| Order of the National Health Commission of the People's Republic of China | | 中华人民共和国国家卫生健康委员会令 |
| (No. 3) | | （第3号） |
| The Measures for Complaint Management of Medical Institutions, as adopted upon discussions by the directors' meeting of the National Health Commission of the People's Republic of China on February 2, 2019, are hereby issued and shall come into force on April 10, 2019. | | 《医疗机构投诉管理办法》已于2019年2月2日经国家卫生健康委委主任会议讨论通过，现予公布，自2019年4月10日起施行。 |
| Director: Ma Xiaowei | | 主任 马晓伟 |
| March 6, 2019 | | 2019年3月6日 |
| Measures for Complaint Management of Medical Institutions | | 医疗机构投诉管理办法 |
| Chapter I General Provisions | | 第一章 总 则 |
| Article 1 The Measures are developed to strengthen the complaint management of medical institutions, standardize the complaint handling procedures, improve medical services, guarantee medical safety and lawful rights and interest of both doctors and patients, and maintain order in medical practices in accordance with the Regulation on the Prevention and Handling of Medical Disputes and the Regulation on the Administration of Medical Institutions. | | 第一条 为加强医疗机构投诉管理，规范投诉处理程序，改善医疗服务，保障医疗安全和医患双方合法权益，维护正常医疗秩序，根据《医疗纠纷预防和处理条例》、《医疗机构管理条例》等法律法规的规定，制定本办法。 |
| Article 2 For the purpose of the Measures, “complaint management” means the activities of patients in reporting to medical institutions their existing problems in medical services, medical administration, medical quality and safety, offering opinions and suggestions or filing complaints, as well as the activities of medical institutions in making investigation, handling complaints, and giving feedback on handling results. | | 第二条 本办法所称投诉管理，是指患者就医疗服务行为、医疗管理、医疗质量安全等方面存在的问题向医疗机构反映情况，提出意见、建议或者投诉请求，医疗机构进行调查、处理和结果反馈的活动。 |
| Article 3 The Measures shall apply to the complaint management of medical institutions at all levels and of all types. | | 第三条 本办法适用于各级各类医疗机构的投诉管理。 |
| Article 4 The National Health Commission (“NHC”) shall be responsible for the supervision and guidance for the complaint management of medical institutions nationwide. | | 第四条 国家卫生健康委负责全国医疗机构投诉管理工作的监督指导。 |
| Local health administrative departments at or above the county level shall be responsible for the supervision and guidance for the complaint management of medical institutions within their respective administrative regions. | | 县级以上地方卫生健康主管部门负责本行政区域内医疗机构投诉管理工作的监督指导。 |
| Article 5 When receiving and handling a complaint, medical institutions shall implement the concept of “centering on patients”, and follow the principles of legality, fairness, timeliness and convenience. | | 第五条 医疗机构投诉的接待、处理工作应当贯彻“以患者为中心”的理念，遵循合法、公正、及时、便民的原则。 |
| Article 6 Medical institutions shall, according to relevant regulations, work effectively to disclose information and proactively accept social supervision. | | 第六条 医疗机构应当按照规定做好信息公开工作，主动接受社会监督。 |
| Article 7 Medical institutions shall enhance the level of administration, reinforce medical risk management, optimize service processes, improve the environment for seeing a doctor, enhance the quality of medical services, prevent potential safety hazards, and minimize medical disputes and complaints. | | 第七条 医疗机构应当提高管理水平，加强医疗风险管理，优化服务流程，改善就诊环境，提高医疗服务质量，防范安全隐患，减少医疗纠纷及投诉。 |
| Article 8 Medical institutions shall make an emergency response plan for major medical disputes, organize relevant publicity activities, trainings and drills, and ensure that conflicts and disputes can be settled in a lawful, timely and effective manner. | | 第八条 医疗机构应当制订重大医疗纠纷事件应急处置预案，组织开展相关的宣传、培训和演练，确保依法、及时、有效化解矛盾纠纷。 |
| Article 9 Medical institutions shall include the management of complaints as a part of the patient safety management system, sum up and analyze the complaint information on a regular basis, sort out the weaknesses in medical administration, medical quality and safety, take the corrective measures, and make continuous efforts to improve the medical quality and safety. | | 第九条 医疗机构应当将投诉管理纳入患者安全管理体系，定期汇总、分析投诉信息，梳理医疗管理、医疗质量安全的薄弱环节，落实整改措施，持续改进医疗质量安全。 |
| Article 10 Medical institutions shall work effectively to ensure the coordination between complaint management and people's mediation, administrative mediation and litigation for medical disputes. | | 第十条 医疗机构应当做好医疗机构投诉管理与医疗纠纷人民调解、行政调解、诉讼等的衔接。 |
| Chapter II Organization and Staffing | | 第二章 组织和人员 |
| Article 11 The principal person of a medical institution is the one primarily responsible for the complaint management of medical institutions. | | 第十一条 医疗机构主要负责人是医疗机构投诉管理的第一责任人。 |
| Medical institutions of Class 2 or above shall establish a doctor-patient relationship office or designate a department (hereinafter collectively referred to as "complaint management department") to uniformly undertake the complaint management work. Other medical institutions shall be equipped with full-time (part-time) staff, and, if conditions permit, may also set up a complaint management department. | | 二级以上医疗机构应当设置医患关系办公室或者指定部门（以下统称投诉管理部门）统一承担投诉管理工作。其他医疗机构应当配备专（兼）职人员，有条件的也可以设置投诉管理部门。 |
| Article 12 A medical institution of Class 2 or above shall designate a responsible person in-charge to take charge of the complaints, and guide and manage the relevant work of the complaint management department of the medical institution. | | 第十二条 二级以上医疗机构应当指定一名医疗机构负责人分管投诉工作，指导、管理医疗机构投诉管理部门的有关工作。 |
