Nghe An Oncology Hospital: Quality affirms the brand.

Dedicated and steadfast in our commitment to patient quality and safety.

On July 31, 2017, the Hospital Quality Management and Social Work Department (QM&SD Department) of Nghe An Oncology Hospital was established. With many efforts in building, perfecting, and clarifying its functions and tasks, the department has achieved remarkable results; and the two departments have always maintained close coordination and support. However, in order to improve and enhance the quality of medical examination and treatment and better meet the healthcare needs of the people, and to implement the directives of the Ministry of Health, on February 28, 2022, the Director of Nghe An Oncology Hospital signed a Decision to establish the Hospital Quality Management Department (based on the former QM&SD Department).

Looking back on the journey of implementing quality management standards and criteria at Nghe An Oncology Hospital, MSc. Dr. Tran Ba ​​Kien - Head of the Quality Management Department, shared that it was a challenging journey, especially in the early days when the hospital was a new medical facility, facing many difficulties in terms of human resources, facilities, and the increasingly high demands of cancer patients - a group of people who already bear a lot of pressure on their health and mental well-being.

According to Dr. Kien, the biggest challenge at the beginning is not establishing procedures or documentation systems, but rather working with people and changing habits."Do"Quality management is about changing mindsets, and that has never been easy."Dr. Kien said, "In the early days, many staff members thought quality management was simply about inspection or supervision, without realizing the core value of this work: ensuring patient safety, standardizing procedures, and contributing to enhancing the hospital's reputation."

Faced with this challenge, and with the attention and guidance of the Party Committee and the Hospital's Board of Directors, the Quality Management Department determined that quality doesn't stem from slogans, but begins with concrete changes in the eyes, words, gestures, and actions of staff. Each healthcare worker learns to listen, understand, and "put the patient at the center." Introducing the AIDET model to standardize communication, organizing in-depth training programs on emotional management skills and behavioral culture, and conducting monthly satisfaction surveys have created a noticeable transformation. These quiet but persistent changes have increased the inpatient satisfaction rate from 93.1% in 2019 to nearly 99.5% in 2025.

Alongside the improvement in service attitude is the seriousness in building a safe working environment. The seemingly simple 5S model has become a crucial foundation in hospital management. From the "5S Competition" to annual 5S training sessions, and regular quarterly evaluations, the hospital space has become more organized and efficient. Patient Nguyen Van Hop (Internal Medicine Department I) said:"I've been hospitalized for over 3 months.Okay. He's receiving treatment.Seeing the green, clean, and beautiful hospital environment, and the spacious and clean patient rooms, made me feel less suffocated and more at ease.than…”.

Recognizing that enhancing a quality culture is the main foundation in the "quality journey," the Quality Management Department continuously promotes and diversifies internal communication, issues the Hospital Quality Manual, and regularly organizes training courses on 5S, patient safety, incident management, etc. Processes are standardized, coordination between departments is closer, and the spirit of "for the patient" has spread into a shared value.“For the nursing staff, we always work closely together to ensure the effectiveness of patient care. In particular, we focus on inspecting, monitoring, and supporting departments in improving the quality of care, thereby contributing to overall quality improvement and patient satisfaction.”"Head nurse Chu Thi Dung - Internal Medicine Department 3 shared.

Building upon that foundation, the Quality Management Department also organized the "Quality Improvement Initiative" competition – a crucial piece in creating a new image for the hospital. Over four seasons of the competition, 145 improved products were developed, many of which have been replicated, such as "The Wise Patient," "Smart Medicine Cabinet," "Improved Conversations about Serious Illnesses," and "Online Patient Information Board," significantly contributing to shortening waiting times, streamlining procedures, and enhancing patient satisfaction.

In 2023, the development and application of the 2.0 version of the Quality Criteria Set, comprising 18 quality criteria for departments, wards, and centers, became a major breakthrough. The average evaluation score increased steadily each year: 4.27 in 2023; 4.29 in 2024. Also in 2023, surpassing more than 500 quality improvement projects nationwide, the hospital won two second prizes at the 5th National Poster Competition on Hospital Quality Improvement Projects. Simultaneously, it was honored as the hospital with the best report among 156 reports and presented it directly at the National Forum on Hospital Quality Management.

In 2025, the hospital continued to affirm its reputation by being one of the three hospitals selected by the Nghe An Department of Health to participate in the conference summarizing and evaluating 10 years of implementing the "National Action Program to improve quality management capacity".medical examination and treatmentThe "Period up to 2025" exhibition was organized by the Ministry of Health. At this event, the hospital was honored to be selected by the Ministry of Health to display a standee and video, showcasing the outstanding achievements in the unit's quality improvement journey.

Modernizing the quality systemaccording to international standards- A new way of thinking in the journey of patient care.

Beyond its professional expertise, Nghe An Oncology Hospital continues its strong transformation in infrastructure and technology with the inauguration of Phase II, boasting over 1,000 beds meeting international standards, a comprehensive system of equipment, electronic medical records, online appointment scheduling, cashless payment, and QR code information lookup. The hospital is gradually moving towards a smart hospital model, where technology serves the safety, efficiency, and convenience of patients.

Discussing efforts to improve quality management, Dr. Nguyen Viet Binh, Deputy Director of the hospital, affirmed:"Hospital quality management is a core solution for improving the effectiveness of medical examination and treatment and patient satisfaction. With a patient-centered approach, professional and patient care activities at Nghe An Oncology Hospital are increasingly standardized in line with international integration trends.The application of precision medicine, artificial intelligence, and big data in improving the quality of diagnosis and treatment for patients.Every change, every initiative, stems from a desire to make"Patients' experiences in hospitals are becoming increasingly smoother, safer, and more effective.".

In the near future, Hospital Nghe An Oncology Hospital continues to improve its quality towards achieving international standards by standardizing its quality management system according to advanced models such as JCI and ACHS; building and operating a data-driven quality measurement index system. Alongside this, it is strengthening the application of information technology in monitoring, reporting, and improvement. Departments, wards, and centers continue to promote training on patient safety and quality improvement; developing a quality culture throughout the hospital. It is strengthening cooperation and learning from the experiences of internationally accredited units; and continuously improving patient experience and satisfaction levels.

Thanks to its positive contributions to improvement over the years, the quality of medical examination and treatment at Nghe An Oncology Hospital has continuously improved; the style and attitude of medical staff have become increasingly professional, friendly, and attentive, making it a trusted address for cancer patients in and outside the North Central region.