DB37/T 3697-2019 医疗保障经办服务通则

ICS03.060

A11

DB37

山东省地方标准

DB37/T3697—2019

医疗保障经办服务通则

Healthcaresecurityservices-Generalprinciples

2019-09-30发布2019-10-30实施

山东省市场监督管理局发布

DB37/T3697—2019

目次

前言...............................................................................III

1范围..............................................................................1

2规范性引用文件....................................................................1

3基本原则..........................................................................1

3.1依法合规......................................................................1

3.2公平规范......................................................................1

3.3优质高效......................................................................1

3.4公开诚信......................................................................1

4总体要求..........................................................................2

5服务机构与人员要求................................................................2

5.1机构要求......................................................................2

5.2人员要求......................................................................3

6服务对象与方式....................................................................4

6.1服务对象......................................................................4

6.2服务方式......................................................................4

7服务内容与要求....................................................................5

7.1经办服务......................................................................5

7.2咨询服务......................................................................5

8服务制度..........................................................................6

8.1首问负责制....................................................................6

8.2容缺受理制....................................................................6

8.3限时办结制....................................................................6

8.4否定报备制....................................................................6

8.5岗位A、B角工作制.............................................................6

8.6延时服务制....................................................................6

8.7导办代办制....................................................................7

9信息公开..........................................................................7

9.1公开内容......................................................................7

9.2公开形式及要求................................................................7

10投诉处置.........................................................................7

10.1投诉受理范围.................................................................7

10.2投诉方式和渠道...............................................................7

10.3处置要求.....................................................................7

I

DB37/T3697—2019

11服务监督、评价与改进.............................................................7

11.1服务监督.....................................................................7

11.2服务评价.....................................................................7

11.3服务改进.....................................................................8

附录A（资料性附录）文明服务用语....................................................9

II