Municipal Health Commission Organized the System’s Third Work Scheduling Meeting for Immediate Complaints Handling in 2024
From:Beijing Municipal Health Commission

On March 15, 2024, the Municipal Health Commission organized and held the system’s third work dispatch meeting for immediate complaints handling in 2024. Zhong Dongbo, Party Committee Secretary of the Municipal Health Commission, attended the meeting and delivered a speech. Heads of departments of the one committee and three bureaus of the Municipal Health Commission, as well as the main leaders, persons in charge and heads of responsible departments of all district health commissions and medical and health institutions attended the meeting. Liu Juncai, Director of the Municipal Health Commission, presided over the meeting.

At the meeting, Wang Jianhui, Party Committee member of the Municipal Health Commission and Deputy Director of the commission, informed the "three rates" assessment results of the system on immediate complaints handling in February 2024, and put forward some work requirements. Li Ang, Party Committee member and Deputy Director of the commission, briefed the 8th round of special inspections on immediate complaints handling of medical institutions. Tongzhou District Health Commission and Beijing Anzhen Hospital shared their experience in solidly carrying out immediate complaints handling. Beijing Royal Integrative Medicine Hospital made a statement on improving the work of immediate complaints handling.

It was pointed out at the meeting that it is necessary to further improve the responsibility mechanism and adhere to the principle of enhancing supervision and responsibility hierarchically. It is necessary to further improve the key links, to achieve a response rate of 100%, and make immediate changes to the reasonable demands and suggestions of the citizens. It is necessary to further strengthen communication and coordination within the unit, strengthen exchanges with the citizen hotline service center and various sub-centers, and continue to enhance the quality and efficiency of immediate complaints handling.

It was required at the meeting that the entire system should design a reasonable system for immediate complaints handling to protect the interests of the people. It is necessary to take cases as lessons, pay attention to valuable cases, focus on solving problems, and improve management and services. It is necessary to aim at goals, pay attention to needs, and provide services in accordance with the requirements. The goal is to achieve a system-wide response rate of 100% and a resolution and satisfaction rate of over 99%. It is necessary to take the initiative to adjust service methods according to changes in people's actual needs, improve people's medical experience, and integrate "patient-centered" throughout all aspects of medical services, to continue to enhance the people's sense of happiness and gain in health service guarantees.