Administrative reform, towards patient satisfaction

(Baonghean.vn) - On the afternoon of September 29, the provincial administrative reform inspection team had a working session with Nghe An General Friendship Hospital.

Identifying patient satisfaction as a decisive factor in the development of the unit, in recent times, the Party Committee of Nghe An General Hospital has directed the introduction of many breakthrough solutions such as: conducting patient satisfaction surveys; organizing training to improve communication and behavioral skills for medical staff; promptly handling and resolving people's feedback through hotlines; publicizing, simplifying and cutting down administrative procedures.

Working scene.

In addition, on May 9, 2016, the Hospital established an Administrative Reform Steering Committee; organized monitoring, inspection, supervision, and urged departments to effectively implement the Project "Innovation in service style and attitude of medical staff towards patient satisfaction".

Associate Professor, Dr. Nguyen Van Huong - Deputy Director of the Hospital reported on the results of administrative reform work of the unit.

Identifying the reform of medical examination and treatment procedures as a key step, in recent times, the Hospital has focused on investing in modern facilities at the Examination Department; implementing a "one-way, one-stop" process, many cumbersome administrative procedures have been cut, so patients coming for examination do not have to jostle and wait.

In order to promptly resolve any problems that may arise during the examination and treatment process, since 2015, the Hospital has been determined to thoroughly handle the information reported through the hotline. Also in this year, the Hospital received 92 recommendations and reports, all of which were promptly handled by the Hospital. Also from this information, the Hospital's Emulation Council investigated, verified and disciplined 5 medical staff.

In the first 8 months of 2016 alone, the hospital received 117 complaints via the hotline and investigated and resolved 100% of the complaints.

The working group inspected the records of Nghe An Provincial General Friendship Hospital.

The drastic implementation of administrative reform has contributed to changing the attitude and behavior of hospital staff towards patients, thereby improving the quality of medical examination and treatment.

However, there are still cases where doctors and medical staff have not really changed their manners and attitudes when examining and consulting patients. The medical staff has not paid much attention to administrative reform issues in medical examination and treatment. The application of IT has not really been effective.

Doctors at Nghe An General Friendship Hospital examine patients.

Through the inspection, the working group requested Nghe An General Friendship Hospital to have consistent and drastic direction, strengthen monitoring, supervision and inspection of administrative reform; create clear changes in discipline and administrative discipline. Strengthen the application of IT in medical examination and treatment activities, use of public services, best serve patients and people...

Thanh Le