F&Q

Patient Complaint Handling Process and Guidelines

1. Patients or their family members may express dissatisfaction or file a complaint through the complaint hotline, suggestion box, or other available channels。
2. Immediately report to the unit supervisor, and coordinate with the Patient Complaint Handling Team to understand the situation and calm the family members, while listening to their concerns. (Purpose: to protect the involved parties and avoid direct confrontation that may lead to unnecessary conflict)。

If it is a medical grievance

1. The Patient Complaint Handling Team will assist in managing the case and report it to the hospital for acknowledgment. In collaboration with the attending physician, the team will review the medical records to determine whether medical malpractice is involved and will notify the Medical Dispute Mutual Assistance Fund Management Committee accordingly。
2. A medical dispute case review meeting will be convened, during which the involved personnel are required to attend and provide explanations. The committee will then discuss and determine appropriate handling measures. If the case involves medical issues, members appointed by the Medical Dispute Mutual Assistance Fund Management Committee will be invited to participate in the handling process。
3. Common Resolution Guidelines of the Medical Dispute Committee：
   1. Please have the physician explain the medical condition to the patient and their family again。
   2. The team will coordinate on behalf of the patient’s family to provide medical service privileges or social assistance。

If not a medical grievance

1. Notify the relevant departments to propose a solution, respond to the patient within the shortest possible timeframe, and archive and document the case upon closure。

• Hospital Handling Procedures
1. If the patient is satisfied with the hospital's handling approach, the complaint case will be archived and closed, and may serve as future reference for medical dispute education. Additionally, the Patient Complaint Handling Team, together with the department supervisor, will jointly develop a resolution plan。
2. If the patient is not satisfied with the hospital's handling approach, the Patient Complaint Handling Team, together with the department supervisor, will jointly develop a resolution plan。

• Hospital Practice
1. If the patient accepts the hospital's approach, the case will be closed and archived as a reference for future medical dispute education。
1. Request assistance from the Taipei City Government Medical Review Committee's Medical Dispute Mediation Team for mediation。
2. Our fault: Conduct bilateral negotiations to understand their demands。
3. No fault on our side: (If the other party proceeds with legal action) the Medical Dispute Handling Team will assist legal advisors or appointed attorneys in fully understanding the case, provide guidance to physicians on how to respond during inquiries, and accompany the physicians to court as needed。
2. If the patient does not accept the hospital's approach。
1. Request assistance from the Taipei City Government Medical Review Committee's Medical Dispute Mediation Team for mediation。
2. Our fault: Conduct bilateral negotiations to understand their demands。
3. No fault on our side: (If the other party proceeds with legal action) the Medical Dispute Handling Team will assist legal advisors or appointed attorneys in fully understanding the case, provide guidance to physicians on how to respond during inquiries, and accompany the physicians to court as needed。

Application for Disability Assessment Form

• Prepare three 1-inch photos (taken within the past three months), a photocopy of the household registration and ID card, and a medical certificate (processed according to local city or county regulations), and apply at the Civil Affairs Section of the township, town, or district office where your household is registered。

Outpatient Assessment (by Appointment Only)

1. Applicants must have medical records for the condition to be assessed with atleast three monthsof treatment history at this hospital, sufficient to determine the type and level of disability according to the official disability grading standards，Please make an appointment in advance，Please inform the assessment team by phone of the category you wish to be assessed for, the attending physician, and the appointment date。
2. Applications will not be processed if the first page of the assessment form is incomplete, lacks the official issuing agency’s seal (across pages), is missing a photo, or if required supporting documents are not fully provided。
3. If the requested assessment is not available at this hospital, the Information Desk and Social Work Office will assist the applicant with referral arrangements。
4. Clinic nursing staff shall verify the identity of the applicant and the completeness of required documents in accordance with the hospital's "Regulations for the Identity Verification Mechanism in Disability Assessment Applications。
5. Specialist physicians shall conduct assessments of body functions and structures, with detailed documentation in the medical records, and complete the BS code assessment form with an official seal. Other assessment personnel shall perform evaluations of activity and participation, as well as environmental factors, ensuring thorough documentation in the medical records and completion of the DE code assessment form with an official seal。
6. The nursing staff shall consolidate and submit the documents to the Emergency Department for review and registration. Afterward, the documents will be sent to the Social Work Office for acknowledgment, data entry, and approval. The Secretary Office will then make copies and apply the official seal。

