For consumers in the service sector, there is currently a very large selection. In addition to municipal medical institutions and diagnostic laboratories, there are private clinics and diagnostic centers. In almost any private laboratory or city clinic where self-supporting funding exists, you can take tests and receive a medical report for a fee. If you have a medical policy, services of this kind are provided in municipal institutions free of charge.
Regardless of whether it is a municipal or private clinic, laboratory, medical center, the possibility of deception when taking tests exists.
As a rule, almost all actions lead to the same result - when taking tests, they gave incorrect data.
When considering the problem through the human factor, nothing terrible seemed to have happened. A situation that occurs quite often in life. And who doesn’t make mistakes in this life?
But in the case of medicine, it is important to understand that we are talking about the most important thing - human life and health. Under such circumstances, the client of a medical institution loses time and often money. Well, if suddenly we are talking about a sick person, then time may in this case be worth its weight in gold.
First, you need to analyze the circumstances, examining the details: what documents are available confirming the tests, payment, visit to the organization and, finally, indicating an error.
In order to more clearly understand your next actions, the best decision would be to seek legal help in a medical dispute. A qualified lawyer can explain the legal nature of the actions of employees of a medical institution, the procedure for restoring violated rights and the limits of responsibility of doctors.
Correctly and timely provision of legal assistance in a medical dispute is already almost 1/3 of the solution to the problem.
If there is no desire to raise a scandal, and there is free time To re-take tests, you can offer the medical staff and administration of the diagnostic and treatment institution an alternative. For example, free change repeated tests with receiving biomaterial out of turn. Or an accelerated study with results delivered in as soon as possible. Most often, in order not to make a fuss, offenders go to meet their client.
Each case is individual, and the person who applies for the service decides for himself how antisocial and dangerous to human health and life the legal violation was committed by the doctors and how important it is for him to hold the doctors, hospital, or clinic accountable.
When deciding how to hold doctors, a hospital, or a clinic accountable, the degree of negative consequences that resulted from erroneous test results given to the patient will be important. Whether for this reason circumstances arose that worsened the patient’s health condition. For example, an erroneous analysis of the body’s susceptibility to a certain chemical or medicine, when used, can lead to undesirable negative consequences.
In any case, medical personnel and the administration of the medical institution are responsible. The nature of their actions and the legal analysis of the situation makes it possible to decide what kind of responsibility we are talking about. For example, about civil, administrative or criminal.
Within the framework of their job descriptions, employees of a medical institution may be punished in accordance with the standards Labor Legislation and in the healthcare sector.
The administration of a medical institution may be held accountable for violating administrative legislation.
If the client goes to court with claims for compensation for material and moral damage, then we are talking about civil liability.
At serious consequences which caused damage to the life and health of the patient, the question often arises of bringing the employees of the medical organization and management to criminal liability.
IN in this case Constitutional human rights, for example the right to life, are also violated.
Solving such a problem on your own is quite difficult, and in any case the right decision will contact a lawyer to resolve such disputes.
It is important to understand that the medical staff of any medical institution bears responsibility for the health and life of the person who comes to the appointment. They are required to comply with ethics and their job descriptions, regulatory legal acts regulating healthcare in Russia.
When visiting paid and municipal hospitals, clinics and laboratories, you must be vigilant and careful. Read the labels on containers with biomaterial, carefully study the documents that are given for signature. If any fraud is detected on the part of medical worker contact the administration of this organization with a complaint. Ask questions when in doubt.
Important! For all questions of a medical dispute, if you don’t know what to do and where to go:
Call 8-800-777-32-63.
Medical lawyers and attorneys who are registered Russian Legal Portal, will try to help you from a practical point of view in the current issue and advise you on all issues of interest.
A complaint against a laboratory assistant is an official document establishing the patient’s requirements and describing the essence of such requirements. According to article 4 Federal Law “On the procedure for considering appeals from citizens of the Russian Federation” complaint– a citizen’s request for restoration or protection of his violated rights, freedoms or legitimate interests or the rights, freedoms or legitimate interests of other persons. Responding to a written complaint is mandatory for official bodies and organizations. In addition, the consideration of the complaint must take place in full compliance with the procedures and deadlines established by this federal law.
