Pursuant to the Government’s Decree No. 75/2017/ND-CP dated June 20, 2017 defining the functions, tasks, entitlements and organizational structure of the Ministry of Health;
Pursuant to the Circular No. 19/2013/TT-BYT dated July 12, 2013 of the Ministry of Health on guidelines for management of medical examination and treatment quality in hospitals;
At the request of Director of Department of Medical Examination and Treatment Management affiliated to the Ministry of Health,
HEREBY DECIDES:
Article 1. Issuing herewith the satisfaction survey forms, guidance and software as follows:
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- Form No. 2: Outpatient survey;
- Form No. 3: Health worker survey;
- Form No. 4: Childbirth experience at hospital survey;
dd] Form No. 5: Beginning breastfeeding survey;
- Guidance on patient and health worker satisfaction survey;
- Background information of hospital registering to conduct survey.
- Online software to input data of patient and health worker satisfaction at address //chatluongbenhvien.vn/.
Article 2. The forms and guidance on satisfaction surveys apply to both public and private hospitals.
Article 3. Implementation:
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- Act as a contact point to guide related units to initiate the patient and health worker satisfaction surveys;
- Inspect and supervise the units; aggregate, analyze data and send annual reports to the Ministry of Health on patient and health worker satisfaction indicator.
2. Departments of Health and health authorities
- Urge and inspect affiliated hospitals to initiate patient and health worker satisfaction surveys in accordance with this Decision;
- Aggregate and analyze the general satisfaction indicator of the units.
3. Public and private hospitals
- Initiate patient and health worker satisfaction surveys in an active, regular and scientific manner;
- Input and aggregate data, results; document, review and analyze unsatisfied comments;
- Promptly resolve claims of patients and health workers, and then plan and take quality improvement actions within the competence and resources of the hospitals.
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Article 5. The Chief of the Ministry Office; Director of Department of Medical Examination and Treatment Management; Directors of Departments, Heads of relevant units and Mr. [Ms.] named in Article 1 shall implement this Decision./.
PP. MINISTER DEPUTY MINISTER
Nguyen Viet Tien
MINISTRY OF HEALTH
FORM NO. 1
[SIMPLIFIED]
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In order to improve the quality of medical examination and treatment, to meet patient satisfaction, the Ministry of Health and hospitals conduct surveys to find out patients' aspirations. Your valuable ideas will help the health sector overcome difficulties and gradually improve the quality to better serve the people. The Ministry of Health ensures that information is kept confidential and is without prejudice to the treatment. Thank you very much!
1. Name of hospital: ……………………………………….. 2. Fill-in date …………………………
3. Respondent a. Patient b. Relative
3. Name of department stayed before discharge ………………..….. 4. Department code [inserted by hospital]………………
PATIENT’S DETAILS
A1. Gender: 1. Male 2. Female
A2. Age………
A3. Mobile number [required]:
A4. Length of hospital stay ... days
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EVALUATION OF HEALTHCARE SERVICES
You mark an X on a number from 1 to 5, corresponding to the level of satisfaction or from very poor to very good for each question below:
Very dissatisfied
Not satisfied
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Satisfied
Very satisfied
or: Very poor
or: Poor
or: Medium
or: Good
or: Very good
- Accessibility
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Diagrams and signs of directions to departments and wards in the hospital are clear, easy to understand and easy to find.
A2.
Patient visiting hours are clearly notified.
A3.
The blocks, stairs, and patient rooms are clearly numbered and easy to find.
A4.
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A5.
The patient may ask and call health workers when necessary.
- The transparency of information and medical examination and treatment procedures
B1.
The hospital admission procedures are clear, public and convenient.
B2.
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B3.
Receive clear and complete explanation about sickness condition, treatment method and expected duration of treatment.
B4.
Receive clear and complete explanation and consultation before taking high-tech tests, functional exploration and techniques.
B5.
Receive public and updated information about medicine use and treatment costs.
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- Facilities and equipment for patients
C1.
