Nghe An's health sector is improving its service style and attitude towards patients.
On May 5th, the Nghe An Department of Health organized a training course to improve service style and attitude for nearly 250 officials, leaders, and professionals throughout the province. The main objective was to create a substantive transformation in behavioral culture, using empathy and patient satisfaction as a measure of value.
Currently, patient satisfaction in Nghe An province is over 93%, but there are still shortcomings and limitations. Specifically, in some facilities, the communication skills of medical staff are still inconsistent, their handling of situations is sometimes rigid, and they especially lack empathy for patients.
In his opening remarks at the training course, Dr. Nguyen Huu Le, Deputy Director of the Department of Health, stated: The reform of service attitudes is not a temporary trend but must become a regular activity, forming a unique cultural identity for each unit based on the common standards of the industry.
The training program focuses on three core content areas to comprehensively standardize the image of healthcare professionals, including: Empathetic Leadership (identifying the role of leadership in changing the unit's culture; equipping individuals with emotional management and conflict resolution skills to effectively handle difficult situations).
Professionalizing work style (Shifting mindset from "service provider" to "service provider," standardizing everything from body language to friendly welcoming attitude); Streamlining communication with a 5-step standard communication model (Greeting – Introduction – Time Information – Explanation – Thank you).
The Nghe An Department of Health requires that after the training session, all units must conduct internal retraining, avoiding mere formality. Changes in service attitude will be closely linked to periodic inspections and evaluations, and the responsibilities of the head of each medical facility will be clearly defined.