| The complaint management department shall fulfill the following duties: | | 投诉管理部门履行以下职责： |
| 1. organizing, coordinating, and guiding the handling of complaints of the medical institution; | | （一）组织、协调、指导本医疗机构的投诉处理工作； |
| 2. uniformly accepting complaints, investigating and verifying the matters in complaints, offering opinions on how to handle complaints, and giving replies to patients in a timely manner; | | （二）统一受理投诉，调查、核实投诉事项，提出处理意见，及时答复患者； |
| 3. establishing and improving the reception and handling procedures for complaints; | | （三）建立和完善投诉的接待和处置程序； |
| 4. participating in the management of medical quality and safety; | | （四）参与医疗机构医疗质量安全管理； |
| 5. conducting trainings on doctor-patient communication and complaint handling, and providing education on how to prevent medical risks; and | | （五）开展医患沟通及投诉处理培训，开展医疗风险防范教育； |
| 6. summing up and analyzing complaint information on a regular basis, offering opinions or suggestions on how to strengthen and improve the work, and reinforcing supervision and implementation. | | （六）定期汇总、分析投诉信息，提出加强与改进工作的意见或者建议，并加强督促落实。 |
| For medical institutions that are only equipped with full-time (part-time) staff in handling complaints, such staff shall at least fulfill the duties as provided in Subparagraph 2 of the preceding paragraph. | | 仅配备投诉专（兼）职人员的医疗机构，投诉专（兼）职人员应当至少承担前款第二项职责。 |
| Article 13 The complaint management personnel of medical institutions shall meet the following requirements: | | 第十三条 医疗机构投诉管理人员应当具备以下条件： |
| 1. having good professional ethics and the sense of work responsibility; | | （一）具备良好的职业道德和工作责任心； |
| 2. having the knowledge of such disciplines as medicine, management science, jurisprudence, psychology, ethics and social work, and getting familiar with laws and regulations on medical treatment and complaint management, as well as the rules and regulations of medical institutions; and | | （二）具备一定的医学、管理学、法学、心理学、伦理学、社会工作等学科知识，熟悉医疗和投诉管理相关法律法规，以及医疗机构规章制度； |
| 3. having a strong social adaptability, good interpersonal skills, excellent communication abilities, and quick response to situations. | | （三）社会适应能力较强，具有良好的社会人际交往能力，具备良好的沟通能力和应变能力。 |
| Article 14 A medical institution of Class 2 or above shall establish a three-level complaint management system: medical institution, complaint management department, and clinical division, in which all departments and clinical divisions of the medical institution shall designate at least one responsible person to cooperate on the complaint management work. | | 第十四条 二级以上医疗机构应当建立医疗机构、投诉管理部门、科室三级投诉管理机制，医疗机构各部门、各科室应当指定至少1名负责人配合做好投诉管理工作。 |
| All departments and clinical divisions of a medical institution shall assess the complaint-related risks on a regular basis, find out the hidden risks of complaints, provide preventive measures for frequently occurring hidden risks, strengthen the communication with patients, and take proper measures to resolve the conflicts and disputes in a timely manner. | | 医疗机构各部门、各科室应当定期对投诉涉及的风险进行评估，对投诉隐患进行摸排，对高发隐患提出针对性的防范措施，加强与患者沟通，及时做好矛盾纠纷排查化解工作。 |
| A medical institution shall encourage its working staff to actively collect the opinions and suggestions from patients on medical services, medical quality and safety, and report them to the complaint management department or other functional departments by specified means. | | 医疗机构应当鼓励工作人员主动收集患者对医疗服务、医疗质量安全等方面的意见和建议，通过规定途径向投诉管理部门或者有关职能部门反映。 |
| Article 15 A medical institution of Class 2 or above shall enhance the mechanism of joint efforts between the complaint management department and other departments involving clinics, nursing, medical technologies, logistics and security protection, improve medical quality, ensure medical safety, and maintain order in medical practices. | | |
| Article 16 A medical institution shall gradually establish and improve the relevant mechanisms to encourage and allow social workers, volunteers and other persons with medical and legal expertise or third parties to participate in receiving and handling the complaints of the medical institution. | | 第十六条 医疗机构应当逐步建立健全相关机制，鼓励和吸纳社会工作者、志愿者等熟悉医学、法律专业知识的人员或者第三方组织参与医疗机构投诉接待与处理工作。 |
| Chapter III Doctor-patient Communication | | 第三章 医患沟通 |
Article 17 A medical institution shall improve the professional ethics of its medical staff, strengthen their service awareness and legal awareness, focus on humanistic care, intensify doctor-patient communication, and seek to build a harmonious doctor-patient relationship.
．．．．．． | | 第十七条 医疗机构应当提高医务人员职业道德水平，增强服务意识和法律意识，注重人文关怀，加强医患沟通，努力构建和谐医患关系。
．．．．．． |
|
Dear visitor, as a premium member of this database, you will get complete access to all content.Please go premium and get more.
1. To become a premium member, please call 400-810-8266 Ext. 171.
2. Binding to the account with access to this database.
3. Apply for a trial account.
4. To get instant access to a document, you can Pay Amount 【￥600.00】 for your single purchase. | |
您好：您现在要进入的是北大法宝英文库会员专区。
如您是我们英文用户可直接 登录，进入会员专区查询您所需要的信息；如您还不是我们 的英文用户；您可通过网上支付进行单篇购买，支付成功后即可立即查看本篇内容。
Tel: +86 (10) 82689699, +86 (10) 82668266 ext. 153
Mobile: +86 13311570713
Fax: +86 (10) 82668268
E-mail:info@chinalawinfo.com
|
| | | |
| | | |