Procedure for consideration of citizens 'appeals to the State Medical Institution Sanatorium

1. General provisions. The subject of regulation of this procedure (hereinafter referred to as the Procedure) is the organization of ensuring timely and complete consideration of oral and written appeals of citizens with notification of applicants about making decisions on them and sending responses within the time limit established by the legislation of the Russian Federation. In accordance with this Procedure, the sanatorium provides for consideration of oral and written appeals of citizens of the Russian Federation, foreign citizens and stateless persons, except for cases established by international treaties of the Russian Federation or the legislation of the Russian Federation. The provisions of this Procedure apply to all oral appeals, appeals received in writing or in the form of an electronic document, individual and collective appeals of citizens (hereinafter referred to as appeals).

2. The list of normative legal acts regulating relations arising in connection with the consideration of citizens ' appeals. Consideration of citizens ' appeals is regulated by the following regulatory legal acts:

• By the Law of the Russian Federation of May 2, 2006 No. 59-FZ "On the Procedure for considering appeals of citizens of the Russian Federation";
• Law of the Russian Federation of February 7, 1992 No. 2300-1 "On Protection of Consumer Rights";
• By the Law of the Russian Federation of April 27, 1993 No. 4866-1 "On Appealing in Court actions and decisions that violate the rights and freedoms of citizens";
• Law of the Russian Federation No. 149-FZ of July 27, 2006 "On Information, Information Technologies and Information Protection";
• By the Law of the Russian Federation of 21.11.2011 N 323-FZ "On the basics of public health protection in the Russian Federation";
• By the Law of the Russian Federation of 29.11.2010 N 326-FZ "On compulsory medical insurance in the Russian Federation";
• by the Civil Procedure Code of the Russian Federation No. 138-FZ of November 14, 2002.

3. Requirements for the procedure for informing citizens about the consideration of appeals.

3.1. Information about the location of the institution, the postal address for sending requests, reference phone numbers and e-mail address for sending requests are posted on the official website of the medical organization on the Internet: https://san-krasivo.ru.

3.2. Postal address of the medical organization: 309360, Belgorod region, Borisovsky district, Nikolsky farm, 1"a". Phone number(s) for inquiries on citizens ' appeals, personal reception : 8 (47246) 33-111. Helpline (s): 8(47246) 33-607. Email address for receiving citizens ' requests: info@san-krasivo.ru. Fax number for receiving citizens ' requests: 8(47246) 33-111.

3.3. Independent submission of written applications by the applicants, with delivery by mail or courier, is sent to the address: 309360, Belgorod region, Borisovsky district, Nikolsky farm, 1 "a" .

Opening hours: Monday, Tuesday, Wednesday, Thursday, Friday - from 8.00 to 17.00; lunch break - from 13.00 to 14.00.

3.4. The following information should be posted on the official website of the sanatorium, in the mass media, on information stands:

• location of the sanatorium;
• phone numbers for inquiries, email addresses, official website addresses;
• the procedure for appealing decisions and actions (inaction) of officials of the sanatorium within the framework of consideration and based on the results of consideration of the appeal;
• extracts from the normative legal acts regulating the work with citizens ' appeals.

3.5. A stand containing information about the organization of consideration of citizens ' appeals is placed in the patient reception hall.

3.6. To obtain information about the procedure for considering appeals, citizens apply to:

• personally;
• by phone;
• in writing by mail;
• by email.

The specifics of working with citizens ' appeals received by the helpline are regulated by a separate Procedure. The rest of the work with the appeals received in the sanatorium is carried out in accordance with this Procedure.

4. The term of consideration of the application. The deadline for registering written requests from the moment of receipt is no more than one day. Written appeals of citizens on issues that are not within the competence of the sanatorium, within up to five days from the date of their registration, are subject to forwarding to the relevant organizations or bodies whose competence includes the solution of the issues raised in the appeal, with simultaneous notification of the citizen who sent the appeal about the forwarding of his appeal. If a citizen raises a number of issues in one appeal, the resolution of which is within the competence of various organizations or bodies, copies of the appeal must be sent within five days from the date of registration to the relevant organizations or bodies. The general term of consideration of written appeals of citizens is thirty days from the date of registration of the written appeal. In cases that require appropriate checks, study and request additional materials, and other measures, the terms of consideration may be extended by the director of the sanatorium for no more than thirty days, as an exception. At the same time, within a month from the date of receipt of the appeal, its author is informed in writing about the measures taken and about the extension of the period for consideration of the appeal. At individual oral informing of citizens (by phone or in person) the employee of the sanatorium, who provides information, gives an answer independently when a citizen applies. If the employee to whom the citizen addressed cannot answer the question independently, then he suggests that the citizen apply in writing or appoint another convenient time for the citizen to receive information.