We offer our sample complaint, in which we tried to take into account all typical situations. You can correct and supplement the specified sample - the complaint does not have a mandatory prescribed form.
Before writing and filing a complaint against a laboratory assistant we recommend you:
Chief physician of a state (municipal (private) health care institution (name) (address)
Ministry of Health (name of the executive body of the subject Russian Federation with authority in the field of health protection) (address)
Prosecutor's office (name of the subject of the Russian Federation) (address)
Territorial body Federal service for supervision in the field of healthcare according to (name of the subject of the Russian Federation) (address)
from Last Name First Name Patronymic, residential address
(for example: Ivanov Ivan Ivanovich, Moscow, Moskovskaya st., 134, apt. 35)
Complaint about a laboratory assistant
I, Ivanov Ivan Ivanovich (indicate your last name, first name and patronymic - the latter if available), on September 25, 2017 (indicate the exact date of the event) felt unwell, namely (indicate specific symptoms diseases) and decided that I would need a laboratory assistant.
This circumstance served as the basis for my application to a medical healthcare institution (indicate the type of medical institution and its name, for example city clinic No. 9) for helping me medical care.
At the same time, the following unlawful actions (inactions) were taken against me in this institution, namely (select the one you need, and also add to your complaint detailed description situations and attach evidence):
In accordance with Article 4 Federal Law“On the fundamentals of protecting the health of citizens in the Russian Federation” the main principles of health protection are: respect for the rights of citizens in the field of health protection and ensuring state guarantees associated with these rights; priority of the patient's interests in the provision of medical care; accessibility and quality of medical care; inadmissibility of refusal to provide medical care; priority of prevention in the field of health care; maintaining medical confidentiality.
Based on the above, I request(select the one you need):
Date, personal signature of the person filing a complaint against the laboratory assistant
And about the quality of analyzes in this laboratory, following a discussion in one of the social network groups.
I will quote the entire post here in full.
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Medical damage. PART 6. The myth about laboratory tests or the whole truth about INVITRO!
Today we’ll get personal by mentioning the name of the laboratory... Do you know what prompted me to write this article? But just yesterday on Facebook, in the pro-mam group, there was a thread in which it was discussed that many doctors do not advise taking in vitro tests. They say they are slacking, their blood clots, they lose tests, etc. Wow, let's take a closer look at what's really going on, otherwise the world of the Internet is full of rumors, yeah... And these rumors are from supposedly very authoritative doctors, yes, yes!!
I’ll say right away that I am not engaged, not affiliated and not lured in vitro, that is, I have no relation to this laboratory at all and never have had anything to do with it. Neither direct nor indirect and people who believe rumors more than a person who has a valid certificate of a clinical doctor laboratory diagnostics and having worked in one of the largest laboratories in Russia, they can cool their ardor, intending to accuse me of lobbying someone or something!
Well, let's begin! So, the first myth. Invitro is a small basement laboratory, we have been there more than once, they are sitting in the basement. Cool down, comrades. Invitro is one of the largest players in this segment of medicine, and what you call a basement laboratory are just franchise offices that anyone can open by paying a couple of million and hanging up the INVITRO sign. But this does not mean that the analyzes are done there. Invitro provides its franchisees with consumables, and the courier picks up the biomaterial at a strictly defined time and delivers it to its own laboratory, where the production process itself takes place... Yes, yes, that’s what it’s called!
Second myth. In invitro they do tests by hand and everything depends on the change of doctor. If migrant workers are on shift, they will do it wrong, so the blood clots and the results are incomprehensible. This is generally a rare nonsense. Firstly, such a laboratory per day, and such laboratories work around the clock, processes tens of thousands of samples, and if everything is done by hand, then the laboratory staff will be many thousands, which will lead to the fact that prices for analyzes will be tens of times higher than they are Now. Almost all analyzes are performed on automatic analyzers from leading global companies and their measurement accuracy is hundreds of times higher than when performed manually. Only microbiological cultures, determination of sensitivity to antibiotics and some ELISA and CLLA tests can be done by hand. [The laboratory now, judging by the “Equipment” section on the website, has at least 2 microbiological analyzers and a pre-analytical sorting system, i.e. they try to minimize manual work and the “human factor” in errors].