The patient's room is spacious, clean, with adequate temperature control equipment such as fans, heaters, or air conditioners.
C2.
Adequate hospital beds, sheets, pillows for each person, safe, secure, in good condition.
C3.
The toilets and bathrooms are convenient, clean and in good condition.
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C4.
Be assured of safety, security, order, theft prevention during hospitalization.
C5.
Be provided with adequate, clean clothes.
C6.
Be provided with enough hot and cold drinking water.
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Be assured of privacy during hospitalization such as changing clothes, being examined, toileting in bed, etc. with curtains, partitions or private beds.
C8.
The hospital canteen offers adequate and quality meals and essentials.
C9.
The environment in the hospital campus is green, clean and beautiful.
- Conduct and professional capacity of health workers
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Doctors and nurses have proper words, attitude and communication.
D2.
Service staff [nurses, security guards, accountants, etc.] has proper words, attitude, and communication.
D3.
Be respected, treated fairly, cared for and helped by health workers.
D4.
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D5.
Being examined and encouraged by doctors in the treatment room.
D6.
Be counseled on diet, exercise, monitoring and prevention of complications.
D7.
Health workers do not secretly ask for tips.
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- Performance of services
E1.
Receive adequate and good quality medicines and instructions for use.
E2.
Medical equipment and supplies are adequate and modern, and meet your expectations.
E3.
Treatment results meet your expectations.
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E4.
Your level of trust in the quality of services.
E5.
Your satisfaction level of service prices.
G1
Overall, how many percentage did the hospital meet your expectations before hospitalization?
[insert the number from 0% to 100% or you can fill in over 100% if the hospital has good treatment, exceeding your expectation]
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G2
If there is a need for examination and treatment of similar disease, will you return or refer another person to come?
1. Definitely never come back
2. Don't want to go back but have few other options
3. Want to transfer to another hospital
4. Maybe will come back
5. Will definitely return or recommend to others
6. Others [specify] ……………………………………………………
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THANK YOU VERY MUCH!
MINISTRY OF HEALTH
FORM NO. 2
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OUTPATIENT SURVEY
In order to improve the quality of medical examination and treatment, to meet patient satisfaction, the Ministry of Health and hospitals conduct surveys to find out patients' aspirations. Your valuable ideas will help the health sector overcome difficulties and gradually improve the quality to better serve the people. The Ministry of Health ensures that information is kept confidential and is without prejudice to the treatment. Thank you very much!
1. Name of hospital: ………………………………………………. 2. Fill-in date …………………………
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A1.
Gender: 1. Male 2. Female
A2
Age: …………………
A3.
Mobile number [required]:
A4.
Estimated distance from residence to hospital: …….km
A5.
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EVALUATION OF HEALTHCARE SERVICES
You mark an X on a number from 1 to 5, corresponding to the level of satisfaction or from very poor to very good for each question below:
Very dissatisfied
Not satisfied
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Satisfied
Very satisfied
or: Very poor
or: Poor
or: Medium
or: Good
or: Very good
- Accessibility
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Diagrams and signs of directions to the hospital are clear, easy to understand and easy to find.
A2.
Diagrams and signs of directions to departments and wards in the hospital are clear, easy to understand and easy to find.
A3.
The blocks, stairs are clearly numbered and easy to find.
A4.
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A5.
You can find out the information and register for examination by phone, on the hospital’s website conveniently.
- The transparency of information and medical examination and treatment procedures
B1.
The medical examination procedures are clear, open and easily understood.
B2.
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B3.
Service prices are clearly and publicly listed.
B4.
Health workers welcome and guide patients to do the procedures warmly and enthusiastically.
B5.
Queuing applies to every procedure: registration, payment, examination, testing, and scan.
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B6.
Evaluate the waiting time for the registration procedure.
B7.
Evaluate the waiting time for your examination's turn.
B8.
Evaluate the time spent with the doctor.
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Evaluate the waiting time for testing and scan.
