MINISTRY
OF HEALTH
------- |
SOCIALIST
REPUBLIC OF VIETNAM
Independence - Freedom – Happiness --------------- |
No.:
2151/QD-BYT
|
Hanoi,
04 June 2015
|
DECISION
APPROVING THE PLAN FOR IMPLEMENTATION OF
"INNOVATION OF SERVING MANNER AND ATTITUDE OF HEALTH OFFICIALS TOWARD THE
SATISFACTION OF PATIENTS"
MINISTER OF HEALTH
Pursuant
to the Law on corruption prevention No. 55/2005/QH11 dated 09 December 2005;
Pursuant
to the Law on cadres and public servants No. 22/2008/QH12 dated 13 November
2008;
Pursuant
to the Law on official No. 58/2010/QH12 dated 15 November 2010;
Pursuant
to the Law on health examination and treatment No. 40/2009/QH12 dated 23
November 2009;
Pursuant
to the Decree No. 04/2015/ND-CP dated 09 January 2015 of the Government on
implementation of democracy in activities of state administrative organs and public non-business units;
Pursuant
to Decree No. 63/2012 / ND-CP dated 31 August 2012 of the Government
stipulating the functions, duties and organizational structure of the Ministry
of Health;
Considering
the request of Director General of Department
of Personnel and Organisation and Director of Medical Services
Department;
DECIDES:
Article
1. Approving with this Decision the Plan for implementation of
"Innovation of serving manner and attitude of health officials toward the
satisfaction of patients" (including public servants, officials and
employees at the health facilities in the country).
Article
2. This Decision takes effect from its signing and issue date.
Article
3. Chief of Ministerial Office, Director General of Department of Personnel and Organisation, Director of Medical Services
Department, Director General of Departments and Directors of Departments of the
Ministry of Health, Director of Departments of Health of provinces and
centrally-run cities and Heads of relevant units are liable to execute this
Decision./.
MINISTER
Nguyen Thi Kim Tien |
PLAN
FOR IMPLEMENTATION OF "INNOVATION OF SERVING
MANNER AND ATTITUDE OF HEALTH OFFICIALS TOWARD THE SATISFACTION OF
PATIENTS"
(Approved in Decision No. 2151/QD-BYT dated 04 June 2015)
(Approved in Decision No. 2151/QD-BYT dated 04 June 2015)
I. PURPOSE AND REQUIREMENT
1.
Purpose:
Fully
implementing the contents “Innovation of serving manner and attitude of
health officials toward the satisfaction of patients" in order to
change the serving perception, attitude and manner towards patients of medical
officials, exercise of communication and behavior skills, serving spirit and
attitude enhancement to reinforce trust and satisfaction of patients.
-
Creating favorable and good conditions to help people to access health services
and build beautiful images of the Vietnamese health officials.
2.
Requirements
- The
leadership of Department of Health of provinces and centrally-run cities and
the leadership of health facilities from central to local level, based on this
Plan, shall fully implement the contents “Innovation of serving
manner and attitude of health officials toward the satisfaction of patients".
- 100%
health facilities shall implement the propagation and thoroughly grasp the
innovation contents to all public servants, officials and employees under their
management and strictly carry out the contents of the Plan and are determined
to properly comply with the set purposes.
- For
other health facilities which shall apply to implement the contents of the Plan
based on the actual situation.
- The
organization of the implementation of the Plan must be maintained in order,
regularly and continuously the method of implementation must be consistent with
the actual situation of the unit.
II. SPECIFIC DUTIES
1.
Establishment of Steering Committee for implementation organization
1.1.
Central-level Steering Committee: The Ministry of Health shall
establish a Steering Committee and a working Team with the Secretary of the
Party Commission, the Health Minister as its Head, the Deputy Minister of
Health as standing Deputy Head, Director General of Department of Personnel and Organisation
and Director of Medical Services Department, the Chairman of Vietnam Union of
Health as Deputy Head, the Heads of Department/Authority/Ministerial
Office/Ministerial Inspector and Directors of Hanoi and HoChiMinh city
Department of Health as members.