The third myth. Their test standards are incorrect. The medical textbook contains other norms for blood tests. This is a very common mistake here. Anything can be written in a textbook and it will be far from the truth. Each laboratory may have its own standards and may differ from the standards of other laboratories. Norms or REFERENCE VALUES are established not by the laboratory, but by the manufacturer consumables, which the laboratory uses! unfortunately, many doctors don’t know this either and also refer to textbooks from the 60s and 70s, calling the laboratory and starting a scandal that they supposedly don’t know how to interpret the analysis, since the references differ from those written in the textbook.....
The fourth myth. Invitro saves on tests and invents results without doing a real analysis. Well, I won’t comment on anything here at all, sorry. This is more like post-hangover syndrome. This is a judicial matter and each test tube that is sent to the laboratory is stored for up to 14 days after analysis and can be sent for re-work if there are doubts about the result or a re-order is needed for execution from the same test tube. This, for example, happens when an analysis has been performed, the result has come to the doctor, and he wants to look at some more parameters based on the result obtained. Then an additional appointment is made and a new sample is made from an existing test tube for analysis. By the way, few people know about this, but it can be used!
This is not to say that everything is smooth; there are problems in laboratory diagnostics. For example, 2-5% of all analyzes may be performed with errors. and this is not an in vitro problem, this is a global practice. Well yes, unfortunately...
______________________________________________________________and now the traditional digression and the whole truth about doctors. The problem, comrades, is not in the laboratory, but in the qualifications of our doctors or, even worse, in the love of our people for self-diagnosis, self-prescription and self-medication.
Most errors occur not during the production of the analysis, but at the preanalytical stage, that is, at the stage of taking the analysis. There are certain rules of preanalytics that are violated by our doctors and franchisees left and right, this is due to low qualifications medical personnel, but they don’t want to admit it; it’s easier to blame the laboratory.
For example, I have encountered scandalous surgeons who send pus to the laboratory for microbiological culture and determination of sensitivity to antibiotics. There are hundreds and hundreds of such examples. And among these doctors there are honored figures, doctors of science, professors. But none of them knows that horseradish can be grown from pus, since by definition these are dead microorganisms, blood plasma and the same dead leukocytes….. And something can only be grown from living…. But they are good at arguing and yelling and beating themselves in the chest that everyone is bad, but they are doing everything right!
Things are even worse with gynecologists. These people generally like to take tests without really understanding why and for what purpose, and even less understanding the rules for taking tests in gynecology. For example, for most gynecological smears you need to take vaginal, urethral or cervical canal. But it is precisely the separated, not the allocated. Can't you hear the difference?? Well, gynecologists don’t smell it either and take what’s secreted, not what’s discharged. That is, what the vagina secretes by itself, that is, discharge, while according to the rules it is precisely necessary to completely remove these discharges and scrape the mucous membrane, that is, separate the epithelium. Most smears are performed using the polymerase chain reaction, or PCR, method, in which blood and mucus can act as an inhibitor of the reaction and lead to a false negative result.
And so we can continue to tell, and there is a lot to tell. Each technique has preanalytical rules and those who carry out the analysis should know them.So, the results! Minimum set knowledge, so to speak!
1. If you do self-diagnosis and prescribe tests, then take the trouble to read multi-volume works on laboratory diagnostics or at least call the medical department of the laboratory and find out the rules for taking a particular test.
2. Reference values. We remember that they may differ from each laboratory, and if you take tests over time, then they should be taken in one laboratory, and not in several, then you will be able to clearly track the dynamics and evaluate the quality of treatment. [My article about ].
