Article I
To strengthen the management of complaints in hospitals, standardize the complaint handling procedures, maintain the normal medical order, and protect the legitimate rights and interests of doctors and patients, these Measures are formulated in accordance with the Regulations on the Administration of Medical Institutions, Regulations on the Handling of Medical Accidents, Regulations on the Work of Letters and Visits, and Measures for the Work of Letters and Visits in Health and other statutes, regulations, and rules.
Article 2
The complaint referred to in these measures mainly refers to the patients and their families and other relevant persons (hereinafter collectively referred to as the complainant) are dissatisfied with the medical and nursing services provided by the hospital as well as the environmental facilities, etc., and reflect the problems to the hospital in the form of letters, telephone calls, and visits to the hospital to put forward their opinions and requests.
Article 3
These measures are applicable to all levels and types of hospitals, complaints management, other medical institutions refer to the implementation.
Article 4
The Ministry of Health and the State Administration of Traditional Chinese Medicine are responsible for supervising and guiding the management of complaints in hospitals nationwide.
Local people's governments at or above the county level health administrative departments (including the administration of traditional Chinese medicine, hereinafter the same) is responsible for the supervision and guidance of the management of hospital complaints within the administrative region.
Article 5
Hospitals should be implemented in accordance with the provisions of the hospital affairs, and take the initiative to accept the public and social supervision.
Article
Hospital complaints reception, handling should implement the "patient-centered" concept, follow the principle of lawfulness, fairness, timeliness and convenience.
Article 7
Hospitals should improve the level of management, to ensure the quality of medical care and medical safety, to avoid and reduce the occurrence of adverse events.
The following collectively referred to as the "Regulations on the Treatment of Medical Accidents" hospitals can fully understand the act of medical services itself may Article VIII The hospital shall formulate the "major medical disputes emergency response plan" and organize and carry out the relevant publicity and training work, timely and effective resolution of conflicts and disputes.
Article IX
Health administrative departments at all levels and hospitals should do a good job of hospital complaint management and medical disputes people's mediation work.
Article 10
Hospitals shall establish a complaint management responsibility system combined with medical quality and safety management, and improve the communication system between the complaint management department and the clinical, nursing, medical technology and logistics departments, so as to improve the quality of medical care and safeguard medical safety.
Article 11
Hospitals shall establish and improve the medical safety warning system, strengthen the emergency warning value report and emergency disposal. Article XII
Hospitals should reflect the "patient-centered" service concept, improve the level of professional ethics of medical personnel, enhance the sense of service and awareness of the law, improve the quality of medical care, focus on humanistic care, optimize the service process, improve the environment, strengthen the doctor-patient communication, and strive to build a harmonious doctor-patient relationship.
Article 13
Hospitals shall improve the system of communication between doctors and patients, improve the content of communication between doctors and patients, and strengthen the training of medical personnel in communication skills, improve the ability of communication between doctors and patients.
Article 14
All staff of the hospital shall firmly establish the "patient-centered" service concept, wholeheartedly for the patient service, warm, patient, meticulous reception, explanation, explanation of the work, the patient's respect, understanding and care embodied in the whole process of medical services.
Article 15
Medical personnel shall respect the patient's right to privacy, the right to information, the right to choose and other rights in accordance with the law, according to the patient's condition, the prognosis of the different as well as the patient's actual needs, to highlight the key points, and take the appropriate way to communicate.
Doctor-patient communication about the diagnosis and treatment of important content should be timely, complete and accurate in the medical record, and signed by the patient or his family to confirm. Article XVI
Hospitals should set up a doctor-patient relationship office or a designated department to undertake the management of hospital complaints (hereinafter collectively referred to as the complaint management department). Complaints management department to perform the following duties:
(a) unified acceptance of complaints;
(b) investigation, verification of complaints, put forward processing opinions, and timely reply to the complainant;
(c) organization, coordination, and guidance of the hospital's complaint handling;
(d) regular summary and analysis of complaint information, and put forward to strengthen and improve the work of the opinions or recommendations.
