Your feedback regarding your satisfaction or dissatisfaction with the care you received is very important to us in improving the quality of our services. We would appreciate it if you could let us know how satisfied you were with our services.
The best ways to share your positive or negative experiences with us are as follows:
- by email to: ombudsman@nnfp.cz
- via data box: fgwjie3
- by mail to the following address: Na Františku Hospital, Ombudsman, Na Františku 847/8, 110 00 Prague 1
- You can also submit the document at the hospital’s mailroom or at the hospital reception desk at any time
- Other submission options are listed below
When filing a complaint, please always include your first name, last name, and contact address, as well as your email address and phone number, if applicable. Suggestions or compliments may also be submitted anonymously.
Procedure for Filing and Handling Complaints
pursuant to Act No. 372/2011 Coll., on Health Services and the Conditions for Their Provision (hereinafter referred to as the “Health Services Act”), and pursuant to the methodological guidelines of the Ministry of Health of the Czech Republic
How to File a Complaint
Complaints may be submitted in writing, electronically, via a data box, in person, or by phone. When submitting a complaint by phone, the complainant is asked to send the complaint to the NNF address or directly to the email address ombudsman@nnfp.cz. The complaint will not be processed without verification of identity and a written follow-up.
If the matter involves a serious violation (a gross breach of regulations, or a threat to health, life, or safety), the ombudsman immediately notifies the director and the NNF Legal Department of the complaint.
Anonymous complaints are forwarded to the ombudsman, who assesses their seriousness based on their nature and severity, then forwards them to the director and the NNF Legal Department, and proceeds in accordance with their instructions.
Anonymous complaints, vague complaints, and complaints that do not contain sufficient information to support an investigation will be reviewed by the hospital ombudsman to the extent necessary and will be filed as “suggestions” for improving operations and care, outside the official complaint registry.
Complaint filed in writing
Complaints may be filed with the hospital ombudsman, who is designated by NNF to receive and handle complaints (NNF, Na Františku 847/8, 110 00 Prague 1, 3rd floor, Administration Building), specifically stating the complainant’s contact information (first name, last name, address). Complaints delivered in person or by mail are forwarded to the ombudsman from the reception desk. In the event of the ombudsman’s absence, they are forwarded to the NNF Director’s Office or the NNF Legal Department.
Complaint submitted electronically via email
Complaints may be submitted via email to ombudsman@nnfp.cz, and must include the complainant’s contact information. If a complaint is received by any manager or employee of the secretariat, it must be forwarded to the ombudsman without undue delay, no later than the second day after receipt, for processing and record-keeping.
Complaint submitted via the data box
Complaints may be submitted via the data box at fgwjie3, specifically including the complainant’s contact information. Upon receipt from the data box, the complaint will be forwarded to the ombudsman without undue delay.
Complaint filed in person
A complaint may be filed in person directly with the ombudsman by appointment (or, in the ombudsman’s absence, with the legal department or a senior staff member); the complaint will be recorded in writing, including the complainant’s first name, last name, and address, and the record will be signed by the complainant and the hospital ombudsman (or, if applicable, by an NNF lawyer or a senior manager).
For complaints that cannot be resolved immediately upon submission, including any corrective measures, the authorized person shall prepare a record of the complaint’s receipt, which shall include, in particular:
- the complainant’s identifying information (first and last name, address, and phone number or email)
- a detailed description of the subject of the complaint, including time and factual details,
- identification details of the patient, if the patient is not the complainant,
- the complainant’s proposals and requests,
- the date of receipt of the oral complaint and the signatures of the complainant and the ombudsman (or the person receiving the complaint).
The authorized person shall present the completed record to the complainant for review and comment.
The record of the acceptance of the oral complaint shall be signed by the authorized person and the complainant. If the patient is unable or refuses to sign the record, the authorized person shall note this fact in the record and ensure the presence of one witness (another employee), including the witness’s signature on the record.
For complaints that cannot be resolved immediately upon submission, including any corrective measures, the authorized person shall prepare a record of the complaint’s receipt, which shall include, in particular:
- the complainant’s identifying information (first and last name, address, and phone number or email)
- a detailed description of the subject of the complaint, including time and factual details,
- identification details of the patient, if the patient is not the complainant,
- the complainant’s proposals and requests,
- the date of receipt of the oral complaint and the signatures of the complainant and the ombudsman (or the person receiving the complaint).
