The health sector continues to promote administrative reform, increasing patient satisfaction index.

Identifying administrative reform as one of the key tasks of the sector that must be carried out annually. Accordingly, the Department of Health has issued plans and documents closely directing the contents of administrative reform to all cadres, civil servants, public employees and workers in the sector. On that basis, the sector directs its affiliated units to issue plans and programs for administrative reform at their units in phases and annually based on the Department of Health's administrative reform plan. Therefore, the leadership and direction of the implementation of administrative reform tasks in the sector are carried out closely, regularly and resolutely.

Health Department officials guide people to carry out administrative procedures under the authority of the health sector at the Cao Bang Provincial Public Administration Service Center.

 

Every year, the Cao Bang Health sector has synchronously implemented the contents of the administrative reform program such as: institutional reform; administrative procedure reform; reform of the State administrative apparatus; building and improving the quality of the staff, civil servants and public employees; administrative modernization... Focusing on resolving administrative procedures quickly and neatly without causing inconvenience to citizens, thoroughly implementing the requirement to publicly post specific and clear administrative procedures to each department and affiliated agency and unit, at the same time perfecting the organizational structure in the direction of streamlining, effectiveness and efficiency, on the basis of improving the quality of the staff, civil servants and public employees in terms of professional expertise, medical ethics and attitude towards serving the people. Applying information technology to management work, so that the information on direction and management and feedback from the grassroots and the masses are disseminated and updated promptly, contributing to the rapid implementation of daily tasks, especially in disease prevention and control and medical examination and treatment for the people. Directing professional departments to regularly monitor and update newly issued legal documents of all levels on health, promptly collecting statistics, proposing, advising, and submitting to the Chairman of the Provincial People's Committee to issue a decision to promulgate administrative procedures according to the provisions of Decree 63/2010/ND-CP of the Prime Minister ; implementing a strict promulgation process before promulgating new administrative procedures. Thereby, contributing to improving the effectiveness and efficiency of management and enhancing the quality of providing public health services to the people.

Focus on reviewing and simplifying administrative procedures

The Health sector has focused on directing the development and review of simplification of administrative procedures; transparent and clear regulations on procedures, processes, and documents in the fields of state management of health to create favorable conditions for people and businesses and contribute to limiting negativity in the implementation process. As a result, 16 documents have been issued directing administrative reform; reviewed and submitted to the Provincial People's Committee 96 lists of administrative procedures eligible for providing online public services in full and in part; restructured the process of 73 administrative procedures (of which 30 were newly announced, 43 were amended and supplemented), abolished and replaced 28 administrative procedures. Advised and submitted to the Provincial People's Committee to promulgate 13 Decisions on the announcement of the list and process of newly issued, amended, supplemented and abolished administrative procedures in accordance with regulations and 02 draft Resolutions submitted to the Provincial People's Council including: Resolution regulating the level of payment costs for service organizations paying social assistance for social protection beneficiaries in Cao Bang province; Resolution regulating support policies for HIV-infected people receiving HIV/AIDS treatment at medical facilities in Cao Bang province. At the same time, post the contents of internal procedures, provincial and commune-level interconnection procedures in the field of the Department in receiving and returning results of handling administrative procedures on the Electronic Information Page at http://soyte.caobang.gov.vn to facilitate organizations and individuals to look up and learn.

Currently, the administrative procedures performed by the health sector include 161 procedures at 02 levels (provincial level, commune level), of which 133 administrative procedures of the health sector are being received and returned for settlement at the Cao Bang Provincial Public Administration Service Center; 28 administrative procedures at the commune level. There are 117/133 partially online public service procedures, the entire provincial level, reaching a rate of 88% (of which 37 administrative procedures perform full online public services, 80 administrative procedures perform partial online public services). As a result, as of September 10, 2025, 2,923 records have been received. (of which 23 files were received directly; the rest were received online); The rate of provincial-level administrative procedure files resolved on time was 2,685/2,923 files, reaching 91.9%. 100% of files received and returned were implemented entirely through the provincial Administrative Procedure Information System (TTHC) and integrated and provided on the National Public Service Portal. Procedures were received and processed according to the principles of publicity, transparency, democracy, on time, and in accordance with the law. Thereby, people enjoy convenient services, saving costs as well as time for performing administrative procedures.

