• Lien Pham

Vietnam Patient Satisfaction 2018 Launching Workshop

Updated: Jul 3, 2020

On May 30, 2019, in Hanoi, the Ministry of Health in collaboration with the Vietnam Initiative Organization held a Workshop to announce the Patient Satisfaction Index 2018. Prof. Dr. Nguyen Viet Tien - Deputy Minister The standing member of the Ministry of Health attends and speaks at the Workshop.

According to the Ministry of Health Web Portal


Attending the Conference were representatives of Party agencies, Government, ministries, branches; representatives of Departments, Departments, Units under and attached to the Ministry of Health, representatives of Departments of Health and Provincial General Hospitals; representatives of the central hospitals in the North ...

GS.TS Nguyen Viet Tien - Deputy Minister, Ministry of Health speech at the Conference: Inpatient and outpatient satisfaction surveys have been conducted widely in hospitals since 2015 and obtained some important results. This has gradually created positive changes in the mind, spirit, and service attitude of hospital staff in particular, as well as the quality of medical examination and treatment services in general hospitals. So far, hospitals have actively implemented and have collected more than 2.5 million comments, making an important contribution to improving and improving the quality of hospitals. This survey has only been conducted for patients and their families who are in the process of treatment. The Patient Satisfaction Index (PSI) survey was conducted based on electric interviews. Dialing up the opinion of inpatients who have been discharged from the hospital on experiences in various key aspects of the medical examination and treatment process. From August 2016, the Ministry of Health has assigned the Department of Medical Examination and Treatment Management. act as the focal point in coordinating with the Vietnam Initiative to develop the Satisfaction index of patients through the application of mobile technology, cloud computing to collect, analyze data and survey results over time. real time. Following the success of 2017, this is the second year the survey was conducted with over 7,500 patients and their family members after leaving the hospital in 60 public hospitals in 23 provinces and cities across the country in 2018.

Assoc.Prof. Dr. Luong Ngoc Khue, Director of Administration of Examination and Treatment, spoke at the Workshop

Speaking at the Workshop, Assoc.Prof. Dr. Luong Ngoc Khue, Director of Administration of Medical Examination and Treatment also added: To further strengthen accountability, publicity and transparency with the people and increase opportunities for people - users of the service - to express their views on hospital experiences in the process of medical examination and treatment, thereby promoting the improvement of medical examination and treatment quality of hospitals towards "Patient-centered", Ministry of Health, experts of Vietnam Initiative Network, Indiana University, USA and Oxfam Vietnam cooperated to develop and pilot the Patient Satisfaction Index Vietnam (Patient Satisfaction Index - PSI) is based on a telephone interview with the in-patient evaluation of patients who have been discharged from the hospital on experiences in various key aspects of the medical examination and treatment.

The PSI 2018 Patient Satisfaction Index is the result of a research collaboration between the Ministry of Health and experts of the Vietnam Initiative Network, Indiana University, USA under the Equitable Healthcare through PSI Project. funded by Oxfam Vietnam, the Belgian Embassy and the Dutch Embassy. Methods and results of the index Satisfaction of patients is discussed and completed based on extensive consultations with experts of the Ministry of Health, leaders and staff of hospital quality management departments, consultation with patients and patients' relatives.

The report received comments from experts from relevant Departments, Departments and Institutes of the Ministry of Health, Departments of Health and hospitals participating in the pilot survey program, survey method training program. The results of the survey on 7,500 inpatients and their family members followed care in 60 hospitals showed that the average patient satisfaction index was 4.04 / 5, corresponding to satisfaction of inpatients with the quality of medical examination and treatment services reached 80.8% of the expectation.

Out of 60 surveyed hospitals, 13 were the most satisfied patients and in the Very Good group, accounting for 21.7% of the surveyed hospitals, 26 hospitals were satisfied and ranked Good , accounting for 43.3% of the remaining 21 hospitals ranked in the Fair group, accounting for 35% .Compared with the survey results of nearly 3,000 inpatients in 29 public hospitals in 2017, the Patient Satisfaction Index 2018 There have been improvements in the positive direction. The PSI 2018 index is 4.04 / 5 compared to the 2017 PSI of 3.98 / 5 (corresponding to the satisfaction level of 80.8% in 2018 compared to 79.6% in 2017). This is an encouraging result in the context that the number of expanded hospitals surveyed more than twice as much as in 2017.

The patient satisfaction survey has been actively performed by hospitals every year. The opinions of the patient were listened to and noted. Survey results are relatively consistent with the quality of the hospital./

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