According to the plan, the assessment will be conducted at public and non-public hospitals in the city and 30 district, town and city health centers in Hanoi. The selected subjects for the survey are inpatients or caregivers of patients aged 18 and over; outpatients after basically completing the medical examination process, waiting for payment or waiting to receive medicine or receive health insurance cards. With the expanded vaccination service, pregnant women who go for vaccination and people who take their children for expanded vaccination after using the service will be surveyed.
There are 5 groups of criteria to survey and evaluate the satisfaction level of inpatients and outpatients: accessibility; transparency of information and administrative procedures; facilities and service means; attitude and professional competence of medical staff; service delivery results.
At each unit, surveys and assessments of the satisfaction of inpatients, outpatients and service users are conducted periodically at least every 3 months, thereby assessing people's satisfaction with the quality of service provided by public and non-public health facilities. From there, propose and develop plans and solutions to overcome shortcomings, limitations and improve, enhance the quality of health service provision, enhance the overall satisfaction of patients as well as the quality of public health services.
Previously, in 2023, the Hanoi Department of Health announced the results of a survey and assessment of patient satisfaction, showing that: For the hospital sector, the overall satisfaction rate of inpatients was 96.96%, and that of outpatients was 95.97%. The health center sector had an overall satisfaction rate of 94.23% with many suggestions for additional drugs, tests and equipment, and a lack of specialist doctors.
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