Suggestions, criticism, complaints and claims to the laboratories of the Institute of Medical Microbiology and Hospital Hygiene of the MHH

It is our aim to provide you, all patients, their attending physicians and other users of our laboratory with the best possible service. However, if you are not satisfied with our service, please feel free to contact us with any suggestions, criticism, complaints or claims.
The following contact options are available to you for this purpose:

1. Diagnostic Laboratory of Medical Microbiology (Medical Laboratory)
Team Quality Management of the Institute of Medical Microbiology and Hospital Hygiene
Phone (05 11) 5 32-43 68
E-mail mik@mh-hannover.de

2nd Hospital Hygiene Laboratory (Testing Laboratory)
Office of the Department of Hospital Hygiene
Tel. (05 11) 5 32-51 72
E-mail mik.hygienelabor@mh-hannover.de

The processing of complaints ("complaints procedure") is carried out for the testing laboratory and the medical laboratory in accordance with the following basic aspects:

1. Receipt of the complaint
   a) You will receive confirmation that your complaint has been received.
   b) After reviewing your complaint, we will clarify whether it relates to our activities. If this is not the case, we will inform you and, if possible, tell you who you can contact. If necessary, we will request further information from you.
   c) You will receive notification that your complaint is being processed and, if necessary, progress reports. Processing will take place immediately on working days.
   d) You can rely on transparent and comprehensible processing of the complaint.
   
2. Clarification of the complaint
   a) Your complaint will be investigated and clarified at all times and in full confidentiality, impartially and without negative consequences for the complaining party in accordance with a standardized, quality-assured internal procedure. The facts in question will be investigated and checked for errors or inappropriate processing. Where necessary and possible, errors are corrected. Where appropriate, the resulting changes to procedures are implemented in the laboratory. The measures are reviewed by quality management and finally by the institute management.
   b) The complaint is resolved impartially by authorized personnel (quality officers, department heads of affected laboratory departments, institute management, if necessary in consultation with other MHH departments).

3. clarification of the complaint
a) You will receive final feedback on the complaint, stating the measures derived (if applicable).
b) You have the right (if necessary) to object to the processing of the complaint. This will in turn be processed by us.

You are welcome to contact us at any time if you have any questions or unresolved issues.