Enquiries, Complaints and Reporting to the Ministry of Health

Enquiries, queries and complaints in the fields of responsibility of the Ministry of Health can be sent via the “Health Voice” call center at telephone *5400, or using the online Contact Form.

Contacting the Service Division

Complaints Commission for Health Care Professions - Handling of all complaints in the filed of medical treatment, ethics, Patient Rights Law.
Public Enquiries in the field of Dentistry - Handling of all complaints in the field of dentistry, in the field of clinical treatment and any other topic connected to dentistry.
Public Enquiries regarding General Topics - Enquiries regarding a range of fields for which the Ministry is responsible and which are not clinical, e.g. quality of treatment, the manner in which the medical staff relate to the patient, reception hours for service and the like.
Requests for information in the framework of the Freedom of Information Law - Handling of public requests for information in the framework of the Freedom of Information Law, and providing responses as per the requirements of the Law.

Contacting the Internal Audit Department

The Internal Audit Department deals with pubic inquiries and complaints (under the provisions of Section 8 of the Internal Audit Law 1992) in a broad range of fields for which the Ministry, including all its units, is responsible; as well as complaints from employees of the Ministry of Health and employees of the health system as a whole, regarding any issue connected to the Ministry and to the health system.

Inquiries and Complaints to the Internal Audit Department

Contacting the Complaints Commission under the National Health Insurance Law

Submitting a Complaint pursuant to the National Health Insurance Law - Pursuant to Clause 45 of the Law, any resident of Israel is entitled to submit a complaint against a HMO (kupat cholim), one of its service providers, any of its employees or anyone acting on its behalf, on all matters concerning their conduct in fulfilling their legal duties. The complaint must be submitted in writing to the Public Complaints Commission.
Transfer from one HMO (kupat cholim) to another - Any person considering himself as being detrimentally affected concerning his own registration to an HMO, or concerning the registration of a dependent, is entitled to lodge a request to cancel or expedite the transfer. The request must be submitted in writing to the Public Complaints Commission under the National Health Insurance Law.
Refund for Health Services for a Person Retroactively Recognized as a Resident - Any person who purchased medical services while not a member of an HMO (kupat cholim), and who requested a certificate of residence from the National Insurance Institute, may submit a request to evaluate his eligibility for reimbursement. Information on reimbursement for health services.

Additional topics regarding which the Ministry of Health may be contacted

Enquiries on matters of Health and Accessibility - Questions and complaints can be directed to the Superintendent of Equal Rights for Handicapped Persons in the Ministry of Health regarding the following issues: equality and accessibility to health services, rights of handicapped workers in health services, questions connected to the Handicapped Persons’ Equal Rights Law, and information regarding the Equality Officers and Accessibility Coordinators in the health services.
Submitting a Complaint Against a Psychologist - The handling of complaints against psychologists under the provisions of the Psychologists Law.
Enquiries and Reporting regarding Side Effects of Medications - Reporting of side effects resulting from the use of medications, as well as adverse events related to the use of medications, such as: errors in the administration of medications, mistaken identification of medications, etc.
Enquiries and Reporting regarding Counterfeit Medications and Counterfeit Medical Devices - Enquiries and reports may be made regarding the sale of counterfeit medications, dietary supplements or medical devices, or about hospitalization or medical treatment after taking medications that are suspected of being counterfeit, or as the result of taking party drugs or kiosk-sold drugs.
Complaints regarding Advertising of Health Products that is Misleading to the Public - These products include: dietary supplements, food products, cosmetics and toiletries, homeopathic products, dental health products, medical technologies and devices for which no medical indication has been approved by the Ministry of Health.
Enquiries and Complaints regarding Food - The general public may contact the Health Bureaus with complaints regarding food products. This avenue provides a solution for the population and an additional level of supervision of the food industry is provided, as well as a good public service.
Complaints regarding Sexual Harassment - the prohibition on sexual harassment was anchored in the law, with the purpose of protecting human dignity, freedom and privacy, and to promote gender equality. Every complaint of sexual harassment is examined thoroughly, with sensitivity and discretion, and is handled with determination by all Ministry of Health institutions (government hospitals, health bureaus, and the Ministry of Health headquarters). This is done regardless of whether the complaint is against an employee, caregiver, or any other service provider in the health system, or against a patient who harassed personnel or other patients.

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