It is not only concentrating on such solutions as administrative reform, process and procedure inovation in medical examination and treatment in order to create the most favourable conditions to patients to access to high tech services and state of the art technology, but also as required among the entire health care sector of Ha Noi that it needs to improve communication skills in favour of the patients’ satisfaction.
A change in service style and attitude toward patients’ satisfaction will be made in a way that all examining and curing clinics in Ha Noi both state and non-state must seek to strengthen closer ties between their medical divisions, units and staff with patients, patient’s relatives and related or concerning agencies; respect and attentively listen to patient’s voices over their uncomfortableness as well as their colleagues’opinions; be prepared to cooperate, share experiences, learn and assist in handling the assigned tasks, and not to lay blames on each other.
Medical women quietly contributing their mind and energy to protection, care and improvement for people’s health
In 2015, the Capital’s medical sector launched the two-phased peak campaign for emulation, called “radical change in behaviour and communication styles to patients’s satisfaction and building sanitary hospitals “. Phase one last from 10 May to 2 September and Phase two from 2 September till 31 December, respectively. The emulation movement focused on specific activities i.e holding regular training courses for medical officials and staff on improved communication skills; building of friendly, civilized service style and attitude; establishing customer care service units with a view to meeting the patient’s needs in the most timely and best manner whenever required; regulating medical staff’s uniform and renewing their ways of thinking; reactivating the “hot line” so as to respond as speedily as possible to the patient’s comments; applying an incentive policy for those individuals and collectives who have made outstanding performances; implementing the scheme of “capacity strengthening for hospital” with the aim of uplifting the quality of medical check and cure, and relaxing overloads of the frontline hospitals; at the same time conducting personnel secondment and transfer of medical equipments to the rear hospitals. Asides from that a green, clean and beautiful model would be developed at all hospitals under which medical garbage and wastes would be gathered, classified and treated properly as regulated for bacterial protection and prevention in hospital.
Caring patient at Ha Noi cardiology hospital, Photo by Viet Thanh
At the on-line conference on “Renovating medical workers’ service style and attitude toward patients’satisfaction” recently taking place among Ha Noi’s entire health sector, the representatives from hospitals of Vinmec, Saint Paul, Trang An, Cardiology of Ha Noi and Tumour plus Ha Noi Department of Health, the trade union of Ha Noi health sector concluded an agreement under which they would undertake to observe the criteria in relation to “renovating medical workers’ service style and attitude toward patients’satisfaction” as provided by the Ministry of Health.
Saint Paul hospital was the first in response to the movement and to put the undertakings into pratice, placing a stress on the three main points i.e administrative reform, behaviours and communications. After a certain period of time in operation, the standards of health care service had been up, and the state of being overloaded and shortcomings had been down, contributing considerably to raising the hospital’s quality. The hospital’s facilities had been improved, with its easily identified signages and clear instructive diagram, enthusiastic and hearty attitudes of the staff which had helped relax tentions to both the patients and companions, saving plenty of time and creating trust and easy-mindedness among patients. That was also another case of Dong Da hospital that launched the emulation campaign of “A good thing done daily” among the whole staff and workers in the hospital, and applied the incentives in favour of those worth of the title “Good person doing good thing” at each unit.
Medical care is a special job as it deals much with health, even man’s life. Thus, people in this profession are not only good at the expertises, but also ethical, conscientious and highly responsible in the work of examination as well as cure for people.
Medical staff taking good care of patient
Thu Hang