Between 2002 and 2007, the management of King Chulalongkorn Memorial Hospital implemented a policy to establish an internal department responsible for risk management within the hospital. This department was called the “Risk Management and Patient Safety Unit” and worked collaboratively with all other departments within the hospital. Its office was located on the 18th floor, Room 1808, of the Por Por Ror Building. The department’s operations gradually expanded, and on January 10, 2013, it was officially approved by the Thai Red Cross Society under Thai Red Cross Order No. 54/2013 to be established as the Risk Management and Patient Safety Center.

Missions

1. Manage the risk management system in accordance with relevant standards, laws, and regulations, ensuring alignment with the hospital’s strategies.
2. Handle complaints from patients and service users related to services, medical treatments, and other relevant matters.
3. Manage negotiations and mediation through peaceful methods to foster mutual understanding and good relationships.
4. Support statistical data related to adverse events and complaints for use in management, academic development, and research.

Operations

1. Manage incident reports by designing the reporting system, collecting statistical data, analyzing statistical trends, providing feedback, and presenting the information to hospital management, committees, departments/centers, and various hospital units.
2. Support and collect data for root cause analysis (RCA) to prevent the recurrence of incidents and ensure sustainable safety for patients and service users.
3. Manage complaints from patients, service users, and external organizations by receiving complaints through various channels, investigating the causes of problems, understanding the issues, resolving them promptly, and coordinating with the complainant to address initial concerns.
4. Prepare complaint reports and inform the relevant departments to gather facts and improve services, ensuring a written response is provided to the complainant for clarification and understanding.
5. Promote, support, and manage the mediation process between patients, their families, and the hospital using peaceful methods.
6. Facilitate and ensure that patients receive assistance and remedies according to agreements, adhering to professional standards, humanitarian principles, and the policies of Chulalongkorn Hospital, ensuring patient safety.
7. Support statistical data related to adverse events and complaints for use in management, academic development, and research by personnel at Chulalongkorn Hospital and the Faculty of Medicine, Chulalongkorn University.