Methods of measuring people's satisfaction with public health services

The Ministry of Health has just issued Decision No. 56 promulgating guidelines on methods for measuring people's satisfaction with public health services for the 2024-2030 period.

According to the Ministry of Health , regularly measuring people's satisfaction with public health services aims to contribute to objectively assessing the current quality of public health services.

At the same time, it helps public health facilities identify issues of dissatisfaction among service users, as a basis for developing plans and implementing solutions to improve the quality of health services, ensuring the right to protection, care and health improvement for everyone.

Regarding the implementation target, the Ministry of Health sets out that every year, 100% of health sector management agencies will announce the rate of people's satisfaction with public health services; every year, 100% of public medical examination and treatment facilities and health stations will measure people's satisfaction with the health services provided by the unit, using the measurement results to implement solutions to improve the quality of service provision; 100% of public health facilities that have measured satisfaction will publicly publish the results on the unit's website or at the unit's headquarters.

By 2025, people's satisfaction with public health services will reach at least 85% and by 2030, at least 90%.

Regarding the forms of measuring people's satisfaction with public health services, the Ministry of Health said that management agencies and health facilities can choose one or more methods to conduct self-measurement of satisfaction in the following forms:

Directly interview the health service user (or caregiver) at the health facility before the end of using the service at the health facility.

Issue forms to health service users/carers to complete themselves.

Event - Method of measuring people's satisfaction with public health services — Ensure the right to protection, care and health promotion for everyone.

Instructions for healthcare service users/caregivers to self-administer the questionnaire on technological devices such as phones, tablets, desktops, touch screens, survey kiosks, etc. are posted on the website (if available).

Independent satisfaction measurement: Agencies and organizations are requested or proposed by competent authorities to conduct independent surveys and measurements.

According to the Ministry of Health, the people's satisfaction index with medical examination and treatment services is the average value of satisfaction indexes with medical examination and treatment services of public health units surveyed nationwide;

Or calculated as the average of the satisfaction index for medical examination and treatment services of provinces and centrally run cities and the satisfaction index for medical examination and treatment services at hospitals under the Ministry of Health.

The satisfaction index for expanded immunization services is the average value of the satisfaction index for expanded immunization services of all health stations nationwide; or is calculated as the average of the satisfaction index for expanded immunization services of provinces and centrally run cities.

Regarding the announcement of satisfaction measurement results, the Ministry of Health informed that the people's satisfaction index for public health services needs to be announced publicly and promptly via the website or at the headquarters of the agency or unit.

Public health facilities self-publish the satisfaction index of people with the services provided by the unit according to the survey and annually.

The Department of Health of provinces and centrally run cities publishes the satisfaction index of people with local public health services.

The Ministry of Health announces the people's satisfaction index with public health services nationwide, including the following indexes: People's satisfaction index with medical examination and treatment services at medical examination and treatment facilities under the Ministry of Health; People's satisfaction index with medical examination and treatment services at medical examination and treatment facilities nationwide and in localities; People's satisfaction index with expanded immunization services nationwide and in localities .

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