Patient satisfaction rates continue to increase

The Hanoi Department of Health has just announced the results of a survey assessing patient satisfaction in the fourth quarter of 2024. The satisfaction rate for the hospital sector is 97.11%, and 96.69% for the Medical Center and 115 Emergency Center sectors.

The Hanoi Department of Health has just announced the results of a survey assessing patient satisfaction in the fourth quarter of 2024. The satisfaction rate for the hospital sector is 97.11%, and 96.69% for the Medical Center and 115 Emergency Center sectors.

In the fourth quarter of 2024, the Department of Health conducted a survey at 86 hospitals (42 public hospitals and 44 non-public hospitals), showing that the overall patient satisfaction rate was 97.11%, an increase of 1.41% compared to the third quarter. Of which, the public hospital sector achieved a satisfaction rate of 95.83%, an increase of 0.53%, and the non-public hospital sector achieved 98.83%, an increase of 2.63%.

The Department of Health requires units to actively conduct surveys on the satisfaction and dissatisfaction of patients and people when coming to the unit for medical examination and treatment and using services.

For inpatients, the satisfaction rate in public hospitals was 95.86%, up 0.33% compared to the third quarter, but decreased in non-public hospitals, with the rate being 97.50%, down 1.3%.

For outpatients, the average satisfaction rate was 96.03%, up 1.53% from the third quarter in the public sector, and 98.69% in the non-public sector (98.7% in the third quarter).

The overall satisfaction rate of patients at the medical center and 115 Emergency Center was 96.69%, equivalent to the third quarter (96.6%).

Patients' comments need to be received and survey results used to evaluate, analyze causes and propose solutions to increase people's and patients' satisfaction when using medical services.

Previously, the Hanoi Department of Health also announced the results of a survey on patient satisfaction in the third quarter of 2024, with the satisfaction rate for hospitals being 95.7% and 96.6% for medical centers.

Specifically, a survey at 42 public hospitals and 43 non-public hospitals showed that the overall patient satisfaction level was 95.7%, of which the public hospital sector was 95.3% and the non-public sector was 96.2%.

The satisfaction rate of inpatients in public hospitals was 95.5%, and that of non-public hospitals was 98.8%. Outpatients had an average satisfaction rate of 94.5% in the public sector and 98.7% in the non-public sector. The overall satisfaction rate of mothers giving birth at hospitals was 98.3% in the public sector and 92.5% in the non-public sector.

The average total score for inpatients was 4.37 in public hospitals and 4.70 in non-public hospitals. For outpatients, the average total score was 4.33 in public hospitals and 4.78 in non-public hospitals. For patients in medical centers, the average satisfaction rate was 96.6%, with an average total score of 4.63.

Based on the survey results, the Department of Health requires hospitals and medical centers to seriously implement the unit's 2024 patient satisfaction assessment plan, absorb patient feedback and propose solutions to overcome shortcomings, improve service quality and create patient satisfaction.

The Department of Health also recommended that the Ministry of Health study and change the form of patient satisfaction survey to a survey of dissatisfaction and causes in order to propose effective and earliest remedial measures.

Dr. Duong Huy Luong, Deputy Director of the Department of Medical Examination and Treatment Management, Ministry of Health, said that after more than 10 years of applying the set of 83 criteria for evaluating hospital quality, the appearance of many hospitals has changed significantly, recognized and supported by the Government and the people.

This is demonstrated by the Law on Medical Examination and Treatment No. 15/2023/QH15 passed on January 9, 2023, which stipulates the development of a set of hospital quality standards and quality assessment and certification activities.

The Department of Medical Examination and Treatment Management, Ministry of Health is the focal unit responsible for developing quality standards for medical examination and treatment facilities, including the Basic Hospital Quality Standards and the Advanced Hospital Quality Standards.

The Basic Hospital Quality Standards will be drafted based on criteria from level 1 to level 3, while the Advanced Hospital Quality Standards will draft criteria from level 4 (approaching international hospitals in the Asia region) and level 5 (approaching international hospitals in the world).

The Department of Medical Examination and Treatment Management emphasized that all hospitals nationwide will have to complete basic hospital quality standards to maintain operations. The Department will also publish a list of hospitals that meet basic standards so that people can choose a place for medical examination and treatment that meets national standards.

Source: https://baodautu.vn/ty-le-hai-long-cua-nguoi-benh-tiep-tuc-tang-d240251.html