Patient Relations Department. Main Areas of Activity

The Patient Relations Department is a structural general clinical unit of the P. Hertsen Moscow Oncology Research Institute (MORI).

Main areas of the department’s activities include:

• Development of a well-structured route for patients;
• Handling inquiries from patients and their relatives via the website and by email at contact@nmicr.ru;
• Providing reference and advisory assistance with the involvement of specialist doctors;
• Scheduling examinations and appointments with specialists;
• Providing information about the institution’s services and products;
• Informing citizens about the possibilities of receiving free medical care under Health Insurance Mandat;
• A hotline for oncology patients 8 800 444 31 02;
• Provision of paid medical services.

Patient rout

To ensure the accessibility and quality of medical care, continuity at its stages, personalization of specialized types of medical care, as well as the rational use of available medical resources, the patient services department establishes a proper routing algorithm for patients.

Handling citizen inquiries

The Patient Relationt Department ensures the consideration of oral and written inquiries from citizens of the Russian Federation, foreign citizens and stateless persons on issues related to the provision of medical care at the Center.

24-hour Hotline Service

The hotline is organized on the basis of the P. Hertsen Moscow Oncology Research Institute (MORI) – branch of the National Medical Research Radiological Centre (NMRRC) of the Ministry of Health of the Russian Federation.

The line is created to provide informational assistance to citizens with chronic diseases, cancer patients, as well as on issues of receiving oncological therapy and treatment during the active phase of coronavirus infection.

The ‘Hotline’ receives around 150 calls daily from patients and their relatives. All inquiries are processed and forwarded to the Centre’s branches depending on the type of medical care.

The line operates around the clock. Specialists from the Center take shifts on duty. Calls are instantly redirected to the doctors’ mobile devices, and the virtual PBX routes the calls so that a specialist who is currently available to contact the patient can respond as quickly as possible. According to statistics, the waiting time for a doctor’s response does not exceed 20 seconds.

Contact center

Optimizing the process of receiving medical care from the first call to hospitalization affects the quality and accessibility of healthcare services. The contact center handles citizens’ calls regarding patient routing and medical care for patients and their relatives;

– informs patients about appointments and tests;
– provides information on the issuance and results of pathomorphological studies;
– provides reference information on preparation for tests;
– provides information on the patient admission procedure under compulsory medical insurance and paid services;
– provides information about other services and products of the institution.

Paid medical services

Paid medical services are provided either as a comprehensive healthcare program or as individual consultations, procedures, diagnostic tests and other services.

 The cost of treatment is individual, depends on the treatment plan and is determined based on examination results and consultation with the attending physician.

National Medical Research Radiological Centre offers comprehensive medical services, including:

• Specialist consultations
• Diagnostic and therapeutic procedures
• Surgical interventions and operations
• Oncology check-up programs

Flexible options: Both inpatient (with hospitalization) and outpatient (without hospitalization) care available.

Department Support

Our department staff, following the Center’s medical council recommendations, assists with:

• Organizing inpatient treatment
• Hospitalization cost information
• Expected outcomes and treatment plans
• Medical rehabilitation guidance

We ensure clear communication and personalized coordination throughout your treatment journey. Contact us for details and scheduling.

Upon Discharge

The following will be prepared:

Document package for submitting treatment cost information to your employer, as well as documents for the tax authorities (to obtain financial compensation).

Additional Department Services

In addition to working with individuals, the department coordinates activities of various hospital departments with insurance companies that arrange hospitalization for policyholders under medical health insurance policies at our Center. We also inform insurance company representatives about the treatment provided to such patients.