Submitting a Complaint to the Medical Professions Ombudsman (Right)

From All Rights (Kol-Zchut) (www.kolzchut.org.il)

הקדמה:

In cases when there is suspicion of unethical conduct or reasonable professional deviation within the framework of public and private medicine, Complaints may be submitted to the Medical Professions Ombudsman.
For additional information see: the Minstry of Health's website].


The Medical Professions Ombudsman operates as part of the Ministry of Health's Public Inquiries and Complaints Department.

  • The Medical Professions Ombudsman handles complaints in instances of suspected medical malpractice in medical care. The ombudsman investigates incidents of malpractice in hospitals and clinics, whether part of the public or private medical care system.
  • Complaints regarding quality of care or personal conduct by a healthcare professional (doctor, nurse, physical therapist, occupational therapist, etc.) are handled by the Ministry of Health's Public Inquiries and Complaints Department.
  • For information about complaints about Dental Care see Filing a complaint for dental care
  • Complaints may be submitted to the ombudsman by those who feel they have been harmed by medical malpractice or their legal representatives.

Who is Eligible?

  • Anyone covered by national medical insurance.
  • Individuals may submit complaints to the ombudsman or appoint a power of attorney to act on their behalf.

How to Claim It?

  • The Medical Professions Ombudsman may be reached in the following ways:
Medical Professions Ombudsman, Ministry of Health
Yirmyahu St 39, P.O Box 1176
Jerusalem, 9101002
  • Complaints should contain the following:
    • Identification information of the claimant and the victim (they do not necessarily have to be the same person).
    • Contact information for the claimant: Name, address, phone number (preferably cell phone number) and email address.
    • Description of the incident: The act that was committed, the victim, a description of the series of events, name(s) of the staff members who were involved, and any other details that can help the ombudsman fully understand the claim.
    • Relevant medical documentation.
    • If the claimant is not the victim, then a power of attorney from the victim should be included if personal or sensitive material is liable to be revealed as part of the process and/ or a probate or inheritance.
  • As part of the clarification process, the claimant's name is given to the facility or individual against whom the complaint is being submitted. A claimant who wishes to remain anonymous must indicate this on the written claim.
  • The claimant should receive a preliminary response within two weeks of the the complaint being officially received, in addition to a brief description regarding the estimated official response date.
  • If the request is not a field test of the Commissioner, the request will be sent to another complaint handling body (the applicant will be informed of this).
  • After collecting information relating to the case (e.g. medical records) and transferring the complaint against whom the complaint was made, one of the following will be decided:
    • The treatment is finished addressing and responding to the applicant.
    • The treatment ends in complaint handling and transferring is to another.
    • Further investigation in front of the cause against whom the complaint was made.
    • Obtaining expert opinions.
    • Summoning the cause against whom the complaint was made and/or facing calls for clarification.
    • The establishment of a committee of inquiry. See details below.

Investigative Committee to investigate complaints about medical care

  • If it is decided to appoint a committee of inquiry following a complaint, the following actions are taken:
    • Subjects factors will be taken regarding the establishment of a committee.
    • The committee will identify experts in the relevant field.
    • The committee will schedule witnesses (the victim, family members, etc.) and medical staff and will inform the relevant parties about their right to legal representation.
    • The committee conversations will be registered or recorded in the protocol (however, there is a partial immunity in accordance with Article 21 of the Patients' Rights Act).
    • The committee will examine the issue and produce a report.
    • The commission's conclusions, together with the recommendations of the High Commissioner, shall be transferred to the Health Ministry Director General for approval, and then be transferred to entity against whom the complaint was made and the complainant.
    • The commission's conclusions will be forwarded for operational implementation.

Please Note

  • The Ministry of Health's Public Inquiries and Complaints Department does not handle complaints related to the National Health Insurance Law, such as eligibility to receive a specific treatment or medication, etc. The National Health Insurance ombudsman must be contacted in these cases.
  • The Ministry of Health's Public Inquiries & Complaints Department also does not handle financial claims regarding harm caused to the public.

Aid Organizations

  • For a comprehensive categorized listing of healthcare organizations offering assistance and support, click here.

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