Northwest Regional General Hospital: Aiming for patient satisfaction

(Baonghean) - Implementing the project "Innovating the style and service attitude of medical staff towards patient satisfaction" of the Ministry of Health, the Northwest General Hospital has developed many specific activity programs, considering this an important task in the work of caring for and protecting people's health.

Implementing the project of the Ministry of Health, the Northwest General Hospital has promptly organized training activities, improved communication and behavioral skills for medical staff, built a hotline, maintained a suggestion box and established a "Youth support for patients" team, a social work team to support patients, their families and medical staff, in order to solve social and psychological problems related to illness and the process of medical examination and treatment.

Comprehensive patient care is given attention, and the attitude and spirit of medical staff in serving patients has been significantly improved. The hospital always focuses on building a civilized and friendly style, attitude and service according to the motto "Patients are warmly welcomed when they come, are taken care of wholeheartedly when they stay, and are given thoughtful instructions when they leave", creating a good impression in the hearts of people when they come to the hospital for examination and treatment.

Comrade Le Minh Thong - Member of the Provincial Party Committee, Vice Chairman of the Provincial People's Committee worked at the Northwest Regional General Hospital on the situation of medical examination and treatment and speeding up the progress of the project to build a new hospital. Photo: Nguyen Binh.

Identifying the Examination Department as the face of the hospital, to shorten the waiting time for people when coming for examination and hospital admission procedures, the hospital applies software to calculate the average examination time for each subject, each examination table, analyze to find the cause to reduce waiting time, increase patient satisfaction.

In the context of many difficulties in physical facilities, the hospital has arranged a large enough space for the Examination Department, arranging activities in a continuous and convenient manner for patients when they come for examination and medical staff in the process of handling work.

At the same time, increase human resources, arrange 5 more examination tables, add many necessary medical equipment to serve patients; apply information technology in taking registration numbers, dividing rooms, arranging patients for examination in each room in order, using barcode system to ensure speed and accuracy.

With the above method, all information related to the medical examination activities of people from the patient's room to the queue number and paraclinical results are displayed on the computer screen, helping people to be more proactive when participating in medical examination at the unit.

Suggestion boxes are placed in all departments and rooms. In addition, the hospital regularly surveys the satisfaction of inpatients and outpatients to receive criticism from patients and their families in order to propose timely solutions, gradually building the hospital to become more and more progressive in all aspects.

The above solutions have brought about clear results in reducing unnecessary procedures and steps, thereby reducing inconvenience and waiting time for patients.

“Bowls of love porridge” reach poor patients at the Northwest Regional General Hospital. Photo: Nguyen Binh.

Building a comprehensive excellent hospital and competing to implement well the 12 medical ethics, 10 pharmaceutical ethics and the code of conduct of the Ministry of Health is one of the tasks that the hospital pays great attention to. This movement has attracted a large number of hospital staff and medical staff to respond. Each medical staff here has improved their professional skills, medical ethics, enhanced their sense of responsibility for their work, and cared for patients. In addition, the hospital also actively participates in humanitarian and charitable activities, maintains the model of "bowl of love porridge" for poor patients, actively contributes to support people affected by storms, floods, natural disasters, Agent Orange Fund, For the Poor Fund, Trade Union Shelter Fund... The live blood bank with more than 100 members is ready to directly donate blood at any time.

Along with improving the service attitude, in 2016 the hospital invested in modern medical equipment such as: 16-slice CT scanner, retrograde endoscopic lithotripsy system, supplemented immuno-biochemical system, blood gas..., applied many new techniques. Blood exchange for neonatal jaundice, surfactant injection in the treatment of respiratory failure in premature infants, thrombolytic treatment for patients with cerebral vascular occlusion, retrograde endoscopic lithotripsy with laser... The hospital carried out 15 scientific research topics of high practical significance. In 2016, the hospital examined 151,628 patients, treated 30,291 inpatients, of which 4,314 were emergency patients, performed 6,500 surgeries, the bed utilization rate reached 179.6%, an increase of about 40-50% compared to the same period.

In 2014, the Northwest Regional General Hospital successfully implemented periodic hemodialysis technique. Photo: Nguyen Binh.

Thanks to the continuous efforts of all party members and officials, in 2016, the Party Committee of the Northwest General Hospital achieved the title of Strong and Clean; the unions achieved Strong and Clean; the hospital achieved the title of Excellent Hospital.

As a grade II hospital located in a densely populated area of ​​the province, the Northwest Regional General Hospital constantly develops medical science and technology, innovates its style and attitude, and improves the quality of patient service.

In 2017, the hospital will move to a new facility with a synchronous infrastructure system. This is an important step for the hospital to develop to a new level. The quality of medical examination and treatment will certainly continue to be improved, meeting the medical examination and treatment needs of ethnic people in the Northwest region of the province.

Nguyen Binh