B10.
Evaluate the waiting time for testing and scan results.
- Facilities and equipment for patients
C1.
There are clean examination rooms/lounges, airy and cool in the summer; airtight and warm in the winter.
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The waiting room has enough seats for patients that are in good condition.
C3.
The waiting room has adequate fans [air conditioners], operating regularly.
C4.
The waiting room has facilities to help the patient feel comfortable such as televisions, pictures, leaflets, drinking water, etc.
C5.
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C6.
The toilet is convenient, in good condition, and clean.
C7.
The environment in the hospital campus is green, clean and beautiful.
C8.
The medical examination area ensures security, order and theft prevention for people.
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- Conduct and professional capacity of health workers
D1.
Health workers [doctors and nurses] have proper words, attitude and communication.
D2.
Service staff [nurses, security guards, accountants, etc.] has proper words, attitude, and communication.
D3.
Be respected, treated fairly, cared for and helped by health workers.
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D4.
The professional competence of doctors and nurses meet expectations.
- Performance of services
E1.
The examination results meet your expectations.
E2.
Invoices, receipts, prescriptions and medical examination results are provided fully, clearly, transparently and explained if there are any questions.
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E3.
Your level of trust in the quality of services.
E4.
Your satisfaction level of service prices.
F
Overall, how many percentage did the hospital meet your expectations before hospitalization?
[insert the number from 0% to 100% or you can fill in over 100% if the hospital has good treatment, exceeding your expectation]
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G
If there is a need for examination, will you return or refer another person to come?
1. Definitely never come back
2. Don't want to go back but have few other options
3. Maybe will come back
4. Will definitely return or recommend to others
5. Other [specify]………………….
THANK YOU VERY MUCH!
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FORM NO. 3
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HEALTH WORKER SURVEY
In order to improve the quality of medical examination and treatment and improve the working environment of health workers, the Ministry of Health and the hospital conduct a survey to find out expectations of health workers. The Ministry of Health ensures information confidentiality We hope you can answer fully, objectively and accurately. Thank you very much!
1. Name of hospital: ………………………………………………….. 2. Fill-in date …………………………
DETAILS OF RESPONDENT
A1.
Gender: 1. Male 2. Female
A2.
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A3.
Major:
1. Doctor
2. Pharmacist
3. Nurse, midwife
4. Technician
5. Other [specify] ...
A4.
Your highest degree:
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2. College
3. University
4. MA, specialist I
5. Doctor, specialist II
6. Other [specify] ...
A5.
Years of experience in the medical sector: …………….
A6.
Years of experience at current hospital: ……………
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Current position:
1. Hospital leader
2. Manager of department/room/center
3. Deputy manager of department/room
4. Regular/long-term staff
5. Short-term staff.
6. Other [specify] ...
A8.
Scope of specialty:
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2. Subclinical
3. Internal medicine
4. Surgery
5. Obstetrics
6. Pediatrics
7. Infectious diseases
8. Specialties [ophthalmology, otorhinolaryngology, odonto-stomatology, etc.]
9. Departments not related to medical examination and treatment
10. Pharmacy
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12. Other [specify] ...
A9.
Are you assigned to multiple jobs?
1. Not
2. Responsible for 2 jobs
3. Responsible for 3 jobs or more
A10.
On average, how many times per month are you on duty? ………. times
YOUR SATISFACTION WITH HOSPITAL
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Very dissatisfied
Not satisfied
Normal
Satisfied
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or: Very poor
or: Poor
or: Medium
or: Good
or: Very good
- Working environment satisfaction @@@
A1.
The office is spacious, clean and airy.
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A2.
Adequate office equipment, desks and chairs ..., old and outdated equipment will be replaced promptly.
A3.
There is a duty room for health workers.
A4.
Divide time on duty and work overtime reasonably.
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Protective equipment for health workers [clothing, masks, gloves ..] is adequate, not old, crumpled, and not restricted in use.
A6.
