China News Service, March 26 According to the website of the National Health Commission, the General Office of the National Health Commission, the General Department of the State Administration of Traditional Chinese Medicine, and the General Department of the National Administration of Disease Control and Prevention jointly issued the "Notice on Further Strengthening Complaint Management of Medical Institutions". The specific notice is as follows:
The health commissions, bureaus of traditional Chinese medicine, and disease control bureaus of all provinces, autonomous regions, and municipalities directly under the Central Government, and the Health Commission of Xinjiang Production and Construction Corps:
In order to thoroughly implement the spirit of the 20th National Congress of the Communist Party of China, promote the construction of a higher level of Safe China, adhere to and develop the "Maple Bridge Experience" in the new era in the field of health and health, and improve the standardization, scientificity, and legality of complaint handling of medical institutions, implement The model of handling complaints immediately will improve medical services and enhance patient satisfaction. The notice on further strengthening the complaint management of medical institutions is as follows.
1. Working principles
Local health administrative departments (including the competent departments of traditional Chinese medicine and the competent departments of disease control, the same below) and medical institutions must implement the "Regulations on the Prevention and Handling of Medical Disputes", "Measures for the Management of Complaints of Medical Institutions" and other requirements, and implement "patient-centered" 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, popularizes legal knowledge and abides by the law, reduces the number of patient complaints from the source, and actively resolves existing disputes.
Establish a rapid response mechanism to patients' demands, promptly respond to patients' urgent, difficult and anxious questions, ensure that complaints are received, handling procedures are followed, results are fed back, responsibilities are implemented, problems are improved, and services are improved, guide patients to safeguard their rights in accordance with the law, and protect both doctors and patients. legitimate rights and interests, build a harmonious doctor-patient relationship, and maintain normal medical order.
2. Strengthen organizational structure construction
(1) Improve the complaint management organizational structure. Medical institutions should implement the Regulations on the Prevention and Handling of Medical Disputes and the Measures for the Management of Complaints of Medical Institutions, improve the complaint management system, consolidate work responsibilities, and establish a long-term mechanism for resolving medical complaints. The principal person in charge of a medical institution is the first person responsible for complaint management in the unit, and the person in charge of the clinical departments and departments such as pharmacy, nursing, medical technology, outpatient services, and logistics management (hereinafter referred to as the department) is the first person responsible for complaint management in the undergraduate department. Medical institutions at level 2 and above should implement the construction of complaint management organizations in accordance with the requirements of the "Measures for Complaint Management of Medical Institutions", clarify that the department is responsible for unified complaint management work (hereinafter collectively referred to as the complaint management department), and establish and improve three-level complaint management among medical institutions, complaint management departments, and departments. mechanism, and designate a person in charge of the medical institution to be in charge of complaints. Other medical institutions should be equipped with full-time (part-time) personnel and create conditions to set up complaint management departments.
(2) Standardize the establishment of complaint reception areas. Medical institutions at level 2 or above should set up special complaint reception areas. The complaint reception area should be set up in a location that is convenient for patients to find as much as possible, and a sign should be hung outside the door stating the complaint reception time and contact information. Complaint reception venues should publicize complaint management methods, dispute resolution procedures, and supervisory telephone numbers in prominent locations, and be equipped with video surveillance, recording equipment, and one-button alarm devices. Other facilities and equipment should meet safety requirements. Medical institutions should give priority to locating the complaint reception area near the resident police office, strengthen the joint medical and police response mechanism, and improve the timeliness of emergency response.
(3) Improve the capabilities of complaint management personnel. Complaint management personnel of medical institutions should have good professional ethics and work responsibility, have good social interpersonal skills and communication adaptability, and be familiar with laws, regulations and rules related to medical treatment and complaint management. Able to actively respond to complaints, proactively communicate with responsible departments and responsible persons, guide patients to legally safeguard their rights in accordance with the law, and try their best to resolve conflicts in the bud. It is necessary to attract social workers, volunteers and other personnel or third-party organizations who are familiar with medical, legal, psychological and other professional knowledge to participate in the reception and handling of complaints from medical institutions. Medical institutions should establish incentive mechanisms, increase support, and fully mobilize the enthusiasm and initiative of complaint handling staff.
(4) Strengthen humanistic care and improve doctor-patient communication. Medical institutions should continuously improve the professional ethics of medical staff, enhance service awareness and legal awareness, and focus on humanistic care, doctor-patient communication and patient privacy protection; establish and improve doctor-patient communication mechanisms, strengthen the entry and on-the-job training of medical staff, strengthen humanistic care, and improve Communication skills to optimize medical services. Medical staff should patiently explain and explain the consultations, opinions and suggestions put forward by patients during the medical treatment process, so as to reduce medical complaints and patient safety adverse events caused by poor communication from the source.