- The
Steering Committee shall formulate the Regulation on operation and assign duty
to its members.
- The
Ministry of Health shall send its official Letter to the People’s Committee of
provinces and cities to direct the implementation.
1.2.
Steering Committee of provinces and centrally-run cities: In provinces
and centrally-run cities, establishing a Steering Committee for Plan implementation
with composition: Leadership of People’s Committee of provinces and
centrally-run cities as Head, Director of Department of Health as standing
Deputy Head, Chairman of sector union as Deputy Head and leadership of Division
of Personnel and Organisation of Department of Health as
standing members and leadership of Divisions of Department of Health and
Directors of some hospitals as other members.
- The
Steering Committees of provinces and cities shall assign duties of its members
and formulate plan specifically and in detail as per characteristics of each
locality; provide instructions and direction to the units under their
management for implementation.
1.3.
The Steering Committees of hospitals: Director as Head, Head of
Division of Personnel and
Organisation and Chairman of hospital
Union as Deputy Heads, leadership of mass organizations, divisions, departments
and the equivalent as members. The Steering Committees of units must
implement the plan in detail under the guidelines of the superior Steering
Committees in accordance with characteristics of each unit.
The Steering
Committees from the central to local level and at the units must be established
by June 2015 for operation;
2.
Training to improve communication skills for health officials
2.1.
Composition of training:
- The
Ministry of Health provides the training for rapporteurs of Departments of
Health of provinces and cities and the health facilities under the management
of the Ministry of Health (the Department of Health and the units directly
under the Ministry of Health shall choose and register the number of rapporteur
to be trained with the Ministry of Health.
- The
Department of Health shall provides the training to the provincial and
district-level hospitals directly under the management of Department of Health
(the hospital under the management of Department of Health shall choose their
rapporteurs and register the number with the Department of Health).
- The
rapporteurs chosen by the hospitals, after being trained by the Ministry of
Health (for hospitals directly under the Ministry), and by the Department of
Health (for hospitals directly under the Department), shall directly provide
the training back to the medical staff at the unit (leaders of departments,
doctors, nurse, nurse assistant, administrative staff, security guards and
vehicle keeper); immediately focus on training for medical officials of
check-up department, obstetrics depart, surgery department, emergency and
resuscitation department, Surgery -
Anesthesia-Intensive care Department,
patient reception division and administrative division (receiving
and dealing with records and administrative procedures like payment of hospital
charges, medical insurance....), division of security, vehicle keeping,
newly-recruited employees, labor contract....
2.2.
Training content, program and materials:
-
Content: Communication skills and behavioral culture in situations of
communication with patients and people.
- The
Ministry of Health shall formulate plan, contents and sample training materials
setting out hypothetical situations, the behavior patterns to each different
patient subject at different location in hospital to be provided for the units.
- The
Department of Health of provinces and cities shall formulate plan, contents and
program of materials of training on the basis of reference to the plan and
contents of the Ministry of Health.
- The
health facilities in the country shall formulate plan, prepare contents,
program and materials of training for their units.
- The
units shall review and classify subjects for training and organization of
training courses of communication skills and behavioral culture to each medical
official with the training composition as instructed above.
The
training of communication skills shall be implemented from June and July/2015
with regular implementation.
3.
Establishment of “customers” caring units
- The
Ministry of Health shall issue the Circular on the Social Work Department
defining its functions, duties, organizational structure and operation.
- The hospitals
shall formulate plan for implementation of Social Work Department with
organization and staff under regulation after the Ministry issues this
Circular.
- The
hospitals shall deploy the “customer” caring division associate with duties of
communication, health education at the check-up Department.
The
expected time to issue this Circular is before 30 July 2015.
4.
