2019-04-08 07:00 | Zhejiang news client is carried | Reporter Zheng Xijun
Go to a hospital seeing a doctor, you want to complain, who to look for?
National Wei Jian appoint came on stage a few days ago " medical establishment complains administrative measure " , apply since April 10. " method " regulation, doctors and patients is communicated in the serious content of circumstance of concerned diagnosis and treatment ought to seasonable, complete, accurate note case history, sign by the patient affirm. Medical establishment is complained execute " head appeal to be in charge of making " . Of medical establishment of doctor of traditional Chinese medicine complain management to work to be in charge of a branch to be in charge of by medicine of doctor of traditional Chinese medicine.
" method " say, medical establishment is main chief is the person of the first responsibility that medical establishment complains management. Medical establishment of 2 class above ought to install office of impact of doctors and patients to perhaps appoint a branch to unite assume complain administrative job. Medical establishment is complained execute " head appeal to be in charge of making " , the patient complains to concerned branch, section office, ought to recieve staff member of complained branch, section office enthusiastic. To can coordinating processing on the spot, ought to coordinate solution on the spot as far as possible definitely; To cannot coordinating processing on the spot, reception branch or section office ought to go to patient guiding actively complain management department, do not get shuffle, prevaricate. Medical establishment complains management department to ought to be handled in time complain, can check processing on the spot, ought to prove a case in time; Have accident truly, correct instantly, be informed to the patient on the spot or issue processing opinion.
" method " say, this method place says to complain management, it is to show cure of patient go to a doctor serves the problem that the respect such as safety of quality of behavior, medical treatment management, medical treatment exists to reflect a condition to medical establishment, put forward opinion, proposal to perhaps complain a request, medical establishment has investigation, processing and the activity that feedback as a result. National sanitation is healthy appoint the supervisory guidance that is in charge of countrywide medical establishment complaining management to work; Health of sanitation of place of prefectural class above is in charge of a branch to be in charge of the medical establishment inside area of politics of one's own profession complaining those who supervise the work to supervise guidance.
Medical establishment ought to formulate is great lash-up of incident of medical treatment dispute deals with beforehand case, the organization begins relevant conduct propaganda, groom and drilling, ensure lawfully, dissolve contradictory dispute in time, effectively; Medical establishment ought to will complain management to bring into patient safety to run a system, fixed collect, analysis complains information, comb the weak point of safety of quality of medical treatment management, medical treatment, fulfil rectify and reform measure, improve safety of medical treatment quality continuously.
" method " clear, medical establishment is main chief is the person of the first responsibility that medical establishment complains management. Medical establishment of 2 class above ought to install office of impact of doctors and patients to perhaps appoint a branch (the following a general designation complains management department) unified assume complain administrative job. Other medical establishment ought to be deployed only (hold <> concurrently) office staff, conditional also can install complain management department.
Medical establishment of 2 class above ought to designate １ name be assigned personal responsibility for of medical establishment controller complains the job, medical establishment of directive, management complains the concerned job of management department.
Complain management department to fulfill: of the following duty? Is channel of of Ping of agitate of urgent subcutaneous ulcer of teach of ⒅ of a huge legendary turtle of of scull ⑿ able to bear or endure does buccal Lu of Chinese toon of egret of basketry shellfish of of of Tang of a flat stone on iron rammer with ropes attached at the sides of of Ju of farsighted Ke call out twin of Ling of low end of alarm of ⒑ of Luo of Da of of upright Lu of Qiao of Fei of gallopping emperor of brilliant of sole of ぷ of Hua of the that carry Ji?
" method " regulation, medical establishment of 2 class above ought to build medical establishment, complain management department, section office 3 class complain administrative mechanism, departmental door, each section office ought to appoint medical establishment a controller cooperates to had been done complain management to work.
Medical establishment ought to encourage a staff member to collect a patient actively to wait for the opinion of the respect and proposal to safety of quality of medical treatment service, medical treatment, perhaps concern function branch to mirror through stipulating road radial complains management department.
Medical establishment ought to work up is perfect and relevant mechanism, the personnel of knowledge of major of the familiar medicine such as the person that encourage and induct work, volunteer, law or tripartite organization participates in medical establishment to complain recieve work with processing.
Medical personnel is in what put forward in process of diagnosis and treatment to seek advice to the patient, opinion and proposal, ought to patient explanation, specification, undertake handling according to the regulation; To the question that the patient raises with respect to behavior of diagnosis and treatment, ought to give in time check, check oneself, communicate with the patient, show a case according to the facts.
Medical personnel ought to respect the authority of the privacy right that the patient enjoys lawfully, know the inside story, right such as option, differ according to patient patient's condition, prognosis and the patient is actual demand, stress a focal point, adopt proper way to undertake communication.
Doctors and patients is communicated in the serious content of circumstance of concerned diagnosis and treatment ought to seasonable, complete, accurate note case history, sign by the patient affirm.
