Circular No. 25/2015/TT-BYT stipulates the regulations concerning suggestion boxes at healthcare facilities, applicable to all healthcare facilities and patients/patients' families. The Circular specifies the location, size, color of the suggestion box; the procedure for opening the box and handling suggestions; as well as the responsibilities of healthcare facilities in receiving, processing, and reporting results.
적용 범위
Healthcare facilities nationwide, civil servants, officials, employees working at healthcare facilities, patients, patients' families; individuals and organizations related.
핵심 사항
- Healthcare facilities must place suggestion boxes in easily visible locations, with a height of approximately 1.5 meters, with at least one suggestion box per department/outpatient clinic.
- Suggestion boxes must have a minimum size of 40 cm x 30 cm x 20 cm, with a letter slot measuring 20 cm wide and 0.5 to 1 cm deep. The color should contrast with the background area where the box is placed.
- Healthcare facilities must design a suggestion letter template containing the following information: Name, address of the writer, content of feedback, recommendations, signature or no need to sign.
- Once a week, healthcare facilities organize the opening of suggestion boxes, this process is recorded in a logbook and must involve a minimum of three participants.
- Healthcare facilities must receive, classify, and handle letters from suggestion boxes according to the provisions set out in Circular No. 07/2014/TT-TTCP.
🌐 이 문서의 사회적 영향
- To enhance public participation in monitoring healthcare activities, creating conditions for civil servants, officials, employees, and patients to provide feedback.
- To help healthcare facilities have grounds to consider rewards, improve work ethics and service spirit towards the people.
❓ 자주 묻는 질문
Where should suggestion boxes be placed?
Suggestion boxes should be placed in easily noticeable areas with high foot traffic; the height should be about 1.5 meters above the ground. Each department/outpatient clinic must have at least one suggestion box.
How should healthcare facilities design suggestion letters?
Each healthcare facility must design and print suggestion letter templates containing the following information: Name, address of the writer, content of feedback, recommendations, signature or no need to sign.
How many people participate in opening suggestion boxes?
Prior to opening the box, there must be a minimum of three participants: Head of the Personnel Department, representative of the People's Inspectorate Board, and representative of the Trade Union Executive Committee of the healthcare facility.
How should healthcare facilities handle suggestion letters?
Suggestion letters must be received, classified, and processed according to the procedures outlined in Circular No. 07/2014/TT-TTCP. The head of the healthcare facility must organize the implementation of these procedures.
What is the responsibility of healthcare facilities in reporting the results of receiving and processing suggestion letters?
Healthcare facilities must regularly compile and summarize the number of letters received from suggestion boxes monthly. Every six months/year, they must report the results of receiving and processing suggestion letters to the competent authority.
전문
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MINISTRY OF HEALTH |
SOCIALIST REPUBLIC OF VIET NAM |
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Number: 25/2015/TT-BYT |
Hanoi, October 1, 2015 |
CIRCULAR
Regulations on suggestion boxes at healthcare facilities
Pursuant to Decree No. 04/2015/ND-CP dated January 19, 2015 of the Government on implementing democracy in the operation of administrative agencies and public service units;
Pursuant to Decree No. 60/2013/ND-CP dated June 9, 2013 of the Government detailing Clause 3 of Article 63 of the Labor Code regarding the implementation of the Grassroots Democracy Regulation at workplaces;
This Circular prescribes procedures for receiving, providing health care for domestic violence victims and statistical reports on domestic violence victims at medical facilities.
At the proposal of the Director of the Cadre and Civil Servant Organization Department of the Ministry of Health;
The Ministry of Health issues this Circular on regulations concerning suggestion boxes at healthcare facilities.
Article 1. Scope of Regulation
This Circular stipulates principles, location, quantity, dimensions, color, and procedures for opening and processing letters received from suggestion boxes at healthcare facilities nationwide.
Article 2. Applicability
1. Healthcare facilities throughout the country.
2. Civil servants, employees, and workers at healthcare facilities.
3. Patients, patient families; individuals and organizations related to healthcare facilities.
Article 3. Principles for using suggestion boxes and handling letters of reflection and proposals from the people
1. Compliance with laws, ensuring the right of civil servants, employees, workers, and citizens to reflect and propose regarding the activities of healthcare facilities.
2. Transparency, impartiality, and adherence to authority and responsibility in receiving, processing, and publishing results of reflections and proposals according to the law.
3. Not to abuse suggestion boxes to make false accusations, defame, or tarnish the reputation and activities of individuals and organizations being proposed to.
4. Information and materials collected from suggestion boxes are one of the bases for considering rewards, correcting work styles, routines, and serving the people's spirit of civil servants, employees, and workers at healthcare facilities.
Article 4. Location and Quantity of Suggestion Boxes
1. Suggestion boxes shall be placed in easily visible areas with high pedestrian traffic; they shall be fixed to walls at a height of approximately 1.5 meters above the floor.
2. For healthcare examination and treatment facilities, in each department or functional room, there must be at least one suggestion box in every clinical, paraclinical, functional, and administrative department providing public services.
