12,000 complaints about services at public hospitals

Accordingly, the feedback system received 12,522 dissatisfied feedbacks, an increase of nearly 18.5% compared to 2022 and a decrease of nearly 32% compared to 2020. The number of dissatisfied opinions mainly increased in the first half of 2023, while the second half of the year decreased by more than 2% compared to the same period in 2022.

The most dissatisfied opinions were the medical examination registration procedure, increased by more than 33.56% with 2,125 visits; the health insurance examination procedure increased by 27.46%; the hospital's patient toilet increased by 30.27%; information and instructions for patients increased by 23.44%; and the waiting area for examination and testing increased by 20.12%.

Ho Chi Minh City records 12,000 dissatisfied opinions at public hospitals, picture 1 — Ho Chi Minh City Department of Health has received many complaints about services and procedures at public hospitals.

Taking note of these comments, the Ho Chi Minh City Department of Health recommends that hospitals continue to promote and maintain surveys of patient dissatisfaction at examination departments to improve quality, increase patient satisfaction and serve as a basis for evaluating the completion of tasks of hospitals annually.

The Department of Health also requires hospitals to have more effective solutions to reduce people's dissatisfaction, especially in the stages of registration procedures, health insurance procedures; doctors' questioning and examination; the attitude and communication of hospital staff; waiting time for tests, ultrasounds, and X-rays.

The kiosk system to record patient feedback at hospitals was installed by the Department of Health since March 2017 to survey the content that people are not satisfied with, thereby improving and enhancing the quality of medical examination and treatment. This is also the basis for the Department of Health to evaluate the level of task completion of hospitals every year.

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