(February 16, 2007 the Ministry of Health announced come into force on the date of promulgation, 54th) Chapter I General provisions article for the protection of citizens, legal persons and other organizations, the legitimate interests of conduct regulating the health work of letters and calls and letters, maintaining the order of letters, according to the regulations of the petition and the provisions of relevant laws and regulations, based on actual health, these measures are formulated.
Second health complaint in these measures refers to citizens, legal persons or other organizations to adopt letters, telephone, fax, e-mail, visit, such as forms, to the administrative departments of public health, requests for comments, suggestions or complaints, according to law by the administrative departments for public health activities.
Third hygienic handling of complaint reporting should adhere to the following principles: (a) the territorial management, hierarchical accountability, who is in charge and who is responsible for, (ii) by law, timely, fair, local settlement and (iii) dealing with practical problems and ease the education, publicity and combined.
Article health administrative departments at all levels should be clear complaint channels, listen to their opinions, suggestions and requests, petitions presented to provide convenient conditions for the masses, and accept supervision by the masses.
Article fifth petition at the local health administrative departments at all levels shall, under the direction of local government and the superior administrative departments of public health work, we should establish and improve the health system of letters and calls, and implementation of the responsibility system of letters and calls. Sixth health administrative departments at all levels should have a Chief leader visits work.
Leading cadres should read letters from important people, important visitors, and received regular health visits work report to address prominent issues in the work of letters and calls of health.
Article health administrative departments at all levels should establish a hygienic handling of letters and visits from emergency and emergeney disposal mechanism of collective petitions, and effectively dealing with major health complaint in a timely manner.
Eighth health complaint the complainant activity shall comply with the provisions of the laws, regulations and policies, and consciously abide by social and public order and health and violated the order, shall be without prejudice to the interests of the State, the collective and the legitimate rights and interests of other citizens. Nineth health administrative departments at all levels should establish objective management assessment system of letters and calls.
Outstanding unit in the petition and complaint of health staff should be commended and rewarded.
Administrative Department of public health leaders and staff in the work of letters and calls of complaint letters and visits in violation of regulations, and in accordance with the relevant provisions of the regulations dealing with complaint letters and visits.
Chapter II Organization and function tenth levels of health administrative departments shall determine the complaint reporting handling Office Agency, with commensurate with the tasks of (and) level petition staff responsible for health work of letters and calls.
11th public health petition staff should have the political firm, upright, honest, strong sense of responsibility, physical health, and other basic conditions, should also have a certain level of policies and legal, medical and health knowledge.
12th article health petition work institutions of duties: (a) handle people letter, reception people visiting; (ii) accepted, and hosted, and assigned by, and transferred, and supervising petition matters; (three) organization or participation coordination processing important petition matters and emergency disposal health petition burst event; (four) survey, and analysis, and research petition situation, provides health petition information, proposed improved work of views and recommends; (five) do health petition work of information statistics, regularly reported petition statistics data;
(Vi) health complaint and inform the complainant about the relevant laws, regulations, rules and policies, the provision of advisory services, (VII) other duties stipulated by laws and regulations.
13th superior administrative departments for public health shall petition work to subordinate administrative departments of public health inspection, guidance, regular training of public access work.
14th health administrative departments at all levels according to the actual needs of the health work of letters and calls, organize the relevant social groups and professionals to participate in, the use of advisory, education, consultation, mediation, hearings and other means, according to law, timely, proper disposal of the complainant to the petition request.
15th article levels health administrative sector should to social announced its petition work institutions of communications address, and email, and complaints phone, and petition reception of time and locations, and query petition matters processing progress and the results of way, related matters; in petition reception places or website announced and petition work related of legal, and regulations, and regulations, health petition matters of processing program, and other for petition people provides convenience of related matters. The 16th City () and county administrative departments for public health shall establish reception day system of letters and calls of Heads of executive authorities, coordinated by the administrative Bureau of health complaint.