Regulation on costume of medical officials
- The
Ministry of Health shall develop the Regulation on medical costume in order to
help patients easily recognize the professional title of public servants,
official and employees working at health facilities.
- All
health facilities shall formulate the roadmap for implementation of medical
costume for each medical public servant, official and employee as prescribed by
the Ministry of Health and requires all medical officials to strictly comply
with regulations on medical costumes.
The
expected time to issue this Circular is before 30 July 2015. All health
facilities shall make preparation from August 2015 and implement the medical
costume from 01 January 2016.
5.
Continued implementation of the "hot line" in accordance with
Directive No. 09 / CT-BYT
-
Showing respect and listening to comments and annoyances of people, all units
in the health sector must continue the implementation, enhancement and
improvement of “hot line” in accordance with Directive No. 09 / CT-BYT dated 22
November 2013 on the strengthening of reception and handling of comments of
people on the quality of health examination and treatment through the hot line.
- The
central-level hospitals, the Department of Health of provinces and cities and
all units in the health sector shall assign their medical public servants and
officials to be on 24/24h hotline duty.
- The
Central Steering Committee and the Steering Committee of provinces and
centrally-run cities and the Steering Committee of units shall organize the
inspection, examination and monitoring the public list of hotline telephone
number and email address with size large enough for people to recognize at the
inpatient Department and the checkup Department in the hospitals; strictly deal
with individuals who do not complete their duties and promptly aggregate and
report to the Ministry of Health under regulation.
6.
Maintenance and strengthening of comment box
- The
Ministry of Health shall develop a Circular on comment box to respect and
listen to the opinions and recommendations of medical officials and people as a
basis for correcting the working way, serving manner, spirit and attitude
towards people of the medical officials.
- All
health facilities shall place the comment box at busy location or
easily-accessible location for people, at checkup department, clinical
department, para-clinical department, inpatient department and other
departments implementing the medical services.
-
Promptly deal with all comments of people through the comment box as prescribed
by law.
The
expected time to issue this Circular is before 30 July 2015. All units in the
health sector must strengthen and complete the comment box by August 2015 and
maintain it regularly.
7.
Implementation of Scheme “Patient assistance in hospital”
- The Ministry of Health in collaboration with
Vietnam Young Physician Association (VYPA) shall implement the
Scheme “Patient assistance in hospital” in order to promote the leading and
volunteer spirit of the youth in assisting patients and their families upon
examination and treatment; evoke the spirit of solidarity, care and assistance
of patients who are in distress and illness to reduce overloading in reception
and health examination at hospitals.
- Each
hospital shall coordinate with the Young
Physician Association at the same level to organize the volunteer youth Team
for “Patient assistance”, the members of which are young unionist and students
of medicine.
- The Young Physician Association shall provide
instructions and professional training for the members of volunteer youth Team.
- Time
of implementation:
+ From
June/2015: Deploy the volunteer youth
Team for “Patient assistance” in 5 large cities (Hanoi, Hue, Danang, HoChiMinh
City and Can Tho).
+ From
July 2015: Deploy the volunteer youth
Team for “Patient assistance” in all central-level hospitals and in 63 general
hospitals of provinces and cities.
+ For
the next stage: From 2016, Deploy the volunteer
youth Team for “Patient assistance” in most of the hospitals in the country
with large flow of patients.
8.
Development of serving manner and attitude which is civilized, friendly without
negativity.
- The
units shall build slogan or message which is short, easy to remember, easy to
implement in accordance with actual situation of their units in the spirit of
direction and guidance of the Ministry of Health to ensure all departments and
hospital have the slogan: “Warm receipt for patients upon arrival,
whole-hearted care upon hospitalization and considerate advice upon discharge”.
Implement various forms and focus on regular organization of contests at
hospital level to all subjects on code of conduct and communication culture.
- The
health union levels shall launch the emulation movement “Enthusiasm for medical
ethics and intensive practice of medicine”; build the image of medical official
with “Smile from the heart” with the serving manner and attitude which is
civilized, friendly without negativity.
- In all
hospital departments, the heads with Party organizations, unions and other
organizations (Nursing association, Veteran association, Women association...)
shall discuss and issue remedial measures for improper behaviors of each
medical official within Departments to patients such as: indifference,
irritability, arrogance, authoritarianism with signs of hint for money or gift
which causes annoyance to patients.
- Take
measures to carry out the annual inspection and monitoring associated with
operational quality of hospitals and of unitons at all levels at the units.
-
Develop plan for assessing the satisfaction of patients based on the
sociological assessment tool associated with the administrative innovation in
the health sector.
- The
units shall issue the sanctions and handling of violation to be included in the
operational regulation of their units accordingly.
From
2016, on a monthly basis, all health facilities in the country must carry out
the assessment of satisfaction of patients and make a report to the Department
of Health, the Ministry of Health and the People’s Committee of provinces and
centrally-run cities under regulations.
9.
Signing of commitment and implementation of committed contents
9.1.
Subjects and committed contents
a) The
medical staff in departments shall commit their heads of department to the
implementation: Refer to the contents in Form No.1 of the Annex issued with
this Plan.
b) The
heads of departments shall commit the hospital Director to the implementation:
Refer to the contents in Form No.2 of the Annex.
c) The
hospital Directors directly under the Department of Health of provinces and
cities shall commit the Director of Department of Health to the implementation:
Refer to the contents in Form No.3 of the Annex.
d) The
Directors of hospitals directly under the Ministry of Health shall commit the
leadership of the Ministry of Health to the implementation: Refer to the
contents in Form No.3 of the Annex.
e) The
Directors of Departments of Health shall commit the leadership of People’s
Committee of provinces and cities to the implementation: Refer to the contents
in Form No.4 of the Annex.
9.2.
Roadmap for committed implementation:
- All
localities and health facilities in the country shall sign to commit to the
implementation among subjects as instructed.
For
hospitals under the management of the Ministry:
+
Organize by themselves the signing of committed implementation at their
hospitals.
+
Organize the signing of committed implementation before the witness and
monitoring of leadership of the Ministry of Health: at Bach Mai hospital, K
hospital, Central ENT hospital, Central obstetrics hospital, Central pediatrics
hospital, Viet-Duc friendship hospital, Hanoi odonto-stomatology hospital,
Central traditional medicine, E hospital, Friendship hospital, Hue Central
hospital, Danang C hospital, Cho Ray hospital and Thong Nhat hospital.
The time
for units to commit to the implementation is within July 2015 and from June
2015 for major units directly under the Ministry of Health.
10.
Inspection, examination and monitoring of implementation
10.1.
Composition of inspection and examination
- The
central Steering Committee shall organize the inspection and examination at
localities and health facilities in the country.
- The
Steering Committee of provinces and centrally-run cities shall organize the
inspection and examination at the health facilities in the areas of provinces
and cities.
- The
Steering Committee of public hospitals shall inspect the implementation of
innovation contents at their units.
- The
Steering Committee of provinces and cities shall aggregate and report the
result of inspection and examination to the Central Steering Committee.
10.2.
Contents of inspection and examination:
-
Implementation of Plan: Establish the Steering Committee and carry out the
duties specified in the Plan, contents of commitment, implementation of
commitment and obtained result.
- The
implementation of legal normative documents related to the contents of
innovation of serving manner and attitude of medical officials towards the
satisfaction of patients.
10.3.
Form of information receipt for inspection and examination:
-
Hotline
-
Comment box
-
Comments of people.
- Survey
and assessment of satisfaction of patients.
- Mass
media system and other channels.
- The
Steering Committee at all levels shall establish the inspection and examination
delegations as planned and carry out the unscheduled inspection.
The
inspection and examination delegations are equipped with visual and audio and
video recording equipment to obtain the objective evidences at the health
facilities.
Time
of inspection and examination: From August 2015 with regular performance.
11.
Commendation and award and handling of violation
The
health facilities in the country shall:
-
Develop the Regulation on emulation and commendation and award and as
prescribed by law and under the authority of Head of units; set out criteria
for emulation specifically and in accordance with characteristics of their
units.
- Timely
praise and commendation and award in any form to encourage the organizations
and individuals to properly carry out the content “ Innovation of serving
manner and attitude of medical officials towards the satisfaction of patients”
which is praised by people through direct comment, comment box, hotline...
-
Develop the Regulation on handling of violation and discipline under the
authority of Head of unit and as prescribed by law; issue the criteria for
assessment of seriousness of violation and in accordance with characteristics
of their units and law;
-
Organize the preliminary summary and final summary of implementation; handling
of cases of violation of code of conduct as per the comments of people through
direct comment, information channels, comment box, hotline, inspection,
examination....; commit to strict handling of individuals who violate the code
of conduct causing serious consequence.
12.
Communication work
- The
Ministry of Health shall organize wide communication of activity “Innovation of
serving manner and attitude of medical officials towards the satisfaction of
patient” to all medical officials in the health sector and people through
information channels, focusing on the following contents:
+ Set a
good example of medical officials with respect to the serving manner and
attitude towards patients.
+
Criticize the bad manners of behavior of medical officials towards patients and
their families.
- The
units shall develop and carry out by themselves the plan of communication and
propagation in any form of policies of the Ministry of Health on the contents
of innovation to:
+ Public
servants, officials and employees in their units.
+
Patients and fheir families and people.
13.
Information, report and organization of preliminary summary and final summary
- The
Steering Committee of public hospitals shall report the result of implementaton
to the superior Steering Committee.
- The
Steering Committee of provinces and centrally-run cities shall report the
result of implementaton of “Innovation of serving manner and attitude of the
medical officials towards the satisfaction of patients” to the Ministry of
Health (through the Department of
Personnel and Organisation and the People’s Committee of
provinces and cities once for every 3 times on the 25th date of the last month
of quarter.
- The
Steering Committee at all levels shall organize the preliminary summary of
implementation in the last month of 2015 and the final summary before the 25th
date of November annually and issue the direction and plan and duties for
following year.
III. FUND FOR IMPLEMENTATION
1.
The Central Steering Committee:
- The
fund for operation of the Central Steering Committee and the inspection,
examination, preliminary summary and final summary, commendation and award is
from the state budget and other legal funds.
- The
fund for developing Circulars shall be estimated by the assigned units to be
submitted to the leadership of the Ministry for approval.
2.
The Steering Committee of provinces and centrally-run cities
- The
fund for operation of the Steering Committee of provinces and centrally-run
cities is from the budget of provinces and cities and other legal funds.
3.
The Steering Committee of public hospitals
- All
public hospitals in the country shall formulate the plan and estimate fund for
implementation of innovation to be submitted to the competent authorities for
approval.
IV. IMPLEMENTATION
1.
Central level:
a) The Medical Services Department under the
Ministry of Health is responsible for formulating Circular on costume of
medical staff and Circular defining functions and duties and organizational
structure of the Social Work Department in hospitals; coordinating with the
functional units to monitor the implementation of hotline and comment box;
coordinating with the Department
of Personnel and
Organisation to provide
instructions on signing the commitment to the implementation between the
medical officials and Departments and between Departments and the hospitals,
between the hospitals and the Department of Health and the Ministry of Health
and between the Departments of Health of provinces and cities and the People’s
Committee of provinces and cities.
b) The Department of Personnel and Organisation is responsible for:
-
Coordinating with other units to formulate Circular on comment box and submit
it to the Minister for issue; providing instructions for localities and health
facilities to sign commitment to implementation.
-
Coordinating with other Departments/Authorities
to implement the training plan for communication and behavior skills,
inspection, examination of implementation of regulations on management of
public servants and officials as prescribed by law; strictly handling cases of
violation of code of conduct.
