For patient satisfaction

(Baonghean) - Implementing Decision No. 2151/QD-BYT dated June 4, 2015 of the Ministry of Health on "Innovation in service style and attitude of medical staff towards patient satisfaction", medical examination and treatment facilities in Nghe An province have had many good ways and good deeds to help and create convenience for patients and their families...

» Priest Nguyen Dinh Thuc incites parishioners

Share the difficulties

It was the 6th day that Ms. Le Thi Hong, 76 years old, from village 3, Thanh Thuy commune, was admitted to Thanh Chuong District General Hospital for treatment. She suffered from a perforated stomach. After surgery, her health is now stable and she can be discharged the next day.

Ms. Tran Thi Ha, Ms. Hong's eldest daughter-in-law, said: "On the evening of February 13, my mother had a terrible stomachache and had to be rushed to the district hospital. After an ultrasound, X-ray and the conclusion that her stomach was perforated, she was scheduled for surgery. During the surgery, we received a request for a blood transfusion in time, otherwise she would have a hard time surviving. However, at the same time, we received information that she had a rare blood type and the hospital's blood reserve did not have any. While we thought we had nowhere to turn, fortunately, two doctors with the same blood type volunteered to donate to her."

Doctor Nguyen Hai Linh - Director of Thanh Chuong District General Hospital said: "In 2015 - 2016, more than 80 units of blood were donated by staff to promptly rescue seriously ill patients being treated at the hospital. Every doctor and nurse at our hospital is always ready to donate blood to save lives. More than anyone else, we understand the importance of sharing life, regardless of position or age, as long as they are healthy enough, the hospital's doctors and nurses all carry out this meaningful activity."

Doctors of Provincial General Hospital participate in humanitarian blood donation.

Over the past two years, almost all hospitals in the province have established “Living Blood Banks”, doctors and nurses are always enthusiastic and ready to donate blood to emergency patients. There have been many stories of sharing the noble life, such as: The story of 3 doctors from the Provincial General Hospital who were assigned to provide professional support to the General Hospital of Xieng Khouang Province (Laos) and donated blood to save the life of a Laotian woman with uterine atony and postpartum hemorrhage;

It is the story of doctors at Nghe An Obstetrics and Pediatrics Hospital donating blood to save a pregnant woman named Nguyen Thi Kim Dung who suffered from postpartum hemorrhage and signs of blood clotting disorder on New Year's Eve and to save the life of 9-year-old Ho Thi My Duyen who had an accident on the 3rd day of the Lunar New Year 2017...

In addition, over the past years, Nghe An Health sector has organized the "Pink Drops, White Blouse" festival every year. With the spirit of mutual love and responsibility to the community and patients, doctors, nurses and staff of Nghe An Health sector have actively participated in the voluntary blood donation festival to solve the blood shortage. In the "Pink Drops, White Blouse" festival held on February 16, 2017 alone, nearly 2,000 medical staff from 35 provincial health units participated in blood donation.

In addition to being willing to share their blood, doctors and nurses in many units also have many practical activities to share difficulties with patients. For example, Thanh Chuong District General Hospital deducts a part of its salary every day to support poor patients being treated at the hospital by distributing porridge every week on Saturday and Sunday mornings; on average, about 500 - 600 porridge portions are delivered to patients each month. The Northwest Regional General Hospital cooperates with the Red Cross Society of the town and the Association of Small and Medium Enterprises to build a "bowl of love porridge" program for poor patients; in 2015 - 2016, more than 10,000 porridge portions have been delivered to poor patients and patients in difficult circumstances...

Nurses at Tay Nam General Hospital take care of patients.

Innovation in service style and attitude

In order to create convenience and comfort for patients and their families, in recent years, hospitals in the province have actively implemented administrative reforms in medical examination and treatment, combined with innovation in service style and attitude. A typical example is Vinh City General Hospital.

Doctor Nguyen Hong Truong - Director of the hospital said: The hospital has renovated the entire examination area, installed full air conditioning in the examination rooms and waiting room; arranged an automatic drinking water filtration system, free Wifi, a reception desk - central management by the "customer care" team, a large waiting room, and separate public restrooms. In addition, the hospital has rearranged the examination process to create the most favorable conditions for patients... With positive innovation, the hospital has been awarded a Certificate of Merit by the Ministry of Health for implementing "innovation in style and service attitude of medical staff towards patient satisfaction" in the period of 2015 - 2016, ranking 3rd nationwide in terms of patient satisfaction index.

Ms. Nguyen Thi Hoa, a resident of Hung Nguyen district, came to Vinh City General Hospital for examination and commented: “There were a lot of patients, we had to wait a long time for our turn to be examined, but we were satisfied with the service of the doctors and hospital staff. They were very gentle, thoughtful in guiding and examining us carefully, making us feel like we were being served.”

Currently, the province has 33 medical examination and treatment facilities that have established customer care units; 22 units have established patient support teams. The activities of the customer care and patient support teams of hospitals in the province have been recognized by the people.

Doctor Nguyen Van Hoan - Director of Nghe An Endocrinology Hospital affirmed: "To satisfy patients, it is essential to consider the patient sitting in front of you when coming for examination not only as a special customer, but also as a relative to serve. A caring gesture, a friendly smile from a doctor also contributes to helping patients reduce pain."

Tu Thanh - An Cat