Info on

Public Inquiries Department

25 December 2023

The Geriatric Division’s Public Inquiries Department of the Ministry of Health can be reached at the Kol Habri'ut hotline.

The department should be contacted regarding the following topics:

  • A complaint regarding quality of treatment or the conditions in a geriatric institution
  • Complaints about ethical concerns
  • Complaints about financial matters
  • Complaints regarding the quality of care provided by staff in a geriatric facility
  • Obtaining information about procedures related to geriatric matters

Simple inquiries received through the Kol Habri'ut hotline will be addressed within 48 hours.

If involvement from other units is necessary in public inquiries, the inquiry will be addressed within one to two months from the initial date of contact.

If an inquiry is not within the responsibility of the unit, it will be redirected to the relevant unit for handling, and the inquirer will be updated accordingly.

Handling the inquiries is conducted by contacting clients via telephone while ensuring transparency throughout the process.

To address a complaint, it is recommended to contact the Public Inquiries Department of the Geriatric Division of the Ministry of Health. There are various reasons why to submit complaints to the Geriatric Division's Public Inquiries Department, including issues related to the quality of care provided in geriatric institutions, ethical concerns, financial matters, or the living conditions of patients.

Additional serious complaints may include suspicion of violence and neglect in treatment provided to patients in geriatric institutions, complaints about substandard behavior and conduct of the staff and management of a geriatric institution, as well as communication problems between patients and their families and the service providers.

You can contact The Public Inquiries Department if you need information about the Ministry of Health's regulations in various geriatric related topics.

The Geriatric Division strives to enhance the quality of its services and deliver professional and responsive support while integrating client-focused service and organizational values.

How to contact the Public Inquiries Department

Each inquiry to the Public Inquiries Department is currently conducted through the Kol Habri'ut hotline in one of the following ways:

The duration of an inquiry's processing time

The Geriatric Division promptly responds to inquiries received through the Kol Habri'ut hot line within 48 hours via telephone.

If involvement from other units of the Ministry of Health or outside it is necessary, the inquiry will receive a reply within one to two months.

Within 14 days of receiving the inquiry, the inquirer will be provided with confirmation of receipt and an update on the start of the inquiry process.

When an inquiry not within the Geriatric Department's responsibility is received, it will be transferred to the appropriate unit and the inquirer will receive information about it through the appropriate department.

Inquiries for the Geriatric Division

The Ministry of Health’s Geriatric Division has a well-organized mechanism for handling public complaints and inquiries, ensuring that the treatment procedures used in the department are methodical and professional. The entire process is conducted by skilled professionals in their respective fields.

Complaints are handled through telephone communication, with a commitment to maintain transparency with the customers.

Inquiries regarding HMOs

If you want to complain about the treatment you received, you can contact the following parties: