Guidance on methods to measure people's satisfaction with public health services in Vietnam

Guidance on methods to measure people's satisfaction with public health services in Vietnam (Internet image) 

On January 8, 2024, the Ministry of Health issued Decision 56/QD-BYT guiding methods to measure people's satisfaction with public health services in the period 2024–2030.

Guidance on methods to measure people's satisfaction with public health services in Vietnam

(1) Measurement object

* For medical examination and treatment services

For inpatients: patients (including pregnant women) on the list preparing to be discharged from the hospital (1 day before discharge or on the day of discharge) or caregivers of patients/pregnant women who are 18 years of age or older and have eligible health conditions to answer and agree to participate.

For outpatients: Patients (including pregnant women) are 18 years of age or older and have enough health conditions to answer the survey after basically completing the medical examination process, waiting for payment or receiving medicine, or receiving a health insurance card agreeing to participate.

* For expanded vaccination services

Pregnant women who were vaccinated and those who brought their children for expanded vaccination completed the service and agreed to participate in the survey.

(2) Forms of measurement

* Management agencies and medical facilities can choose one or more methods to conduct self-measurement of satisfaction in the following forms:

- Directly interview the health service user (or the person taking care of the patient) at the medical facility before finishing using the service at the medical facility.

- Distribute forms to health service users/caregivers to fill out themselves.

- Guidance for health service users/caregivers to self-answer the interview questionnaire on technological means such as phones, tablets, desktop computers, touch screens, survey kiosks, etc. posted on the website (if any).

* Independent satisfaction measurement: agencies and organizations are requested by competent authorities to conduct independent surveys and measurements.

(3) Announcement of satisfactory measurement results

The people's satisfaction index with public health services needs to be publicly and promptly announced via the website or at the headquarters of the agency or unit.

* Public medical facilities

Public medical facilities self-publish people's satisfaction index with services provided by the unit according to surveys and annually.

* Department of Health of provinces/centrally-run cities

- Departments of Health of provinces and centrally run cities announce people's satisfaction index with local public health services.

- Some ratios according to targets in Decision 56/QD-BYT.

* The Ministry of Health announces the people's satisfaction index with public health services nationwide, including the following indexes:

- People's satisfaction index with medical examination and treatment services at medical examination and treatment facilities under the Ministry of Health.

- People's satisfaction index with medical examination and treatment services at medical examination and treatment facilities nationwide and in localities.

- People's satisfaction index with expanded vaccination services nationwide and in localities.

- Some ratios according to targets specified in Decision 56/QD-BYT.

More details can be found in Decision 56/QD-BYT taking effect on January 8, 2024 and repealing Decision 4448/QD-BYT dated January 6, 2013; Form No. 1, Form No. 2 in Decision 3869/QD-BYT dated August 28, 2019.

Ho Quoc Tuan

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