Ms. Dinh Thuy Quynh - Civil servant of the Department of Health performing duties at the Cao Bang Provincial Public Administration Service Center said: Currently, the Department of Health has 133 administrative procedures of the health sector being received and returned at the Public Administration Service Center. 100% of the full-level and partial-level administrative procedures under the authority of the Department of Health are received and returned through the Provincial Administrative Procedure Information System (TTHC) and integrated and provided on the National Public Service Portal. Thereby, contributing to ensuring that administrative procedures are resolved conveniently and quickly, reducing costs and travel time for citizens.

In addition, in order to meet the need to digitize administrative procedure records in the health sector right from the time of receiving and returning results, the Department of Health has sent an Official Dispatch requesting the Department of Digital Certificates and Information Security, the Government Cipher Committee to issue digital certificates to the Department of Receiving and Returning Results of Administrative Procedures of the Department of Health on the National and Provincial Public Service System. As a result, from January 1, 2025 to September 14, 2025, 1,169 records were received, of which 1,168 records had digitized components of Records from the time of receiving administrative procedures, reaching a rate of 99.91%; records with digitized results of handling administrative procedures were 1,119/1,121 resolved records, reaching a rate of 99.82%. The Department has thoroughly grasped and directed civil servants receiving and returning administrative procedure results to store data according to regulations at the address: ssodvc.caobang.gov.vn.

Increase patient satisfaction index

Promoting administrative reform (AR), simplifying procedures, reducing hassles at medical examination and treatment facilities, as well as improving the quality of health care and protection for people, aiming at patient satisfaction... have been and are the top priority tasks that the health sector is interested in and directed to implement with many synchronous solutions and has had many positive changes, contributing to improving the quality of health care and protection for people.

With the goal of "Improving the quality of medical examination and treatment, meeting the satisfaction of patients" , medical examination and treatment facilities in the province always pay attention to investing in facilities, equipment, and improving the quality of human resources to meet the increasing needs of medical examination and treatment of the people. Focus on innovating the style and service attitude of medical staff towards the satisfaction of patients, arranging staff to guide and support patients in performing administrative procedures when coming to medical examination and treatment. Thanks to the reform of administrative procedures, the overall service quality of medical examination and treatment facilities in the province has been improved, receiving positive feedback from the people.

Instructions for patients to get an automatic medical examination number at the Examination Department, Cao Bang Provincial General Hospital. Photo: Trong Thu

  The Provincial General Hospital is a medical examination and treatment facility, the highest level of expertise in the province . To improve the quality of medical examination and treatment, aiming at patient satisfaction, in recent times the Hospital has rearranged the one-way examination area, arranged more signs to guide patients, and promoted the application of information technology in the examination and treatment process. The Examination Department coordinated with the Social Work Department to establish a customer care department to guide and guide the medical examination and treatment process and answer patients' questions when going to the hospital. It can be said that the implementation of solutions to improve the quality of medical examination and treatment, shorten the waiting time, and reform administrative procedures has gradually created patient satisfaction.

Mr. Nong Viet Phuong, resident of Trung Khanh commune, said: Going to the doctor is now very convenient. Before, every time I went to the doctor, the most tiring thing was having to wait, but now I go to the doctor according to the automatic queue number, the staff enthusiastically guides the patient to the rooms for examination as prescribed, some procedures have been cut down so the examination time is quick, I feel very secure every time I go to the doctor for examination and treatment.

In addition to promoting administrative reform, the Hospital always focuses on improving the quality of medical examination and treatment by solutions to improve the quality of human resources, diversifying training types, postgraduate training, long-term and short-term training, training at major medical centers in the country: Viet Duc Hospital, Central Obstetrics Hospital, K Hospital, Hanoi Heart Hospital, National Children's Hospital, Bach Mai Hospital ...