The tenth.
Article 17
The complaint management department of hospitals above the second level shall be equipped with full-time staff, while other hospitals may be equipped with part-time staff according to the actual situation. The hospital shall provide the necessary workplace and conditions for the complaint management department and its staff, to protect the staff's work treatment and personal safety. Reception places to install video cameras and recording devices, should do a good job of inventory.
Article 18
The main leader of the hospital is the first person responsible for the management of hospital complaints. Hospital departments, departments shall designate at least 1 person in charge of the complaint management department to cooperate with the complaint handling work.
Article 19
The hospital shall gradually establish and improve the relevant mechanisms to encourage and absorb social workers, volunteers and other personnel familiar with medical and legal expertise or third-party organizations to participate in the hospital complaint reception and handling work. Article 20
Hospitals shall establish smooth and convenient complaint channels, and announce the complaint management department, location, reception time and its contact information in a prominent position in the hospital. Conditional hospitals can set up a network complaints platform, and arrange for personnel to handle and respond to patient complaints.
Article 21
Hospital complaints reception to implement the "first complaint system". Complaints to the relevant departments, departments, departments of the complaint staff should be warm reception, can be coordinated and dealt with on the spot, should try to coordinate and solve the problem on the spot; can not be coordinated and dealt with on the spot, the reception of the department or section should take the initiative to guide the complainant to the complaint management department complaints.
Article 22
The complaint reception staff shall listen carefully to the complainant, verify the relevant information, and truthfully fill out the "Hospital Complaints Registration Form" (see Annex), truthfully record the situation reflected by the complainant, and confirmed by the complainant's signature (or seal).
Anonymous complaints are handled in accordance with relevant state regulations.
Article 23
Complaints reception staff shall patiently and carefully do a good job of explaining the work, to stabilize the emotions of the complainant, to avoid intensification of conflicts.
Article 24
After receiving a complaint, the hospital's complaint management department shall promptly understand and verify the situation with the relevant departments, divisions and related personnel, and may take the hospital's medical quality and safety assessment and other means to investigate the facts and clarify the responsibilities on the basis of the proposed treatment and feedback to the complainant, and the relevant departments, divisions and related personnel shall actively cooperate with them.
Article 25
For complaints involving medical quality and safety, which may jeopardize the health of patients, the hospital shall immediately take active measures to prevent and reduce the occurrence of patient damage.
For those involving charges and prices that can be verified and dealt with on the spot, the situation shall be promptly ascertained and corrected immediately.
For the more complex situation, need to investigate and verify the complaint matters, generally should be within five working days to the complainant feedback related to the handling of the situation or handling opinions.
For complaints involving multiple departments, the need to organize, coordinate the relevant departments **** with the study, should be within 10 working days to the complainant feedback on the handling of the situation or opinion.
Article 26
Departments and sections of the hospital shall actively cooperate with the complaint management department to carry out investigation, verification and processing of complaints.
Article 27
Disputes involving medical accidents shall be informed to the complainant in accordance with the "Regulations on the Handling of Medical Accidents" and other laws and regulations, through the technical appraisal of medical accidents, mediation, litigation and other means of resolving the matter, and to do a good job of explaining and guiding the work.
Article 28
Complaints belonging to one of the following circumstances, the complaint management department shall explain the situation to the complainant, informing the relevant provisions of the handling:
(a) the complainant has been to the people's court on the matter of the complaint;
(b) the complainant has been to the department of the letter and petition on the matter of the complaint and the handling of the complaint;
(c) there is no clear object of the complaint and specific facts;
(D) has been filed for investigation of public security cases, criminal cases;
(E) other complaints do not fall within the purview of the complaint management department.
