On January 16, 2024, the Municipal Health Commission organized and held the first scheduling meeting on immediate complaints handling of the system in 2024 to summarize the work in 2023 and deploy the tasks for 2024. Zhong Dongbo, Secretary of Party Committee of the Municipal Health Commission, attended the meeting and delivered a speech. Liu Juncai, Director of the Municipal Health Commission, presided over the meeting. Leaders of the one committee and three bureaus and department heads of the Municipal Health Commission, as well as the main leaders, leaders in charge and heads of responsible departments of district health commissions and medical and health institutions attended the meeting.
At the meeting, Wang Jianhui, member of the Party Committee and Deputy Director of the Municipal Health Commission, summarized the work of the whole system in immediate complaints handling in 2023, deployed the related key tasks of the system in 2024. He reported the units and individuals who have made outstanding contributions to the immediate complaints handling of 2023 to the city. The attendees at meeting watched the documentary video "Beijing Emergency Center - Warming You up Through the Wind and Snow" produced by Beijing Satellite TV's column, "One Step Forward", which reflects the advanced deeds of cadres and workers on the emergency frontline work. Leaders from Peking Union Medical College Hospital of Chinese Academy of Medical Sciences, Beijing Tongren Hospital, Capital Institute of Pediatrics, and Beijing United Family Hospital introduced their work experience in immediate complaints handling in 2023.
In his speech, Zhong Dongbo reviewed the "eight experiences" of Beijing's health system in solidly strengthening and improving the work of immediate complaints handling in 2023, namely adhering to party building as a guide, goal orientation, overall planning and dispatch, investigation and analysis, optimizing services, improving capabilities, supervision and inspection, as well as assessment and evaluation. The system will better implement the people's health-centered concept focusing on further improving the quality of immediate complaints handling in 2024.
It was emphasized at the meeting that the people's needs for health work should be integrated into disease prevention, medical treatment, daily management and other aspects. It is necessary to improve work methods and service levels to provide the people with better services starting from the problems that the people care about intensively and those have not been completely solved.
It was requested at the meeting that it is necessary to conscientiously implement the investigation report of the State Council Accident Investigation Team on the major fire accident at Beijing Fengtai Changfeng Hospital, resolutely follow the supervision recommendations of the Central Commission for Discipline Inspection and the National Supervisory Commission, comprehensively do a good job in production safety, fire safety and hospital safety management, and insist on long-term, repeated and meticulous attention to ensure the safety and stability of the industry.
In addition, according to the report to the city, in 2023, the comprehensive score for immediate complaints handling in Beijing health system reached 99.33 points. The response rate, resolution rate, satisfaction rate and comprehensive score all hit the best level in history. Beijing’s experience was introduced specially at the National Health Petition Work Conference.