Federal Association of Complaint Management for Health Institutions
| Federal Association of Complaint Management for Health Institutions V. (BBfG) | |
|---|---|
| purpose | Representation of the interests of complaint managers in health facilities |
| Chair: | Oliver Gondolatsch |
| Establishment date: | 01/01/2015 |
| Seat : |
 Stuttgart
|
| Website: | bbfg-ev.de |
The Federal Association of Complaint Management for Health Institutions e. V. (BBfG) represents the interests of complaint managers employed in health facilities with the aim of further professionalizing complaint management . The purpose of the association, based in Stuttgart, is to promote the public health system through exchanges in the area of praise and complaint management in health facilities and the establishment of recommendations for minimum standards for this area.
history
The BBfG was founded on January 1st, 2015 in order to meet the requirements for the praise and complaint management of health institutions. The association emerges from the complaint management network for health facilities, which has existed since April 2006. It serves the exchange of experiences, collegial advice and the targeted training of complaint managers in hospitals. When the BBfG was founded, the nationwide network was placed on a new, independent basis. 1. Chairman of the BBfG is Oliver Gondolatsch. In order to further advance patient orientation in health care facilities, the BBfG initiated and supported the establishment of the Federal Association of Patient Advocates (BPiK) in 2015.
Formal
Complaint benchmark
The BBfG presents the complaint benchmark annually. The statements of complaint managers recorded in it provide information about praise and criticism from patients and their relatives after a hospital stay. The complaint benchmark is collected jointly by BBfG and Inworks. Inworks is the software manufacturer of the Intrafox software, a hospital complaint software. The complete benchmark, including all graphics and images, is available for members of the BBfG in the members area of the BBfG website; for non-members it is available on request from the BBfG.
Regular general meeting
Current issues relating to complaint management are discussed at regular meetings and assistance and advice are given. The speakers are members of the network or external specialist lecturers. The annual spring and autumn meetings of the BBfG are part of the regular general meetings.
Recommendations for minimum standards
The Federal Association of Complaint Management for Health Institutions (BBfG) has issued guidelines for a minimum standard of patient-oriented complaint management in hospitals. The association has thus complied with the demands of the former patient representative Karl-Josef Laumann (CDU), who is now Minister of Health in North Rhine-Westphalia. It should contribute to better conditions in the hospital and thus also to more satisfied patients.
background
In February 2013, the Federal Government made patient-oriented praise and complaint management mandatory for all hospitals in its patient rights law. So far, however, there has been a lack of qualification measures and specifications in the law and associated guidelines. In order to change this, the board of directors of the BBfG founded the “Standards” working group in the first quarter of 2015. The results were presented to the members of the BBfG at the annual general meeting in November 2015, discussed and approved by the BBfG board in January 2016.
Action days and events
Day of the patient
The BBfG calls together with the Bundesverband patient advocates in hospitals eV (BPiK) and the patient portal Saluway annually since 2016 on January 26 health facilities in Germany to participate in the day of the patient on. The aim is to give more attention to the rights of patients in hospitals and to present the work of complaint managers in health facilities.
Patient dialogue
By receiving and processing complaints, the BBfG contributes to an improved patient dialogue. With the Symposium Patient Dialog 2018, a supraregional forum will be created together with the BPiK. Patient advocates, complaint managers as well as clinicians and nurses with management tasks from all over Germany enter into a dialogue in order to discuss their challenges in healthcare facilities. It is also an important sign of the appreciation of the work of patient advocates and complaints managers. As part of the 2018 symposium, the “patient-oriented clinic” award will also be presented for the first time. This award is intended to honor clinics, hospitals and other health facilities that are particularly committed to the needs of patients.
Web links
Individual evidence
- ^ Founding of the Federal Association of Complaints Management for Healthcare Institutions In: rehanews24.de. January 7, 2015, accessed October 2, 2018.
- ↑ "We need an open complaint culture " In: essen.de. August 4, 2015, accessed October 2, 2018.
- ↑ "We are the voice of all patients in Germany" In :heilinessen.de. March 27, 2015, accessed October 2, 2018.
- ↑ Complaint management: What patients complain about In: aerzteblatt.de. January 8, 2018, accessed October 2, 2018.
- ↑ Example benchmark from 2016 on October 20, 2016, accessed on October 2, 2018 (PDF).
- ↑ BBfG offers an insight into the complaints of German hospital patients In: lifepr.de. November 7, 2017, accessed October 2, 2018.
- ↑ Deutscher Ärzteverlag GmbH, editorial office of the Deutsches Ärzteblatt: Complaint management in clinics is often inadequate . In: Deutsches Ärzteblatt . June 21, 2017 ( aerzteblatt.de [accessed October 8, 2018]).
- ↑ Recommendations for the implementation of patient-oriented complaint management in health facilities on March 9, 2018, accessed on October 2, 2018 (PDF).
- ↑ Medical treatment contract - patients get more rights In: bundesregierung.de. February 28, 2013, accessed October 2, 2018.
- ↑ January 26th is "Patient's Day" - numerous offers in North Rhine-Westphalia In: land.nrw, January 25th 2018, accessed on October 2nd, 2018.
- ↑ "It is the patient who defines medicine" In: clinotel-magazin.de. June 1, 2018, accessed October 2, 2018.