Nghe An Health Sector: Aiming for patient satisfaction

Over the past time, the entire Nghe An Health sector has been constantly striving in all activities, especially comprehensively innovating the attitude and style of serving patients. To effectively implement this content, the Nghe An Health sector has organized training activities, improved communication skills, hotlines, maintained suggestion boxes, built a civilized style, friendly attitude, and professional skills.

Staff at Vinh City General Hospital guide people in measuring blood pressure. Photo: PV

In addition, the health sector also directed units to strictly implement the regulations on medical uniforms, the slogan "Patients are warmly welcomed, patients are cared for wholeheartedly, patients are given careful instructions when leaving"; at the same time, strengthen administrative reform, apply information technology in hospital management, medical examination and treatment management and health insurance payment, all for the sake of patients and for the development of the unit.

Implementing the industry's policies as well as their own development needs, over the past time, medical facilities have gradually changed their awareness, attitude, and service style. Medical staff have focused on practicing communication and behavioral skills. Medical facilities create the best conditions to help people access quality medical services, creating a good image for medical staff.

In 2017, the Ministry of Health's Policy and Strategy Institute conducted an independent survey at 7 hospitals in Nghe An province on 4 criteria: Satisfaction with waiting time for medical examination, time for medical examination; Satisfaction with service style and attitude of medical staff; Satisfaction with support services inside and outside the hospital; Patient satisfaction with receiving and responding to patient comments. In particular, in January 2018, the inspection team of the Ha Tinh Department of Health conducted an inspection to assess the satisfaction level at 10 general and specialized hospitals in Nghe An province... The inspection showed that after implementing the above criteria, the Nghe An health sector received good feedback from the community about the service attitude of medical staff.

Taking care of patients at the Provincial General Hospital. Photo: Duc Anh

Currently, medical facilities in Nghe An have a fuller awareness of the need to innovate the style and attitude of medical staff in serving patients. This is a legitimate demand of the people, and also a driving force for the development of each medical facility. Each unit has proactively improved, innovated, and professionalized medical examination and treatment activities, focused on training young staff, improved the quality of service provision, and prioritized patient satisfaction.

The solutions that medical units in the province will implement in the coming time are: Building green - clean - beautiful medical facilities to create landscapes and improve the working environment of medical staff, helping people feel secure, comfortable and convenient when coming to see a doctor or receive treatment. Increasing the survey of patients who have completed their treatment. Using information technology in monitoring by recording audio and video... The health sector will have a form of reward for groups and individuals who perform their tasks well and strictly punish groups and individuals who do not complete their tasks and violate the content of "Innovation in style and service attitude of medical staff towards patient satisfaction".

Taking care of patients at the Provincial General Hospital. Photo: D.A

With the roadmap to correctly and fully calculate the prices of medical services in parallel with the implementation of universal health insurance, people have the right to demand the quality of medical services, including the spirit and service attitude of medical staff. Each medical staff must be aware that patient satisfaction is also a matter of survival and the driving force for the development of the unit. In order for hospitals to become a trusted address, the best choice for all people when facing health problems, the "white-coat soldiers" need to improve their expertise and medical ethics, always study together, exchange about style, attitude and communication skills with the motto: "Smile, greet, know how to say thank you, apologize" to apply in practice when interacting with patients.