Stížnosti v nemocnicích řeší lékaři po večerech. Čtvrtina zařízení je stále vede na papíře

A 2026 Czech Ministry of Health report analyzes the patient complaint resolution system in hospitals based on data from over 150 healthcare facilities. The study revealed significant differences in complaint handling approaches – small hospitals resolve only a handful of complaints annually, while half of the largest hospitals with over one thousand beds receive more than 26 complaints per year. Only half of inpatient facilities have an ombudsman or ombudsman team, whereas 82 percent of directly managed ministry organizations do. Only 37 percent of hospital ombudsmen work full-time, with the rest on part-time contracts or service agreements. One-third of facilities do not require specific education or experience when selecting an ombudsman. One-third of healthcare facilities perceive communication with patients as a barrier to complaint resolution, with some patients displaying verbal aggression. Most facilities maintain complaint records outside standard hospital information systems, typically on shared drives or in paper form.