Vinh City General Hospital: Constantly innovating for patient satisfaction

Hospital medical staff strive to study, set good examples of friendliness, thoughtfulness and dedication to patients, and take the initiative for community health.

Hospital medical staff always consider patients as their family members. Photo: My Hanh

For the health of patients and the community

For a long time, "patient satisfaction" has been the driving force and goal thatVinh City General Hospitalset and aim for. Therefore, since the Ministry of Health issued Decision 2151/QD-BYT in 2015, the Hospital has proactively implemented“Innovating the service style and attitude of medical staff towards patient satisfaction”. At the hospital, the innovation competition movement has been taking place enthusiastically and with quality. Each department, each medical staff has built their own plan, goals and action program, striving to serve the patients.

In implementing the movement, there have been many groups and individuals in the hospital who are truly typical examples for the patients and the health of the community. Laboratory technician Nguyen Ngoc Hai is such a person. In his professional work, technician Nguyen Ngoc Hai always tries to excellently complete the assigned tasks...

Laboratory technician Nguyen Ngoc Hai always tries his best to complete assigned tasks well. Photo: Thanh Chung

In recent years,Vinh City General Hospitalhas truly become a trusted address for patients in and outside the province. Therefore, the number of patients coming here for examination and treatment is very large every day, ranging from 1,700 to 2,200 patients. In order to not let patients wait too long, every day, technician Nguyen Ngoc Hai as well as many hospital staff try to arrive early to get to work right away. The distance from Hai's house to the hospital is quite far (35km), but he himself "has never been on time" and often arrives 30 minutes earlier than the scheduled time.

In the early morning hours, from 7-9am, Nguyen Ngoc Hai is assigned to the blood testing department. Sympathizing with anxiety, stress, and the feeling of “loss”, he always tries to perform the procedure as gently as possible, helping patients not feel pain; the operations are precise, scientific, and effective, to reduce the waiting time of patients... From 9am to 12pm, this is the time when Mr. Hai returns to the system of machines to process histopathology, patient biopsies, prepare specimens, and produce slides to help doctors detect cell abnormalities, from cancer to other infectious diseases.

Technician Nguyen Ngoc Hai shared: The work is over, not the time is over, as long as there are patients, there is still service. Photo: Thanh Chung

Working hard all day with machines, but technician Nguyen Ngoc Hai himself seems to never get tired. He always maintains his attention, high concentration and a smile on his lips. Technician Nguyen Ngoc Hai shared: The regulation is to work 8 hours a day, but in reality, laboratory staff in particular and hospitals in general always work overtime with the motto of "Putting patients at the center; Seeing patients as family members", "The end of work, not the end of time, as long as there are patients, there is still service".

LIVEVinh City General Hospital, in addition to his dedication to work, technician Nguyen Ngoc Hai is also known as an example of volunteering for public health. Recently, the Nghe An medical staff delegation spent 24 days (from August 20 to September 14, 2020) in Da Nang City to help the locality fight the Covid-19 epidemic. Hai is one of 16 staff members of the delegation volunteering to fight the epidemic.

Taking blood for testing for Ms. Nguyen Thi An, 27 years old, in Vinh city. Photo: Thanh Chung

Technician Nguyen Ngoc Hai confided: I just think that since I am young, I need to try to contribute to society and the common cause. So when I heard that the Department of Health was organizing a reinforcement team for Da Nang City, I volunteered to go immediately and was fortunately selected. In Da Nang, I was assigned to the Lung Hospital; performing the task of operating a biochemical testing machine for Covid-19 infected patients to produce indicators to help doctors treat effectively. In addition, I also participated in taking samples for medical staff.

In the dangerous epidemic situation, the working conditions are very stressful, but I and the Nghe An Medical Staff Working Group are very happy to directly join hands and contribute to helping Da Nang City push back Covid-19... If in the future, unfortunately, Nghe An has Covid-19 patients, I am ready to volunteer to take on the task again. In the immediate future, I have been, am and will continue to try to learn expertise, improve my qualities to continue to serve patients better - Technician Nguyen Ngoc Hai affirmed.

Create maximum convenience for patients

At the hospital, all procedures from medical examination and treatment to payment and medication collection are carried out quickly and neatly. Photo: Vinh General Hospital

Ms. Nguyen Thi An (27 years old, in Vinh city) - the person whose blood was taken for testing by technician Nguyen Ngoc Hai when she came for a medical examination atVinh City General Hospitalexpressed satisfaction: Coming to the Vinh City General Hospital for medical examination, patients no longer have to worry about anything when they are warmly welcomed, guided carefully and enthusiastically by medical staff; doctors examine meticulously, gently, and give careful instructions; taking medicine and medical examination and treatment procedures are all very quick. When coming to the hospital, we patients are truly served as attentively as relatives.

Leaders of the Ministry of Health and Nghe An province visited the exhibition on Information Technology Applications of Vinh General Hospital. Photo: Thanh Chung

The implementation of "Innovation in service style and attitude of medical staff towards patient satisfaction" at Vinh City General Hospital has really been effective and increasingly towards professionalism in health care for patients.

Specifically: The hospital regularly organizes propaganda activities to reform service attitudes, training courses on "Professional patient care services", training courses to improve communication skills, behavioral culture and situation handling skills for all staff.

Vinh General Hospital actively surveys patient satisfaction. Photo: My Hanh

With the motto "Always listen, share and constantly improve", providing perfect health care services for patients. Every day, the hospital's customer care staff visit each department and room to survey satisfaction, grasp information about the health status and difficult circumstances of patients, and listen to feedback from patients and their families to build an increasingly better hospital.

Since June 2018, the hospital has deployed a customer care hotline (1900.9218) with the task of asking about and taking care of all patients after discharge, providing health advice, listening to comments, reminding about regular check-up schedules and accepting online appointment bookings.

Collecting patient's opinions during treatment. Photo: Vinh City General Hospital. Photo: My Hanh

Doctor Nguyen Hong Truong - Director of Vinh City General Hospital shared: Aiming for satisfaction and maximum response to patients, in recent years, the Hospital has continuously developed specialized technical services, improving treatment efficiency. The Hospital has pioneered scientific research, implementing new specialized techniques at the provincial and central levels to facilitate patients such as: Endoscopic surgery to remove kidney stones through the skin using a small tunnel; Endoscopic surgery to remove enlarged prostate with a bipolar electric scalpel using completely physiological saline solution; Endoscopic surgery to vaporize enlarged prostate with laser energy, artificial kidney dialysis, microbiological testing system, pathological anatomy...

Currently, Vinh City General Hospital performs about 6,000 surgeries for patients each year. Photo: Thanh Chung