-
Coordinating with the Vietnam Union of
Health and other relevant units to direct and provide the training of
communication skills; developing the contents of training program and preparing
materials and training teachers.
c)
Department of Communication & Emulation, Commendation is responsible:
-
Formulating wide communication plan in medical officials and people on the
innovation of serving manner and attitude of medical officials towards the
satisfaction of patients and implementing the communication plan.
-
Providing other units to formulate the Regulation on emulation, commendation
and award; giving timely awards to organizations and individuals that have
properly implemented the content “Innovation of serving manner and attitude of
medical officials towards the satisfaction of patients”.
d) The
Office of the Ministry of Health shall coordinate with other Departments/Authorities to take good
advantage of hotline at the units; coordinate with the Planning – Finance
Department and relevant units in providing instructions on estimation and use
of serving funds.
dd)
Inspector of the Ministry of Health is responsible for coordinating with the
Medical Services Department and other Departments/Authorities to plan the
inspection and examination of implementation of rules and regulations on
hospitals, hotline and comment box.
e) The
Planning – Finance Department shall coordinate with the Office of the Ministry
and relevant units,
g) The Health Policy and Strategy Institute shall coordinate with the
Medical Services Department, the Department of Personnel and Organisation and other relevant units in
developing the sample assessment tool of satisfaction of patients
h) The
Central Health Communication and Education Center is responsible for
implementing the communication Plan on innovation of serving manner and
attitude of medical officials; directing the Health Communication and Education
Centers of provinces and cities to implement the Plan in the areas as per their
functions and duties.
i) The Vietnam Young Physician Association is
responsible for effectively coordinated implementation of the Scheme “Patient
assistance in hospital”.
k) Based
on the function and duties, the Department/Authority/General Department/Health
and Life Newspaper under the management of Ministry of Health shall carry out
the propagation, direction, instructions, inspection and examination of
implementation of contents in this Plan.
l) The
health facilities directly under the Ministry of Health shall fully implement
the contents in this Plan and report to the Ministry of Health under
regulations.
2. Local
level
a) People’s
Committee of provinces and cities:
-
Chairman of provinces and cities shall direct the Department of Health and the
health facilities in the area to fully implement the contents in this Plan,
establish the Steering Committee at provincial and city level; organize the
signing of commitment to implementation under regulation; establish delegations
of inspection and examination of plan implementation at Department of Health,
the health facilities in the area and the serving manner and attitude of
medical officials; ensure funds for activities in the Plan.
-
Mobilize the participation of party executive committee and government at
various levels, the politica and social-political organizations and coordinate
with the health sector to implement the contents of innovation of serving
manners and attitude of medical officials.
b) The
Department of provinces and centrally-run cities shall:
- Give
advice to the People’s Committee of provinces and centrally-run cities,
establish the Steering Committee at provincial and city level in the plan
implementation.
-
Provide the training for the rapporteurs of subordinate units, carry out the
inspection, examination, preliminary summary and final summary of innovation of
serving manner and attitude of medical officials in their management areas.
- Give
advice to the People’s Committee of provinces and cities on additional
allocation of fund from localities and mobilize other funds (if any) to ensure
the fund for plan implementation.
c) The
public hospitals in the country, based on the direction of the competent
authorities, shall establish the the Steering Commitees, formulate plan and
implement it and report to the superior level under regulations./.
ANNEX
LIST OF FORMS OF SIGNING COMMITMENT TO IMPLEMENTATION
OF “INNOVATION OF SERVING MANNER AND ATTITUDE OF MEDICAL OFFICIALS TOWARDS THE
SATISFACTION OF PATIENTS”
(Issued with Decision No. 2151/QD-BYT dated 04 June 2015)
(Issued with Decision No. 2151/QD-BYT dated 04 June 2015)
Form 1
|
Commitment of medical
officials to the Head of Department
|
Form 2
|
Commitment of Head of
Department to Hospital Director
|
Form 3
|
Commitment
of Hospital Director to Director of Department of Health
Commitment of Hospital
Director to the Leadership of the Ministry of Health
|
Form 4
|
Commitment
of Director of Department of Health to the People’s Committee of provinces
and cities
|
Form
1 - Commitment of medical officials to the Head of Department
UNIT………………………..
