Summary of Hospital Complaint Management (1) In order to embody the patient-centered service concept of our hospital, we strive to build a harmonious and stable doctor-patient relationship by improving medical staff's professional ethics, enhancing service awareness and legal awareness, improving medical quality, paying attention to humanistic care, optimizing service processes, improving medical environment and strengthening doctor-patient communication. In 20XX, under the careful guidance of hospital leaders, with the support and cooperation of public security, safety and various departments, our department actively carried out work, which ensured the normal medical order in our hospital and made great contributions to the harmonious development of the hospital, improving the overall medical quality and increasing patient satisfaction. From 20XX 1 to September 20XX, our department * * * handled more than 30 complaints of various types, down 30 cases compared with last year (43 cases), and handled 7 medical disputes (2 cases to be handled), up 167% compared with last year (6 cases). In these seven disputes, mediation was conducted through courts and people's mediation committees. In order to make the future work more perfect, the work in 20XX is summarized as follows:
1. Dare to shoulder heavy burdens and make contributions to the reputation and stability of our hospital.
Now the doctor-patient relationship is getting more and more tense. How to correctly handle the relationship between doctors and patients, resolve medical disputes and ensure the harmonious and stable development of hospitals is a problem that our department has been trying to solve. Shouldering the great responsibility of organizing, coordinating and guiding the work of medical complaints and disputes in the whole hospital, and ensuring the reputation and stability of the hospital, all the staff in our department, under the leadership of the hospital, actively carry out their work and walk in the front line of medical dispute handling. In accordance with the relevant regulations, strictly implement the standards and strive to achieve the core work of comprehensive, stable and harmonious development of the hospital.
Second, in-depth study, enrich yourself, and lay the foundation for improving service quality and medical level. As medical workers, we should always replenish our knowledge reserves. As an important platform for dealing with disputes between doctors and patients, our department should not only supplement the professional knowledge of laws and regulations, but also experience humanistic care in depth to deal with all kinds of medical disputes and complaints. Therefore, our department actively organizes personnel to participate in learning in various ways. In order to improve the medical ethics and knowledge of laws and regulations of medical staff in the hospital, our department organized a knowledge test of laws and regulations of medical staff in the hospital. In the future work, we will continue to discuss and learn medical dispute cases with medical staff on the existing basis, so as to improve the overall ability of all staff in our hospital to deal with medical disputes.
Third, unity and cooperation, unity is strength, providing guarantee for solving various disputes.
The steady development of medical work is the result of multi-party overall cooperation, and the handling of medical disputes cannot be completed by one person. Our department adheres to the leadership of the hospital, and under the careful guidance of the leading departments, unites the departments of politics and law, public security, justice and other hospitals to work together and act positively. In the whole year of 20XX, * * * handled 7 medical disputes, including 2 cases mediated by courts and people's mediation committees; Through the cooperation of all parties, more than 30 complaints have been effectively resolved. Through telephone call back, patients' satisfaction with our hospital service has improved.
Four, improve the system, in-depth investigation, to provide a basis for standardized treatment.
Medical disputes are complicated and changeable. How to deal with it according to the evidence and rules? The fundamental countermeasure is to improve the rules and regulations and standardize the handling process at all times. Adhering to the responsibility system of first complaint, accepting complaints in time and accepting opinions and suggestions is the premise of our work. Adhering to the principle of seeking truth from facts, in the process of handling all kinds of medical disputes and complaints, we spare no effort to conduct in-depth investigations, collect all kinds of evidence and factual information, adhere to the principle of fairness and justice, and handle every complaint and medical dispute accurately and effectively, which is an important guarantee for our department to carry out its work. In order to clarify the responsibility of medical disputes and standardize the handling methods, the document "Measures for Investigating the Responsibility of Medical Disputes" (No.76 [20xx]) was formulated and distributed to all departments for study in time, which provided a strong guarantee for investigating the responsibility of medical disputes in the future, so as to be truly evidence-based and rule-based.
In short, in the past year, our department has made remarkable achievements, and the total amount of various medical disputes and complaints has a significant downward trend compared with 20XX years; By collecting and processing the opinions and suggestions put forward by both doctors and patients, we have also made corresponding progress in improving the overall medical service level, which is an affirmation of our work and also shows that our efforts in improving the doctor-patient relationship are worthwhile. Of course, our work also has many shortcomings, such as organizing medical staff to learn to deal with medical disputes. However, we believe that we will continue to summarize and improve in the future work, and make contributions to improving the level of medical services and the harmonious and stable development of our hospital.
