s legal representative,
• a guardian,
• a close person,
• an authorized person.

2. How to file a complaint
A complaint can be filed in the following ways:

• in writing – by sending the completed Complaint Form to the provider’s address,
• electronically – by sending the form or your own submission to the provider’s contact email,
• in person – at the place and time designated by the provider,
• anonymously – an anonymous complaint is processed to the extent permitted by its content.

Contact details and up-to-date information are available on the provider’s website and on the premises of the medical facility.

3. What the complaint should contain
For proper and rapid processing, we recommend including in particular:

• what the complaint concerns (description of the situation),
• when and where the event occurred,
• the name of the department or employee, if applicable,
• the complainant’s contact details (optional).

4. How the complaint is processed

• The complaint is registered and assessed by the responsible person.
• The provider will handle the complaint within 30 days from the date of its receipt.
• In complex cases, the period may be extended, but by no more than a further 30 days; the complainant is informed of the extension.
• The complainant is informed of the outcome of the investigation in writing if they have provided contact details.

5. Dissatisfaction with the handling of a complaint
If the complainant is not satisfied with the handling of the complaint by the healthcare provider, they may contact the relevant administrative authority that granted the provider the authorization to provide healthcare services.

6. Protection of personal data

All information provided in the complaint is processed in accordance with applicable legal regulations on the protection of personal data.

Note

This procedure is issued in accordance with Act No. 372/2011 Coll., on Health Services, and serves to ensure transparent and fair handling of complaints.