5. The list of documents required in accordance with regulatory legal acts for the consideration of citizens ' appeals. The basis for consideration of the citizen's appeal is the citizen's appeal sent to:

• in writing by mail or fax;
• by email;
• personally;
• by phone.

When considering an appeal, the administration of the sanatorium does not have the right to require a citizen to perform actions, including approvals, necessary for the consideration of the appeal and related to the appeal to other state bodies, local self-government bodies, organizations. In the application, the applicant indicates the name of the medical organization to which the application is sent, or the surname, first name, patronymic of the relevant official, or the position of the relevant person, as well as their surname, first name, patronymic, e-mail address, if the response should be sent in the form of an electronic document, the postal address to which the response should be sent, the notification of redirection of the appeal, sets out the essence of the proposal, application or complaint, puts a personal signature and date. A citizen has the right to attach the necessary documents and materials to such an application in electronic form or to send the specified documents and materials or their copies in writing. If the request is sent through the applicant's representative, a document confirming the authority to act on behalf of the applicant is also submitted.

As a document confirming the authority to perform actions on behalf of the applicant, the following documents may be submitted::

a) a power of attorney issued in accordance with the legislation of the Russian Federation;

b) a copy of the decision on the appointment or election or the order on the appointment of an individual to a position, according to which such an individual has the right to act on behalf of the applicant without a power of attorney.

The appeal received in the sanatorium is subject to mandatory admission.

6. The order of consideration of individual applications.

6.1. If the written request does not specify the name of the citizen who sent the request, or the postal address to which the response should be sent, the response to the request is not given. If the specified appeal contains information about the illegal act being prepared, committed or committed, as well as about the person preparing, committing or committing it, the appeal is subject to referral to the state body in accordance with its competence.

6.2. The appeal in which the court decision is appealed, within seven days from the date of registration, is returned to the citizen who sent the appeal, with an explanation of the procedure for appealing this court decision.

6.3. An official of the sanatorium, upon receipt of a written appeal containing obscene or offensive expressions, threats to the life, health and property of the official, as well as members of his family, has the right to leave the appeal unanswered on the merits of the questions raised in it and inform the citizen who sent the appeal about the inadmissibility of abuse of the right.

6.4. If the text of the written appeal is not readable, the response to the appeal is not given and it is not subject to referral for consideration to a state body, local self-government body or official in accordance with their competence, which is reported to the citizen who sent the appeal within seven days from the date of registration of the appeal, if his surname and postal address are readable.

6.5. If a written request of a citizen contains a question to which he has repeatedly been given written answers on the merits in connection with previously sent requests, and at the same time the request does not provide new arguments or circumstances, the director or other official (or an authorized person) has the right to make a decision on the groundlessness of the next request and the termination of correspondence with the citizen on this issue, provided that the specified request and previously sent requests were sent to the same official. The citizen who sent the appeal is notified of this decision.

6.6. If the answer to the substance of the question raised in the appeal cannot be given without disclosing the information constituting a state or other secret protected by federal law, the citizen who sent the appeal is informed that it is impossible to give an answer to the substance of the question raised in it due to the inadmissibility of disclosing the specified information.

6.7. If the reasons for which the answer to the substance of the questions raised in the appeal could not be given were subsequently eliminated, the citizen has the right to re-send the appeal to the relevant state body, local self-government body or the relevant official of the medical organization.

7. The rights of citizens and the duties of officials of the sanatorium when considering appeals. A citizen at the stage of consideration of his application to the sanatorium, if desired, has the right to:

• submit additional documents and materials on the application under consideration or request their reclamation, including in electronic form;
• get acquainted with the documents and materials related to the consideration of the application, if this does not affect the rights, freedoms and legitimate interests of other persons and if the specified documents and materials do not contain information that constitutes a state or other secret protected by federal law;
• receive a written response on the substance of the issues raised in the appeal, except for cases provided for by the current legislation;
• receive a notification about the forwarding of the appeal to the state body, local government body or official whose competence includes the resolution of the issues raised in the appeal;
• file a complaint against the decision taken on the appeal or against actions (inaction) in connection with the consideration of the appeal in an administrative and (or) judicial procedure in accordance with the legislation of the Russian Federation;
• apply for termination of consideration of the application.