Department…………………. |
SOCIALIST REPUBLIC OF VIETNAM
Independence - Freedom - Happiness
---------------
|
…….,
date........ 2015
|
COMMITMENT
Of medical official to implement the content “
Innovation of serving manner and attitude towards the satisfaction of patients”
Full
name:
........................................................................................................................
Position:
.........................................................................................................................
Hereby
commits the proper implementation of contents and criteria (Rule) as follows:
1.
Participate in all training of communication and behavior skills.
2. Be
friendly upon contact with patients (through greetings, eye contact, smile, and
friendly gesture towards patients).
3. Be
willing to give whole-hearted instructions, advice, examination, treatment and
care to patients.
4. Not
receive gifts from patients in any form; not look for gain from patients or
patients’ families; not have negative acts.
5.
Comply with regulations on medical costume.
6. Show
respect, solidairty and be willing to share and help colleagues and not shift
responsibility or shortcoming to colleagues.
7. Take
personal responsibility before the Head of Department, hospital Director and
law upon violation of regulation on code of behavior.
Head
of Department
(Signature and full name) |
Union
team leader
(Signature and full name) |
Committing
individual
((Signature and full name) |
Form
2 - Commitment of Head of Department to hospital Director
UNIT………………………..
Department…………………. |
SOCIALIST REPUBLIC OF VIETNAM
Independence - Freedom - Happiness
---------------
|
…….,
date........ 2015
|
COMMITMENT
TO IMPLEMENTATION OF “INNOVATION OF SERVING MANNER AND
ATTITUDE OF MEDICAL OFFICIALS TOWARDS THE SATISFACTION OF PATIENTS”
Head
of Department: .....................................................................................................
Hereby
commit to encourage all staff of Department to strive to implement well the
following contents and criteria:
A.
For Department:
1. 100%
of public servants, officials and employees of Department shall be provided
with the training of communication and behavior skills; be friendly with
patients (through greetings, eye contact, smile, and friendly gesture towards
patients); be willing to give whole-hearted instructions, advice, examination,
treatment and care to patients.
2. Have
the “customer” care division to provide instructions to patients (only apply to
the prescribed Departments).
3. 100%
of officials of Department shall not receive gift from patients in any form;
not look for gain from patients or patients’ families.
4.
Comply with regulations on medical costume.
5. Take
good advantage of hotline and comment box in accordance with regulation.
6.
Properly comply with the slogan “Warm receipt for patients upon arrival,
whole-hearted care upon hospitalization and considerate advice upon discharge”.
7. 100%
of officials and employees in Department sign such commitments to the Head of
Department.
B.
Instructions to patients and patients’ families:
1. Show
respect to medical officials;
2. Keep
security, order and comply with rule of hygienic life style in hospital;
3.
Update information on health education of hospital;
4.
Absolutely comply with rule of no smoking in hospital;
5.
Properly comply with instructions of medical officials; not intentionally use
medication or any method of treatment without doctor’s consent while being
treated in Department.
*
The Head of Department takes responsibility before the hospital Director and
the law if any medical official of Department violates the regulations on code
of behavior and other regulations of the Ministry of Health
HOSPITAL DIRECTOR
(Signature
and full name)
|
ON BEHALF OF EXECUTIVE BOARD
CHAIRMAN
(Signature
and full name)
|
HEAD
OF DEPARTMENT
(Signature and full name) |
Form
3- Commitment of hospital Director with Director of Department of Health
(Leadership of the Ministry of Health
UNIT………………………..
