How to communicate with VFN
Filing and handling complaints
The goal of all VFN employees is to ensure the quality of treatment, care and other services.
Dissatisfaction can be expressed through:
- direct contact with the head of the workplace concerned by the dissatisfaction,
- hospital ombudsman,
- complaints pursuant to Act No. 372/2011 Coll., on health services, as amended (hereinafter referred to as the “complaint”).
Complaint against the VFN's procedure in the provision of health services or against activities related to health services, can be submitted in VFN:
- in writing to the address of the General University Hospital in Prague, U Nemocnice 499/2, 128 08 Prague 2,
- personal delivery of the complaint to the filing office of the General Hospital, U Nemocnice 499/2, Prague 2, headquarters building A5, 4th floor (Mon - Thu 09:00 - 15:00, Fri 09:00 - 14:00),
- by e-mail to info@vfn.cz.
The complaint can be filed by:
- patient,
- the patient's legal representative or guardian,
- a person close to the patient if the patient is unable to do so due to his or her state of health or if he / she has died,
- person authorized by the patient.
The complaint must include:
- name and surname of the complainant,
- the contact address of the complainant to which the reply is to be sent,
- the name, surname and address of the patient, if the patient is different from the complainant,
- a description of the essential facts giving rise to the complaint, including the names of the persons and places of work concerned by the complaint.
The person who lodged the complaint is obliged to prove his identity and the fact that he is a legitimate complainant. The time limit for settling a complaint is 30 days from the date of its receipt and may reasonably be extended by a further 30 days.
In the case of a repeated complaint that does not contain new facts, this complaint will not be re-investigated. The complainant will be notified of this procedure in writing.
Complaints for which the author cannot be unambiguously identified will be dealt with as anonymous complaints and the complainant will not receive information on the outcome of the inquiry.