The learning environment enables the health workers to update their knowledge, improve their skills: library, reading room, information search, internet access, etc.
A7.
Safe working environment for health workers.
A8.
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A9.
The patients and family members respect and cooperate with the health worker in the treatment process.
- Satisfaction with supervisors and co-workers
B1.
The supervisors are capable of handling, administering and solving work effectively.
B2.
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B3.
The supervisors care, respect and treat health workers equally.
B4.
The supervisors listen to and receive comments and suggestions from health workers.
B5.
The supervisors encourage employees when they successfully complete their tasks and make progress at work.
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B6.
Co-workers are active in teamwork to fulfill common tasks.
B7.
Friendly and solidary work environment.
B8.
Co-workers share experience and support each other at work.
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Co-workers care and support each other in life.
- Satisfaction with internal regulations, wages, benefits
C1.
The hospital's internal working regulations and rules are clear, realistic and public.
C2.
Working environment in departments/rooms and in the hospital is democratic.
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The internal spending regulations are fair, reasonable and public.
C4.
The distribution of the welfare fund is fair and public.
C5.
Salaries are commensurate with ability and dedication.
C6.
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C7.
Bonuses and income raise are commensurate with dedication.
C8.
The distribution of income raise is fair and encourages employees to work actively.
C9.
Ensure the full payment of social insurance and health insurance, periodical health checkups and adequate forms of sickness and maternity support.
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C10.
Adequate sightseeing and leisure travel.
C11.
Positive movement of sports and art.
C12.
The hospital union is active.
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D1.
The workload is assigned appropriately.
D2.
The professional work meets your expectations.
D3.
The hospital enables health workers to improve their professional skills.
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The hospital enables health workers to continue higher studies.
D5.
Publish standards for leadership positions.
D6.
Appointment of leadership positions in democracy and justice.
D7.
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- General satisfaction with the hospital
E1.
Be proud to be working at the hospital.
E2.
Achieve personal success while working at the hospital.
E3.
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E4.
Will work in the current department and ward for a long time.
E5.
Will work at the hospital for a long time.
E6.
Overall satisfaction with the hospital leadership.
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E7.
Self-assessment of work performance level at the hospital.
- Do you have any other comments or suggestions to the Ministry of Health and hospital leaders?
………………………………………………………………………………………………………
………………………………………………………………………………………………………
………………………………………………………………………………………………………
………………………………………………………………………………………………………
………………………………………………………………………………………………………
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Thank you for taking the time to complete this survey!
MINISTRY OF HEALTH
FORM NO. 4
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CHILDBIRTH EXPERIENCE AT HOSPITAL SURVEY
In order to improve the quality of medical examination and treatment, to meet the satisfaction of mothers giving birth at the hospital, the Ministry of Health and the hospital conduct a survey to find out about mothers' experiences in the process of giving birth. Your valuable ideas will help the health sector improve better quality. The Ministry of Health ensures that personal information is kept confidential. Thank you very much!
1. Name of hospital: …………………………………. 2. Fill-in date …………………………
3. Name of departments stayed ………………..….. [fill in all departments if any]
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4. Department code [inserted by hospital]………………
5. Mother's identification number …………………… [inserted in by the mother herself if the code is provided by the hospital or inserted later by health workers].
PATIENT’S DETAILS
A1.
Age
A2. Mobile phone number:
A3.
Length of hospital stay ... days
A4. This was the….visit [ordinal number] to the hospital
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Did you use your health insurance card for this treatment?
1. Yes 2. No
A6.
Birth delivery method? 1. Vaginal delivery 2. Emergency C-Section
3. Planned C-Section 4. Other [specify]
A7
During this pregnancy, did you go to the hospital for prenatal check-ups? If yes, how many times?