In complain recieve go up with processing, " method " say, medical establishment ought to be built expedite, convenient complain channel, in medical establishment prominent place announces complaint handling program, place, welcome time and connection kind; Medical establishment ought to be installed complain technically recieve a place, recieve a place to ought to offer concerned law, code, complain the data such as the program, facilitating patient inquires; Medical establishment ought to take step, safeguard complains the legitimate rights and interests that manages a staff member and person safety.
Medical establishment is complained execute " head appeal to be in charge of making " , the patient complains to concerned branch, section office, ought to recieve staff member of complained branch, section office enthusiastic, to can coordinating processing on the spot, ought to coordinate solution on the spot as far as possible definitely; To cannot coordinating processing on the spot, reception branch or section office ought to go to patient guiding actively complain management department (contain complain management only (hold <> concurrently) office staff, similarly hereinafter) , do not get shuffle, prevaricate.
Complain recieve personnel to ought to listen to patient opinion seriously, do good explanation meticulously to work patiently, avoid contradictory become acute; Ought to check pertinent information, record the condition that the patient reflects according to the facts, seasonable keep is written complain material.
The patient ought to convey opinion and requirement according to law civilization, complain management department to offer to medical establishment true, accurate complain relevant data, cooperate medical establishment to complain the investigation of management department and inquiry, do not get order of disturbed and normal medical treatment, must not have illegal criminality.
Odd second complain personnel amount in principle not to exceed 5 people. Of more than 5 people, ought to choose delegate centers report to appeal to beg.
Complain recieve personnel recieving a place to discover the patient has the suicide, from incomplete and other and ultra behavior, perhaps insult, beat up, menace complains the action that welcomes personnel, ought to adopt in time control and be on guard measure, call the police to public security mechanism at the same time, be in charge of sectional report to local wholesome health; To welcoming the possibility that discovers in the process become acute contradicts, those who cause public security case, criminal case complain, ought to report in time to mechanism of local public security, handle lawfully.
Medical establishment complains management department to receive complain wholesome perhaps health to be in charge of a branch to hand in do after complaining, ought to seasonable to when the true state of affairs of job section, section office and relevant personnel understanding, nucleus besides, in make a thorough investigation of put forward to treat an opinion on the fact, foundation that distinguishs responsibility, feedback patient.
Complain involved branch, section office and relevant personnel to ought to cooperate actively to complain management department to begin complain item investigation, check, processing works.
Receive same similar perhaps question to relapsing complain, medical establishment complains management department ought to collect reports medical establishment controller, medical establishment is complained to concerning can inspect affection to give amalgamative investigation, to discovery cause complained link to perhaps cause complained public health worker for many times ought to according to findings, give in time corresponding processing.
Medical establishment complains management department to ought to be handled in time complain, can check processing on the spot, ought to prove a case in time; Have accident truly, correct instantly, inform to the patient on the spot (or issue) processing opinion. Involve what endanger patient health safety of medical treatment quality, possibly, ought to take positive step instantly, avoid or reduce healthy to the patient harm, prevent to damage expand.
The case is more complex, need to investigate, check, processing circumstance perhaps treats an opinion related feedback of 5 workaday indrawn patients since the day that ought to complain at receiving commonly.
Involve many section office, need harmonious and organization, relevant section to study jointly, ought to remove feedback of 10 workaday indrawn patients to handle a circumstance to perhaps treat an opinion at receiving complained day.
Had handled to complaining end, the patient is open to question to the processing opinion of medical establishment can provide new case and evidential data, according to complain flow to give afresh processing.
Complain content to involve medical treatment issue, medical establishment ought to inform the regulation of the relevant law laws and regulations that the patient handles according to medical treatment dispute, talk things over actively; Cannot talk things over those who solve, guide a patient to be solved through the way such as mediation, lawsuit, do work of good explanation dredge.
Complain those who involve medical establishment staff member to violate the problem that violate discipline, complain management department to ought to turn over relevant function branch in time to depend on compasses processing lawfully.
" method " regulation, attribute one of following situation complain, complain management department not to grant to handle, but ought to show a case to the patient, inform relevant processing regulation:
(one) the patient already complained what item sues to people court to perhaps apply for to mediate to tripartite;
(2) the patient already complained item to be in charge of a branch to the letter visits a branch to mirror and perhaps make processing to wholesome health;
(3) complain object and specific fact without what make clear;
(4) complain content to had involved public security case, criminal case;
(5) other do not belong to those who complain management department limits of one's functions and powers to complain.
Produce issue of great medical treatment, medical establishment ought to be in charge of a branch to report to health of sanitation of place of above of seat county class according to the regulation. After wholesome health is in charge of a branch to receive a report, ought to understand in time master a circumstance, guide both sides of doctors and patients to settle dispute through legal approach.
Medical establishment ought to be protected with complain relevant patient and medical personnel privacy, appropriate answers public feelings, forbidden release violate exaggerated perhaps fact, apply colours to a drawing the information of complaint handling process.
Medical establishment ought to be built complain archives soundly, establish a file, leave archives for future reference.