The authorized person shall present the completed record to the complainant for review and comment.
The record of the acceptance of the oral complaint shall be signed by the authorized person and the complainant. If the patient is unable or refuses to sign the record, the authorized person shall note this fact in the record and ensure the presence of one witness (another employee), including the witness’s signature on the record.
Complaint filed by phone
Complaints may be filed by phone with the hospital ombudsman at 771 521 313. When filing a complaint by phone, the complainant is interviewed by the hospital ombudsman, who prepares a written record of the complaint; at the same time, the complainant is advised to send the complaint to the NNF address or via email to ombudsman@nnfp.cz.
Complaints submitted solely by telephone, since the conditions for filing a complaint cannot be met (including, among other things, the identification of the complainant as a necessary requirement for filing a complaint), are not processed.
Complaints submitted solely by telephone, since the conditions for filing a complaint cannot be met (including, among other things, the identification of the complainant as a necessary requirement for filing a complaint), are not processed.
Requirements for a Complaint
Current legislation does not specify any formal or substantive requirements for complaints; however, to ensure a proper investigation of the complaint, it is recommended that the following information be included:
a) the complainant’s first and last name,
b) the complainant’s address and, if applicable, telephone number,
c) the complainant’s handwritten or verified electronic signature,
d) the patient’s first name, last name, and address (if the patient is different from the complainant, a certified power of attorney from the patient authorizing the complainant to handle the complaint must be attached to the complaint at
),
e) It is advisable to sufficiently specify the subject of the complaint (e.g., conduct, behavior, act, or, where applicable, the workplace or specific person against whom the complaint is directed, etc.).
If the complaint does not meet the above requirements, is not comprehensible or legible, or requires additional information, the complainant will be asked to supplement it within a reasonable timeframe. If the deficiencies are not remedied within the specified time limit, the complaint will not be addressed or processed as a complaint (the possibility of classifying it as a suggestion is not excluded).
The complainant is informed of the receipt of the complaint and the manner of its resolution by telephone, if a phone number is provided, or in writing (if the complainant’s address is known).
a) the complainant’s first and last name,
b) the complainant’s address and, if applicable, telephone number,
c) the complainant’s handwritten or verified electronic signature,
d) the patient’s first name, last name, and address (if the patient is different from the complainant, a certified power of attorney from the patient authorizing the complainant to handle the complaint must be attached to the complaint at
),
e) It is advisable to sufficiently specify the subject of the complaint (e.g., conduct, behavior, act, or, where applicable, the workplace or specific person against whom the complaint is directed, etc.).
If the complaint does not meet the above requirements, is not comprehensible or legible, or requires additional information, the complainant will be asked to supplement it within a reasonable timeframe. If the deficiencies are not remedied within the specified time limit, the complaint will not be addressed or processed as a complaint (the possibility of classifying it as a suggestion is not excluded).
The complainant is informed of the receipt of the complaint and the manner of its resolution by telephone, if a phone number is provided, or in writing (if the complainant’s address is known).
Complaint Handling Procedure
The complaint, based on its content, is investigated by the hospital ombudsman and forwarded to the relevant managers (head of department, head nurse) and copied to the deputy head of the relevant department (NŘLLP, NŘOP) for a detailed response, which is sent to the ombudsman within a maximum of 5 business days of receipt, along with proposals for further action and measures taken. Based on the written statement from the senior staff member, the ombudsman prepares a response to the complaint (the outcome of the investigation) and sends it to the complainant in the agreed manner.
If the complainant disagrees with the resolution of the complaint, they may file a complaint with the competent administrative authority (Prague City Hall), where the complainant shall also state the reasons for their disagreement with the NNF’s resolution of the complaint. If an NNF employee disagrees with the resolution of the complaint, they may file a complaint with the NNF’s founder through the NNF Director.
A complaint is considered resolved as soon as, following its investigation, the necessary measures have been taken to remedy the identified deficiencies. The resolution of the complaint must be provided to the complainant no later than 30 days from the date the complaint was received by the hospital. This deadline may be extended by an additional 30 days for justified reasons, with the director’s approval. The complainant must be informed of the extension of the deadline. If the complaint falls outside the NNF’s jurisdiction, the NNF is required to demonstrably forward it to the competent authority within 5 days of receipt. The complainant must be informed of the extension of the deadline and the forwarding of the complaint.
