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Regulations on receiving complaints in the medical field

This article provides detailed information on the regulations for receiving complaints in the healthcare sector. Healthcare facilities and regulatory agencies are responsible for receiving and processing complaints from patients or their legal representatives. The reception process includes recording information, verifying the content, and taking steps to resolve them in accordance with legal regulations. Understanding this regulation helps patients protect their rights and ensure their safety when using healthcare services.

Article 5 of Decision 44/2005/QD-BYT ("Decision") stipulates the reception of complaints in the health sector as follows:

The Ministry of Health, the Department of Health, agencies, organizations and individuals in the health sector, within the scope of their functions, tasks and powers, are responsible for receiving complainants; promptly receiving and resolving citizens' complaints in accordance with the provisions of law.

1. In case the complainant comes directly to the Ministry of Health, the Department of Health or the citizen reception offices of agencies and units in the health sector to present and submit a complaint, the head of the agency, unit or citizen reception officer must comply with the provisions of law on citizen reception.

2. In case the complaint is made in writing, the head of the agency, unit or health inspection agency upon receiving the complaint must record it in the complaint receipt book for monitoring before classifying, processing and resolving it.

The receipt book must clearly state the following contents:

a) Date, month, year of complaint;

b) Name and address of the agency, organization or individual being complained about;

c) Content, reason for complaint and request of the complainant;

d) The complaint must be signed by the complainant.

4. In case the complaint is made through a representative, the representative must have legal documents (Identification documents, power of attorney of the complainant certified by the local authority or notary office).