According to the Department of Health , this is a concrete and practical step in the digital transformation roadmap of the city's health sector, and clearly demonstrates the Department of Health's consistent viewpoint of putting the people at the center and using patient satisfaction as a measure of the quality of operation of health facilities.
Over the past period, through the Department of Health's hotline, many complaints from the public regarding medical examination and treatment have been received and processed promptly. Upon receiving information, hotline staff proactively contact relevant healthcare facilities, requesting them to investigate, rectify, and report the results of the handling. This approach has contributed to resolving many arising issues and protecting the legitimate rights of patients. However, the receiving and monitoring of complaints are mainly done manually; data has not been fully digitized; and a centralized data system has not yet been established to serve sustainable management, analysis, and quality improvement.
The implementation of the feedback processing dashboard has overcome the aforementioned limitations. All feedback information, the process of receiving, classifying, processing, and responding to it, is digitized and centrally monitored throughout. Each feedback is not only processed more promptly and with clearer accountability, but is also systematically stored, compiled, and analyzed. This creates a crucial data source for management, operation, and quality improvement within the city's healthcare sector.
The Department of Health further stated that, through the Dashboard, feedback is received from various channels such as hotlines, complaint letters, citizen reception, complaint resolution, and other legitimate channels. Each feedback directly reflects the actual experiences of patients and their families at healthcare facilities. This is a highly valuable source of practical information, helping the industry review professional and service procedures, promptly rectify shortcomings and limitations, and identify and replicate effective models and practices.
The Department of Health recognizes that public feedback is not only an immediate issue but, more importantly, 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, thereby gradually improving professional quality, service attitude, and management efficiency.
The areas for receiving feedback are comprehensive, covering almost all aspects of healthcare operations, from the attitude and service spirit of healthcare staff; professional quality; medical examination and treatment procedures and administrative procedures; medical examination and treatment costs and health insurance payments. It also includes issues related to hospital facilities and environment; provision of health information, counseling and communication; emergency services and patient transport; preventive medicine, environmental hygiene, food safety; patient rights, professional ethics, etc.
To ensure the Dashboard is truly effective, the Department of Health requires the Directors of healthcare facilities in the area to seriously and actively participate; directly supervise the receiving, processing, and responding to feedback; and consider this a regular task, linked to the responsibility of the head of the facility.
Source: https://baophapluat.vn/tp-hcm-giai-phap-moi-trong-tiep-nhan-theo-doi-xu-ly-cac-phan-anh-ve-y-te.html
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