Hanoi Department of Health announces survey on hospital satisfaction

The Hanoi Department of Health has just announced the results of a survey assessing patient satisfaction in the second quarter of 2024, with the patient satisfaction rate for the hospital sector being 97.2%.

The satisfaction rate for inpatients was 96.63%, for outpatients was 96.74%. The overall satisfaction score for inpatients was 4.4 and for outpatients was 4.46.

Dong Do Hospital has a 100% patient satisfaction rate.

The subjects surveyed were inpatients or their relatives (for children) coming for examination and treatment at the hospital in all clinical departments; outpatients/relatives coming for examination and treatment at the hospital or medical center.

Conduct a survey to assess the satisfaction level of inpatients and outpatients according to 5 groups of criteria: accessibility; transparency of information and procedures for medical examination and treatment; facilities and means of serving patients; attitude and professional competence of medical staff; service delivery results.

Survey results at 41/42 public hospitals and 40/43 non-public hospitals showed that the average rate of general satisfaction of patients and people with the hospital sector was 97.2%.

Of which, the public hospital sector is 96.06%, 1.6% higher than the first quarter. Dong Da General Hospital has the highest satisfaction rate of 99.35% and the lowest is Thanh Tri General Hospital with 82.04%.

In the non-public hospital sector, the satisfaction rate is 98.38%, the highest being Hanoi Andrology and Infertility Hospital, Duc Phuc Reproductive Support and Andrology Hospital, Dong Do Hospital, Ha Thanh Private General Hospital, Hong Phat General Hospital, Hong Ha Private General Hospital with a rate of 100%, the lowest being New Hope Hospital with 90%.

The average total score of public inpatients was 4.4, non-public was 3.82; public outpatients was 4.46, non-public was 4.49; mothers giving birth at public hospitals were 4.62, non-public 4.41.

For inpatients, the satisfaction rate is 96.63% (public hospital sector 94.5%, non-public hospital sector 98.76%). For outpatients, the satisfaction rate is 96.74% (public hospital sector 95.53%, non-public hospital sector 97.95%). For mothers giving birth at the hospital, the satisfaction rate is 95% (public hospital sector 97.68%, non-public hospital sector 92.21%).

The Department of Health also synthesized and analyzed the survey results of outpatients coming for medical examination and treatment at general clinics and health stations of 30 district, town and city health centers and the 115 Emergency Center with an average satisfaction rate of 95.76%, the highest being the Ung Hoa district health center with a rate of 98.92% and the lowest being the Nam Tu Liem district health center and the 115 Emergency Center with a rate of 91.5%.

The patient satisfaction survey also revealed the difficulties of some public and non-public health facilities. Some public hospitals have degraded facilities or are undergoing renovation projects, so the landscape is not clean and many toilets are not clean.

In non-public hospitals, some units are small in area, lacking canteens and parking spaces for patients. In district, county and town health centers, many general clinics are degraded or under repair, have old medical equipment and lack of specialists, which also significantly affects medical examination and treatment.

Based on the assessment of patient satisfaction, the Hanoi Department of Health directed units to continue to receive patient feedback, research and propose solutions to overcome shortcomings, improve service quality, and create higher patient satisfaction in the following quarters.

Regarding the survey and assessment of the quality of medical facilities, the Hanoi Department of Health has recently established 3 inspection and assessment teams according to the set of 83 criteria for assessing hospital quality; organized a survey on the satisfaction of patients and medical staff; inspected emergency care and intensive care for patients; applied information technology in administrative reform to improve quality and responded to a number of documents serving state management.

The total number of hospitals inspected, evaluated, and re-inspected is 80/85 hospitals (94%). Of which, there are 42/42 public hospitals; 37/42 non-public hospitals; 1/1 hospital of the Ministry and sector.

As a result of the inspection and classification, the delegation recognized 10 hospitals with the highest quality assessment level, including Hanoi Obstetrics and Gynecology Hospital, Thanh Nhan Hospital, Xanh Pon General Hospital, Hanoi Heart Hospital, Duc Giang General Hospital, Ha Dong General Hospital, Vinmec International General Hospital, Tam Anh General Hospital, Viet Phap Hanoi Hospital, Hong Ngoc Phuc Truong Minh Hospital. In addition, there are 5 hospitals with low quality assessment level.