Health resort officials provide:

• objective, comprehensive and timely consideration of citizens ' appeals, if necessary;
• with the participation of citizens who sent appeals;
• obtaining, including in electronic form, documents and materials necessary for the consideration of written appeals of citizens in other state bodies, local self-government bodies and other officials, with the exception of courts, bodies of inquiry and bodies of preliminary investigation;
• taking measures aimed at restoring or protecting the violated rights, freedoms and legitimate interests of citizens;
• notification of a citizen about the direction of his appeal for consideration to another state body, local government body or other official in accordance with their competence.

Confidential information that became known to the officials of the sanatorium during the consideration of citizens ' appeals may not be used to harm these citizens, including if they may infringe on the honor and dignity of citizens.

The main requirements for the quality of consideration of applications in the sanatorium are:

• the reliability of the information provided to the applicants about the course of consideration of the application;
• clarity in the presentation of information; - completeness of informing applicants about the progress of consideration of the application;
• visibility of the forms of information provided about administrative procedures;
• convenience and accessibility of obtaining information by applicants about the procedure for considering applications.

8. Other requirements, including those that take into account the specifics of working with citizens ' appeals in electronic form. Providing the possibility for applicants to receive information about working with applications on the official website of the sanatorium. Providing the possibility for applicants to receive application forms and other documents necessary for consideration of the application on the official website of the sanatorium. Providing an opportunity for applicants to submit documents in electronic form using the official website of the sanatorium. Ensuring that when the applicant sends an application in the form of an electronic document, an electronic message confirming the receipt of the application to the sanatorium is submitted to the applicant.

9. Personal reception of citizens in a medical organization

9.1. Organization of personal reception of citizens Personal reception of citizens is carried out by the director of the sanatorium in accordance with the schedule of reception of citizens approved by the director. In the case of a citizen's appeal to the director of the sanatorium on an urgent issue from the point of view of the citizen concerning his state of health and issues of providing medical care to a particular patient, the reception of this citizen is carried out in the near future, regardless of the approved schedule of admission. The schedule of reception of citizens by the director of the sanatorium is posted on the official website and on the information stand.

At personal reception, a citizen presents a document certifying his identity (passport, military ID, as well as other identity documents, in accordance with the legislation of the Russian Federation). During a personal reception, a citizen makes an oral statement or leaves a written appeal on the substance of the questions asked by him, including for the purpose of taking measures to restore or protect his violated rights, freedoms and legitimate interests. The maximum allowed time of personal reception of a citizen should not exceed 30 minutes. Oral appeals of a citizen are registered. If the facts and circumstances stated in the oral appeal are obvious and do not require additional verification, the response to the appeal with the consent of the citizen can be given orally during a personal reception. In other cases, a written answer is given on the substance of the questions raised in the written request of the citizen. Written appeals of citizens accepted during a personal reception are subject to registration and consideration in accordance with this Procedure. If during a personal reception it turns out that the solution of the issues raised by the citizen is not within the competence of the administration of the sanatorium, the citizen is explained where and in what order he should apply. In the course of a personal reception, a citizen may be denied consideration of his appeal, if he was previously given an answer on the merits of the questions raised in the appeal.

Control over the organization of personal reception and registration of citizens 'appeals considered at a personal reception in the sanatorium are carried out by the appropriate authorized person responsible for working with citizens' appeals. Accounting (registration) of oral appeals of citizens and the content of the oral appeal are entered by authorized persons directly into the database for working with citizens ' appeals and in the journal, which must be numbered, laced and sealed.

The journal of personal appeals of citizens must include the following sections:

• date of the request;
• Full name of the applicant;
• address of actual residence;
• subject of the request;
• Full name and position of the commissioner for consideration;
• result of the review.

