The Medical Professions Ombudsman operates as part of the Ministry of Health's Public Inquiries and Complaints Department.
- The Medical Professions Ombudsman handles complaints where there is suspicion of unethical behavior or unreasonable deviation from the standard in medical care in hospitals and clinics, both in 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.), service hours, accessibility of doctors, coordination between different departments, service accessibility 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 about dental care.
Eligible Population and Prerequisites
- Anyone covered by national medical insurance.
- Individuals may submit complaints to the ombudsman or appoint a power of attorney to act on their behalf.
- The Medical Professions Ombudsman may be reached in the following ways:
- Call center: *5400
- Fax: 02-5655969
- Email: Call.firstname.lastname@example.org
- 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 under the ombudsman's authority, the request will be transferred to the appropriate address (the applicant will be informed of this).
- After collecting information relating to the case (e.g. medical records) and transferring the complaint to the person it was made against for response, one of the following will be decided:
- Dealing with the claim is over and the claimant is given a response.
- A complaint is followed and transferred to a different authority.
- Further investigation into the person/body that the claim was made against.
- Decision to obtaining an expert opinion.
- Summoning the claimant and/or the one the claim was made against 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:
- The people/bodies being investigated will receive notification 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.
- 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.
- For a comprehensive categorized listing of healthcare organizations offering assistance and support, click here.
Laws and Regulations
- The Patient's Rights Law - section 21
- Original information written by the IMA.
- English translation and maintenance by The Shira Pransky Project.