Hospital directors in Ho Chi Minh City need to seriously address the public's complaints.

(Dan Tri Newspaper) - The Ho Chi Minh City Department of Health has requested that the directors of hospitals in the area seriously and actively participate in and directly supervise the process of receiving and handling feedback from the public.

On December 17th, the Ho Chi Minh City Department of Health announced that, after a period of development and testing, it will officially launch a dashboard (a tool displaying general information) on December 22nd to receive and monitor the handling of public feedback in the healthcare sector.

Accordingly, over the past period, through the hotline of the Department of Health, many complaints from the public related to medical examination and treatment have been received and processed promptly, contributing to resolving many arising issues and protecting the legitimate rights of patients.

However, the process of receiving and monitoring feedback is mainly done manually, and a centralized data system has not yet been established to sustainably serve the management, analysis, and quality improvement needs.

Implementing a dashboard for receiving and processing citizen feedback will overcome the aforementioned limitations. All citizen feedback information, the entire process of receiving, classifying, processing, and responding, will be digitized, enabling centralized and continuous monitoring.

The Dashboard interface receives feedback from citizens regarding healthcare in Ho Chi Minh City (Photo: Department of Health).

The Ho Chi Minh City Department of Health stated that the Dashboard tool can receive feedback from citizens through various channels such as hotlines, written complaints, citizen reception, and complaint resolution.

The areas for receiving feedback are comprehensive, covering most aspects of healthcare operations, such as: the attitude and service spirit of healthcare staff; professional quality; examination and treatment procedures and administrative procedures; and the cost of examination and treatment and health insurance payments.

Hospital facilities and environment; Provision of health information, counseling, and communication; Emergency services and patient transport; Medicines, vaccines, and medical supplies; Preventive medicine and food safety; Digital transformation; Social protection; Licensing procedures...

This is a highly valuable source of practical information, helping the healthcare sector review professional and service procedures, promptly address shortcomings and limitations, and identify and replicate effective models and practices.

This creates a crucial data source for management, operation, and quality improvement.

People register for medical examinations at a healthcare facility in Ho Chi Minh City (Photo: Hoang Le).

"Citizen feedback is not just an immediate issue that needs addressing, but also the starting point for long-term quality improvement processes."

"Digitizing, analyzing, and utilizing data from the Dashboard will help healthcare facilities objectively and factually assess their operations, gradually improving professional quality, service attitude, and management efficiency," the Ho Chi Minh City Department of Health affirmed.

To ensure the Dashboard is truly effective, the Ho Chi Minh City Department of Health requests that the directors of hospitals and medical facilities in the area seriously and actively participate in and directly supervise the receiving, processing, and responding to feedback from the public; considering this a regular task, linked to the responsibility of the head of the institution.

The proactive participation of healthcare facilities, along with the supervision and support of the public, will contribute to building a more transparent, professional healthcare system in Ho Chi Minh City, aiming for ever higher levels of patient satisfaction.

Source: https://dantri.com.vn/suc-khoe/giam-doc-cac-benh-vien-o-tphcm-can-nghiem-tuc-xu-ly-phan-anh-cua-nguoi-dan-20251217103805399.htm