If oral appeals of citizens are received by phone, the caller is warned that in order to comply with the requirements of Federal Law No. 152-FZ of July 27, 2006 "On Personal Data", the conversation with him is recorded, and the content of the conversation is reflected in the journal in accordance with this Procedure and he is given oral answers to questions within the competence of the administration of the sanatorium. The oral appeals of citizens received by phone are registered in the journal and in the database for working with citizens ' appeals.

9.2. The maximum waiting time in the queue when submitting an application and receiving the result of consideration of the application, the waiting time of the applicant in the queue for a personal application should not exceed 20 minutes.

9.3. Requirements for the place of waiting and reception of applicants The organization of the reception of citizens is carried out in a specially designated place, taking into account the need to provide comfortable conditions for applicants, including ensuring the possibility of realizing the rights of persons with disabilities. To wait for the reception of citizens, fill out the necessary documents, places are allocated equipped with tables, chairs, as well as the necessary stationery (for the possibility of processing documents). The tables are equipped with a telephone and a directory of office phones of the sanatorium staff. The entrance and movement in the premises where a personal reception is held should not create difficulties for persons with disabilities. Places where information about the consideration of appeals is received are equipped with information stands.

Informing the applicants about the fact of receipt of the application, its incoming registration details, is carried out by the authorized person responsible for registering citizens ' appeals. Reference, statistical and analytical materials concerning the consideration of citizens ' appeals are placed in the corresponding section of the official website of the sanatorium. Information about the reception of citizens is posted on the information stands of the medical organization, as well as on the official website of the sanatorium.

10. Work with written appeals of citizens in the sanatorium.

10.1. Reception of written appeals of citizens Written appeals received by the sanatorium are accepted by the authorized person responsible for the registration of citizens ' appeals. In order to ensure safety when working with written requests, they are subject to mandatory opening and preview. In case of detection of dangerous or suspicious attachments in an envelope (parcel), work with a written request is suspended until the circumstances are clarified and an appropriate decision is made by the authorized person responsible for registering citizens ' appeals.

When accepting written requests:

• checks the correctness of the address of the correspondence;
• telegrams are sorted;
• envelopes are opened, the presence of documents in them is checked (torn documents are glued);
• sorts responses to requests by citizens ' requests;
• the documents received with the letter (passport, military ID, employment record, pension certificate, photos and other attachments to the letter) are pinned under the paper clip after the text of the letter, then the envelope is pinned.

In the absence of the text of the letter itself, the employee receiving the mail pins the form with the text: "There is no written request to the addressee", which is attached to the envelope. According to the identified violations and shortcomings, reports on letters are drawn up:

• to which are attached enclosed in envelopes of banknotes, securities, etc.;
• for letters that were not addressed when opened;
• in envelopes where there was a shortage of documents mentioned by the author or an inventory of documents enclosed in the envelope.

The act is drawn up in two copies and signed by the authorized person responsible for registering citizens ' appeals. In this case, one copy of the act is sent to the sender, the second is attached to the received documents and sent along with them for consideration. Wrongly (at the wrong address) sent emails are returned to the post office unopened.

10.2. Registration of written appeals of citizens Registration of appeals of citizens received in the sanatorium is made by the authorized person responsible for registration of appeals of citizens in the corresponding database within one day from the date of their receipt. Registration of written appeals and appeals of citizens received by e-mail is carried out by the authorized person responsible for registering citizens ' appeals by entering the necessary data about the citizens who applied and the content of their appeals into the appropriate database. Each written request is stamped with the registration stamp, the date of registration and the registration number. All this information is entered into an automated database.

The authorized person responsible for registering citizens ' appeals checks the established details of the letter, the presence of attachments and attachments specified by the author. If necessary, check the received requests for repetition. Repeated requests are considered to be received by the sanatorium from the same person on the same question: if the applicant is not satisfied with the answer given to him on the original application. Not considered repeated:

• addresses of the same person, but on different issues;
• requests that contain new questions or additional information.

If the address is missing both on the envelope and in the text of the request, when determining the region of residence of the applicant, the data of the postmark at the place of dispatch should be used. Registered appeals of citizens, depending on the content of the issue, are sent to the director of the sanatorium for consideration on the same day. At the same time, a note is made in the database about the direction of the citizen's appeal for consideration.