Article 29
The complainant shall express his/her opinions and requests in a civilized manner in accordance with the law, provide the hospital's complaint management department with truthful and accurate information related to the complaint, cooperate with the hospital's complaint management department's investigations and inquiries, and shall not disturb the normal order of medical treatment. For the complainant to take illegal or aggressive behavior, the hospital shall promptly take appropriate measures and report to the public security organs and health administrative departments in accordance with the law. Article 30
The hospital shall incorporate the complaint management into the quality and safety management system of the hospital, and gradually establish the complaint information reporting system and processing feedback mechanism:
(1) The complaint management department shall regularly summarize, classify and analyze the complaints, discover the weaknesses of the hospital's management and quality of medical care, put forward the improvement opinions or suggestions, and urge the relevant departments and sections to rectify the situation in time.
(B) the hospital should be held regularly to analyze the complaint analysis meeting, analyze the reasons for the complaints, for the outstanding problems put forward to improve the program, and strengthen the supervision and implementation.
Article 31
Hospital staff have the right to internal complaints about the hospital management, services and other work, put forward comments and suggestions, the hospital and the complaint management and other relevant departments should pay attention to, and timely processing, feedback.
Clinical front-line staff, for the discovery of drugs, medical equipment, water, electricity, gas and other medical quality and safety issues, it is responsible for reflecting to the complaint management department or the relevant functional departments, complaint management and other relevant departments should be dealt with in a timely manner, feedback.
Article 32
Hospitals shall establish and improve the complaint file, file, file for inspection:
(a) the basic information of the complainant;
(b) the complaint matters and related materials;
(c) the investigation, processing and feedback;
(d) other materials related to the complaint matters.
Article 33
Hospitals shall do a good job of reporting major medical negligence and medical errors in accordance with the "Regulations on the Reporting System of Major Medical Negligence and Medical Accidents" (Health Medical Development [2002] No. 206).
Article 34
The administrative departments of health at all levels shall gradually establish information systems for complaints and medical disputes in hospitals in their respective regions, collect, analyze and provide feedback on relevant information, and guide hospitals to improve their work and the quality of medical services.
Administrative departments of health at all levels shall encourage hospitals to take the initiative to report harmless medical errors, and gradually establish a harmless medical error exemption reporting system. Article 35
The administrative departments of health at all levels shall strengthen the supervision and management of complaints in hospitals under their jurisdiction.
Hospitals at all levels shall regulate the management of hospital complaints in accordance with the provisions of these Measures.
Article 36
Superior health administrative departments found that the lower level of health administrative departments of the hospital complaint work supervision is ineffective resulting in serious consequences, in accordance with the "management of health letters and visits" to deal with.
Hospitals should be regular statistics on complaints, the statistical results should be combined with the end of the year assessment, regular assessment of physicians, medical ethics assessment, evaluation of excellence.
Article 37
Failure to carry out the management of complaints in accordance with the provisions of these measures, resulting in serious mass incidents, in accordance with the relevant provisions of the "Regulations on the Handling of Medical Accidents" to be dealt with, and at the same time to pursue the leadership of the hospitals and the relevant departments in charge of responsibility.
The health administrative department receives the hospital's report on major complaints, and fails to organize a timely investigation leading to a major mass incident, in accordance with the "Regulations on the Handling of Medical Accidents" shall be dealt with in accordance with the relevant provisions of the.
Hospitals have not set up a complaint management department or staffed with full-time (part-time) staff, in accordance with the relevant provisions of the "Regulations on the Handling of Medical Accidents" to be dealt with.
Article 38
The administrative department of health shall commend hospitals and relevant personnel for their excellent performance in hospital complaint management and for their effectiveness in preventing the occurrence of major mass incidents. Article 39
Provincial health administrative departments may, in accordance with these measures, combined with the local situation to formulate implementation details.
Article 40
These measures shall be interpreted by the Ministry of Health.
Article 41
These Measures shall come into force on the date of publication.
Attachment:
Hospital Complaints Registration Form (omitted)