3. Standardize the complaint handling process
(1) Smooth complaint channels. Medical institutions should provide "one-stop" complaint services and accept multiple complaint methods such as visits, letters, phone calls, and emails. Medical institutions should actively establish communication linkage mechanisms with citizen service hotlines and other platforms, strengthen public opinion collection, analysis and judgment, promptly grasp patients' demands through other channels, and actively respond to public concerns. For complaints that exceed the scope of the unit's responsibilities, the complaint management department should do a good job in explaining them.
(2) Strengthen the first lawsuit responsibility system. If a patient complains to the relevant department or department and can coordinate and handle it on the spot, the staff of the department or department that receives the complaint should be proactive and take a step forward, try their best to coordinate and solve the problem on the spot, and report the complaint and the handling situation to the complaint management department; for cases where on-the-spot coordination is not possible, If handled, the patient should be actively guided to the complaint management department (including full-time and part-time complaint management personnel, the same below); if the patient is unwilling to complain to the complaint management department, explanations and complaints records should be made first, and the legal complaint process and procedures should be actively informed. channels, and promptly transfer complaints to the complaint management department.
(3) Standardize the reception of complaints. Complaint reception personnel should dress in a standardized manner, conscientiously implement the registration system as required, and properly keep relevant materials submitted by complainants. If the complaint matters involve the privacy or vital interests of the patient, it must be clearly informed that the complainant of such matters must be the patient himself or his legal guardian, and the identity of the complainant must be carefully verified. Complaint reception personnel should guide complainants to provide true and accurate complaint-related information and cooperate with investigations and inquiries.
(4) Do a good job in checking complaints. The complaint management department of medical institutions should implement the requirement of “handling complaints immediately” and promptly verify the situation with the department complained against and relevant personnel. Complex matters involving multiple departments should organize and coordinate relevant departments to jointly study and handle complex matters. All departments of medical institutions should actively cooperate with the complaint management department to investigate, verify, and handle complaints. For complaints involving medical quality and safety that may endanger the health of patients, active measures should be taken immediately to prevent and reduce patient harm; if major medical disputes are involved, analysis and evaluation should be carried out in a timely manner and reported to the local health administrative department at or above the county level.
(5) Strengthen complaint feedback. After receiving complaints from patients, the complaint management department of medical institutions must adhere to the principle of rapid and timely response. If it can be verified and handled on the spot, it should promptly find out the situation, handle and provide feedback on the spot; if it cannot be handled on the spot, the handling situation or handling opinions will be reported to the stipulated time limit. Feedback to the complainant. For complaints that are more complex and need to be investigated and verified, the relevant handling situation or handling opinions should be fed back to the complainant within 5 working days; complaints involving multiple departments that need to be organized and coordinated for joint research by relevant departments should be reported within 10 working days. Feedback the handling situation or opinions to the complainant within 10 working days. If a medical dispute is involved, the complaint management department shall inform the complainant to actively negotiate in accordance with the relevant laws and regulations on the handling of medical disputes; if the dispute cannot be resolved through negotiation, the complaint management department shall guide the complainant to resolve the dispute through mediation, litigation, etc., and provide explanations and guidance.
(6) Carry out analysis and handling of the causes of complaints. Local health administrative departments and medical institutions should regularly evaluate the implementation of complaint management requirements for medical institutions, conduct timely analysis and feedback on collected medical-related complaint information, focus on key issues, key departments and key links, analyze and find the reasons, and conduct timely analysis and feedback on the collected medical-related complaint information. Early warnings should be carried out for medical quality and safety risks, and effective measures should be taken to immediately change those involving service attitudes and processes, so as to continuously improve the level of medical services, strengthen humanistic care, and build a harmonious doctor-patient relationship.
4. Work requirements
(1) Improve political standing. Health administrative departments in various places should regard the management of complaints from medical institutions as an important part of adhering to and developing the "Maple Bridge Experience" in the new era in the medical and health field, following the mass line, implementing the relevant spirit of the 20th National Congress of the Communist Party of China on improving the social governance system, and guiding medical care. The institution has smooth channels for patients to express their demands, coordinate their interests and protect their rights and interests, and explores the use of information technology to establish a "handling complaints immediately" working platform, striving to prevent and reduce the occurrence of medical-related conflicts and disputes, and to resolve conflicts and disputes in the bud.
(2) Strengthen risk investigation. Health administrative departments and medical institutions at all levels must adhere to bottom-line thinking, strengthen overall prevention and control, regularly organize and carry out safety risk inspections of medical institutions, promptly discover potential contradictory risks and hidden dangers, propose targeted preventive measures for high-risk hidden dangers and common problems, and strengthen Communicate with patients and promptly investigate and resolve conflicts and disputes.
(3) Strengthen assessment and evaluation. Medical institutions should establish an internal reporting system for complaints, regularly report complaints in each department, and use department complaints as an important reference for the comprehensive target assessment of department heads, as well as appointment, promotion, and priority evaluation. At the same time, the complaints of medical staff will be used as an important basis for regular assessment and performance appraisal of medical staff.
General Office of the National Health Commission, General Department of the State Administration of Traditional Chinese Medicine
Comprehensive Department of National Administration for Disease Control and Prevention
March 19, 2024