Patient dissatisfaction helps hospitals improve quality

On January 17, according to the assessment of the Ho Chi Minh City Department of Health, the product "Kiosk system to survey patient dissatisfaction at hospitals" after nearly 7 years of implementation still has its value, the increase or decrease in the number of dissatisfaction is only relative and only truly meaningful when hospitals analyze the root cause to have appropriate interventions.

Previously, based on practical requirements such as "How can hospital leaders know about patients' dissatisfaction to proactively find the cause and have solutions to improve or overcome? How can the Department of Health know the general situation of people's dissatisfaction when using medical examination and treatment services at hospitals to serve as a practical basis for the annual operation plan of the health sector ", the Department of Health has built and deployed a kiosk system to survey patients' dissatisfaction when coming to see a doctor at hospitals.

Accordingly, the kiosk system to survey patient dissatisfaction was installed in the examination departments of 53 affiliated public hospitals. And in reality, this has been shown to be an important information channel for disease quality management activities from the perspective of patients and their relatives related to the process of providing examination and treatment services at public hospitals.

Through many years of surveying patient opinions, the Department of Health found that only a small percentage were dissatisfied and very dissatisfied.

"Although it only accounts for a very small percentage, if we subjectively ignore and do not have solutions to improve these problems that patients are still not satisfied with, it may one day lead to frustration and loss of trust among patients," the Department of Health said.

Survey results of patient dissatisfaction at hospitals connected and linked to the Patient Satisfaction Survey Board of the Ho Chi Minh City Department of Health over the years

The special feature of the patient dissatisfaction survey kiosk system is that it is connected in real time to the Patient Satisfaction Survey Board of the Health Examination and Treatment Quality Management Council of the Department of Health. Without this kiosk system, the Department of Health would certainly not be able to obtain data on patient dissatisfaction at its affiliated hospitals to review, evaluate and publicly announce on the Health Sector Information Portal, with the ultimate goal of helping hospitals to further promote activities to improve the quality of patient service.

After nearly 7 years of implementation, looking back at the 15 specific questions to survey the dissatisfaction of patients after visiting the hospital, the content still remains valuable. However, according to the Department of Health, the survey content needs to be supplemented and edited to meet new requirements in the current new situation.

Previously, on January 14, the Ho Chi Minh City Department of Health announced the results of a survey on patient dissatisfaction at examination departments of public hospitals in Ho Chi Minh City in 2023.

Accordingly, the automatic survey system installed at public hospitals in 2023 recorded 12,522 patients who were dissatisfied with medical examination and treatment, an increase of 18.46% compared to 2022 (10,571), but a decrease of 31.91% compared to 2020 (18,395). In particular, the most dissatisfied stages include the medical examination registration procedure; the health insurance examination procedure; the hospital's patient toilets; information and instructions for patients...

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