1. Number of prenatal care visits …….
2. Come for labor, no examination
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EVALUATION OF HEALTHCARE SERVICES
Please choose a box from 1 to 5, which corresponds to a very poor to very good satisfaction level for each of the following questions:
Very dissatisfied
Not satisfied
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Satisfied
Very satisfied
or: Very poor
or: Poor
or: Medium
or: Good
or: Very good
- Accessibility
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Diagrams and signs of directions to departments and wards are clear, easy to understand and easy to find.
A2.
Can call and ask health workers when needed [even outside office hours].
- Examination and admission process
B1.
The process of examination, testing and admission is easy and convenient.
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Waiting time for procedures and services is acceptable.
- Providing information, communication and advices
C1.
Be provided with information for prenatal testing, ultrasound ...prior to labor.
C2.
Be informed and advised about the birth process and the risks of complications that may occur.
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Be communicated and advised to detect danger signs, take care of babies, nutrition regime and breastfeeding.
- Facilities and equipment for patients
D1.
Bed with mattress for mother and baby is safe, not a shared bed.
D2.
Adequate and clean blankets, sheets, pillows, gowns, and diapers for mother and baby.
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Toilets and bathrooms are clean, with adequate paper, soap, and water.
D4.
Patient’s room is well ventilated, clean, equipped with fans, heaters or air conditioners.
D5.
Be assured of privacy when changing clothes, being examined and cared at the bed such as with curtains, mobile partitions or in a private room.
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- Conduct of health workers
E1.
Doctors have proper words, attitude and communication.
E2.
Nurses and midwives have proper words, attitude and communication.
E3.
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E4.
Health workers suggest tips? [if yes, choose 1; if not, choose 5]
- The professional capacity of health workers
G1
The doctor has good expertise and examination skills.
G2
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G3
Doctors, nurses and midwives cooperate well and handle work fluently and promptly.
- Hospitalization results
H1
Safe delivery, good treatment and care.
H2
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H3
Service prices are appropriate and commensurate with the money spent.
K1
Overall, how many percentage did the hospital meet your expectations before hospitalization? [insert the number from 0% to 100% or you can fill in over 100% if the hospital has good treatment, exceeding your expectation]
………..%
K2
In your next labor [if any], would you come back or introduce another person?
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2. Don't want to go back but have few other options
4. Maybe will come back
5. Will definitely return or recommend to others
6. Other [specify]………………….
K3
Do you have any other comments during the birth process at the hospital?
[Clearly state any compliments or criticisms, comments or suggestions for the hospital and the Ministry of Health]
THANK YOU VERY MUCH AND WISH YOU SPEEDY RECOVERY AND HEALTHY BABY
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MINISTRY OF HEALTH
FORM NO. 5
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BEGINNING BREASTFEEDING SURVEY
1. Name of hospital: ………………………………………………….. 2. Fill-in date …………………………
3. Name of department stayed ………………..….. 4. Department code [inserted by hospital]………………
5. Patient’s identification number [assigned by hospital]……………………………..
PATIENT’S DETAILS
A1. Age
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A3. This is the….visit [ordinal number] to the hospital
A4. I was hospitalized for ….. days
A5. This is the ….. delivery [ordinal number]
A6. Your birth delivery method: vaginal delivery or C-Section…..
A7. Your baby’s date of birth
BREASTFEEDING PRACTICES
B1.
Have you seen "Regulation on breastfeeding practices" at the hospital? If so, where? [check multiple numbers if appropriate]
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2. Labor room
3. Postpartum room/ward
4. Consultation room
5. Other [specify]………………….
6. Not seen
B2.
Have you seen pictures and leaflets on breastfeeding at the hospital? If so, where? [check multiple numbers if appropriate]
1. Department of examination
2. Labor room
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4. Patient room
5. Counseling room
6. Other [specify]………………….
7. Not seen
B3.
Did you get breastfeeding counseling from the hospital? If so, when? [check multiple numbers if appropriate]
1. The hospital does not counsel
2. Counseling when taking antenatal care in hospital
3. Antenatal counseling
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5. Other time [specify]………………….
B4.
The reason why you were not counseled by the hospital?