3. It is always better to donate blood from a vein rather than from a finger. Unfortunately, many doctors claim that it is better to donate blood from a finger, especially for young children. This is an ERROR! Modern tubes are vacuum, which ensures their filling with blood along a pressure gradient and minimal trauma, as well as the safety of blood due to the lack of contact with external environment and the presence of a preservative inside the tube, while all these criteria are absent when taking blood from a finger. This procedure is much more traumatic and the degree of reliability of the analysis may be lower than when taken from a vein.
4. Spermogram. It’s better to hand it over not at a collection point located far away, in the franchisee’s office, but at a collection point located in the laboratory itself, this will ensure minimum term delivery to a laboratory doctor and a more reliable result. By the way, here you should also remember that having received not very good results spermograms, a competent doctor is not in a hurry to prescribe treatment, but investigates all the reasons, collecting information about the preanalytical stage and makes a conclusion about the need to prescribe treatment only based on the results of 2-3 spermograms taken over a certain period of time.
5. Blood culture for sterility. In general, I do not recommend taking this test, which doctors love to prescribe. This is complete nonsense. Blood is inherently sterile BY DEFINITION! It does not contain bacteria from which colonies can be grown and a microbiological test for sensitivity to antibiotics can be done. If a doctor prescribes this test, then he is a complete idiot! IMPORTANT TO REMEMBER! a disease in which the blood ceases to be sterile is called SEPSIS, motherfucker... Google it and look at pictures of what a person with sepsis looks like. He doesn’t go to doctors, he lies there and passes into another world... You can take his blood for sterility, but from others it’s pointless!
6. General blood test. You can take it not only in the morning and not only on an empty stomach. If you ate and passed general analysis blood immediately after eating, then you don’t have to worry, its reliability will not decrease, but this does not apply to biochemical tests!
7. Hormones! It is very important to know preanalytics! Many hormones have rhythmic peaks of production and some hormones should be taken strictly at a certain time, as well as at rest. For example, prolactin, beloved by gynecologists, tends to significantly increase for almost any reason (I’m exaggerating, of course). And if you have elevated prolactin, this is already a reason for the doctor to prescribe an x-ray of the sella turcica or an MRI of the pituitary gland, while you just need to redo the analysis or take the trouble to find out under what conditions the analysis was collected. A prolactin value above 800-1000 units may indicate the likelihood of the presence of an adenoma (prolactinoma) of the anterior pituitary gland. Do not rush to immediately do an MRI of the brain and faint with your doctor; often it is enough just to retake the test to make sure that everything is OK.
In general, by tradition, I wish you all good health, Nikita Yuryevich Istomin, clinical laboratory diagnostics doctor, obstetrician-gynecologist, doctor was on the air with you ultrasound diagnostics, osteopathic doctor. Hello to the group, I hope I answered your questions. If you have any other questions, I will try to answer!
_____________
Can the results of such analyzes be trusted? And if not, then what to do? Doctor and blogger Tatyana Tikhomirova collected the most striking statements on this matter and accompanied them with a comprehensive commentary.
Yes, now there are a decent number of companies that have a lot of analysis material on their website in a form accessible to a non-specialist. You can choose what you want to test for, and then even interpret the results yourself using lab interpretations. It's convenient, although not cheap. In this case, you donate blood without sitting since eight in the morning for a couple of hours in a terrible line in district clinic and not to rude laboratory assistants, but sitting on a soft sofa in a clean office with a TV, and only for a couple of minutes. Or without leaving home at all. And at a time convenient for you. And the tests are sent to you wherever you want, and you don’t have to go to the clinic again for them. Naturally, a lot of people take advantage of this, demand creates supply, and the number of companies grows. And this would all be just wonderful if Russia had at least some kind of quality control system for analyzes.
