More than 87% of patients are satisfied with medical examination and treatment services
(Baonghean.vn) – On the morning of July 19, the Ministry of Health held an online conference to review the implementation of “Innovation in the attitude and service style of medical staff” and deploy “Green - clean - beautiful medical facilities, towards patient satisfaction”.
Comrade Nguyen Thi Kim Tien – Minister of Health chaired the conference. Attending the conference were delegates from 715 connecting points of 63 provinces and cities nationwide.
At Nghe An bridge, comrade Le Minh Thong - Member of the Provincial Party Standing Committee, Vice Chairman of the Provincial People's Committee chaired. Also attending were leaders of the Department of Health, related departments and branches, and leaders of general, specialized, non-public hospitals, provincial medical centers and 2 branches...
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| Conference scene at Nghe An bridge point. |
After 1 year of implementing "Innovation in attitude and service style of medical staff", the awareness and commitment of leaders of medical examination and treatment facilities, communication skills of medical staff as well as the quality of medical examination and treatment services and recognition of patients have many positive changes.
Accordingly, in most hospitals, information related to procedures, processes, times and locations of medical examination and treatment are increasingly clearly posted; hospitals have shortened the steps in the medical examination and treatment process; patient waiting time has decreased; facilities in medical examination areas have been improved...
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| Medical staff advise and guide patients to use medical services at Vinh City General Hospital. |
However, the response capacity of medical examination and treatment facilities is still limited. The physical facilities are degraded and inconsistent; there is a lack of medical staff; there are still arrogant and scolding behaviors towards patients; there is a lack of skills to deal with media incidents; there is no initiative to provide information to guide public opinion...
Besides, there are also shortcomings in policy mechanisms in the field of medical examination and treatment.
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| Using robots in diagnosis and treatment at Nghe An Oncology Hospital. |
The conference also deployed a plan to build a green, clean, and tidy medical facility, aiming at patient satisfaction. Accordingly, the Ministry of Health has developed 40 criteria, divided into 6 contents: Green, Clean, Waste Management, Beautiful, Implementation Content and Bonus Point Content. The contents will be trained and implemented in the third and fourth quarters of 2016, and will be tested and scored in the third quarter of 2017.
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| Minister Nguyen Thi Kim Tien concluded the conference. |
Concluding the conference, Minister of Health Nguyen Thi Kim Tien requested: Local Health Departments to strengthen training in communication and behavioral skills, maintain, consolidate and improve hotlines and suggestion boxes; promote communication; rectify outsourcing activities; all medical examination and treatment facilities, preventive medical facilities, training facilities and research facilities that conduct medical tests from the central to commune and ward levels must focus on implementing green - clean - beautiful criteria according to regulations.
| The results of the independent evaluation program showed that 87.6% of patients expressed satisfaction with the medical examination and treatment services at the 10 surveyed hospitals. The dissatisfaction rate was only 1%. Of which, the satisfaction rate of 4 central hospitals reached the lowest level (82%). The highest satisfaction rate was at 3 provincial hospitals (95.6%). The satisfaction rate at district hospitals was 90%. With this level, the satisfaction index of the hospitals has soon met the Government's administrative reform requirements (>80% by 2020). |
Phuong Chi