1. I did not take antenatal care at the hospital
2. I experienced emergency delivery
3. The health workers skipped the counseling
4. Other [specify]………………….
5. I were counseled
B5
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1. The hospital did not counsel
2. I have been counseled but do not understand
3. I have understood but not remember what to do
4. I have understood and remember what to do
5. I have understood thoroughly the meaning of breastfeeding
6. Other [specify]………………….
…………………………………………………………..
B6.
How long [estimated minutes] did you receive “cut umbilical cord” after birth?
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2. Delayed umbilical cord cut: estimated minutes….
3. Don’t remember, don’t know the number of minutes
4. Other [specify]………………….
………………………………………………………….
B7.
After birth, did you and your baby experience “skin to skin” contact? If yes, how long?
1a. Get done "skin to skin" contact
1b. Estimated "skin to skin" contact in….minutes
2a. Not experienced "skin to skin" contact
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…………………………………………………………..
B8.
How many minutes has passed since your baby was first breastfed [estimated minutes if you remember]
Specify the number of minutes if you remember: …… minutes
1. Fed immediately after birth
2. Without 30 minutes
3. Within 1 hour
4. Within 2 hours
5. From 2 hours to 24 hours
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7. Mother did not produce milk, so the baby had to be fed formula
8. Other [specify]………………….
B9.
Did you receive any support in breastfeeding practices? If yes who was it? [check multiple numbers if appropriate]
1. Midwives, nurses
2. Doctors
3. Relatives
4. Other [specify]………………….
5. None
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If yes, how did you get support in breastfeeding practices? [check multiple numbers if appropriate]
1. Directly guide the mother to breastfeed properly
2. Breast massage
3. Milking practices [hand expression or pumping]
4. Milk duct unclogging
5. Other [specify]………………….
B11.
During the time in the hospital, did you feed your baby any other food? If yes, what is it [eg honey, lemon, salt, powder, medicine, etc.]?
1. Exclusive breastfeeding
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3. Ask/buy breast milk from other mothers
4. Feed formula
5. Feed other food
6. Feed restorative, functional foods
7. Give medicine to treat disease
B12.
Did any health worker recommend buying formula for your baby?
1. Yes
2. No
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In your opinion, what are the benefits of breastfeeding?
Clearly state the benefits:
……………………………………………………………
……………………………………………………………
B14.
In your opinion, the baby needs to be exclusively breastfed for at least how many months and for how long?
1. At least ……… months
2. Lasts for …… .. months
B15.
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Clearly write recommendations …………………………… ..
…………………………………………………......
………………………………………………………
THANK YOU VERY MUCH AND WISH YOU SPEEDY RECOVERY AND HEALTHY BABY! THE END.
PART C. BREASTFEEDING PRACTICES FOLLOW-UP QUESTIONNAIRE
[optional]
The breastfeeding practices follow-up questionnaire will provide valuable information, helping the hospital and the Ministry of Health improve the quality of breastfeeding practices, and improve the quality of the population and children’s health.
Method: the hospital will assign the survey staff to call the mother once a week and fill out information on online software from the date on which the baby was discharged until the baby reaches 6 months old.
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Mother's mobile phone number:
C2. Interview call date:
C3.
Call in the…week [ordinal number] after birth
The…week [ordinal number]
C4.
During the past 1 week, other than breast milk, did you feed the baby other food? If yes, what is it [eg honey, lemon, salt, powder, medicine, etc.]?
1. Exclusive breastfeeding
2. Feed water
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4. Feed formula
5. Feed other food
6. Exclusive eating, other than breast milk
7. Give medicine to treat disease
8. Feed restorative, functional foods
9. Other [specify] ...
C5.
What are the reasons for feeding other foods other than breast milk?
1. Due to insufficient breast milk
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3. Because the baby is sick
3. Other [specify]………………….
C6.
How does your baby’s height and weight compare to Child Growth Chart?
