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Notice by the General Office of the National Health Commission, the Comprehensive Affairs Department of the National Administration of Traditional Chinese Medicine and the Comprehensive Affairs Department of the National Disease Control and Prevention Administration of Further Strengthening the Complaint Management of Medical Institutions
[Effective]
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国家卫生健康委办公厅、国家中医药局综合司、国家疾控局综合司关于进一步加强医疗机构投诉管理的通知
[现行有效]
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【法宝引证码】
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| Notice by the General Office of the National Health Commission, the Comprehensive Affairs Department of the National Administration of Traditional Chinese Medicine and the Comprehensive Affairs Department of the National Disease Control and Prevention Administration of Further Strengthening the Complaint Management of Medical Institutions | | 国家卫生健康委办公厅、国家中医药局综合司、国家疾控局综合司关于进一步加强医疗机构投诉管理的通知 |
| (No. 9 [2024] of the General Office of the National Health Commission) | | （国卫办医急发〔2024〕9号） |
| The health commissions, administrations of traditional Chinese medicine, and administrations of disease control and prevention of all provinces, autonomous regions, and municipalities directly under the Central Government; and the Health Commission of Xinjiang Production and Construction Corps: | | 各省、自治区、直辖市卫生健康委、中医药局、疾控局，新疆生产建设兵团卫生健康委： |
| For the purposes of thoroughly implementing the guiding principles of the 20th National Congress of the Communist Party of China, promoting the construction of a higher level of safe China, insisting on and developing the “Fengqiao experience” in the new era in the field of health, improving the standardization, scientificity and rule of law of medical institutions in handling complaints, implementing the model of handling complaints upon receipt, improving medical services, and enhancing patients' satisfaction, you are hereby notified of further strengthening the complaint management of medical institutions as follows. | | 为深入贯彻落实党的二十大精神，推进更高水平平安中国建设，在卫生健康领域坚持和发展好新时代“枫桥经验”，提高医疗机构投诉处理规范化、科学化、法治化水平，推行接诉即办模式，改善医疗服务，提升患者满意度，现就进一步加强医疗机构投诉管理通知如下。 |
| 1. Working principles | | 一、工作原则 |
| Local health administrative departments (including the competent departments of traditional Chinese medicine and competent departments of disease control and prevention, the same below) and medical institutions shall implement the requirements of the Regulation on the Prevention and Handling of Medical Disputes and the Measures for the Complaint Management of Medical Institutions, implement the “patient-centered” service concept, insist on the treatment of both symptoms and root causes, pay more attention to humanistic care and improve the communication ability of medical personnel, effectively publicize the law, study the law and comply with the law, reduce at the source the number of complaints from patients, and actively resolve stock disputes. | | 各地卫生健康行政部门（含中医药主管部门、疾控主管部门，下同）和医疗机构要贯彻《医疗纠纷预防和处理条例》《医疗机构投诉管理办法》等要求，落实“以患者为中心”服务理念，坚持标本兼治，更加注重人文关怀和提升医务人员沟通能力，做好普法学法守法，从源头上减少患者投诉量，积极化解存量纠纷。 |
| A rapid response mechanism for patients' demands shall be established, and patients' emergencies and worries shall be responded to in a timely manner, to ensure receipt of complaints, handling under procedures, feedback on results, implementation of responsibilities, improvement of problems, and upgrading of services, guide patients in protecting their rights according to the law, protect the legitimate rights and interests of both doctors and patients, build a harmonious doctor-patient relationship, and maintain normal medical order. | | 建立患者诉求快速响应机制，及时回应患者急难愁盼问题，做到投诉有接待、处理有程序、结果有反馈、责任有落实、问题有改进、服务有提升，引导患者依法维权，保障医患双方合法权益，构建和谐医患关系，维护正常医疗秩序。 |
| II. Strengthen organization building | | 二、加强组织机构建设 |
| 1. Improving the organizational structure of complaint management. Medical institutions shall implement the Regulation on the Prevention and Handling of Medical Disputes and the Measures for Complaint Management of Medical Institutions, improve the complaint management system, effectively assign work responsibilities, and establish a long-term mechanism for resolving medical complaints. The primary person in charge of a medical institution is the first responsible person for the complaint management of the entity, and the persons in charge of the clinical department and the departments of pharmacy, nursing, medical technology, outpatient and logistics management (hereinafter referred to as the “hospital departments”) are the first responsible persons for the complaint management of the hospital departments. Medical institutions of grade II and above shall implement construction of complaint management organizations in accordance with the requirements of the Measures for Complaint Management of Medical Institutions, specify the department for undertaking the complaint management work in a unified manner (hereinafter referred to as the “complaint management department”), establish and improve the three-level complaint management mechanism among medical institutions, complaint management departments, and hospital departments, and designate a person in charge of the medical institution to take charge of the complaint work. Other medical institutions shall appoint full-time (and part-time) staff members and create conditions for setting up complaint management departments. | | （一）完善投诉管理组织架构。医疗机构应当落实《医疗纠纷预防和处理条例》《医疗机构投诉管理办法》，健全投诉管理制度，压实工作责任，建立医疗投诉化解长效机制。医疗机构主要负责人是本单位投诉管理第一责任人，临床科室以及药学、护理、医技、门诊、后勤管理等部门（以下简称科室）负责人是本科室投诉管理第一责任人。二级以上医疗机构应当按照《医疗机构投诉管理办法》要求落实投诉管理组织建设，明确部门统一承担投诉管理工作（以下统称投诉管理部门），建立健全医疗机构、投诉管理部门、科室三级投诉管理机制，并指定一名医疗机构负责人分管投诉工作。其他医疗机构应当配备专（兼）职人员，创造条件设置投诉管理部门。 |
| ．．．．．． | | ．．．．．． |
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