According to a document from three departments, China requires medical institutions to establish a rapid response mechanism for patient demands, timely respond to urgent and difficult problems of patients, ensure that complaints are received, processed with procedures, results are feedback, responsibilities are implemented, problems are improved, and services are enhanced, guide patients to protect their rights in accordance with the law, safeguard the legitimate rights and interests of both doctors and patients, build a harmonious doctor-patient relationship, and maintain normal medical order. On the 26th, it was learned from the National Health Commission that the General Office of the National Health Commission, the Comprehensive Department of the State Administration of Traditional Chinese Medicine, and the Comprehensive Department of the National Bureau of Disease Control and Prevention recently jointly issued a notice on further strengthening the complaint management of medical institutions. The notice focuses on strengthening the complaint management of medical institutions, deploying relevant work from the aspects of work principles, strengthening organizational structure construction, and standardizing complaint handling processes. The notice requires the improvement of the complaint management organizational framework and the establishment of a three-level complaint management mechanism consisting of medical institutions, complaint management departments, and departments. Medical institutions at or above the second level shall set up dedicated complaint reception venues. Complaint reception venues should be set up in locations that are convenient for patients to find, with signs hanging outside the door indicating the complaint reception time and contact information. Complaint reception venues should prominently display the complaint management measures, dispute resolution procedures, and superior supervision telephone numbers, equipped with video surveillance, recording equipment, and one click alarm devices. Other facilities and equipment should meet safety requirements. The notice also requires medical institutions to pay attention to humanistic care, doctor-patient communication, and patient privacy protection. Medical staff should patiently explain and explain the consultations, opinions, and suggestions provided by patients during the medical treatment process, in order to reduce medical complaints and patient safety incidents caused by poor communication from the source. In terms of standardizing the complaint handling process, the notice aims to standardize the channels for complaints, strengthen the first complaint responsibility system, standardize complaint reception, conduct complaint verification, strengthen complaint feedback, and conduct analysis and handling of complaint causes. It is proposed that 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 and linkage mechanisms with platforms such as citizen service hotlines, and actively respond to public concerns. The complaint management department of medical institutions should implement the requirement of "handling complaints immediately", timely verify the situation with the complained department and relevant personnel, and organize and coordinate relevant departments to jointly study and handle complex matters involving multiple departments. (Lai Xin She)
Edit：GuoGuo Responsible editor：FangZhiYou
Source：news.cn
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