Efforts to improve quality, aiming at patient satisfaction

(Baonghean) - Vinh City General Hospital is currently a trusted address providing high-quality medical services, meeting the needs of medical examination and treatment for people in the city, localities in the province and neighboring provinces; is the only public medical examination and treatment facility in Nghe An to receive a Certificate of Merit from the Ministry of Health for "Innovation in service style and attitude of medical staff towards patient satisfaction" in the period 2015 - 2016.

» Letter from parishioners to Mr. Nguyen Dinh Thuc

Continuously improve the quality of medical examination and treatment

Every day, Vinh City General Hospital receives an average of 800 - 1,000 patients for examination and treatment. As one of the medical facilities with the largest number of patients in the province, patients are always satisfied with the quality, examination and treatment process and service attitude of the staff here. In order to meet the increasing demand for medical examination and treatment (KCB), health care of the people, in the past year, the Hospital has made efforts to innovate in many aspects: investing in renovating, upgrading and expanding departments and rooms; adding 10 more examination rooms, waiting rooms of the examination area and examination rooms are fully equipped with equipment and amenities (air conditioning, fans, automatic water purifiers, free wifi, TV...).

Customer care department of Vinh City General Hospital guides and advises people coming for examination and treatment. Photo: Dinh Nguyet

In recent times, Vinh City General Hospital has invested in modern machinery and medical equipment and the hospital currently has 4 operating rooms that meet international standards. The hospital has continuously improved its medical examination and treatment procedures, while implementing many new and specialized techniques such as: Total and partial hip replacement; surgery to remove chronic epidural hematoma; gastrectomy, colon resection with lymph node dissection due to cancer; extracorporeal lithotripsy with dual-positioning lithotripsy; artificial kidney dialysis; magnetic resonance imaging; specialized tests to diagnose infectious diseases, heart failure, and coronary artery disease. In particular, the hospital is completely in charge of the Urology department, creating a prestigious brand.

To improve the quality of medical examination and treatment, reduce the burden on upper-level hospitals, the Hospital always focuses on training human resources, has preferential policies, and special support for doctors who go to postgraduate study. At the same time, strengthen coordination with upper-level hospitals, with leading experts to directly consult and perform surgery on many difficult cases, to best meet the needs and wishes of patients. Thanks to that, the quality of examination, treatment, and service provision is constantly improved and enhanced.

By doing a good job of admitting patients, forecasting the situation, arranging and allocating human resources reasonably, Vinh City General Hospital has become a trusted medical address for patients. With a scale of 230 beds, there was a time when the number of patients increased dramatically to over 1,200 patients/day, 600 inpatients, but the hospital made great efforts to meet the medical examination and treatment needs of the people.

Vinh City General Hospital has invested in a system of modern medical equipment and machinery. It is the first district hospital in the province to invest in an MRI machine for medical examination and treatment. Photo by Dinh Nguyet.

With its strong development, Vinh City General Hospital is the first unit in the Nghe An health sector assigned by the Provincial People's Committee to implement the mechanism of full autonomy in regular expenditure. This is a turning point in the hospital's development process, affirming the quality of service provided by the unit. In the first year of implementing financial autonomy, the hospital has set aside and effectively used the career development fund to reinvest in purchasing additional modern and specialized medical equipment, and training human resources to meet the increasing needs of customers.

Pioneer in innovation of service style and attitude

Patients who come to visit and receive medical examination at Vinh City General Hospital are always taken care of attentively and wholeheartedly right from the beginning. Mr. Nguyen Viet Quy, 50 years old (Ben Thuy Ward, Vinh City) has heart disease and is being treated at the hospital and is really satisfied with the quality of service and the attitude of the medical staff here. He happily said: "Coming to the hospital for examination and treatment, the procedures are quick and simple, we don't have to wait long. The doctors, nurses and medical staff are very dedicated and thoughtful in guiding, consulting and examining patients thoroughly, making patients feel really secure and satisfied because of the attentive service."

Ms. Nguyen Thi Cuc, 66 years old, has cerebral circulatory insufficiency and needs regular check-ups and treatment, so she chose Vinh City General Hospital. She shared: “The hospital rooms here are clean, fully equipped, and have a clean and beautiful campus, so patients can comfortably recover. The medical services are of very good quality, so we confidently choose to come here for treatment...”.

With the motto of taking patient satisfaction as a measure to evaluate the effectiveness of medical examination and treatment and hospital quality, in recent times, Vinh City General Hospital has directed the effective implementation of the Ministry of Health's Plan on "Changing the style and service attitude of medical staff, towards patient satisfaction". This is the first medical examination and treatment facility in the province's health sector to deploy an effective customer care department. Therefore, when visiting the hospital, people are guided and consulted by the hospital's customer care staff on medical examination and treatment services, and health education communication.

Vinh City Hospital ensures the implementation of difficult techniques in treatment. Photo: Dinh Nguyet

In order to minimize inconvenience to patients, the hospital has deployed IT applications in medical examination and treatment activities. On the basis of deploying a synchronous LAN network, the hospital has installed additional camera control systems and automatic numbering in all departments and rooms. Adding specialized management software to the Laboratory and Imaging Department, connecting to the LAN system, effectively reduces the waiting time for clinical results. The hospital also reduces meetings, arranges reasonable handovers, and focuses on medical examination and treatment activities; creating an effective change in changing service style and attitude, ensuring security and order in the hospital.

Discussing the hospital's development orientation in the coming time, Mr. Nguyen Hong Truong - Director of Vinh City General Hospital said: The hospital continues to improve, innovate, and professionalize medical examination and treatment activities, improve the quality of service provision, aiming at patient satisfaction. Focus on in-depth development orientation in a number of specialties, with its own brand. In addition, strengthen management, ensure stable revenue, and gradually increase income for staff and employees. With the goal of building Vinh City General Hospital to meet the standards of a Grade II General Hospital, with a structure of 280 beds; the hospital quality reaches level 3 complete; basically meeting the criteria of a "Green - Clean - Beautiful" hospital.

Dinh Nguyet