In accordance with Act No. 372/2011 Coll., the Act on Health Services and Conditions of Their Provision (Health Services Act), as amended (hereinafter referred to as the "Health Services Act"), this procedure for handling complaints is prepared.
A complaint against the procedure of a healthcare provider in providing health services or against activities related to health services may be filed by:

1. the patient (meaning a natural person to whom health services are provided)
2. the legal representative or guardian of the patient
3. a close person in the event that the patient cannot do so due to their health condition or if they have died, or
4. a person authorized by the patient – in this case, the authorized person is obliged to attach a power of attorney certifying the authorization by the patient (the principal) and its possible scope to their complaint

 (hereinafter referred to as the "complainant").

The complaint is submitted to the provider against whom it is directed; this does not affect the possibility of filing a complaint under other legal regulations. A healthcare provider is understood to be a natural or legal person who is authorized to provide health services according to the Health Services Act.

Complaints are accepted by the healthcare provider:

1. By phone
   1. Through the call center at phone number 800 44 22 11
   2. To a company employee
2. By email
   1. Via central emails received by the call center, individual emails are listed on the healthcare provider's website
   2. To the email of a specific company employee
      Confirm the complaint submitted by email with a guaranteed electronic signature.
3. In writing
   1. Via data box to the healthcare provider's data box ID
   2. By mail to the address of the healthcare provider's registered office or to the address of the workplace of the healthcare provider
4. In person at the address of the healthcare provider's registered office or at the address of the workplace of the healthcare provider, where a record of the oral complaint will be made, which the complainant will sign.
   If a complaint is made in person without written documentation, a complaint will be drafted on-site with the complainant, which will then be confirmed by the complainant's signature.

Complaint Requirements:

1. Name, surname, and address of the complainant (possibly phone contact and email)
2. Identification of the healthcare provider – name of the medical facility or name and surname of the doctor against whom the complaint is directed
3. Justification of the complaint and a brief description of the event (indicating specific complications or specific behavior or procedure and possibly indicating the impact and consequences of this procedure…)
4. Date and signature of the complainant

If the complaint does not contain all the necessary information, the complainant will be asked to supplement it, as otherwise, there is a risk that the complaint cannot be addressed.
Filing a complaint must not be detrimental to the person who filed it or the patient to whom the complaint pertains.

The management of the healthcare provider will record and, if competent to address the complaint, investigate every received complaint. If it concerns a complaint for which the healthcare provider is not competent, they are obliged to demonstrably forward this complaint to the competent authority within 5 days from the date of receipt, informing the complainant.
The healthcare provider will propose an oral discussion of the complaint to the complainant if it is appropriate given the nature of the complaint. Received complaints must be resolved within 30 days from the date of receipt. If it is not possible to meet the deadline for resolving the complaint, the healthcare provider informs the complainant of this fact, stating the reason and a new date by which the complaint will be resolved, with the deadline for resolving the complaint being extendable in justified cases by 30 days.
During the complaint resolution process, the complainant has the right to inspect the specific complaint file and make copies of it.

If the complainant disagrees with the resolution of the complaint, they may file a complaint with the competent administrative authority that granted this healthcare provider the authorization to provide health services, stating the reasons for disagreement with the healthcare provider's resolution of the complaint. 
The healthcare provider is obliged to provide the competent administrative authority with timely and necessary cooperation upon request; this also applies to the healthcare provider who provided related health services.
The resolution of the complaint by the administrative authority is subject to § 94 of the Health Services Act.