Overview of Hospital Complaint Management (II) According to the Measures for Hospital Complaint Management (Trial) issued by the Ministry of Health and state administration of traditional chinese medicine, our hospital has established a hospital complaint coordination system. This system is applicable to the complaint management office, clinical, nursing, medical technology, logistics and other departments and personnel related to hospital complaints.
First, the hospital set up a hospital complaint management leading group and a hospital complaint management office. Clinical and functional departments set up a hospital complaint liaison group, with the director and head nurse as the first and second responsible persons, and the nursing team leader and senior medical (technical) division as members.
Two, the hospital complaint management leading group is responsible for the supervision and guidance of hospital complaint management. Hospital complaint management office accepts hospital complaints uniformly; Investigate and verify the complaints, put forward handling opinions, and reply to the complainant in time; Organize, coordinate and guide the complaint handling of the whole hospital; Regularly summarize and analyze the complaint information, and put forward opinions or suggestions on strengthening and improving the work. The hospital complaint liaison group is responsible for investigating, coordinating and handling complaints within the department. Major or possible major events should be reported to the hospital complaint management leading group, and complaints that cannot be properly handled within the department should be reported to the hospital complaint management office in time.
Three, the hospital complaint reception to implement the first question responsibility system. If the complainant complains to the relevant departments, the departments and staff members of the complained departments shall be warmly received, and if they can coordinate on the spot, they shall try their best to coordinate and solve them on the spot; For those who cannot coordinate on the spot, the reception department or department should take the initiative to guide the complainant to complain to the hospital complaint management office.
Four, the hospital complaint management department after receiving the complaint, according to the complainant's main problems and understanding of the situation, it should be timely to the relevant departments, departments and related personnel to understand and verify the situation. All departments of the hospital should actively cooperate with the complaint management department to carry out the investigation, verification and handling of complaints. The person in charge of the department should organize investigation, analysis and discussion as soon as possible, and study the treatment measures and opinions.
Six, the complained department after receiving the complaint information of the hospital complaint management office, should promptly investigate, verify and analyze the complainant's complaint and take out the opinions of the department.
1, as a medical staff or related personnel, sorting out related events, writing medical record summary or diagnosis and treatment. Involving multiple departments, each department should write separately, and then the main diagnosis and treatment department is responsible for sorting out a medical record summary or diagnosis and treatment process that reflects the whole diagnosis and treatment process according to the writing materials of each department.
2. Organize general practitioners or relevant personnel to make scientific, objective and serious analysis and discussion on the problems involved in the complainant's complaint, summarize the problems existing in the process of undergraduate diagnosis and treatment, the nature of the problems and the handling opinions of the departments into written materials, and submit them to the hospital complaint management office after being signed and approved by the department director. In principle, the departmental investigation should be completed within 5 working days. In case of special circumstances, the department should inform the hospital complaint management office in advance and explain the reasons in writing. The hospital complaint management office is responsible for urging departments and individuals to complete the investigation, reporting the progress and completion to hospital leaders in time and communicating with complainants.
3, the hospital complaint management office can arrange appropriate time, by the head of the department and the complainant's representative to communicate, to explain the main problems involved in the hospital complaint with a pragmatic attitude, to complete the first reply, in principle, no more than 5 working days.
Five, for complaints that can be handled by summary procedures, the hospital complaint management office should actively organize the relevant person in charge and relevant personnel of the complained department, accompanied by the staff of the hospital complaint management office, communicate with the complainant and explain the relevant situation.
6. Fees, prices, etc. Can be checked on the spot, the hospital complaint management office should cooperate with relevant departments to find out the situation in time and correct it immediately.
Seven, the hospital complaint management office is responsible for urging relevant departments to formulate feasible rectification measures for the problems of hospital complaints existing in medical technology and medical management, and form written materials to relevant leaders and relevant functional departments for the record.
All departments should implement the medical safety early warning, feedback and disposal mechanism of * * * People's Hospital, and clinical departments should do a good job in preoperative condition assessment of patients. When the risk factor of patients is higher than that of ordinary patients, they should take the initiative to apply to the medical department. The medical department should intervene in advance, organize multidisciplinary consultation before operation, have in-depth and meticulous preoperative conversation with patients, and require clinical departments to do a good job in preoperative consultation and conversation record in medical records, and write informed consent and patient medical records.
