DB37/T 3697-2019 医疗保障经办服务通则
DB37/T 3697-2019 Medical security handling service guidelines
基本信息
发布历史
-
2019年09月
研制信息
- 起草单位:
- 起草人:
- 出版信息:
- 页数:14页 | 字数:- | 开本: -
内容描述
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
定制服务
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