These complaints and opinions will then be sent to the municipal Department of Health, according to deputy director of the department Tran Thi Nhi Ha.
For example, patients can assess the time they have to wait for a health examination, the payment method, fees charged and the attitude of medical workers towards patients.
The move is aimed at improving the quality of health services, thus helping to increase patients’ satisfaction, she said. Increased satisfaction from patients means the hospitals would have more patients and more income, she added.
Therefore, the department will install kiosks equipped with software to provide more opportunities for patients to review or comment on health services at hospitals more objectively and proactively. The move will be seriously implemented to force hospitals to renew and improve the quality of their health services, Ha said.
The Ministry of Health in 2016 issued a set of criteria to assess hospitals on improving services and increasing patient satisfaction. The 83 criteria were tested over a three-year basis. Nineteen of the criteria were related to patient care, 14 to workforce development, 38 to professional quality, eight to quality improvement and four to professional knowledge.
