In order to effectively prevent and deal with medical disputes, protect the legitimate rights and interests of doctors and patients, and maintain medical order, according to the Tort Liability Law, Regulations on the Handling of Medical Accidents, Guangdong Provincial Measures for the Prevention and Handling of Medical Disputes, Measures for the Management of Complaints in Hospitals (for Trial Implementation), and other relevant laws and regulations, and in conjunction with the actual situation in our province, the formulation of the guidelines. First, medical institutions should set up a doctor-patient relationship office dedicated to medical dispute management (hereinafter collectively referred to as the hospital dispute management department), set up a special place for the disposal of medical disputes, and install monitoring equipment. In key departments such as outpatient emergency room, intensive care unit, obstetrics and gynecology, pediatrics, etc., the office location and contact information of the hospital dispute management department are prominently displayed, and laws and regulations related to the maintenance of normal medical order and medical dispute disposal process, the rights and obligations of the affected party are hung in the medical dispute disposal place. After the occurrence of medical disputes, the hospital dispute management department shall intervene at the first time, explain the complaint handling process and guidelines to the affected party, and fully inform the affected party of his/her rights and ways of dispute handling. Medical disputes are categorized into general medical disputes and major medical disputes according to the number of people involved in the incident, scope, nature and degree of harm, and are handled in a hierarchical manner. Fourth, general medical disputes refers to the patients or their families are not satisfied with the medical institutions and their staff to provide medical, nursing and other services, by letter, telephone, visits and other ways to the hospital to reflect the problem, put forward views and requirements of the behavior of the hospital, the hospital can be in accordance with the "Hospital Complaints Management Measures (Trial)" to resolve, or by the interpretation of the guidance, the affected party to rationally choose the legal way to resolve. General Medical Dispute Handling Procedure: After receiving the complaint from the patient or the report of medical dispute from the department, the hospital dispute management department shall immediately organize the investigation, and if it can be coordinated and handled on the spot, it shall be coordinated and resolved on the spot. If it is not possible to coordinate on the spot, it shall be resolved or answered within 5 to 10 working days. If the patient is not satisfied with the settlement or reply, the patient shall be informed of other legal ways to deal with the dispute: first, apply to the People's Mediation Committee for Medical Disputes or the People's Mediation Committee for Doctor-Patient Disputes (hereinafter referred to as the Medical Mediation Committee) for mediation; secondly, apply to the administrative department of health planning for administrative treatment; thirdly, file a lawsuit with the People's Court; fourthly, other ways stipulated by laws, regulations and rules (the amount of compensation for the medical dispute shall be RMB 10,000 yuan). (If the amount of compensation for medical disputes is more than 10,000 yuan, the public medical institution shall take the above four ways to solve the problem, and shall not negotiate with the patient or his/her close relatives to deal with the problem on its own). V. Major medical dispute refers to the behavior of patients or their family members who are dissatisfied with the medical and nursing services provided by the medical institution and its staff, and gather more than one person or claim compensation from the hospital through violent means. The following situations shall be characterized as major medical disputes and the emergency plan for handling major medical disputes shall be activated: causing the death or serious disability of the patient, or organ and tissue damage leading to serious dysfunction, with more than 5 visitors at one time, and more agitated, and refusing to accept the lawful ways to solve the disputes; not causing the death or serious disability of the patient but with more than 10 visitors at one time, and more agitated, and refusing to accept the lawful ways to solve the disputes; in the medical institution, the patient or his family members gather many people or claim to the hospital by violent means. In or around the medical institution, wearing mourning clothes, sitting in silence, kneeling, setting up mourning halls, burning paper money, wreaths, pulling banners and slogans, posting large-print posters, besieging the gates, blocking traffic and other behaviors, do not listen to persuasion, and refused to be dealt with in accordance with the legal procedures; after the death of the patient refused to move the body to the morgue, and persuasion is ineffective, or the body is stored for more than a specified period of time, and impede the relevant departments to deal with it in accordance with the provisions of the law; or the body from the morgue, or the body is removed from the morgue to a morgue and is not removed. or move the body from the morgue to the medical place to display the body; beating, smashing, robbing and burning medical institutions, stabbing, besieging, beating, intimidating staff or restricting the personal freedom of medical personnel; suspected professional medical trouble and the involvement