But there is no such system in Russia. Maybe on paper it exists somewhere, but in reality it does not exist in any form. External blind control: control samples with pre-known results are sent to the laboratory “incognito”. Laba gives an answer; if it is incorrect, then the license for this analysis is withdrawn, the laboratory pays a fine and is obliged to obtain permission to do it again, as well as provide information about the reason for the error and what measures have been taken. And it is also obliged to find and notify all clients in its database that the analysis was done incorrectly, and return their money. External open control: samples are sent to the lab, but the laboratory workers know that they are control samples, they just don’t know the answers. They do the analysis, send it away, the consequences are the same. What’s worse is that “stream” samples can be done as usual, and “control” samples can be done according to highest quality and strictly according to the rules. Like in a confectionery factory, there is the concept of “making a cake for your own,” and the result is very different from other cakes. But there is not even such control, anywhere.
Internal quality control. The principle is the same, but the personnel responsible for control themselves send control samples for analysis, at different intervals, blindly and openly. They give you a hat inside the laboratory, no one takes away the license. This is all in theory. Practice looks different: if the head of the lab is interested in quality, things get done here and there internal control. If not, which happens much more often, nothing is done.
For the same reason that there is no control system. You have two tests on your hands: according to one, you are healthy, according to the other, you are sick. Let's say anemia. There is a clinic for anemia, so the lab that gave the result “everything is ok” is wrong. Theoretically, in another country and in a different situation, the situation would develop like this: you file a complaint with a higher authority responsible for control. He requests a duplicate of your blood from the “wrong” lab, but it’s better that you withdraw it yourself (and they are obliged to give it out without any explanation). A duplicate of the same sample, where “everything is ok”, is transferred to another lab, usually certified as a quality sample according to this analysis, it makes its conclusion, caps fly. But in Russia there are no labs whose answer is considered as exemplary, as true. Therefore, no matter what nonsense they write to you as an answer, no one, anywhere and in any way can prove that the nonsense is in a lab where anemia was not found, and the truth is in a lab where it is.
If you are trying to find the truth by simply presenting tests from another lab, these attempts are even more pathetic and useless. Well, they’ll take your blood, let’s say even for free, again, well, they’ll do it normally or they’ll draw what you want, will that change anything? No. Will Labe get anything for this? No, because on what basis? And how can you prove it?
Next. Why is the risk of getting bullshit instead of an answer to the test now extremely high, no matter where you donate your blood. Any analysis requires reagents; I won’t discover America here. But there are two pitfalls here that people outside the laboratories don’t know about. The first is that if the laboratory has indeed purchased very high-quality instruments and reagents, it is expensive to work on them. It is so expensive that the price of consumables may exceed the final price of the analysis, and it will be unprofitable, at a loss. If you raise the price to a reasonable price, all customers will go to competitors. Therefore, we have to align the price with the market. In this case, the only honest way not to work at a loss is to remove high-cost tests from the list (some do this, but this also loses clients). There is a second honest way - to increase the batch of patient samples for one procedure, that is, put not two samples per analysis, but 20. Then there will be the same number of controls (they are used inside the analysis), but the cost of the analysis will drop by about 10-15 times . But how do you get 20 people into the lab at the same time who want to be tested for Rocky Mountain Fever? No way, unless you are a lab of a large center where there are an abundance of such patients. You can accumulate samples by canning and freezing until you have accumulated a batch that will allow you to analyze without a loss. But then the patients run away. They don’t care about the difficulties of the lab, they need quick answers, not in two weeks. And they can be understood.
Therefore, other methods are used to reduce the cost of analysis. For example, you can set controls not every time, but every other time or two, build a control curve not using five points, as stated in the instructions, but using three. You can replace the branded buffer, which costs 10 bucks per bottle, with a similar one produced near Moscow, which costs 50 rubles per bucket. Or mix it yourself, using salts from the basement. You can reduce the amount of reagents by 2-3 times by dropping not the prescribed 50 microliters into the test tube, but a barely visible pisyun. You can cut the test strips into 2-3 pieces lengthwise. And for tests, of which there are a lot, and which have a stream of negative answers, you can use the “bucket” method. In this case, all samples are mixed in one test tube and the analysis is carried out as if it were one sample. There will be a plus on it - we put everyone separately a second time, looking for which of them is positive. And most often everything is negative, and we saved test reagents by 10.
