Launching Workshop of Patient Satisfaction Index Report 2018

Attending the Workshop were representatives of the Party, Government agencies, ministries, and branches; representatives of leaders of departments, agencies, and units under and under the Ministry of Health; representatives of Departments of Health, provincial general hospitals on duty; representatives of central hospitals in the North…

Prof. Dr. Nguyen Viet Tien – Permanent Deputy Minister of the Ministry of Health speaks at the Workshop

Speaking at the workshop, Prof. Dr. Nguyen Viet Tien – Permanent Deputy Minister of Health, said inpatient and outpatient satisfaction surveys have been widely conducted in hospitals since 2015 and have collected some critical results. This has gradually created positive changes in hospital staff’s thinking, spirit, and service attitude and the quality of hospital medical examination and treatment services.

Up to now, hospitals have actively implemented and received more than 2.5 million comments, making an essential contribution to improving and improving hospital quality. This survey has only been conducted for patients; patients’ family members are in the process of treatment.

The Vietnam Patient Satisfaction Index (PSI) survey was conducted based on telephone interviews with the opinions of discharged inpatients about their experience in various key aspects. during medical examination and treatment.

Since August 2016, the Ministry of Health has assigned the Department of Medical Examination and Treatment Administration as the focal point to chair and cooperate with the Vietnam Initiative to build the Patient Satisfaction Index through mobile and computer technology applications. The cloud enables real-time data collection and analysis and survey results. Following the success of 2017, this is the second year that the survey was conducted with over 7,500 patients and their family members after being discharged from 60 public hospitals in 23 provinces and cities across the country in 2018.

Assoc. Prof. Dr. Luong Ngoc Khue, Director of the Department of Medical Examination and Treatment Administration, speaking at the seminar

Speaking at the seminar, Assoc. Prof. Dr. Luong Ngoc Khue, Director of the Department of Medical Examination and Treatment Administration, also added: To continue to strengthen accountability, publicity, and transparency with the people and increase opportunities for people – service users – to express their views on hospital experiences during medical examination and treatment, thereby promoting improvements in the quality of medical assessment and treatment of hospitals in the direction of “Patient-centered,” the Ministry of Health, experts from the Vietnam Initiative network, Indiana University, USA, and Oxfam Vietnam collaborated to build and pilot a survey of the Patient Satisfaction Index. Vietnam (Patient Satisfaction Index (PSI) short) is based on telephone interviews with inpatients discharged from the hospital about their experiences in various critical aspects of the medical examination and treatment process.

The PSI Patient Satisfaction Index 2018 survey results from a research collaboration between the Ministry of Health and experts from the Vietnam Initiative network, Indiana University, USA, within the framework of the “Equitable Healthcare through PSI” project. It was sponsored by Oxfam Vietnam, the Embassy of Belgium, and the Embassy of the Netherlands.

Methods and results of the Patient Satisfaction Index study were discussed and finalized based on extensive consultations with experts from the Ministry of Health, leaders and staff of quality management departments of hospitals, talk with the patient and the patient’s family. The report has received comments from experts from relevant Departments, Departments, Institutes of the Ministry of Health, Departments of Health, and hospitals participating in the pilot survey program and survey method training program—Patient satisfaction over the phone.

The survey results on 7,500 inpatients and their family members at 60 hospitals showed that the average patient satisfaction index reached 4.04/5, corresponding to the satisfaction level of inpatients; the quality of medical examination and treatment services reached 80.8% of the expectation. Among the 60 surveyed hospitals, 13 have the most patient satisfaction and are in the Very Good rating group, accounting for 21.7% of the surveyed hospitals; 26 are satisfied patients and rated Good. , accounting for 43.3%; the remaining 21 hospitals are in the group of Good, accounting for 35%.

Compared with the survey results of nearly 3,000 inpatients in 29 public hospitals in 2017, the Patient Satisfaction Index in 2018 has improved positively. PSI 2018 reached 4.04/5 compared to PSI 2017, which got 3.98/5 (corresponding to a satisfaction level of 80.8% in 2018 compared to 79.6% in 2017). This is an encouraging result: in 2018, the number of hospitals expanded to survey more than twice that of 2017.

Patient satisfaction surveys have been actively carried out by hospitals every year. The patient’s opinions were heard and recorded. Survey results are relatively consistent with hospital quality.

Nhien Thi Nguyen


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