10.3. Consideration of written appeals of citizens On a written appeal and an appeal received by e-mail and accepted for consideration, one of the following decisions must be made about:

• acceptance for consideration;
• transfer to the deputy directors for consideration;
• referral to other organizations and institutions;
• when attaching to a previously received request;
• a message to a citizen about the impossibility of considering his appeal;
• message to the citizen about the termination of the correspondence;
• write-off "In the case".

Citizens ' appeals on issues not within the competence of the sanatorium, within five days from the date of their registration, are sent by the authorized person to the relevant organizations or to the relevant official, whose competence includes the solution of the issues raised in the appeal, with the notification of the citizen who sent the appeal. If the text of the written application is not readable, it is not subject to referral for consideration to a state body, local government body or official in accordance with their competence, which is reported to the applicant who sent the application within five days from the date of registration, if his last name and postal address are readable.

On the progress of work with citizens ' appeals received for consideration by the sanatorium from a higher management body to which they were sent directly or from the Administration of the President of the Russian Federation, the Office of the Government of the Russian Federation, the State Duma of the Federal Assembly of the Russian Federation, the Federation Council of the Federal Assembly of the Russian Federation, the Public Chamber of the Russian Federation, the Prosecutor General's Office of the Russian Federation, the Commissioner for Human Rights in the Russian Federation, the Commissioner for Children's Rights in the Russian Federation, The Ministry of Health of the Russian Federation, and taken under their control, is reported personally to the director of the sanatorium. A citizen's appeal containing an appeal against decisions, actions (inaction) of specific officials and employees of the sanatorium may not be sent to these officials and employees for consideration and response to the citizen. If the fulfillment of this condition is impossible, the appeal is returned to the citizen with an explanation of his right to appeal the relevant decisions or actions (inaction) in accordance with the established procedure to the court.

All applications received by the sanatorium are subject to mandatory consideration. An appeal containing obscene or offensive expressions, threats to the life, health and property of an official of a medical organization, as well as members of his family, may be left unanswered on the merits of the questions raised in it, while simultaneously notifying the applicant who sent the appeal about the inadmissibility of abuse of the right. Appeals considered by the director are transmitted to the authorized person responsible for registering citizens ' appeals for registering the resolution in the database and then sending the appeal to the deputy directors for preparing a response.

10.4. Preparation of responses to written appeals of citizens The draft response to the citizen prepared by the official responsible for the execution of the order is coordinated with the head of the structural unit concerned with the content of the declared appeal. The responsibility for timely, comprehensive and objective consideration of appeals is equally borne by all the executors specified in the resolution. Requests received with a note about the urgency of delivery: "Hand over immediately" or "Urgent" are considered immediately. The transfer of citizens 'appeals from one contractor to another is carried out only through the authorized person responsible for registering citizens' appeals. In case of disagreement between the performers about the ownership of the appeal, the final decision on this issue is made by the director of the sanatorium or his deputies in accordance with the supervised areas of activity. An appeal is considered resolved if all the questions raised in it are considered, the necessary measures are taken and a written response is given. If the data specified in the request is not sufficient to make a final decision, the necessary materials are requested for the conclusion and reasoned decision - making. The results of consideration of the appeal are reported to its author. The answer should be specific, clear in content, reasonable and cover all the questions raised in the appeal. If the request set out in the appeal cannot be resolved positively, then it is indicated for what reasons it cannot be granted. The contractor and the person who signed the response are responsible for the completeness, content, clarity and clarity of the statement of the essence of the response, and the reliability of the reference to regulatory acts. It is prohibited to make any changes to the content of the response without the permission of the official who signed it. Responses to citizens ' appeals are signed by the director of the sanatorium. Original documents (passports, diplomas, employment records, etc.) are returned to the applicant by registered mail together with the response. In this case, the response should list their names and indicate the total number of sheets of the application. When considering an appeal, it is not allowed to disclose the information contained in the appeal, as well as information concerning the private life of a citizen, without his consent. It is not a disclosure of the information contained in the appeal, sending a written appeal to a state body, a local government body or an official whose competence includes solving the issues raised in the appeal. The outgoing registration number of the response to the request is generated in the corresponding database. Before sending the responses to the applicants for sending, the authorized person checks the presence of signatures, visas on copies of the responses, the correspondence and availability of attachments specified in the response, the correct spelling of the postal code, address, surname and initials of the correspondent and the outgoing letter number. The duly completed responses are transmitted to the authorized person responsible for mailing the mail for sending to the addressees by mail. The response to the request received in the form of an electronic document is sent by the authorized person in the form of an electronic document to the e-mail address specified in the request, or in writing to the postal address specified in the request. The materials of the executed application with a visa copy of the response to the applicant are formed in the files by the authorized person responsible for office work, in accordance with the nomenclature of cases. The authorized person responsible for information and technical support administers and maintains the database software for working with citizens ' appeals. Registration of cases for archival storage of citizens ' appeals is carried out in accordance with the requirements of office management.

