Beijing Fengtai District Health Complaint Handling Practice Research

With the change of economic society and deepen of medical and health system reform, people’s needs of health care industry are increasing gradually, the reform of the petition system further open petition appeals channels and the demands in health field are also growing. Recent years, some health complaint problems which failed to be properly dealt with have developed into mass events and caused the bad social influence. For improving the current health complaint trend, to prevent and properly handle the health complaint problems have become the crucial problem of health complaint works.In health complaint work, the author takes a deep consideration of the current health complaint management system, development situation, performance characteristics and reflected prominent problems, through an in-depth analysis of the health complaint cases, the author analyzes the cause of health complaint prominent problems from the industry management, social situation and the complainant in three aspects, on the one hand, it is pointed out the prominent problems existing in the current health industry are that basic health service abilities keep poor, the social medical takes illegal operation and the public health agencies exist harmful practice, etc. then, the author puts forward countermeasures for prevention and treatment in view of the prominent health complaint problems in health industry. On the other hand, it is pointed out that there exists some administrate problems include the administrative responsibility is not clear, the institutional dissolve channel is not smooth, the negative impact of public opinion and complainant lack of consciousness of settling disputes in accordance with the law. In order to prevent and properly handle the health complaint problems, this paper put forward a series of countermeasures in view of public administration, include to make clear the responsibility of administrative department, to improve the health complaint system and the quality of dealing health complaint appeals, to correctly guide public opinion and to enhance the petition consciousness in accordance with the law.In this paper, the author conducts a research in detail to the literature related health complaint in combine with the practical situation of health complaint under the guidance of theory related public administration. On the basic of mastering Fengtai district real health complaint data, the author proposes some solutions which are suitable for regional actual situation for preventing and properly handling the health complaint problems. All of this, which plays an important role for maintaining health complaint order and improving quality of dealing health complaint appeals and promoting the harmonious development of health service. Due to adjustment of the administrative function and industry policy, the health complaint prominent question changes, the countermeasures of this paper have certain timeliness; they should be improved and perfected according to the actual situation in the real application.