Order 4/1-p of January 27, 2025 "On approval of the procedure for considering complaints and appeals of citizens to the State Autonomous Healthcare Institution "SP No. 64 of the Department of Health of the City of Moscow"

Order 4/1-p of January 27, 2025 "On approval of the procedure for considering complaints and appeals from citizens to the State Autonomous Healthcare Institution "SP No. 64 of the Department of Health of the City of Moscow"

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. 64 of the Department of Health of the City of Moscow”, in accordance with Appendix No. 1 to this order.
2. Appoint the head of the dental department, dentist-therapist of dental department No. K.V. Khateenka, as the person responsible for organizing the work, analyzing the reports on citizens' requests, and in his absence, the person acting for the period of absence.
3. Appoint the secretary of the State Autonomous Healthcare Institution “SP No. 64 of the Department of Health of the City of Moscow” as the person responsible for registering citizens’ appeals in the “Electronic Journal of Registration of Citizens’ Appeals” (numbering in order, example No. 1-o) in accordance with Appendix No. 2 to the Regulation.
4. Appoint heads of structural divisions responsible for informing citizens about the organization of consideration of citizens' appeals.
5. To accept for strict and unwavering compliance by responsible persons (paragraphs 2–4 of this order) the requirements of the approved Regulation.
6. The order of the State Autonomous Healthcare Institution “SP No. 64 of the Department of Health of the City of Moscow” dated January 9, 2025 No. 8-p “On approval of the procedure for considering complaints and appeals of citizens to the State Autonomous Healthcare Institution “SP No. 64 of the Department of Health of the City of Moscow”” shall be declared invalid.
7. 4. I reserve control over the execution of this order.

POSITION
on the procedure for considering citizens' appeals
in the State Autonomous Healthcare Institution "SP No. 64 of the Department of Health of Moscow"

General Provisions
This Regulation has been developed in accordance with the Constitution of the Russian Federation, Federal Law No. 59-FZ of May 2, 2006, "On the Procedure for Considering Appeals from Citizens of the Russian Federation." This Regulation has been drawn up in order to guarantee
ensuring 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 of 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 realizing 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 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, permanently, temporarily, or by special authority, exercises the functions of a government representative or performs 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 make a request to obtain them, including in electronic form;
• 1.2. 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;
• 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 persecute a citizen in connection with his/her appeal to the Clinic or to an official with criticism of the activities or 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.
• 2.2. When considering an appeal, disclosure of information contained in the appeal, as well as information concerning the citizen's private life, is prohibited without their consent. Sending a written appeal to a government agency, local government body, or official competent to resolve the issues raised in the appeal does not constitute disclosure of information contained in the appeal.

Requirements for written appeals from citizens

• 3.1. In his written request, the citizen must indicate the name of the organization or official to whom the request is addressed, his last name, first name, patronymic, the postal address to which the response should be sent, state the essence of the request, put his 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 application received through public information systems shall be considered in the manner established for written applications.

4. Procedure for registering and considering citizens' appeals

• 4.1. All citizen requests are subject to mandatory registration within three days of receipt at the Chief Physician's office. Written and oral requests are registered in the "Electronic Register of Citizen Requests" (Appendix No. 1 to these Regulations) or by entering the request in the "Complaints and Suggestions Book," which is located in the reception area, with the head of the dental department, or with 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. The time period 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 case of sending a request stipulated by Part 2, Article 10 of the Federal Law, the director 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.
• 5.3. Any extension of the time period for reviewing a citizen's appeal must be documented and signed by the head of the organization.
• 5.4. Documents related to citizen appeals are stored for five years. Upon expiration of the storage period, the documents are subject to destruction in accordance with established procedures.

6. Personal reception of citizens

• 6.1. Personal reception of citizens is carried out on established days and hours of reception communicated to citizens: information is available on the official website and on information boards in the lobby of the Polyclinic (Appendix No. 2 to these 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, the resolution of which does not fall within the competence of the State Autonomous Healthcare Institution “SP No. 64 of the Department of Health of the City of Moscow”, the citizen is given an explanation of where and in what order he should appeal.
• 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.