Inpatient Assessment

1. The application requirements are the same as for outpatient assessments. The assessment form shall be submitted to the nursing station, where nursing staff will verify the applicant’s identity in accordance with Steps 2 to 4 of the Outpatient Assessment Procedure。
2. The attending physician shall complete the assessment form. If the assessment item is beyond the scope of the attending physician's specialty, a consultation with a specialist shall be arranged for assessment. All findings must be thoroughly documented in the medical records, and the BS code assessment form must be properly completed and officially sealed. Other assessment personnel shall conduct the functional scale assessment, ensure detailed documentation in the medical records, and complete and stamp the DE code assessment form。
3. The completed assessment form, along with the medical records, shall be submitted by the nursing station to the Social Work Office for acknowledgment, data entry, and approval. The Secretary Office will then make copies and apply the official seal。

• The completed assessment forms shall be consolidated by the hospital into a disability assessment roster and submitted to the respective municipal or county health authorities within one month。
• The disability assessment forms will be reviewed by the municipal or county health authorities. If there are any doubts or discrepancies, the forms will be returned to the hospital for further clarification. The hospital's Social Work Office will then notify the applicant to return for reassessment or to provide additional documentation. If no issues are found, the case will be forwarded to the Social Affairs Bureau’s Needs Assessment Team for further evaluation。
• For qualified applicants, the Social Affairs Bureau will forward the case to the district office of the applicant's household registration for certificate issuance, and the applicant will be notified to collect the disability certificate（The entire process takes approximately one month）。

Recipients of Assistance

1. Patients receiving medical treatment in outpatient, emergency, or inpatient settings who are unable to afford medical expenses due to financial hardship or unexpected misfortunes。
2. Individuals or households officially recognized by the government as low-income or middle-low-income。
3. Welfare borderline cases: individuals who have applied for welfare benefits or insurance claims and are awaiting approval, or those who do not meet welfare eligibility criteria but have actual needs。
4. Emergency Financial Assistance: Households facing severe financial hardship due to major illness or sudden economic misfortune, resulting in difficulty maintaining basic living needs。
5. Severe Financial Crisis: Patients or families facing significant financial distress due to excessive medical expenses。
6. Special Cases: Individuals assessed by professional social workers of partner hospitals as having verified medical care needs。

Assistance Criteria

1. For applicants whose outstanding medical expenses exceed NT$50,000, this fund may provide assistance up to one-third of the remaining amount, with a maximum subsidy limit of NT$50,000 per person。
2. Expenses related to medical care, including the purchase of medical assistive devices, medical supplies, consumables, ambulance transportation, dietary and nutritional expenses during hospitalization, short-term placement, and emergency assistance, with a maximum limit of NT$14,000 per case。
3. In exceptional cases, special applications may be submitted for separate consideration。

Assistance Standards

1. The primary principle is to utilize the existing donated funds in the "Charity Account" for assistance. If the available funds are insufficient, additional support will be sought from external private organizations。
2. The social worker will inform the attending physician of the financially disadvantaged patient and request a partial reduction in consultation fees. In cases where both spouses are hospitalized or receiving medical treatment simultaneously and are unable to care for their young children, the hospital's social worker can assist in notifying the Social Affairs Bureau for further support。

Application Procedures

Applicants are only required to complete the application form and submit it along with a household registration transcript issued within the past three months and other relevant supporting documents to the Social Work Office。

Review and Approval

Upon receiving the aforementioned application form, the Social Work Office shall first assess the applicant’s family financial status. After approval by the Chairperson of the Management Committee, the subsidy will be granted. The Accounting Office shall verify and record the remaining balance of donations in the fund, which will be reported at the year-end meeting。

Social Service Items

1. Scope of Social Services：
1. Medical expenses for impoverished families, disadvantaged households, and unaccompanied or homeless patients, as well as related costs arising from their medical conditions, including transportation, assistive devices, caregiving, rehabilitation, funeral, or other special needs。
2. Expenses related to counseling services for patients or family support groups。
3. Expenses related to providing community healthcare, health promotion, and community outreach medical services。
4. Expenses related to citizen-friendly social services。
5. Expenses related to the provision of international medical assistance in accordance with government policies。
2. Application Procedures

The person in charge of the project shall prepare a report detailing the plan and submit it to the hospital along with all relevant supporting documents。

3. Review and Approval

Upon approval and signature by the hospital, a final report along with detailed expense records shall be submitted after the completion of the project. The Accounting Office shall verify and confirm the remaining balance of donations in the fund, and submit it to the Chairperson of the Fund Management Committee for final approval。

• Charity Medical Assistance Fund Operation Procedures and Application Form

• Vendor Information Maintenance