11. Results of consideration of citizens ' appeals. The final results of the consideration of the appeal are: - a response to all questions raised in the appeal (oral, in writing or in the form of an electronic document) or a notification of the forwarding of the appeal to the appropriate organization or body whose competence includes the solution of the questions raised in the appeal; - refusal to consider an appeal (oral, in writing or in the form of an electronic document) stating the reasons for the refusal. The procedure for considering the application is completed by sending a response or refusal on the merits of the applicant's application and receiving the result of the consideration of the application in written or oral form or in the form of an electronic document.

12. Analysis of citizens ' appeals. Based on the results of working with citizens 'appeals, a report is generated in the database on working with citizens' appeals, broken down into written and oral appeals, by types and types of appeals. In order to prepare and carry out measures to eliminate the causes that give rise to justified complaints of citizens, the authorized person keeps records and analyzes the appeals of citizens who have arrived at the sanatorium. Deputy directors provide accounting and analysis of issues in the supervised areas contained in citizens 'appeals, including the analysis of the following data: - the number and nature of citizens' appeals considered; - the number and nature of decisions taken on citizens ' appeals within their powers; - the number and nature of legal disputes with citizens, as well as information about the court decisions taken on them. Organize the accounting and analysis of issues and prepare proposals aimed at eliminating shortcomings. The authorized person responsible for working with citizens 'appeals summarizes the results of the analysis of citizens' appeals at the end of the year and prepares a statistical report and a corresponding analytical note.

13. Organization of control over the execution of the Order. Control over the consideration of appeals is carried out in order to ensure timely and high-quality execution of instructions on citizens ' appeals, to take operational measures to timely identify and eliminate the causes of violations of the rights, freedoms and legitimate interests of citizens, to analyze the content of incoming appeals, the progress and results of work with appeals. Control over the execution of citizens ' appeals includes: - setting instructions for the execution of appeals for control; - collecting and processing information about the progress of consideration of appeals; - preparation of operational requests to performers on the progress and status of execution of orders for appeals; - preparation and synthesis of data on the content and timing of execution of orders for citizens ' appeals; - removal of appeals from control. Control over the timely and complete consideration of citizens ' appeals is carried out by the deputy directors of the sanatorium in the following areas. The authorized person responsible for the registration of citizens ' appeals exercises special control over the execution of appeals received by the sanatorium from the health management bodies, other authorities with the control of execution, and also performs selective control over the execution of any appeals received for consideration by the sanatorium in accordance with the instructions of the director. The date of withdrawal from control is the date of sending the final response to the applicant and to the supervisory authority. Requests to which intermediate responses are given are not removed from the control. The authorized person responsible for registering citizens ' appeals promptly submits to the director of the sanatorium information about appeals that have expired or are due to expire in the next seven days. Personal responsibility for the execution of requests within the time limits established by the legislation of the Russian Federation is assigned to the deputy directors in the following areas.

The grounds for conducting an internal audit (internal investigation) on the issues of working with citizens 'appeals are: - the expiration of the deadline for the execution of the appeal; - the receipt of appeals and applications from citizens, legal entities, individual entrepreneurs, information from state authorities, local self-government bodies, from the mass media about violations of the law on the consideration of citizens' appeals. Violations of the established Procedure for consideration of appeals, unlawful refusal to accept them, delaying the terms of consideration of appeals, their biased proceedings, making unjustified decisions that violate the legislation of the Russian Federation, providing false information, disclosing information about the private life of a citizen entail liability against the guilty officials of the sanatorium in accordance with the legislation of the Russian Federation. Citizens, their associations and organizations that have applied to the institution in accordance with the procedure established by law, have the right to any forms of control provided for by the current legislation over the activities of the administration of the sanatorium to work with citizens ' appeals.