Improving service style towards patients’ satisfaction

Update: 21-07-2023 | 12:29:01

In order to make patients more and more satisfied, province-based medical units have attached special importance to improving the quality of examination and treatment, renewing service styles and attitudes towards patients’ satisfaction.

Determined to innovate

Carrying on the mission of taking care of health and prolonging the life of the people, province-based medical units have always strived to develop professional capacity, improve the quality of medical examination and treatment services. Renovating the service style and attitude of medical staff towards patients’ satisfaction is considered as a "guideline" for the brand building work of hospitals in the area to strengthen people's confidence in the local medical career.

Medical staff at provincial General Hospital taking care of an inpatient

At the medical examination department of provincial General Hospital, there is always someone on duty to guide patients and patients’ families when entering the hospital. As soon as entering the lobby of the medical examination area, people will be greeted by staff, guided to access the technology of automatically taking medical examination numbers, registering for examination through Viettel-His hospital management software, guiding insurance procedures, transferring routes, providing medical examination and treatment on demand...

The staff guides hospitalized patients to the specialties for treatment. Bui Ngoc Suong, living in Thu Dau Mot city’s Phu My ward said: “I have a hard time walking, so every time going to the hospital to get medicine to drink, I get help and guidance from staff. If there are any questions, patients here are also answered promptly.” In addition, the province’s health sector has promoted the application of information technology, building up a smart hospital to reform administrative procedures, improve the medical examination and treatment process, and shorten the waiting time towards patients’ satisfaction.

To facilitate patients, provincial General Hospital has implemented registration of medical examination by phone. Patients only need to call to register and information about the appointment will be notified via the messaging system after only 10 minutes of booking. After making an appointment, the patient only needs to arrive at the hospital on time for the appointment to be examined immediately without having to wait. Understanding the pain caused by diseases and patients’ expectations, interacting with thousands of people who come to the hospital every day, despite patients’ irritation, medical staff here still always smile on their lips and warmly welcome patients. This has changed the perspective on the style and service attitude of medical staff in the hearts of patients; creating prestige, quality in medical examination and treatment and friendliness in service.

In the spirit of being ready to serve, wholeheartedly for patients, the units of Thuan An Medical Center, Ben Cat Town not only demonstrate through their daily professional activities but also promote their effectiveness even in emergency situations that are "catastrophic", requiring solid professional skills and the "steel spirit" of medical staff, and the smooth coordination of specialties.

Quality improved

Determining that "Improving medical ethics, renewing the service style and attitude of medical staff towards patients’ satisfaction" is an important and breakthrough task of the sector, province-based healthcare facilities have signed commitments, implemented the contents of the commitments to renew the service style and attitude of medical staff.

The healthcare sector has also conducted training in communication and behavior skills, civilized and friendly service style and attitude; publicized hotline numbers to receive and handle people's complaints about the quality of medical examination and treatment services; established customer care call centers to give best regards and advice for patients after being discharged from the hospital. Through statistical evaluation of hospital innovation and quality, compared to the previous period, the hospital environment is cleaner. Medical staff are more attentive, dedicated and friendly. However, at peak times when hospitals are crowded with patients, there is still the situation that a few medical staff have not fulfilled the requirements of being gentle with patients.

The spirit of willingness to wholeheartedly serve for patients is not only expressed in daily professional activities, but also promotes effectiveness even in "catastrophic" emergency situations, requiring solid professional skills and the "steel spirit" of medical staff. Innovation activities recorded have been under the drastic direction of the Boards of Directors of hospitals and the smooth coordination of the specialties.

Dr. Huynh Thi Nguyet Phuong, Director of Thuan An city’s Medical Center said that any patient who comes to the hospital, regardless of rich - poor, enjoys the same medical examination and treatment benefits. Many cases of patients with serious illnesses and difficult circumstances when coming to the hospital receive the best care from medical staff, with the support of donors through the hospital's social work group. This shows the sense of responsibility to take care of the community and the spirit of “mutual affection” and “mutual love” of those wearing white blouses.

Dr. Huynh Minh Chin, Deputy Director of provincial Department of Health emphasized that improving the quality of medical examination, treatment and service is the "key" to the survival of hospitals. Therefore, hospitals need to immediately improve their shortcomings, further renewing the spirit and attitude of service so that patients and patients' relatives feel friendly and satisfied when going to them.

Reported by Hoang Linh-Translated by Kim Tin

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Improving service style towards patients’ satisfaction

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