Order No. 57 / 3-p dated March 17, 2023 "On approval of the procedure for considering complaints and appeals of citizens to the State Autonomous Institution "SP No. 64 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:
- To approve the Regulation “On the procedure for considering appeals
citizens in the State Autonomous Healthcare Institution “SP No. 64 of the Department of Health of the City of Moscow”, in accordance with Appendix No. 1 to this
order. - Appoint a person responsible for organizing the work, analysis
and reporting on citizens' requests to the head of the dental clinic
department - a dentist-surgeon, and in his absence - a person,
acting during absence. - Appoint a person responsible for registering requests
citizens head of the dental department - dental surgeon. - Appoint those responsible for informing citizens about
organization of consideration of appeals from citizens - leaders
structural divisions. - To be strictly and strictly followed
responsible persons (paragraphs 2–4 of this order) requirements
approved Regulation. - Order of the State Autonomous Healthcare Institution “SP No. 64 DZM” dated 01/09/2023 No. 7 “On
approval of the procedure for considering complaints and appeals of citizens to the State Autonomous Healthcare Institution
"SP No. 64 DZM" shall be declared invalid. - 4. 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. 64 of the Department of Health of the City of Moscow"
- 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 State Autonomous Healthcare Institution "SP No. 64 DZM", hereinafter referred to as the Polyclinic. This Regulation defines the procedure for consideration, registration
citizens' appeals. - 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;
An application is a citizen's request for assistance in implementing his/her
constitutional rights and freedoms or 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 to restore or protect his violated rights, freedoms or legitimate interests or the rights, freedoms or legitimate interests of other persons;
An official is a person who is permanently, temporarily or by special appointment.
authorized to exercise the functions of a representative of the authorities or to perform organizational, managerial, administrative and economic functions in the Polyclinic. - Citizens' rights when considering applications
When considering an appeal, a citizen has the right to:
1.1. Submit additional documents and materials, or contact
with a request for their retrieval, including in electronic form;
1.2. To become familiar with the documents and materials related to the consideration
appeals, if this does not affect the rights, freedoms and legitimate interests of other persons and if the specified documents and materials do not contain information constituting a state or other secret protected by federal law;
1.3. 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.
1.4. Contact the Polyclinic with a complaint about the decision taken or the actions (inactions) of the employees in response to a citizen’s request.
1.5. Submit an application to terminate consideration of the application. - Guarantees of the citizen's safety in connection with his appeal
2.1. It is prohibited to prosecute 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 one’s rights, freedoms and legitimate interests or the rights, freedoms and legitimate interests of other persons.
2.2. When considering an application, disclosure of information is not permitted.
contained in the appeal, as well as information concerning the private life of the citizen, without his consent. Sending a written appeal to a state body, local government body or official, whose competence includes the decision, shall not constitute disclosure of information contained in the appeal.
questions raised in the appeal. - Requirements for written appeals from citizens
3.1. A citizen in his written request must
indicates the name of the organization or official to whom the request is being sent, his/her last name, first name, patronymic, postal address to which the response should be sent, states the essence of the request, puts his/her personal signature and date.
3.2. If necessary, the citizen shall attach to the written request the documents and materials required for consideration, or copies thereof.
3.3. An appeal received via general information systems
use, is subject to consideration in the manner established for written requests. - The procedure for registering and considering citizens' appeals
4.1. All citizens' requests are subject to mandatory registration within 3 days from the moment of receipt at the Chief Physician's reception. Written and oral requests from citizens are registered in the "Registration Log of Citizens' Requests" (Appendix No. 1 to this Regulation), or by entering the request in the "Book
complaints and suggestions”, which is located at the reception desk, the head of the dental department or the administrator on duty.
4.2. Procedure for considering written requests from citizens:
4.2.1. 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.
4.2.2. If the text of a written request cannot be read, no response will be given to the request.
4.2.3. 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.
4.2.4. In order to prepare a response to the applicant, an official investigation is conducted within the timeframes specified in the Regulation.
4.3. Procedure for registration and consideration of oral appeals from citizens:
4.3.1. Oral requests are subject to registration and mandatory consideration in the manner established for written requests.
4.3.2. In an oral appeal, the citizen states his/her last name, first name, patronymic, home telephone number, 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
5.1. Timeframes for consideration of written and oral requests that do not require
additional study and verification may not exceed 30 days.
5.2. In exceptional cases, as well as in the event of a request being sent,
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 application by no more than 30 days, having notified
on extending the period for its consideration by the citizen who submitted the application.
5.3. The extension of the time period for consideration of citizens' appeals should be
documented and signed by the head of the organization.
5.4. Documents on citizens' requests 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
6.1. Personal reception of citizens is carried out at established and communicated times.
information for citizens, days and hours of reception: information is available on the official website and on
information boards in the lobby of the Polyclinic (Appendix No. 2 to this
(Regulations).
6.2. When receiving a citizen in person, he/she must present an identity document.
6.3. If 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 on the merits of the questions posed in the request.
6.4. A written request received during a personal appointment is subject to
registration and consideration in accordance with the established procedure.
6.5. If the appeal contains questions that cannot be resolved
falls within the competence of the Polyclinic, the citizen is given an explanation of where and in what order he should apply.
6.6. 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.
6.7. 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.
6.8. 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.
6.9. When the validity of the request is established, the responsible employee forwards the case of medical care 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.