For patient satisfaction

(Baonghean) - Aiming at patient satisfaction, in recent times, Nghe An Health Sector has focused on improving communication skills, behavioral culture, strengthening friendly relationships between hospitals and patients and their families; Respecting and listening to patients' feedback and concerns... but there are still many concerns and worries, requiring the sector to continuously make efforts in the coming time.

On July 19, Nghe An Health Department organized a voluntary blood donation campaign at the Provincial Hematology and Blood Transfusion Center with the theme "Pink Drops of White Blouse", with the participation of more than 900 cadres, doctors and nurses from 33 medical facilities in Vinh City... Among those who came to donate blood directly, there were many examples of medical ethics, many doctors and nurses who had donated blood many times to save patients and many young doctors and nurses. Doctor Vi Van Que, Director of Nghia Dan Medical Center shared: Donating blood to save people is a noble act, so everyone enthusiastically participates. More than anyone else, doctors and nurses understand the importance of donating blood to save patients. Regardless of position or age, as long as they are healthy enough, all health workers carry out this voluntary activity.

With the message "Connecting Vietnamese blood", the 2015 blood donation festival "Pink Drops White Blouse" collected 687 units of blood. This is not the first time that Nghe An Health sector has organized for cadres, doctors and nurses to donate blood to save lives, but this festival is the largest blood donation event, with educational significance about the spirit of volunteerism, mutual love, and devotion to patients. The festival clearly shows that "serving patients" is no longer an obligation but has become a sacred duty of each cadre in the health sector; demonstrating the example and leadership of the heads of health units for cadres, doctors and nurses to follow; as well as the policy of innovating the management style of health units, innovating the working style and manner of cadres, doctors and nurses has become a practical action.

Caring for patients on hemodialysis at the Provincial General Hospital.

At Yen Thanh General Hospital, the improvement of the medical examination and treatment process has really reduced the inconvenience and waiting time for patients. The hospital has also built a new medical examination process, reducing from 10 steps to 6 steps; implementing automatic number taking, electronic number boards to create transparency and convenience; building a culture of proper communication, the image of friendly, enthusiastic, sharing and sympathetic doctors and nurses; increasing the number of examination rooms, after-hours examinations, focusing on the quality of medicine, good treatment for patients, thereby reducing the number of patients going beyond the prescribed level.

Similarly, the Northwest Regional General Hospital has also strengthened quality management, so incidents in the hospital such as professional incidents, communication incidents, and incidents in the use of equipment have decreased significantly compared to previous years, and the patient satisfaction index according to the survey reached 97%.

Doctor Tang Viet Ha, Director of the Northwest General Hospital, said: The issue of medical ethics and codes of conduct is considered by hospital leaders as a vital factor affecting the quality of medical examination and treatment, reputation and image of the unit. The hospital has thoroughly and regularly disseminated the issue of improving medical ethics and codes of conduct for staff, physicians and doctors. Training sessions, seminars and competitions on medical ethics and codes of conduct play a very important educational role for staff, physicians and doctors. In addition, the hospital is very interested in charity and humanitarian work. The hospital cooperates with the Red Cross Society of the town and the Association of Small and Medium Enterprises to develop the "bowl of love porridge" program for poor patients. In 2014, more than 4,000 porridge portions were provided to poor patients and patients in difficult circumstances. In particular, members of the hospital's blood bank are always ready to save patients' lives when requested.

At Nghe An Endocrinology Hospital, the number of patients coming for examination and inpatient treatment is large every day, but everyone feels comfortable. Patient Hoang Thi Binh (57 years old), in Nghi Phuong commune, Nghi Loc district, has diabetes, severe complications, affecting her health and spirit, but at the hospital she is taken care of attentively and wholeheartedly like a relative. Ms. Binh expressed her gratitude: Since her treatment until now, there has never been anything to complain about. The medical staff here can be said to be wholeheartedly devoted to the patients, all of whom are long-term patients like me. The secret to making patients satisfied by hospitals, doctors and nurses is: "Treat the patient sitting in front of you when coming for examination as a relative in your family to serve", must prioritize the effectiveness of treatment, and absolutely must not take advantage of authority to cause harassment for negative purposes.

Doctor Nguyen Van Hoan, Director of Nghe An Endocrinology Hospital, affirmed: To gain the trust of patients, in addition to investing in equipment, human resources, and technology, the key to success is the spirit and attitude of service; must be dedicated from the reception, examination, prescription, patient treatment instructions, medication, home activities... Changing the way of thinking and working, in the past 5 years, Nghe An Health sector has had 15 collectives and 140 individuals honored as outstanding advanced models and shining examples of medical ethics. Upholding the spirit of service, with the spreading effect, certainly in the coming time there will be many more typical models honored.

Innovative thinking, good medical skills, improving medical ethics, taking patient satisfaction as a measure and always considering patients as the center are truly becoming a new wind in the team of doctors, medical staff, and medical staff in the province, contributing to creating trust for patients. However, besides the joys of innovation, there are still many concerns: People still complain about the attitude of medical staff regarding referrals; every night, on the trains to Hanoi and Ho Chi Minh City, there are still people going to see a doctor or get treatment. Patients have to travel far for treatment not only for professional reasons, but also partly because they are not satisfied with the service attitude, diagnosis, and treatment of some medical staff and some hospitals. Even though they only have very common diseases, patients still decide to go far away for treatment... Besides the concerns, there are also concerns about errors that occur. But when investigated, the mistake was due to the fault of the medical staff, in terms of expertise, responsibility for monitoring, and attitude - Doctor Bui Dinh Long, Director of the Department of Health admitted.

In 2015, the health sector focused on making breakthroughs in the leadership and management style of health unit leaders, along with innovating the working style and manner of all health staff; strengthening supervision, implementing well 3 channels to collect patient opinions, which are distributing survey forms, publicizing hotlines, and deploying suggestion boxes.

Thanh Phuc