The 5 hospitals with the lowest quality rating are Mai Huong Daytime Psychiatric Hospital, Green Cross Hospital, Thanh Tri General Hospital, Anh Sang Eye Hospital, and Hitec Eye Hospital.

Through inspection and evaluation, the results were recorded to be higher than previous years in all aspects of hospital quality improvement. The rate of level 4 and 5 criteria (good and very good quality) of hospitals increased compared to 2022. In particular, patient-oriented activities, patient satisfaction index, and medical staff improved year by year.

Many units have applied initiatives, improved processes, and proactively applied information technology in management and implementation of professional activities.

However, besides the achieved results, there are still limitations and shortcomings that need to be overcome soon. That is the degraded facilities of some hospitals, especially the examination areas of district hospitals.

The capacity and professional experience of some medical staff are still limited; their spirit and attitude towards serving patients are sometimes and in some places not good.

In addition, hospitals implementing financial autonomy still face difficulties in ensuring income and living conditions for medical staff, which significantly affects medical examination and treatment.

Previously, talking about hospital quality, Dr. Duong Huy Luong, Deputy Director of the Department of Medical Examination and Treatment Management, Ministry of Health, after more than 10 years of applying the set of 83 criteria for evaluating hospital quality, the appearance of many hospitals has changed, recognized and supported by the Government and people.

This is demonstrated by the Law on Medical Examination and Treatment No. 15/2023/QH15 passed on January 9, 2023, in Articles 49, 57, and 58, which stipulate the development of a set of hospital quality standards and quality assessment and certification activities.

The Department of Medical Examination and Treatment Management, Ministry of Health is the focal point, approving the plan to develop quality standards for medical examination and treatment facilities, including the Basic Hospital Quality Standards and the Advanced Hospital Quality Standards.

The basic hospital quality standards will be drafted based on the content of criteria from level 1 to level 3.

The set of advanced hospital quality standards will be drafted with criteria from level 4 (approaching international hospitals in the Asia region) and level 5 criteria (approaching international hospitals in the world).

The Department of Medical Examination and Treatment Management emphasized that all hospitals nationwide will be required to complete basic hospital quality standards to maintain operations.

The Department of Medical Examination and Treatment Management will publicly announce a list of hospitals that meet basic standards so that people have the right to choose a medical examination and treatment facility that meets national standards or higher.

Also regarding hospital quality assessment, at the end of 2023, the Ho Chi Minh City Department of Health also announced the hospital quality assessment. Through the assessment, the Department of Health recognized that most hospitals had many clearly improved activities, flexibly and effectively adapted to the new situation, contributing to building the city's economy in the past year. Specifically, out of 37 hospitals with an average score of 4 or higher (good quality level), 11 hospitals had over 50% of the criteria reaching level 5 (maximum level).

As a result, 8 hospitals achieved an average score of over 4.5, an increase of 33% compared to 2021, 29 hospitals from 4 - 4.5, an increase of 11.5% compared to 2021, and 9 hospitals below 3, a decrease of 40% compared to 2021.

The private hospital group's average score increased by 9% compared to 2021, the city hospital group increased by 2.5% compared to 2021, and the district hospital group increased by 0.3% compared to 2021.

Accordingly, the private hospital group has an average score that increases more than the public hospital group. The district hospital group has a slower improvement rate than the other groups.

Accordingly, Hung Vuong Hospital topped the list with 4.73 points (the highest was 5 points). Meanwhile, the lowest was Saigon Maxillofacial Hospital with 2.32 points.

In addition to the advantages of the hospitals through the above inspection, the Department of Health noted that there are still some existing problems that need to be overcome and prioritized for improvement in the coming time regarding infection control activities, nutritional and dietary work, compliance with regulations on recording medical records and especially paying attention to the conditions to ensure facilities, equipment, and personnel. Any changes must be permitted by the competent management agency to maintain professional medical examination and treatment activities to ensure patient safety.

Source: https://baodautu.vn/so-y-te-ha-noi-cong-bo-khao-sat-muc-do-hai-long-cua-cac-benh-vien-d218653.html