Article 5. Specifications of Suggestion Boxes
1. On the suggestion box, there must be the phrase "Suggestion Box" in uppercase letters at the top center of the main face of the box, and the name of the healthcare facility must be clearly visible and easy to read, with contrasting colors between the text and the box.
2. The minimum dimensions of the suggestion box must be: height 40 cm, width 30 cm, and depth 20 cm. The letter slot must have a minimum length of 20 cm and a width of 0.5 to 1 cm. The suggestion box must have a compartment for sample suggestion letters at the back.
3. The color of the suggestion box is determined by the healthcare facility and must contrast with the background color of the area where the suggestion box is located to facilitate recognition by the public.
4. The specifications of the suggestion box are set forth in Appendix 1 attached to this Circular.
Article 6. Sample Suggestion Letters
1. Each healthcare facility must design and print sample suggestion letters containing the following information: Name, address of the writer, content of reflection and proposal, signature or option not to sign according to Appendix 2 issued together with this Circular.
2. Sample suggestion letters must be placed in the rear compartment of the suggestion box, protruding about 5 cm above the surface of the suggestion box, making it convenient for the public when needed.
Article 7. Procedure for opening suggestion boxes
1. Once per week, healthcare facilities shall organize the opening of suggestion boxes at a specific time as determined by the head of the healthcare facility.
2. The process of opening suggestion boxes shall be recorded in a logbook for opening suggestion boxes.
3. The team opening the suggestion box must consist of a minimum of three people, including: the leader of the Personnel Department, a representative from the People's Inspectorate Board, and a representative from the Trade Union Board of the healthcare facility.
4. Prior to opening the suggestion box, those participating in the opening must inspect the lock on the suggestion box; if there is any suspicion regarding the safety of the suggestion box, they must report it to the head of the healthcare facility for appropriate measures to be taken.
5. When receiving suggestions, participants in the opening of the suggestion box must commit in writing not to disclose the contents of the suggestions; they must collect the suggestions into envelopes and seal them before transferring them to the department responsible for handling them according to their authority.
6. The key and logbook shall be transferred to the department assigned the responsibility for managing the suggestion box after it has been opened.
Article 8. Procedure for receiving, categorizing, and processing complaints and suggestions received from suggestion boxes
1. The procedure for receiving, categorizing, and processing complaints and suggestions from suggestion boxes shall be carried out in accordance with Circular No. 07/2014/TT-TTCP dated October 31, 2014, issued by the Government Inspector General, concerning the procedures for handling complaints, reports, and suggestions.
2. Upon receipt of suggestions, heads of healthcare facilities must promptly organize the implementation of processing according to the prescribed procedures; for reflections involving multiple organizations or individuals, they must analyze, find the causes, and assign the relevant department to handle them according to regulations.
Article 9. Information dissemination, reporting, and organizing mid-term and final reviews
1. Monthly, healthcare facilities must compile and summarize the number of complaints and suggestions received from suggestion boxes, categorize, and record the number of complaints and suggestions that have been resolved or transferred to competent authorities for resolution.
2. Every six months and annually, healthcare facilities must report the results of receiving and processing suggestions to the competent management authority.
3. The competent management authority must organize mid-term and final reviews, evaluate the results of receiving and processing complaints and suggestions; promptly reward individuals and groups with outstanding achievements in receiving and processing suggestions; strictly deal with violations of the prescribed procedures for receiving and processing suggestions.
Article 10. Effective Date
This Circular takes effect from December 1, 2015.
Article 11. Cross-Reference Provisions
In cases where the referenced documents in this Circular are replaced or amended, the replacement or amended document shall apply.
Article 12. Implementation Organization
1. The Personnel Department of the Ministry of Health shall coordinate with related units to direct, guide, inspect, and audit the implementation of this Circular at healthcare facilities nationwide.
2. Directors of Provincial Health Departments and heads of health services under ministries and sectors shall be responsible for directing, guiding, inspecting, and auditing the implementation of this Circular at healthcare facilities under their jurisdiction.
3. Heads of healthcare facilities nationwide shall be responsible for implementing the placement of suggestion boxes to receive and process suggestions according to regulations; issuing internal regulations on the use of suggestion boxes within the facility and assigning tasks to individuals and departments within the unit for receiving and processing suggestions; organizing inspections, evaluations, compilations, statistics, and reports to the competent authority as stipulated.
During the implementation process, if difficulties arise, localities and units shall report to the Ministry of Health (through the Personnel Department) for consideration and resolution.
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Place of Receipt: |
DEPUTY MINISTER |
ANNEX 1
SUGGESTION BOX SPECIFICATIONS
(Annexed to Circular No. 25/2015/TT-BYT dated October 1, 2015, issued by the Ministry of Health)
ANNEX 2
SUGGESTION LETTER FORM
(Annexed to Circular No. 25/2015/TT-BYT dated October 1, 2015, issued by the Ministry of Health)
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UNIT ... |
SOCIALIST REPUBLIC OF VIET NAM |
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No.: /2015/TGY |
..., day month year 20..... |
SUGGESTION LETTER
My name is (Optional):
Currency Exchange Agent No. 3 (Optional):
Content of suggestion:
............................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................Recommendations, proposals:
......................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................
SIGNATURE (or no signature required)
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