Hospitals reflect on patient feedback

Via the new , patients access an with questions
on 15 kinds of services which the hospital provides, including registration for
health checks, payment of hospital fees, attitude and communication of hospital
staff, quality of toilets and vehicle parking service.

The online system is accessible by as well as the city’s
Department of Health to view the answers submitted.

The department every week sends a report including complaints via the online
system and its hot line to the hospital and requires the hospital’s leaders to
serve patients better.

Dr Nguyen Thanh Hung, head of the Paediatrics Hospital 1, said that since the
installation of the system at the end of last month, the hospital has received
the highest dissatisfaction about the long waits for tests, not enough spaces
for motorbike parking and dirty toilets in the hospital.

After receiving the complaints, the hospital’s quality management division and
other relevant agencies analysed the causes, Hung said.

Parents, who brought their children to the hospital for health examination and
treatment, did not park motorbikes at the hospital because people, who do not
come to the hospital for treatment, parked their motorbikes there to walk to
their company, he added.

The hospital stopped working with the provider of the toilet cleaning service
and is cooperating with another one.
It
installed two testing systems at its health examination department.

As a result, there had been no complaints about these things, Hung said.

Tang Chi Thuong, deputy head of the city’s Department of Health, said that
the management of hospital quality should “start from
patients’ dissatisfaction with hospitals”.

Le Thi Huong Van from Dong Thap province in the Mekong Delta
region, who brought her child to the Paediatrics Hospital 1, said that she
complained about the long time she waited for an examination for her child
because of overcrowding.

She felt satisfactory with the feedback system because it helped send her
dissatisfaction with the hospital to its leaders rapidly, Van said.

The Paediatrics Hospital 1 is the first public hospital in the city with the
installation of the system.

The department plans to install the system at all public hospitals in the city
by May 10.

It aims to encourage patients to voice their dissatisfaction with hospitals to
improve the quality of the health care services.-VNA