Promote administrative reform, increase patient satisfaction index

Staff of Thanh Hoa General Hospital guide patients to integrate health insurance cards on VNeID application.

Located in Thanh Hoa City - where there are many specialized medical examination and treatment facilities, Thanh Hoa General Hospital is still a trusted address for people's health care. To reduce waiting time, the hospital has reformed administrative procedures quickly, ensuring accuracy and compliance with regulations such as: Medical examination and treatment procedures, public hospital fees, medical examination hours, drug dispensing procedures, discharge procedures, admission and transfer procedures and priority subjects... At the same time, review and promulgate regulations, processes and procedures on the basis of simplifying the administrative procedures of the Department of Health, in accordance with the actual situation at the unit; apply information technology in handling administrative procedures, promote the digitalization of records, create favorable conditions, help people easily access information and prepare complete records before coming for medical examination and treatment; use electronic health records to gradually replace paper records; Implementing the model of "Medical examination and treatment using electronic chip citizen identification cards and VNeID application" to replace health insurance cards in medical examination and treatment...

Director of Thanh Hoa General Hospital Le Tien Toan said: "The hospital's facilities and technical infrastructure have been gradually improved, creating favorable conditions for the application of information technology in management. The hospital continues to apply information technology in management, operation, administrative reform, document archiving, personnel management, 100% of incoming and outgoing documents are processed according to the process on the document and work file management software; 100% of outgoing documents use digital signatures".

With the goal of administrative reform as a driving force for development, the Department of Health has issued plans and documents closely directing the contents of administrative reform to all cadres, civil servants, public employees, and workers in the entire sector. On that basis, the sector directs its affiliated units to base on the administrative reform plan of the Department of Health to issue plans and programs for administrative reform at their units in stages and annually. Therefore, the leadership and direction of the implementation of administrative reform tasks in the sector are implemented synchronously, from institutional reform, administrative procedure reform, administrative apparatus reform, public service reform, and public finance reform. From building and developing e-government, to building and improving the quality of cadres, civil servants, and public employees; modernizing administration to improve the effectiveness and efficiency of management and enhance the quality of providing public health services to the people.

Currently, the Department of Health has implemented document and work file management completely online; 100% of incoming documents are received and circulated on the system, 100% of outgoing documents are digitally signed. 71/71 health units in the province have deployed and maintained document and work file management online, proactively implementing digital signature and issuance of documents. The sector has also advised the Provincial People's Committee to issue a list and maintain and implement 78 full-service online public services and 20 partial online public services on the Provincial Public Service Portal, which are public and connected to the National Public Service Portal.

From November 10, 2024 to March 5, 2025, the Department of Health received 1,883 records, the rate of early and on-time settlement reached 100%. In the first quarter of 2025, the leaders of the Department of Health directed functional departments to promptly resolve and ensure the quality of tasks assigned by the People's Committee and the Chairman of the Provincial People's Committee on the Task Implementation Monitoring System of the Thanh Hoa Provincial People's Committee (the Department of Health was assigned 75 tasks; 52 tasks were completed on time and ahead of schedule, and 23 tasks are still within the deadline).

Hospitals and medical centers from provincial to district levels have performed well in administrative reform, shortened time, simplified procedures; resolved administrative procedures quickly and neatly without causing inconvenience to citizens. Hospitals continue to maintain the operation of customer care teams and departments, arrange guidance and reception for patients; rearrange departments and rooms; publicize medical service prices and regulations posted in easy-to-see and easy-to-read places for people to know; publicize hotline phone numbers; increase reception and resolution of feedback and recommendations; help patients easily access medical services, ensure fairness, transparency, and convenience according to the criteria of putting patients at the center. Since then, the quality of services of medical examination and treatment facilities has been improved, receiving positive feedback from people.

Acting Director of the Department of Health Nguyen Ba Can said: "To improve the effectiveness of administrative reform, the health sector continues to review and advise the Chairman of the Provincial People's Committee to announce new, amended, supplemented and abolished administrative procedures in areas under the jurisdiction of the Department of Health. Continue to implement Decree No. 20/2008/ND-CP of the Government on receiving and handling feedback and recommendations from individuals and organizations on administrative regulations, promptly resolving them; regularly inspect and monitor to improve the responsibility of the department receiving and returning results of handling work of organizations and citizens..., contributing to improving patient satisfaction and administrative transactions in the health sector".

Article and photos: To Ha

Source: https://baothanhhoa.vn/day-manh-cai-cach-hanh-chinh-tang-chi-so-hai-long-cua-nguoi-benh-245374.htm