In the two years 2023 - 2024, the Hospital has implemented 49 new, high-tech techniques, typically: surgery "Vertebroplasty using biological cement injection through the pedicle; Vertebroplasty using biological cement injection with balloon" to treat spinal collapse due to causes such as: spinal degeneration, disc herniation, spinal spurs; Surgery to treat spondylolisthesis due to causes using the PT method "Spinal fixation and transforaminal lumbar interbody fusion (TLIF), spinal cord injury surgery combined with spinal fixation"; Deploying applications to perform paraclinical services such as: Deploying applications to perform paraclinical services such as: Screening tests and early cancer detection, pathological tests to diagnose cancer to help analyze lesions and diagnose diseases accurately to predict and diagnose cancer stages to have appropriate and timely interventions...

Doctor CKII Luc Thi Hiep - Deputy Director of Cao Bang Provincial General Hospital said: The hospital always identifies improving the quality of medical examination and treatment as one of the important tasks, especially improving the quality of medical services. In addition to meeting patient satisfaction, implementing technical expertise according to the hierarchy is a key task to improve the capacity and quality of medical examination and treatment of the hospital. The hospital has focused resources on purchasing additional equipment and training human resources to deploy new technical services so that patients can access modern medical services, meeting the increasing needs of medical examination and treatment of the people.

The development of modern technical packages helps people choose the best health care services for themselves and their families. At the same time, the quality of medical examination and treatment is improved, helping patients to be treated right at the provincial level without having to transfer to another hospital as before.

 

Instruct patients to perform medical examination procedures at the General Examination Department, Traditional Medicine - Rehabilitation General Hospital.

 

Traditional Medicine and Rehabilitation General Hospital is a provincial level II hospital , the highest level of expertise in traditional medicine in the province. With the function of examination, treatment and rehabilitation using traditional medicine, combined with modern medicine, scientific research, preservation and development of traditional medicine... In recent times, the Hospital has focused on Promote the application of information technology in medical examination and treatment , implement electronic medical records and build a green - clean - beautiful, safe, friendly hospital environment, improve and enhance the quality of medical examination and treatment, aiming at patient satisfaction.

Doctor CKII Vo Thi Binh, Deputy Director of the Provincial General Hospital of Traditional Medicine and Rehabilitation, said: With the motto "quality, safety, progress, creativity, breakthrough, ethics", the hospital always identifies improving the quality of medical examination and treatment as one of the important tasks, especially improving the quality of medical services, building a green - clean - beautiful, safe and friendly hospital environment, in order to further meet the satisfaction of patients. The hospital synchronously implements solutions to enhance training to improve professional qualifications, associated with improving communication skills of staff in the unit; focuses resources on repairing facilities, purchasing equipment, deploying new technical services so that patients can access modern and specialized medical services; at the same time, promoting the application of information technology in management and implementation of medical examination and treatment processes, creating convenience for patients.

With efforts to improve the quality of medical examination and treatment, the number of patients coming to the Hospital for treatment is increasing. As a result, from the beginning of the year until now, the Hospital has examined 10,115 people, reaching 82% of the yearly plan, and treated 3,600 inpatients, reaching 103% of the yearly plan. The bed occupancy rate reached 114%.

Mr. Hoang Ngoc Tot - Quang Long commune, Cao Bang province said: I was sick, very sick at home, even though I came here after working hours, I was treated promptly by the doctors and nurses, every day the doctors and nurses wholeheartedly examined, cared for, and encouraged the patients, not only me but all the patients. I myself am very satisfied with the service attitude of the doctors and nurses.

To continue to effectively implement administrative reform, the health sector continues to deploy solutions to improve the efficiency of providing full public services and partial public services. Continue to review, update, amend, supplement or abolish, and announce new administrative procedures and internal processes for handling administrative procedures in state management areas under its jurisdiction; deploy tasks to digitize records of administrative procedure handling results according to the set roadmap. Improve the quality of consulting on the development, inspection and review of the system of legal documents of the People's Committee and People's Council to ensure compliance with regulations; 100% of the province's legal documents related to the fields advised by the sector are issued to ensure constitutionality, legality, feasibility, and suitability with the requirements, tasks and practices of the sector; improve the application of information technology in the operations of units.

 

Plum Blossom

Source: https://soyte.caobang.gov.vn/tin-tuc-66446/nganh-y-te-tiep-tuc-day-manh-cai-cach-hanh-chinh-tang-chi-so-hai-long-cua-nguoi-benh-1027877