The medical department should also focus on helping and supervising the technical access of clinical departments and surgeons in view of the difficult problems during operation, and at the same time, track and manage the recovery of patients after operation and keep track of the course of the disease in time.
Medical staff should be good at summing up in practical work, finding signs of disputes in time, finding hospital complaints as soon as possible, intervening in time, guiding correctly, and nip in the bud. The medical department and the hospital complaint management office regularly inspect and supervise the medical staff, and write and modify them in strict accordance with the provisions in the Basic Specification for Medical Record Writing of the Ministry of Health.
Eight, the hospital complaint management office can according to the opinions of the medical quality management committee or medical accident technical appraisal conclusion, or effective legal judgment, submit rectification plan or suggestion to the competent hospital leaders. As well as suggestions on the economic and administrative treatment of the relevant responsible persons, report to the president's office to form a resolution, and report it within the medical institution.
Nine, hospital staff have the right and obligation to make internal complaints about hospital management and service, and put forward opinions and suggestions. Hospital complaint management and other related functional departments should pay attention to it and deal with it and give feedback in time. Clinical frontline personnel have the responsibility to report the problems found in the medical quality and safety protection of drugs, medical devices, water, electricity and gas to the complaint management department or relevant functional departments. , complaint management and other relevant functional departments should deal with it in time and give feedback.
Summary of Hospital Complaint Management (III) On April 10, 20XX, the first working meeting was held by the doctor-patient relationship coordination office, which discussed the medical safety situation in our hospital in the first quarter, analyzed, summarized and summarized the medical complaint incidents in the first quarter, and put forward suggestions and rectification measures on how to reduce medical complaints and strengthen complaint management in the next step.
I. Analysis of Complaint Events
In this quarter, there were two medical complaints, service attitude complaint 1, and another medical dispute in ENT department, and the compensation was 8,000 yuan (see Liu Yunying's complaint file for specific events).
Second, the meeting agreed that the current medical safety situation in hospitals is not optimistic, and there are many hidden dangers in medical safety, mainly in the following aspects:
(A), poor attitude towards medical services
A few medical staff still lack the concept of patient first and safety first, and do not realize the impatience and anxiety of patients when they are sick. When patients or their families are extreme, medical staff treat patients with a tit-for-tat attitude instead of a caring and understanding mood, lacking humanistic care. For example, Yuan, a staff member of outpatient pharmacy in medical center, is a typical example. He called out to the patient, spoke bluntly and forgot polite language.
(B), weak legal awareness
Although hospital management departments and departments regularly carry out training in laws and regulations, a few medical staff are still insensitive, have a weak legal awareness, only pay attention to seeing a doctor, and lack self-protection awareness in the process of diagnosis and treatment. When a medical dispute occurs, the main evidence is lost, which leads to the inability to prove and the passive situation. Patient Liu Yunying v. 20XX+0 1 When she was hospitalized for sinus surgery in otorhinolaryngology department, the gauze was left in the nasal cavity for more than 2 years, and the attending doctor Liu did not take care of it when he took it out, which made it impossible to identify whether the gauze was left over from the operation in our hospital, and finally compensated 8,000 yuan.
(3) The implementation of the core medical system is not in place.
After Liu Yunying complained about this incident, the medical unit retrieved her medical record of 20XX years in hospital. The number of bandaged gauze during operation and the number of gauze taken out after operation are not described in detail in the course record, which makes it difficult to identify the nature of the accident and provide evidence.
Third, the rectification measures
(a) continue to carry out in-depth activities to build a safe hospital with three good and one satisfaction, and rectify the service attitude.
All departments should rely on the above activities, establish a people-oriented service concept, always put the patient first service concept in the first place, and educate medical staff to use civilized and polite language. In the second quarter, it is planned to set up a guidance group for the construction of professional ethics to supervise the behaviors of hospital medical staff, such as being late for work, leaving early, playing mobile phones, and poor service attitude.
(two) to strengthen the training of health laws and regulations.
It is planned to carry out medical and health laws and regulations training twice a year, and conduct assessment, and retrain those who fail the assessment until they pass the assessment; Strengthen the supervision and inspection of functional departments, and deal with violations of health laws and regulations according to the relevant hospital systems.
(3) Intensify the investigation of the core medical system.
Medical units and quality control rooms regularly supervise and inspect the medical core system, and plan to carry out special rectification activities of the medical core system in 20XX, which makes it a normal state for all departments in our hospital to implement the medical core system, and everyone will keep it in mind.