Complaints procedure and remedy mechanisms

Under Article 4(3) of Act No. 576/2004 Z. z., a provider is obliged to ensure proper provision of healthcare. The proper provision of healthcare means that all medical procedures are carried out for correctly diagnosed diseases ensuring timely and effective treatment with the objective to heal the patient or to improve his/her condition taking into account current knowledge in medical science.

Under Article 17(1) of Act No. 576/2004 Z. z. if a person considers that healthcare provision is defective, or considers that a decision of a attending healthcare professional connected with the provision of healthcare or services related to the provision of healthcare is defective, he/she has the right to request remedy from the healthcare provider; the request must be made in writing.

Under Article 17(2) of Act No. 576/2004 Z. z. The healthcare provider is obliged to inform the complainant in writing on the procedure for dealing with the request no later than 30 days from the complainant's filing of the request if the content of the request does not require action immediately or within a shorter period.

Under Article 17(3) of Act No. 576/2004 Z. z., if the provider does not comply with the request or does not inform the complainant on the procedure for dealing with the request within 30 days from the complainant's filing of the request, the complainant has the right

a) to ask the Health Care Surveillance Authority to carry out supervision in accordance with relevant legislation (Act No. 581/2004 Z. z.) if the request concerns defective provision of healthcare,

b) contact a body competent to perform supervision under relevant legislation (Article 81(1)(a) and (b) of Act No. 578/2004 Z. z.) if the subject matter of the request is another decision of an attending healthcare professional in connection with the provision of healthcare or services related to the provision of healthcare.

The body competent to perform supervision is the Ministry of Health of the Slovak Republic or the self-governing region that granted authorisation for the health care provider to operate/ for running a healthcare facility.

If you would like to make a complaint, please click here.