Innovation in service attitude and behavioral culture towards patients

(Baonghean.vn) - On the morning of April 22, the Ministry of Health held an online conference "Innovating the style and service attitude of medical staff towards patient satisfaction".

The conference was attended by 716 points nationwide. Comrade Nguyen Thi Kim Tien, member of the Party Central Committee, Minister of Health chaired the conference. The Nghe An point was chaired by Comrade Dinh Thi Le Thanh, member of the Provincial Party Committee, Vice Chairman of the People's Committee.

Many medical facilities in the province participated in the online conference.

Speaking at the opening of the conference, Minister of Health Nguyen Thi Kim Tien stated: This is a particularly important conference in innovating the style and service attitude of medical staff. The conference needs to focus on discussing 7 issues and basic contents on the spirit and ethics of a doctor "taking the patient as the center". The contents of this innovation are the implementation of the Party and State's guidelines and policies. Innovating the style and service attitude of medical staff requires high spirit and responsibility of all levels of sectors, heads of hospitals and the doctors themselves. Hopefully, after this conference, many medical units will sign a commitment to innovation to move towards patient satisfaction.

At the conference, representatives of the Ministry of Health, the Young Doctors Association and the Health Trade Union approved the Report on innovation in medical uniforms; Regulations on the organizational structure, functions and tasks of the customer care unit, the communication department under the hospital social work department; Summary report on the Project to support patients - volunteer green shirts in the hospital; Report on the implementation results of the health sector hotline; Instructions on implementing the commitment "Innovation in style and service attitude of medical staff towards patient satisfaction"; Regulations on suggestion boxes; Health sector union members responded to the commitment to innovate service style and attitude towards patient satisfaction... Representatives of Viet Duc Hospital, Bach Mai Hospital, Central Geriatric Hospital, Cho Ray Hospital, Pham Ngoc Thach Hospital, Central Endocrinology Hospital, Central Pediatrics Hospital, Ho Chi Minh City University of Medicine and Pharmacy Hospital, and People's Hospital 115 also gave comments and suggestions on the above mentioned contents.

The conference promotes the spirit of "taking the patient as the center", renewing thinking, aiming at patient satisfaction.

Concluding the conference, Minister of Health Nguyen Thi Kim Tien emphasized: In the roadmap for medical service prices to be calculated correctly, fully and for universal health insurance, innovation in the service style and attitude of medical staff is inevitable. Innovation will certainly bring satisfaction to patients, through which the medical sector will regain the good image of doctors, creating trust among the people... The Minister of Health requested medical staff to focus on improving communication skills, behavioral culture, following the spirit of "Patients come warmly/ Patients stay attentively/ Patients leave with thoughtful instructions"; Strengthening the friendly relationship between hospitals and patients and their families; Respecting and listening to patients' feedback and concerns. Medical examination and treatment facilities should handle "hotlines" well, continue to innovate methods of collecting information from people through "suggestion boxes"; innovation in medical staff uniforms and signing a commitment to ensure good style and attitude towards patients. The Ministry of Health will issue circulars and guidelines for implementation of these contents in the near future/.

Thanh Son