Dear patients, dear patients,
we greatly appreciate the trust you place in us when you use our healthcare services. We have a long-standing commitment to ensuring that the care we provide is professional, safe and humanly friendly.
However, if there is a situation that you are not happy with, you have the right to make a complaint. If circumstances allow, we prefer to resolve your dissatisfaction and difficulties as soon as they arise. Therefore, please do not hesitate to contact the departmental managers, chief nurse or head nurse.
If your problem is not satisfactorily resolved, you have the right to make a formal complaint as follows:
Who can make a complaint?
- Patient,
- The patient's legal representative or guardian,
- a close relative if the patient is unable to make a complaint because of their medical condition or if they are deceased,
- a person authorised by the patient (on presentation of a written power of attorney).
What must the complaint contain?
- An indication of who is making the complaint and what it concerns,
- in the case of a natural person: name, surname, date of birth, place of residence and signature,
- in the case of a legal person: name, registered office, registration number and designation of the statutory body,
- a description of the complaint,
- an indication of what the complainant is seeking,
- a written power of attorney from the representative who is lodging the complaint on behalf of another person,
- the method of communication chosen (e-mail, telephone number, data box, post).
Complaint protocol.pdf
If the complaint does not contain the above-mentioned elements, is not comprehensible, is illegible or requires additional information to be added to resolve it, we will invite you to complete it.
We only deal with anonymous complaints in extremely serious cases.
How and where can I make a complaint?
- In person at the department concerned, or by appointment at the Quality Department,
- in writing to:
JESSENIA a.s., Rehabilitation Hospital Beroun
Prof. Veselého 493, 266 56 Beroun,
- by e-mail to: kvalita@nember.cz,
- via the data box of JESSENIA a.s., mailbox ID: b9kenkq.
What will follow?
- We will acknowledge receipt of your complaint,
- we will inform you within 30 days about the outcome of the complaint.
If you are not satisfied with the way your complaint has been handled, you can contact the Regional Authority of the Central Bohemia Region, Department of Health.
Filing a complaint has no effect on the further provision of health services.