Complainants announced in open houses and reception locations to the heads of administrative organs of health reflect the complaint face to face.
Health administrative department heads or their designated staff at all levels, may issue to the complainant complainant reflect live interviews with complainants to communicate.
The 17th health administrative departments at all levels should make full use of the existing resources of governmental information network, established health information system of letters and calls, for the complainants in their complaint, query, complaint handling convenience.
18th article health petition staff in petition work in the, should comply with following provides: (a) insisted principles, law do, objective just, clean self-discipline; (ii) civilization reception, respect petition people, shall not withheld petition material, shall not shuffle, and perfunctory, and delay; (three) comply with confidential system, respect petition people of privacy, shall not public, and leaked whistleblower of name and reported content, shall not will report, and expose material and the about situation revealed or turned to was report, and expose of personnel or units.
19th petition work requirements in the Department of health funds in the overall planning.
Third chapter petition matters of accepted 20th article levels health administrative sector petition work institutions received petition matters, should be registration, and distinguish situation, in 15th within respectively by following way processing: (a) on law should through litigation, and arbitration, and administrative reconsideration solution of health petition matters, should told petition people to judicial organ, and arbitration institutions, and administrative reconsideration organ proposed; on has into litigation, and arbitration, and administrative reconsideration program of health petition matters, should told petition people in accordance with legal provides of program proposed;
(Ii) on in accordance with statutory duties belongs to this level health administrative sector processing decided of petition matters, should by provides time law handle; (three) belongs to this level administrative sector belongs units handle of petition matters, should timely assigned by or transferred related units law handle; (four) petition matters involved subordinate health administrative sector, and belongs units or its staff of, according to "territorial management, and grading is responsible for, and who competent, and who is responsible for" of principles, directly transferred right to processing of health administrative sector or units handle;
(E) the complaint relates to report and expose the content or function of the others, lawfully transferred to the disciplinary inspection, monitoring or the right to Executive Department. 21st petition health administrative departments at all levels work agencies after the receipt of a complaint, can answer off the cuff is admissible, it should be a written reply on the spot; no reply on the spot, shall from the date of receipt of the complaint within the 15th advise the complainant in writing.
Complainants name (name), address all of the exception. 22nd article health administrative sector on following petition matters should timely to petition people description situation, told petition people related processing provides and about solution channel: (a) petition matters has accepted or is handle of, petition people in provides term within to accepted, and handle organ of superior health administrative sector again proposed same petition matters of; (ii) on health professional technology identification institutions made of medical accident technology identification, and occupational diagnosis identification, and prevention vaccination exception reaction identification, and
Maternal and child health medical technology identification and spirit disease judicial identification, technology identification conclusion refuses to, requirements again identification of; (three) medical patient disputes has both party written agreement solution of; (four) on has or law should through litigation, and arbitration, and administrative reconsideration, statutory way solution of; (five) illegal practice caused patients body health damage requirements compensation of; (six) legal regulations provides of other not accepted case of. Fourth chapter handle and supervising 23rd article levels health administrative sector handle petition matters, should comply with following provides: (a) on petition people letter for registration, and processing; check visiting people of effective documents, guide visiting people fill in registration form; (ii) on this sector right to made processing decided of health petition matters, law handle and told petition people; (three) on not belongs to this sector duties range of petition matters, transferred right to processing of sector handle; (four) on reflect important situation, and
Critical or emergency issues of the leapfrog health complaint, accepting sector emergency measures can be taken.
24th on the facts clearly, compliance with laws, rules, regulations, policies of health complaint, should be addressed in a timely manner; reasons for the request is reasonable, but the lack of laws, rules, regulations, and policy basis, should be properly handled according to actual situation; the lack of facts, does not comply with the laws, rules, regulations, policies, policy interpretation and guidance work.
25th health Administrative Department for complaint reporting matter, shall be concluded within 60 days from the date of the acceptance and issue opinions, served on the complainant; complex, approved by the heads of departments, may be appropriately extended, and advise the complainant to an extension on the grounds, but the extension period shall not exceed 30th. Request feedback the result of complaint, should be carried out after the end of the feedback.