The Ombudsman shall inform the Director of the NNF and the NNF Legal Department of serious complaints without undue delay and, if necessary, shall cooperate closely with them in resolving and handling complaints.
If the complainant disagrees with the resolution of the complaint, they may file a complaint with the competent administrative authority (Prague City Hall), where the complainant shall also state the reasons for their disagreement with the NNF’s resolution of the complaint. If an NNF employee disagrees with the resolution of the complaint, they may file a complaint with the NNF’s founder through the NNF Director.
A complaint is considered resolved as soon as, following its investigation, the necessary measures have been taken to remedy the identified deficiencies. The resolution of the complaint must be provided to the complainant no later than 30 days from the date the complaint was received by the hospital. This deadline may be extended by an additional 30 days for justified reasons, with the director’s approval. The complainant must be informed of the extension of the deadline. If the complaint falls outside the NNF’s jurisdiction, the NNF is required to demonstrably forward it to the competent authority within 5 days of receipt. The complainant must be informed of the extension of the deadline and the forwarding of the complaint.
The Ombudsman shall inform the Director of the NNF and the NNF Legal Department of serious complaints without undue delay and, if necessary, shall cooperate closely with them in resolving and handling complaints.
Complaint Log
Every complaint received in writing or verbally must be registered with the ombudsman so that a complaint file can be created and the matter can be resolved.
The ombudsman maintains complaints and related case files separately
from other files. If the complainant requests it, NNF is obligated to allow them to inspect the specific complaint file and make copies of it.
The ombudsman maintains complaints and related case files separately
from other files. If the complainant requests it, NNF is obligated to allow them to inspect the specific complaint file and make copies of it.
Receiving Compliments and Suggestions
All correspondence regarding the satisfaction of patients, their relatives, or third parties with the provision of healthcare services—i.e., commendations—received by the NNF must be forwarded by the department head to the ombudsman and the director’s office after informing their subordinates of the content of the submission.
If a commendation is received by an employee to whom the commendation does not directly pertain, they shall forward it to the director, the ombudsman, the department head, and the specific person to whom the commendation pertains. The ombudsman (or the director’s office, as applicable) shall respond to the received commendation and record it.
A complaint may be filed by any natural or legal person, including anonymously (no formal requirements are necessary for complaints). A complaint may be filed in writing, orally for the record, by telephone, via a data box, or electronically to the ombudsman’s email address:
If the complainant wishes to be informed of the outcome of the investigation, they must explicitly request this in the complaint and provide at least a mailing address.
If a commendation is received by an employee to whom the commendation does not directly pertain, they shall forward it to the director, the ombudsman, the department head, and the specific person to whom the commendation pertains. The ombudsman (or the director’s office, as applicable) shall respond to the received commendation and record it.
A complaint may be filed by any natural or legal person, including anonymously (no formal requirements are necessary for complaints). A complaint may be filed in writing, orally for the record, by telephone, via a data box, or electronically to the ombudsman’s email address:
If the complainant wishes to be informed of the outcome of the investigation, they must explicitly request this in the complaint and provide at least a mailing address.
Handling Complaints, Suggestions, and Compliments
The ombudsman categorizes complaints by subject matter and evaluates them (see 5.2). He or she informs the complainant of the outcome of the complaint and explains how it was reached. The ombudsman advises the complainant of the option to file a complaint with the competent administrative authority pursuant to Section 93(2) of the Health Care Act.
The Director of NNF, the Legal Department, and hospital management are informed about complaints, commendations, and suggestions at regular meetings; furthermore, the NNF Quality Council is informed regarding their number, validity, measures taken to address identified shortcomings, and their effectiveness in terms of necessary preventive measures.
The evaluation of complaints, suggestions, and commendations thus serves to improve the quality and safety of services provided at NNF. An annual summary of complaints and their validity is included in the quality manager’s annual report and is published on the NNF intranet.
The Director of NNF, the Legal Department, and hospital management are informed about complaints, commendations, and suggestions at regular meetings; furthermore, the NNF Quality Council is informed regarding their number, validity, measures taken to address identified shortcomings, and their effectiveness in terms of necessary preventive measures.
