Patients’ complaints are sent to leaders of HCM City Paediatrics Hospital 1 via a new system installed there by the city’s Department of Health. (Source: HCM City Department of Health)HCM City (VNA) - Patients sent complaints aboutwaiting for tests, motorbike parking and toilets to leaders of HCM CityPaediatrics Hospital 1 via a new system installed there by the city’sDepartment of Health.
Via the new computer-based system, patients access an e-survey with questionson 15 kinds of services which the hospital provides, including registration forhealth checks, payment of hospital fees, attitude and communication of hospitalstaff, quality of toilets and vehicle parking service.
The online system is accessible by hospital management as well as the city’sDepartment of Health to view the answers submitted.
The department every week sends a report including complaints via the onlinesystem and its hot line to the hospital and requires the hospital’s leaders toserve patients better.
Dr Nguyen Thanh Hung, head of the Paediatrics Hospital 1, said that since theinstallation of the system at the end of last month, the hospital has receivedthe highest dissatisfaction about the long waits for tests, not enough spacesfor motorbike parking and dirty toilets in the hospital.
After receiving the complaints, the hospital’s quality management division andother relevant agencies analysed the causes, Hung said.
Parents, who brought their children to the hospital for health examination andtreatment, did not park motorbikes at the hospital because people, who do notcome to the hospital for treatment, parked their motorbikes there to walk totheir company, he added.
The hospital stopped working with the provider of the toilet cleaning serviceand is cooperating with another one.
Itinstalled two testing systems at its health examination department.
As a result, there had been no complaints about these things, Hung said.
Tang Chi Thuong, deputy head of the city’s Department of Health, said thatthe management of hospital quality should “start frompatients’ dissatisfaction with hospitals”.
Le Thi Huong Van from Dong Thap province in the Mekong Deltaregion, who brought her child to the Paediatrics Hospital 1, said that shecomplained about the long time she waited for an examination for her childbecause of overcrowding.
She felt satisfactory with the feedback system because it helped send herdissatisfaction with the hospital to its leaders rapidly, Van said.
The Paediatrics Hospital 1 is the first public hospital in the city with theinstallation of the system.
The department plans to install the system at all public hospitals in the cityby May 10.
It aims to encourage patients to voice their dissatisfaction with hospitals toimprove the quality of the health care services.-VNA
Via the new computer-based system, patients access an e-survey with questionson 15 kinds of services which the hospital provides, including registration forhealth checks, payment of hospital fees, attitude and communication of hospitalstaff, quality of toilets and vehicle parking service.
The online system is accessible by hospital management as well as the city’sDepartment of Health to view the answers submitted.
The department every week sends a report including complaints via the onlinesystem and its hot line to the hospital and requires the hospital’s leaders toserve patients better.
Dr Nguyen Thanh Hung, head of the Paediatrics Hospital 1, said that since theinstallation of the system at the end of last month, the hospital has receivedthe highest dissatisfaction about the long waits for tests, not enough spacesfor motorbike parking and dirty toilets in the hospital.
After receiving the complaints, the hospital’s quality management division andother relevant agencies analysed the causes, Hung said.
Parents, who brought their children to the hospital for health examination andtreatment, did not park motorbikes at the hospital because people, who do notcome to the hospital for treatment, parked their motorbikes there to walk totheir company, he added.
The hospital stopped working with the provider of the toilet cleaning serviceand is cooperating with another one.
Itinstalled two testing systems at its health examination department.
As a result, there had been no complaints about these things, Hung said.
Tang Chi Thuong, deputy head of the city’s Department of Health, said thatthe management of hospital quality should “start frompatients’ dissatisfaction with hospitals”.
Le Thi Huong Van from Dong Thap province in the Mekong Deltaregion, who brought her child to the Paediatrics Hospital 1, said that shecomplained about the long time she waited for an examination for her childbecause of overcrowding.
She felt satisfactory with the feedback system because it helped send herdissatisfaction with the hospital to its leaders rapidly, Van said.
The Paediatrics Hospital 1 is the first public hospital in the city with theinstallation of the system.
The department plans to install the system at all public hospitals in the cityby May 10.
It aims to encourage patients to voice their dissatisfaction with hospitals toimprove the quality of the health care services.-VNA
VNA