Feedback of closed material shall be subject to the approval of the Department head issue. 26th complainant refuses to accept the complaint reporting handling to the administrative departments of public health, since the written replies received within 30th of the original administrative authorities reviewed the health Administrative Department at a higher level.
Received a request for review of the public health Administrative Department shall review request is received within 30th of review comments, and reply in writing. Complainant not satisfied with the review comments, since the date of receiving the written replies in the 30th to review Department of health Administrative Department at a higher level for review.
Received a request for review of the public health Administrative Department shall review request is received within 30th of the review opinion. Review Department may hold a hearing pursuant to the provisions, after hearing of the review comments according to law to the public.
The hearing time required is not included in the provisions of the preceding paragraph within the period.
Complainant not satisfied with the review comments, still based on the same facts and grounds of complaint requested, health administrative departments are no longer accepted.
27th complaint handling results and review, review comments, shall include the opinion or decision of the complaint, and the reason and basis. 28th on important, difficult and complicated complaint, holds a hearing if necessary.
Local health administrative departments at all levels to hold hearings shall be held in accordance with the procedures established by provincial.
Article 29th of major contractors, emergency and special health complaint, shall be assigned by the request within the time limit will result in departments cannot be concluded, shall be presented to the administrative department explaining why. Assigned by the departments have been assigned to the complaint of improper handling, you can ask again for the hosting sector, can also be directly handled.
Re-processing, direct term not later than 30th.
30th public health staff when handling the complaint complaint letters and visits, and have a stake in the petition or complaint, may affect the impartial handling of cases, and should be avoided.
31st health administrative supervision departments shall establish a complaint handling mechanism, the time limit for complaint shall conduct supervision over assigned by supervisor. Supervising phone supervision, mainly written handling, interviewing supervisor, field supervisor and joint supervision and so on.
Overseeing the process, should listen to the briefing by the subordinate administrative departments of public health, to verify the situation, access to the relevant information, listening to complainant's statements and views.
32nd article in supervision supervising work process in the, found subordinate health administrative sector or belongs units has following case one of of, should proposed supervising of views and recommends: (a) no due reason not by provides term settles health petition matters of; (ii) not by provides feedback health petition matters handle results of; (three) not by provides program handle health petition matters of; (four) handle health petition matters shuffle, and perfunctory, and delay of; (five) not implementation petition processing views of; (six) other need supervising of case.
Supervising the comments received and the recommendations of the health administrative department or their subordinate units should be written feedback on the 30th; did not accept the supervision of observations and recommendations shall state the reasons.
33rd health administrative departments at all levels to the complainant to reflect on health policy issues, should be higher administrative Department of public health reported in a timely manner, and made recommendations for improving policies and solve problems.
Article 34th in the course of inspection supervision, the superior administrative Department of public health found that the lower the health administrative department or unit staff in the work of letters and calls of prevarication, perfunctory, delays, fraud resulting in serious consequences, may appeal to the lower-level health administrative departments or their subordinate units be given an administrative sanction proposals.
35th petitioning staff found in the reception site visitor has committed suicide, self-mutilation and other excesses, or insult, assault, threatening letters and calls the behavior of staff, shall take appropriate measures in a timely manner, and notify local public security organs to the disposal site. 36th public health petition filed petition to the organization needs information, it should be archived by archive management; staging for future reference materials shall not be lost, hidden or unauthorized destruction of complaint letters and visits.
Letter to the remaining population save for a period of 1 year, visit save the registration materials for a period of 5 years.
Fifth chapter supplementary articles article 37th health care agencies and other health institutions, health related to social groups petition by reference to these measures. 38th article of the rules as of the date of promulgation.
On June 29, 1993, the Ministry of health published the health sector work of letters and calls, on November 4, 1996, the Ministry of health published the crowd step by step visits and reception of health sector classification regulation repealed simultaneously.