The implementation of "Reforming serving style and attitude of health officials to achieve patient satisfaction" has recently received participation of medical units and serious performance of medical officials. Since then, it has contributed positively to changing working style, attitude of medical officials, bringing satisfaction to patients, families of patients...
Medical officials instruct patients at counter ofmedicine dispense of Provincial General Hospital.
To aim for patient's satisfaction
In reception area of General Hospital, there are always young staff to guide patients and their family members when they get into the hospital. Nguyen Thi Huong, in HiepThanh Ward, Thu Dau Mot City, said: "I am old now, so walking is difficult, every time I come here to take medicines, I am assisted by enthusiastic staff. The hospital organized a social group, this is very meaningful, and has helped patients, especially those who are new to the hospital, to know the procedures of medical examination and treatment, or assisted elderly people like us... so I think this model is very good, need to be replicated in other medical units”.
The social group in hospitals is one form of the project "Supporting patients in hospitals". The project is also one content of "Reforming serving style and attitude of health officialsto achieve patient satisfaction". According to Department of Health, most units implemented this project in many forms such as: Establishing a social group at Provincial General Hospital, youth volunteer team of Youth Union, Association of young Physicians at district, town and city medical centers...
Good results
In order to form a civilized, friendly working style and convenient services, Trade Union of provincial health sector launched a campaign to respond to "Reforming serving style and attitude of health officials to achieve patient satisfaction" for union members and medical staff to deeply understand purposes and meanings of this campaign; then each people could define their responsibilities, voluntarily emulate and perform their tasks professionally. In addition, medical units promptly commended good examples of working style and attitude towards patients, and criticized bad behaviors of medical officials.
Medical units in the province have actively implemented many mottos to form civilized and friendly working style, attitude among medical staff, such as: "Smile from the heart", "Hospital smile" of Ben Cat Town Medical Center, Obstetrics - Pediatrics Hospital, "Say no to envelopes" of Birth Health Care Center, "We care for you" of Hanh Phuc International Hospital, "The satisfaction of patients is our happiness" of Provincial Rehabilitation Hospital... In addition, Department of Health also directed the model "Friendly government, friendly office for the people" among the whole sector. Dr. Tu Tan Thu, Chief of Department of Health, informed that the survey and assessment resultconducted by Department of Health in 2018 on patient satisfaction rate at medical treatment facilities was 4.28 / 5 on average; in which, public units’ rate was 4.38 / 5 and non-public units’ rate was 4.28 / 5. All increased compared to 2017 (4.12 / 5 in 2017).
Dr. Thu also said: "With the drastic direction of Ministry of Health and People's Committees at all levels in the province, the implementation of this campaign in provincial health sector achieved many good results. Most health units actively participated and seriously performed, thus gained good changes in working style, attitude and behavior of medical staff, thereby bringing satisfaction to patients and their families when being at to medical facilities, contributing to reinforcing the belief of all people strata in the health sector...”
Reported by Hong Thuan – Translated by Ngoc Huynh
