Complaint handling procedure
Dear clients,
our long-term goal is your satisfaction with the services we arrange through our contractual partners, helpful staff and the highest possible quality of care.
In the event of serious dissatisfaction with our services, you have the right to submit a complaint. First and foremost, we would like any dissatisfaction or other issues to be resolved immediately when they arise. Do not hesitate to contact the coordinators who accompany you to your examination, or reach us on the client line: tel. +420 702 101 001.
If your problem has not been resolved satisfactorily, you have the right to submit a formal complaint:
WHO MAY SUBMIT A COMPLAINT?
- the patient
- the patient’s legal representative or guardian
- a close person, if the patient is unable to do so due to their state of health, or if the patient has died
- a person authorised by the patient upon submission of a written power of attorney
WHAT MUST THE COMPLAINT CONTAIN?
- information on who is submitting it and what it concerns
- in the case of a natural person: first name, surname, date of birth, residence and signature
- in the case of a legal entity: name, registered office, ID No. and designation of the statutory body
- a statement of what the complainant is seeking
- a written power of attorney for the representative submitting the complaint on behalf of another person
If the complaint does not contain these particulars, is not comprehensible, is illegible, or any additional information is needed to resolve it, we will ask you to supplement it.
We deal with anonymous complaints only in exceptionally serious cases.
HOW AND WHERE CAN A COMPLAINT BE SUBMITTED?
- in person
- in writing by letter to: Altoa s.r.o., Maislova 38/15, 110 00 Prague 1 – Josefov
- by email to: stiznosti@altoa.cz
- via data box: ID s82cckb
WHAT WILL HAPPEN NEXT?
- we will confirm receipt of your complaint
- within 30 days we will inform you about the progress of its handling
Submitting a complaint has no effect on the further provision of services.