Innovation for patient satisfaction

(Baonghean) - In the past 2 years, from focusing on investment resources, creating a working environment, attracting staff, perfecting the leadership, promoting "medical ethics and service attitude", Vinh City General Hospital has undergone rapid and strong changes; increasingly becoming a reliable medical examination and treatment address for the people.

Radical innovation

Doctor Nguyen Hong Truong - Director of Vinh City General Hospital said: Since the Ministry of Health issued Decision 2151 approving the implementation plan "Innovation in style and service attitude of medical staff towards patient satisfaction", and the Department of Health issued Plan No. 1523 to implement the above decision, Vinh City General Hospital has clearly identified this as a "golden opportunity" to build the image of a "beautiful" hospital in the hearts of the people of Vinh City and surrounding areas. And the hospital decided to innovate drastically.

The campus of Vinh City General Hospital is increasingly green - clean - beautiful.

In order for the spirit of innovation in service style and attitude to become self-conscious, professional and bring about practical results, the Party Committee - Board of Directors of Vinh City General Hospital immediately established a steering committee with the full participation of departments, divisions and organizations. This committee is headed by the hospital director. Next, it is necessary to develop and deploy a detailed and clear plan to implement the innovation; have synchronous solutions to widely propagate to all cadres, civil servants and workers; include the innovation content in the monthly resolution of the Party Committee, have inspection and supervision, and link this content with monthly emulation evaluation.

In implementation, the hospital has had effective solutions: In addition to training all cadres, civil servants, and employees on communication skills, behavior, and clinical practice skills, the hospital has organized training for all cadres, civil servants, and employees on "Culture of behavior in the integration period"; organized a commitment to implement "Innovation in style and service attitude of medical staff towards patient satisfaction" seriously, with full members; established a "Customer Care" team with 9 members, under the nursing department, to guide, instruct, and consult on health, consult on the hospital's medical examination and treatment services, and be in charge of operating all number dialing activities, collecting opinions and surveying patient satisfaction.

Modern diagnostic imaging system.

Since the Ministry of Health issued Decision 1313 on the issuance of guidelines for implementing medical examination procedures at the examination department, the hospital has renovated the entire examination area, fully installed air conditioning in the examination rooms and waiting halls; rearranged the examination process to create the most favorable conditions for patients, shortened waiting time, and reduced inconvenience for patients... Nearly 1 billion VND was spent on sewing uniforms for officers and civil servants in the entire unit, in accordance with regulations on medical uniforms. In order to closely and seriously monitor the implementation of the innovation plan, the hospital always maintains, consolidates, and receives feedback from the people through the suggestion box, through the hospital hotline, the industry... and promptly handles and resolves all feedback and suggestions from patients and their families. In addition, the hospital has invested a relatively large amount of money to install a surveillance camera system in all departments and rooms, with special attention paid to sensitive locations, crowded areas, and treatment rooms.

People's trusted address

With drastic innovation towards patient satisfaction, up to now, Vinh City General Hospital has made great progress in all aspects. Through renovation and upgrading, the hospital has 10 more examination rooms, bringing the total number of examination rooms to 18, with full modern medical equipment, central air conditioning (ceiling), automatic drinking water filtration system, free Wifi, reception desk - central operation by the "Customer Care" team, spacious, airy waiting room, full of fans, air conditioning, private public restrooms... Currently, each examination room only examines 50 - 60 patients/day. In the face of prolonged heat in Vinh city, recently, the hospital has installed air conditioners in all treatment rooms. Sanitary facilities in departments and rooms have been renovated and replaced.

Customer care department is always ready to help and support patients.

The hospital has fully installed automatic numbering and control systems in all departments of the examination area (reception, examination rooms, hospital fee payment, drug dispensing...); the department of diagnostic imaging and the department of testing... Patients are comfortable, confident in fairness and science, without any interruption, jostling, or pushing. At the department of testing and diagnostic imaging, the hospital has separately purchased specialized testing management software to apply maximum technology to all stages of the testing process, minimizing the time to return results. Therefore, although the number of outpatient examinations can reach 1,200 patients a day, and the number of morning examinations is about 800 patients, all are resolved in the morning.

The hospital organizes a suitable work schedule to focus maximum time on serving patients. Patients are paid immediately after discharge, all administrative procedures that are lacking when the patient has entered the department are fully completed by the department staff. Since its establishment, the "Customer Care" team has always been satisfied and praised by the people and patients, making patients feel respected, close and thoughtful. Currently, the hospital is the medical examination and treatment facility with the largest number of patients coming for examination in the province.

Doctor Nguyen Hong Truong added: Vinh City General Hospital is submitting to the Ministry of Health for consideration of a Certificate of Merit for implementing "Innovation in style and service attitude of medical staff towards patient satisfaction" in 2015 - 2016.

Thanh Son