Effectively spreading the movement "Skillful mass mobilization" at Vinh City General Hospital
"If the mass mobilization is skillful, everything will be successful, if the mass mobilization is poor, everything will be difficult to succeed" - applying Uncle Ho's teachings, Vinh City General Hospital has organized learning and dissemination to cadres, civil servants, and workers, and at the same time implemented many practical programs and activities, widely and effectively spreading the "skillful mass mobilization" movement throughout the hospital.
Innovation in service style and attitude
In recent times, Vinh City General Hospital has linked the implementation of the emulation movement "Skillful mass mobilization" with the political tasks of the unit, in which patient satisfaction is the driving force and the goal that the Hospital always aims for. Therefore, since Decision 2151/QD-BYT on approving the implementation plan "Innovation in service style and attitude of medical staff towards patient satisfaction" was issued, the Hospital has organized the signing of a commitment to implement the decision and made it public in all departments.
At the same time, the Hospital has been implementing many specific solutions to change the awareness, attitude, and style of patient service of medical staff, train communication and behavioral skills, and improve the spirit and service attitude of civil servants, public employees, and workers.
As soon as you step into the examination department, the customer care team always warmly welcomes you and guides you through the quick examination and treatment procedures. Every day, the customer care team visits each department and room to survey satisfaction and listen to feedback from patients and their families.
In addition, the Hospital has deployed a Customer Care hotline.(1900.9218)with the task of asking about and taking care of all patients after discharge, providing consultation, reminding them of regular check-ups and accepting online appointment bookings. In addition, the hospital also expands all channels to record feedback from patients such as: publicly posting hotline numbers, donation boxes, social networking sites: Website, Facebook, Zalo OA, TikTok, YouTube...
Mr. Tran Van An (67 years old, Nam Dan town, Nghe An) has been regularly visiting Vinh City General Hospital for health check-ups for the past 10 years. He expressed his sincere feelings about the patient care service style of the hospital's medical staff with touching poems, such as: "Forever remember the days of treatment at Vinh City General Hospital", "White shirt love". "Fairies",...
“Since coming to Vinh City General Hospital for medical examination, we no longer have to worry about anything when our health is weak. I am old and weak, so I often have to go to the doctor. My children and relatives live far away, so it is difficult to travel, and I have to move around in a wheelchair. But fortunately, every time I go to the hospital, the staff enthusiastically welcomes me and guides me right from the moment I enter the gate, enthusiastically pushing the wheelchair to each room for quick examination and medicine. When I come to the clinic, I receive the warm, thoughtful examination and detailed instructions from the doctors. We, the patients, are very touched by the kindness of the doctors!”
With the goal of increasingly perfecting the style and service attitude towards patient satisfaction, the Hospital regularly organizes training courses on “Communication skills from the heart in the hospital” for the entire team of doctors and medical staff. Directly sharing in the classes are leading soft skills experts, with extensive experience and new, engaging methods, providing useful knowledge and communication skills for the medical staff.
The courses aim to support medical staff to raise awareness and responsibility in patient care, foster skills in consulting, supporting patients, handling situations, answering questions professionally, thereby satisfying patients and their families. The hospital's medical staff enthusiastically competes in "Actively practicing medical ethics, refining medical skills"; building medical staff with "Smiles from the heart", with a civilized, friendly service attitude, without negativity.
Continue to make constant efforts for the sick
The effectiveness of the “Smart Mass Mobilization” movement has changed the appearance of the hospital, creating clear changes in the awareness, attitude, and service style of the medical staff, thereby bringing maximum satisfaction to patients and their families every time they come for examination and treatment. The image of medical staff is getting better and better, thereby further strengthening people's trust in the medical sector.
Nearly 60 years, a challenging journey that Vinh General Hospital has overcome, with major milestones marking its maturity in all aspects. The hospital has become the only public medical examination and treatment facility in Nghe An to be awarded a Certificate of Merit by the Ministry of Health for "Innovation in service style and attitude of medical staff towards patient satisfaction" in the period 2015 - 2016.
In 2019, Vinh City General Hospital was honored to rank 2nd/5 district hospitals, ranked 12th/60 hospitals nationwide, and was assessed as excellent in patient satisfaction survey; won first prize in the Drama Competition "Propaganda for Medical Staff to innovate service style and attitude" in Region IV (Central - Central Highlands).
The hospital always has a Patient Satisfaction Index in the top 10 nationwide. The hospital quality score has been at the top of the public health care system in the province for 5 consecutive years. Every year, it welcomes over 30 delegations from the Department of Health and hospitals nationwide to visit and study.
To further improve the work of medical examination, treatment and health care for the people in the coming time, the hospital continues to innovate methods of mobilizing and gathering the masses, linking mass mobilization and democracy work with "Studying and following the moral example of Ho Chi Minh" through specific topics.
At the same time, the hospital is constantly striving to innovate and improve the quality of medical examination and treatment services, gradually building and perfecting a "smart", "modern" and "professional" hospital, meeting the maximum needs of patients; becoming a high-quality medical examination and treatment address, where patients not only place their trust in the effectiveness of examination and treatment but are also satisfied with the friendly, thoughtful and dedicated service style./.