Health Ministry Report: Public Complaints Commission Aided 64% of Insured
Translated & summarized from Ministry of Health by baba
The Ministry of Health's 2025 report on public health complaints reveals that the commission's intervention directly benefited insured individuals in 64.3% of cases. The commission handled nearly 15,000 inquiries, with a 20% increase in detailed investigations compared to the previous year. Health service scope was the primary complaint category, while United Health had the highest complaint rate per member. The findings aim to improve healthcare services and rights fulfillment.
The story in 5 lines · by baba
- Public complaints commission aided insured individuals in 64.3% of resolved cases in 2025.
- Nearly 15,000 public inquiries were handled by the commission in 2025.
- Complaints about the scope of health services constituted 60% of all cases.
- United Health had the highest complaint rate relative to its insured members.
- The report marks 30 years of the National Health Insurance Law.
The Ministry of Health has released the 2025 report from the Public Complaints Commissioner for the National Health Insurance Law. The report details the commission's activities, its handling of public inquiries, and the main issues raised in complaints filed during the year. In 2025, the commission concluded its review of 14,967 public inquiries. Of these, 5,291 complaints required detailed investigation with health maintenance organizations (HMOs) and professional bodies, marking a nearly 20% increase from 2024. An additional 4,494 inquiries were processed by the commission's sorting and administrative staff without needing a full investigation, often involving issues within the purview of other ministry units or external bodies, or questions that could be answered directly.
According to the report, signed by Deputy Commissioner of Public Complaints Shimon Reifer, the commission's intervention yielded direct benefit for the insured in 64.3% of resolved complaints. The report found 20.4% of complaints to be justified, with the issue resolved during the investigation or upon initial contact in 25.2% of cases. In another 18.7% of instances, information or guidance was provided that helped insured individuals realize their rights.
The report also noted that 186 requests were handled for the ministerial committee on financial reimbursements. Simultaneously, there was a 15% rise in appeals concerning switching between HMOs, totaling 4,996 requests. The scope of health services remained the central issue in complaints, accounting for about 60% of all cases. Complaints regarding the choice of service providers decreased to 20.9%, attributed to expanded choices from a 2023 reform.
Analyzing complaints relative to the number of insured members, United Health (Meuhedet) had the highest rate at 6.03 complaints per 10,000 members. Maccabi Health Services had the highest rate of justified complaints at 1.33 per 10,000 members. National Health (Leumit) consistently showed the lowest complaint rate.
Published on the 30th anniversary of the National Health Insurance Law, the report reflects public interactions with the healthcare system and identifies areas needing improvement. The volume of inquiries highlights the importance of accessible information, awareness of patient rights, and avenues for assistance in exercising those rights. The Ministry of Health will use the findings to further examine challenges and develop solutions to enhance service and rights fulfillment within the healthcare system.
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