There are a lot of such tricks. And all these tricks would not be a problem if there were quality control, at least internal. When, having come up with an economical trick, you first prove that it really does not deteriorate the quality of the analysis, and then make sure that it does not deteriorate further, also being wary of the punishing stick in the form of external quality control from above. But, as I already said, there is no quality control of any kind. Therefore, any trick to reduce the cost of analysis is tested only if someone cares about it, and they rarely do. And I don't mean to imply that evil lab rats are intentionally screwing things up. Not at all. It’s just that the theory of how to save on analysis, as well as the physics and chemistry of the process, is not taught in any medical institutes, not even in advanced training courses. In my practice, I have encountered such enchanting methods of reducing prices that my hair stood on end. But to my question: it’s impossible for this reason and that’s why - the lab workers made huge eyes: “Yes-ah-ah-ah?!” Ra-a-a-really?! But everyone does this, and nothing!”
Therefore, I will disappoint you with a simple conclusion: no imported machines, reagents or kits are a guarantee of quality, simply because working on them strictly according to the instructions is at a loss, prices cannot be raised, and almost no one knows how to save wisely.
Is it possible to solve the problem using cheap Russian instruments and reagents? Of course, it’s possible, because the classic Zhiguli car drives, right? It’s absolutely the same in laboratory work: all Russian reagents, reagents, all kits are licked. All instruments are licked and outdated. After licking, they are often classified as “advanced” technologies that have no analogues” and “support the domestic manufacturer” and receive all their diplomas and medals. At the same time, no one bothers to open the first online catalog of a foreign company, order a similar reagent device there and check the effect of the local brainchild. there are no analogues, remember? Or they pass this test... well, making a cake “for their own.”
Further - worse. Just like in the auto industry, Russian government extremely concerned about supporting everything Russian. Therefore, many labs in government institutions are, excuse me, poorly equipped. Even if you do commercial tests and you get your own money for them; with this money you cannot buy normal imported reagents and equipment in the lab. Because there is a tender, according to which there is an “exactly the same quality” (and cheaper) analogue of the Red Banner Mukhosran plant on sale. And you are obliged to buy something that is the same, but cheaper. The quality is confirmed by diplomas, medals and recommendations from above. Some get out of this situation, some don't. Sometimes you read with horror an article in the newspaper that the Red Banner Mukhosransky has again made an advanced device or reagent. This means - khan, you can’t order German anymore.
Let me emphasize right away. There are simple tests, and there are old tests. Clinical blood test, blood biochemistry, general urine test - this is the set with which the probability of flying through and getting nonsense in the answer is the lowest. These are new Lada cars on a flat, dry road at a speed of 5 km per hour. These analyzes are cheap, they take at least 50 years to complete, the reagents used for them are usually simple and cheap, and the probability of error is relatively small. But there is a danger here too, since lately even in the most run-down clinic clinical analysis blood tests began to be performed not in the form of a laboratory assistant - glass - microscope, but on an automatic device. The biochemistry of blood has also changed; now there are devices that, one strip with a drop of blood, give all the necessary answers. Fast, but expensive. And that is why now the amount of crap in these analyzes is growing at an alarming rate, as people in labs are trying new ways to reduce the cost of working on miracle devices. Therefore, if the answer is clinical blood you were given on a scruffy yellow form, filled out with crooked hands and a pen, press it to your heart, it is more real and truthful than the printout in the form of “WB 0.02” on the check.
The rest: PCR, allergy tests, tests for infections, immunoblot, “immune status”, tumor markers and markers of everything in the world and all the rest of the “fresh stuff” - tests for a high-risk group. It is on them that they train to hone their saving techniques.