The evaluation of complaints, suggestions, and commendations thus serves to improve the quality and safety of services provided at NNF. An annual summary of complaints and their validity is included in the quality manager’s annual report and is published on the NNF intranet.
The Role of the Hospital Ombudsman
The hospital ombudsman primarily handles complaints in accordance with the ZZS, specifically:
a) receives complaints on behalf of the provider,
b) informs the complainant of the receipt of the complaint without undue delay,
c) proposes an oral hearing of the complaint to the complainant, if appropriate given the nature of the complaint
d) objectively investigates what happened, in cooperation with the provider’s staff,
e) facilitates communication between the complainant and the provider’s representatives using appropriate communication techniques,
f) may, as needed, keep the complainant informed of the progress of the complaint resolution,
g) informs the complainant of the outcome of the complaint resolution and explains how it was reached,
h) advises the complainant of the possibility to file a complaint with the competent administrative authority pursuant to Section 93(2) of the ZZS,
i) categorizes complaints by subject matter, evaluates and records complaints (in accordance with the Ministry of Health of the Czech Republic).
In connection with the complaint handling process, the hospital ombudsman:
a) recommends corrective measures, monitors their implementation, and subsequently evaluates them,
b) regularly, at least quarterly, informs a person in a managerial position within the organizational structure of the healthcare provider regarding the number and subject matter of complaints,
c) cooperates with the provider’s employee or department responsible for the quality of service provision.
In accordance with good practice, the provider may further authorize the hospital ombudsman to:
a) handle suggestions and compliments from patients regarding the provider,
b) take proactive measures to prevent complaints, e.g., through unannounced visits to workplaces or waiting rooms, questionnaires, and other surveys,
c) serve as an educational resource for the provider’s staff, particularly by training them in
patient rights and communication skills,
d) have access to the adverse event registry,
e) provided feedback on publications for patients,
f) provided feedback on the provider’s internal documents with regard to patient rights,
g) provided counseling on patient rights,
h) offered mediation services to the provider’s employees, received suggestions
from the provider’s employees,
i) maintained contacts with patient and other non-profit organizations.
The Ombudsman submits a record of complaints and commendations to the Quality Manager as needed or at least once a year; the Quality Manager presents the results to the Quality Council, which may propose and adopt further measures to improve the quality of care provided
and patient safety.
a) receives complaints on behalf of the provider,
b) informs the complainant of the receipt of the complaint without undue delay,
c) proposes an oral hearing of the complaint to the complainant, if appropriate given the nature of the complaint
d) objectively investigates what happened, in cooperation with the provider’s staff,
e) facilitates communication between the complainant and the provider’s representatives using appropriate communication techniques,
f) may, as needed, keep the complainant informed of the progress of the complaint resolution,
g) informs the complainant of the outcome of the complaint resolution and explains how it was reached,
h) advises the complainant of the possibility to file a complaint with the competent administrative authority pursuant to Section 93(2) of the ZZS,
i) categorizes complaints by subject matter, evaluates and records complaints (in accordance with the Ministry of Health of the Czech Republic).
In connection with the complaint handling process, the hospital ombudsman:
a) recommends corrective measures, monitors their implementation, and subsequently evaluates them,
b) regularly, at least quarterly, informs a person in a managerial position within the organizational structure of the healthcare provider regarding the number and subject matter of complaints,
c) cooperates with the provider’s employee or department responsible for the quality of service provision.
In accordance with good practice, the provider may further authorize the hospital ombudsman to:
a) handle suggestions and compliments from patients regarding the provider,
b) take proactive measures to prevent complaints, e.g., through unannounced visits to workplaces or waiting rooms, questionnaires, and other surveys,
c) serve as an educational resource for the provider’s staff, particularly by training them in
patient rights and communication skills,
d) have access to the adverse event registry,
e) provided feedback on publications for patients,
f) provided feedback on the provider’s internal documents with regard to patient rights,
g) provided counseling on patient rights,
h) offered mediation services to the provider’s employees, received suggestions
from the provider’s employees,
i) maintained contacts with patient and other non-profit organizations.
The Ombudsman submits a record of complaints and commendations to the Quality Manager as needed or at least once a year; the Quality Manager presents the results to the Quality Council, which may propose and adopt further measures to improve the quality of care provided
and patient safety.