Patient Support and Internal Control (Audit) Service
Protecting patients' rights and monitoring the quality of medical services
Dear patients!
In accordance with the Code of the Republic of Kazakhstan of 7 July 2020 “On Public Health and the Healthcare System” and order No. ҚР ДСМ-230/2020 of the Minister of Health of the Republic of Kazakhstan of 3 December 2020 “On approval of the Rules for organizing and conducting internal and external examinations of the quality of medical services (care)”, the polyclinic operates the Patient Support and Internal Control (Audit) Service.
If you have encountered inadequate quality of medical care, incorrect or rude treatment by medical staff, a violation of your rights, or have remarks on the organization and provision of medical care, you can contact the Service so that your appeal is reviewed in accordance with the established procedure.
We are open to dialogue and strive to ensure respect for patients' rights, improve the quality of medical care and the organization of the polyclinic's work.
When should you contact the Patient Support Service?
We are ready to step in promptly if you encounter difficulties receiving medical services.
Refusal of care
Unjustified refusal to provide medical care under GOBMP or the OSMS package.
Missed deadlines
Long waits for appointments or examinations, or artificially created queues.
Payment demands
Illegal demands for money for services that are provided free of charge by the state.
Staff conduct
Violation of ethics and professional conduct, rudeness or inappropriate behaviour by staff.
Your rights as a patient
Under the Code on Public Health and the Healthcare System of the Republic of Kazakhstan, every patient has the right to:
- Dignified treatment and respect for cultural and personal values.
- Comprehensive information about their health, treatment methods and possible risks.
- Free choice of attending physician and medical organisation.
- Confidentiality and protection of medical secrets.
Quality control
How we improve our services and medical care:
- The Patient Support Service regularly conducts an internal review of the quality of medical services and analyses compliance with clinical protocols.
- Every month, all cases of patient rights violations and at least 10% of successfully treated cases are reviewed.
- Your feedback plays the main role in quality control. We are grateful for any feedback.
How to submit an appeal
You can leave an appeal or feedback in any convenient way.
By phone
Call the appeals line at +7 771 051 1048.
In person
Visit office No. 118 (Patient Support Service) or No. 222 (MiKKMU) during working hours.
By email
Send your appeal to priemnaya-poliklinika2@mail.ru.
Appeal box
Leave a written appeal in the box located at the reception desk.
Frequently asked questions
Useful information about the Patient Support Service.
How long will it take to review my appeal?
Appeals are reviewed as quickly as possible on a here-and-now basis. If an official investigation is required, a written response is provided within 5 calendar days.
Can I submit an appeal anonymously?
Yes, you can leave an anonymous appeal in the appeal box. If you want an official response, please provide your full name and contact phone number.
How can I thank a doctor?
You can thank a specialist by phone, by email, or by leaving an entry in the complaints and suggestions book.
Contacts
Direct contact with the polyclinic administration.
Office No. 118
Office No. 222
71-11-21