of social forces of darkness and evil; threatening to claim for compensation by committing suicide, jumping off a building, setting fire to oneself, etc.; and other serious violations of the "Law on Punishment for Public Order Administration" and behaviors seriously disrupting the normal order of diagnosis and treatment. Process of handling major medical disputes: Each medical institution shall set up a major medical dispute handling team, with the president as the head of the team, who is responsible for the overall command of the work, and the vice president in charge as the vice president, who is responsible for the on-site coordination and handling. After the occurrence of major medical disputes, medical institutions should immediately start the major medical disputes emergency response plan, the hospital dispute management department should be rushed to the scene within 5 minutes, the hospital leadership should arrive at the scene within 10 minutes, forward command and coordination, the hospital departments need to play their respective roles, unity and cooperation, *** with the handling of major medical disputes. 1. Dispute department: (1) to take positive and effective measures to avoid or mitigate the damage to the patient's health, to prevent further expansion of the consequences of the damage, and as soon as possible to organize and improve the medical care instruments. (2) within 6 hours of the organization of the department to discuss and analyze the patient's basic information, diagnosis and treatment, the dispute, the department's responsibility to report to the hospital dispute management department and the medical department. 2. Medical department: review the departmental discussion, organize relevant departments and experts to discuss and analyze the cases of medical disputes, clarify the responsibility of the hospital, and invite experts from outside hospitals if necessary. The conclusion of the discussion will inform the dispute management department, news and publicity department and the Defense Department. 3. Dispute management department: (1) do a good job of pacifying and explaining, stabilizing the mood of the affected party and preventing the situation from escalating; (2) notify the hospital's lawyers or legal advisers to arrive at the scene and participate in the timely disposal. (3) advise that if there are objections to the medical records, they can be copied or sealed; if there are suspected adverse consequences caused by transfusion, blood transfusion, injection, drugs, etc., the physical objects at the scene can be sealed; if the patient dies and the patient and the doctor are unable to determine the cause of death or there are objections to the cause of death, an autopsy should be carried out within 48 hours after the patient's death, and the conditions for freezing of corpses are available, the period can be extended to 7 days, and the patient's party is assisted to do the relevant work. work. (4) Summarize the discussion opinions of the dispute department and the medical department, report to the major medical dispute handling group, formulate dispute handling opinions, and communicate with the affected party. (5) Failure of negotiation, informing the affected party of other legal ways to deal with medical disputes, and actively assisting other relevant departments to deal with them. (6) Effectively fulfill the reporting system. Medical institutions shall establish and improve the medical dispute reporting system, standardize the reporting of medical disputes, and shall not conceal, delay or falsely report major medical disputes. Medical disputes quarterly and annual report system, medical institutions should be 10 days before each quarter of the major medical disputes that occurred in the last quarter and the handling of the local health care administration, January 10 each year will be reported before the last annual summary of the disputes; for major medical disputes, medical institutions should be immediately reported to the health care administration, the local public security departments, and so on. Medical institutions should set up a person responsible for the disposal of medical disputes and related information statistics. 4. Security Section: (1) Designate a person to contact the public security department, requesting to be present to deal with the situation, and report the police situation in time. (2) Timely arrangement of sufficient personnel to the scene of the dispute, the security guards should be timely to stop criminal behavior, to protect the personal and property safety of medical personnel, to avoid conflict between the medical staff and the patient, and to assist the public security department to maintain and control the order of the scene. 5. Case management department: (1) the patient applies for a copy of the medical record, in accordance with the "Guangdong Province, medical dispute prevention and handling measures" Article 18 to be copied; (2) application for medical record sealing, in the presence of both the doctor and the patient *** with the original or copy of the medical record, sealed medical records by the case management department to keep the information. 6. News and publicity department: (1) the establishment of the hospital spokesman system, timely and proactive to the community to announce the handling of medical disputes; (2) according to the specific circumstances of the dispute site audio, video, photo evidence; (3) the production of dispute reports on the release, responsible for communicating with the news media, make good preparations for the interviews with the news media, and strive to objectively and impartially report on medical disputes.