Three departments issued a document: Further strengthening complaint management of medical institutions. The model of handling complaints immediately will improve medical services and enhance patient satisfaction.
The service concept adheres to treating both the symptoms and root causes, pays more attention to humanistic care and improves the communication skills of medical staff. Medical institutions at level 2 or above should set up special complaint reception areas. The principal person in charge of a medical institution is the first person responsible for complaint management in the unit. Other medical institutions should have full-time (part-time) personnel and create conditions to set up complaint management departments.