Trite: go to the doctor. Find a good doctor. And having found it, grab it with a death grip, feed it, please it and never lose it. And not because the doctor is very good. But because he has a lot of patients. And he, unlike you, has analysis statistics. That is, he sees the clinic, sees the laboratory’s answers and knows in dynamics and in a group of examples where they are doing things wrong and where everything is fine. Good doctor often directs the patient to donate blood to 2-3 different places. Because in lab A they do analysis 1 and 2 well, but they suck at analysis 3 and 4, and in lab B - 3 is fine. Lab I is located far away and works very inconveniently, but they don’t screw up the analysis 4. You don’t know all this, and you can’t collect such statistics on your own. Besides, the doctor, unlike you, knows such a thing as mutually exclusive analyzes. That is, with answer “A” there are no such and such numbers in analysis “B”. You don't know it and won't even notice it.
And therefore, do not be surprised that when you come to the doctor with a pack of tests, you will hear that you need to retake everything, and he will tell you exactly where. Now you know why. And by the way, I’ll also make a reservation: doctors in state medical institutions are sometimes obliged to send tests only to their “native” laboratory, even knowing that what they are doing there is nonsense. And they can’t tell you about it, otherwise they’ll get hit. Therefore, it is worth clarifying this question yourself in the form: “Doctor, I will take tests at the laboratory of your institution. But you know, I’m so paranoid, I want to be sure, can you tell me where else I can take this same test? Just for myself, doctor."
Do you have money? Well then, I’ll suggest one more or less reasonable way: donate blood in 2-3 different places for the same thing. Compare the answers. Donate the same blood under different names (required!) to the same lab, compare the answers. Draw your own conclusions about where the answers agree and where they don’t. But this method only works in the case of “digital” responses, and not in the case of “no, not detected” for exclusion rare disease. But it's better than nothing.
And never draw conclusions about the quality of a lab based on the fact that your friend had everything ok there. Because he could do some tests that are really ok, but you need others. Or because there is such a thing - statistics, and one case does not form it.
Alexandra, hello!
Your relationship with medical organization fall under the Law of the Russian Federation of 02/07/1992 N 2300-1 “On the Protection of Consumer Rights”. You should submit a claim addressed to the head of the organization (in two copies, on yours they must put a mark indicating receipt of the claim), stating, according to your choice, the requirements provided for in Art. 29 of the Law on ZPP:
Article 29. Consumer rights when discovering deficiencies in the work performed (service provided)
1. When discovering deficiencies in the work performed (service provided), the consumer has the right, at his own discretion, to demand:
free elimination of deficiencies in the work performed (service provided);
corresponding reduction in the price of work performed (service provided);
free production of another thing from a homogeneous material of the same quality or repeat work. In this case, the consumer is obliged to return the item previously transferred to him by the contractor;
reimbursement of expenses incurred by him to eliminate deficiencies in the work performed (service provided) on his own or by third parties.
Satisfying the consumer's demands for the gratuitous elimination of defects, for the manufacture of another item, or for the repeated performance of work (provision of a service) does not relieve the contractor from liability in the form of a penalty for violating the deadline for completing the work (provision of a service).
(as amended by Federal Law No. 212-FZ of December 17, 1999)
The consumer has the right to refuse to fulfill the contract for the performance of work (rendering a service) and demand full compensation for losses if, within the period established by the specified contract, the shortcomings of the work performed (service provided) are not eliminated by the contractor. The consumer also has the right to refuse to fulfill the contract for the performance of work (provision of a service) if he discovers significant deficiencies in the work performed (service provided) or other significant deviations from the terms of the contract.
(as amended by Federal Law dated December 21, 2004 N 171-FZ)
The consumer also has the right to demand full compensation for losses caused to him in connection with deficiencies in the work performed (service provided). Losses are compensated within the time limits established to satisfy the relevant consumer requirements.
Attach documents confirming the expenses you incurred for repeated tests, the results of these tests (copies), and you also have the right to indicate the amount you require as compensation for moral damage (Article 15 of the ZPP Law).
Your demands must be satisfied within a period not exceeding 10 days from the date of delivery of the claim.
If your claim is ignored or denied, you have the right to go to court.
I hope I was able to help you. If you have any additional questions, please contact us.
