The National Health Commission makes an authoritative interpretation of the "Notice on Further Strengthening Complaint Management of Medical Institutions"

　　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 policy is interpreted as follows:

What is the background and significance of its introduction?

　　The Party Central Committee and the State Council have always attached great importance to maintaining normal medical order and building a harmonious doctor-patient relationship. The report of the 20th National Congress of the Communist Party of China pointed out that "uphold and develop the 'Maple Bridge Experience' in the new era at the grassroots level of society and improve the mechanism for correctly handling contradictions among the people under the new situation." Doing a good job in managing complaints from medical institutions and resolving medical-related conflicts and disputes in the bud is an important part of adhering to and developing the "Maple Bridge Experience" in the new era in the medical and health field.

　　In order to further implement the "Regulations on the Prevention and Handling of Medical Disputes" and the "Measures for the Management of Complaints of Medical Institutions", and learn from the useful local experience of "handling complaints as soon as they are received and handling them before filing a complaint", in the early stage, our committee teamed up with relevant departments and industry experts to organize medical dispute resolution In the field of prevention and treatment, we adhere to and develop the "Maple Bridge Experience" special research activity in the new era, collect and summarize the practical experience of local implementation of the "Regulations on the Prevention and Handling of Medical Disputes" and the "Measures for the Management of Complaints of Medical Institutions" in recent years, solidify good practices into systems, and form "Notice on Further Strengthening Complaint Management of Medical Institutions" (hereinafter referred to as the "Notice"). During the drafting process of the Notice, opinions from local governments, medical institutions and relevant academic associations were extensively solicited.

What are the main contents of the Notice?

　　The "Notice" follows the "patient-centered" service concept, and in accordance with the principles of legality, fairness, timeliness and convenience, requires medical institutions to establish a rapid response mechanism to patients' demands, promptly respond to patients' urgent, difficult and anxious questions, improve medical quality, and ensure medical safety. and the legitimate rights and interests of both doctors and patients, and maintain normal medical order. The "Notice" focuses on strengthening the complaint management of medical institutions and deploys relevant work in terms of working principles, strengthening organizational structure, and standardizing the complaint handling process. The main contents are as follows:

　　First, improve the organizational framework for complaint management and set up a three-level complaint management mechanism among medical institutions, complaint management departments, and departments;

　　The second is to standardize the establishment of complaint reception areas and clarify personnel positions and safety precautions;

　　The third is to emphasize that medical institutions should strengthen humanistic care, improve doctor-patient communication, pay attention to patient privacy protection, improve medical quality, reduce medical disputes from the source, and build a harmonious doctor-patient relationship;

　　The fourth is to unblock complaint channels and encourage qualified medical institutions to establish multiple complaint communication channels to facilitate patients to express their demands. At the same time, the system of first-complaint responsibility is emphasized and it is clear that staff of departments and departments that receive complaints should proactively handle complaints;

　　Fifth, medical institutions are required to standardize the reception of complaints, clarify the reception requirements for complaint reception personnel and verify the complaint status;

　　Sixth, strictly implement the complaint feedback time, focus on key issues, key departments and key links, analyze and handle the causes of complaints, and continue to improve the level of medical services;

　　Seventh, medical institutions are required to regularly report complaints within the hospital, and use complaints from departments and medical staff as an important reference for performance appraisal, first-rate evaluation, and other evaluations.