Department…………………. |
SOCIALIST REPUBLIC OF VIETNAM
Independence - Freedom - Happiness
---------------
|
…….,
date........ 2015
|
COMMITMENT
TO IMPLEMENTATION OF “INNOVATION OF SERVING MANNER AND
ATTITUDE OF MEDICAL OFFICIALS TOWARDS THE SATISFACTION OF PATIENTS”
The
Board of Directors, Union executive Committee of Hospital and other
organizations commit to properly implementing the following content:
1.
Establish the hospital Steering Committee under regulation; organize training
to improve the communication and behavior skills to 100% of public servants,
officials and employees in hospital as guided by the Department of Health (the
Ministry of Health);
2. Have
diagrams and signages of Departments and divisions easily to see, understand
and implement.
3. Have
the “custom” care division under the management of the social work Department
under regulation; place of issue of customer ordinal number at checkup
Department, Laboratory Department and with adequate seats for patients;
4. Have
medical staff to give instructions or the volunteer Team for “Patient
assistance in hospital”.
5. The
comment box is placed at any Department for setlement in accordance with
regulation.
6. Have
24/24 “hotline” for timely handling of people’s comments under regulation.
7. Have
the Regulation on emulation, commendation and award and Regulation on
sanctioning of violation as prescribed in Circular No. 07/2014/TT-BYT dated 25
February 2014 of the Ministry of Health.
8. 100%
of public servants, officials and employees of hospital comply with regulation
on prescribed medical costume.
9. 100%
of Department sign such commitment to implementing the contents of innovation
with hospital Director.
10. 100%
of medical officials strictly comply with the contents committed to the Head of
Department and the hospital Director.
DIRECTOR
OF DEPARTMENT OF HEALTH (LEADERSHIP OF MINISTRY OF HEALTH
(Signature and full name) |
ON BEHALF OF STANDING COMMITTEE
CHAIRMAIN
(Signature and full name) |
HOSPITAL DIRECTOR (Signature and full name) |
Form
4 – Department of Health with the People’s Committee of provinces and
centrally-run cities
UNIT………………………..
Department…………………. |
SOCIALIST REPUBLIC OF VIETNAM
Independence - Freedom - Happiness
---------------
|
…….,
date........ 2015
|
COMMITMENT
TO IMPLEMENTATION OF “INNOVATION OF SERVING MANNER AND
ATTITUDE OF MEDICAL OFFICIALS TOWARDS THE SATISFACTION OF PATIENTS”
Department
of Health of province/city....................hereby commits the People’s
Committee of province/city to properly implementing the following contents:
1.
Establish the provincial Steering Committee, 100% of hospitals directly under
the Department of Health establish the Steering Committee and organize the
training to improve the communication and behavior skills to the officials
under its management.
2. 100%
of subordinate units sign the commitment to Department of Health to properly
carry out the content “ Innovation of serving manner and attitude of medical
officials towards the satisfaction of patients”.
3. 100%
of hospitals directly under the Department of Health have the “customer” care
division.
4. 100%
of health facilities under its management issue Regulation on emulation,
commendation and award and Regulation on handling of violation with specific
criteria as prescribed in Circular No. 07/2014/TT-BYT dated 25 February 2014 of
the Ministry of Health.
5. 100%
of health facilities strictly comply with regulation on medical costume issued
by the Ministry of Health.
6. 100%
of hospitals implement the Scheme with instructions of the medical staff or the
volunteer youth Team for “Patient assistance in hospital”.
7. 100%
of hospitals have the 24/24 “hotline” for timely settlement of people’s
comments.
8. 100%
of hospitals directly under the Department of Health have a comment box and
deal with comment letters properly.
ON
BEHALF OF PEOPLE’S COMMITTEE OF PROVINCE/CITY (Signature and full
name)
|
ON
BEHALF OF STANDING COMMITTEE
CHAIRMAIN (Signature and full name) |
DIRECTOR
OF DEPARTMENT OF HEALTH
(Signature and full name) |
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