1. -1SD
2. -2SD
3. Standard
4. +1SD
5. +2SD
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GUIDANCE ON PATIENT, MOTHER AND HEALTH WORKER SATISFACTION SURVEY IN FORM NO. 1, 2, 3, 4, 5
[Apply to state-owned and private hospitals that conduct satisfaction surveys themselves and inspectorates evaluating hospital quality at the end of the year [hereinafter referred to as inspectorates] or on ad-hoc basis]
[Appendix issued with the Minister of Health's Decision No. 3869/QD-BYT dated August 28, 2019]
1. RESPONSENTS OF SATISFACTION SURVEYS AND FORMS APPLIED
Hospitals, health facilities with hospital beds for inpatients [not applicable to district health centers with a preventive medicine function, regional health stations, polyclinics] shall conduct surveys for the following entities:
- Inpatients: form No.1;
- Mothers giving birth at the hospital: form No. 1, form No. 5;
- People seeking examination at the hospital, outpatients: form No.2;
- Health workers, management positions, leaders of departments/wards, members of the hospital board of directors: form No. 3.
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Top blank boxes: be filled with reference number, filled out by the survey staff in accordance with regulations of the Ministry of Health and hospital regulations. Correct reference number will help regulatory bodies in statistics, archiving and checking, monitoring of satisfaction surveys.
The reference numbers shall be filled in as follows:
The first 5-digit is hospital code issued by the Ministry of Health, in which the first 2-digit is the province code, the 3rd digit is the referral level/type of the hospital and the 4th and 5th digit is number order of the hospital. The next 5-digit is the code self-designated by the hospital in conformity with its particulars [for example, the 6th digit is the code of survey time in the quarter or the year; the 7th digit is the code of surveyor or code of patient, the 8th, 9th, and 10th digit is the number order of survey]. Hospitals need to have written regulations on the numbering 6th to 10th digits to ensure that the numbering is uniformly applied, convenient to manage and search information when necessary. The numbering is done simultaneously on paper and electronic forms on the online software.
Survey staff, patients, health workers will fill in the following ways:
- Fill in the blanks that require filling;
- Circle the numbers 1 to 5 of the satisfaction questions;
- Circle the number order of answers to the multiple choice questions;
- Other questions related to opinions: the patient, the mother and the health worker give answers with unlimited length.
3. PATIENT SATISFACTION SURVEYS CONDUCTED BY HOSPITALS
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Identify domains of patients’ dissatisfaction with their examination and treatment at the hospital to improve quality, step by step serve patients better, and meet patient satisfaction and expectations.
3.2. Requirements
1. Ensure science, objectivity and honesty when conducting surveys.
2. Identify domains of patients’ dissatisfaction.
3. Compare the satisfaction levels between varied patients, treated in different departments.
4. Use survey results to carry out hospital quality improvement.
5. Keep continuous monitoring of patient satisfaction to continuously improve quality.
3.3. Survey method self-conducted by hospitals
3.3.1. Survey design: Cross-sectional study.
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3.3.3. Survey time: Depending on the size of the hospital, the patient satisfaction survey team can choose a survey time as follows:
- In 1 or 2 days a week [except Saturday and Sunday].
- In 1 week, 2 weeks or in 1 month [until full survey sample size upon request].
3.3.4. Sample size
3.3.4.1. For inpatient/mother survey:
1. For hospitals with more than 3000 inpatients/mothers per day, apply the formula for calculating the sample size for cross-sectional study, at least 300 people for each survey.
2. For hospitals from 1000 to 2999 inpatients/mothers per day, apply the formula for calculating the sample size for cross-sectional study, at least 200 people for each survey.
3. For hospitals under 1000 inpatients/mothers per day, at least 100 people for each survey.
4. For hospitals under 100 inpatients/mothers per month, all inpatients/ mothers will be surveyed within 1 month.
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6. The mother giving birth at the hospital can be interviewed in both forms 4 and 5 or one form, depending on the mother's health condition and willingness to cooperate.
3.3.4.2. For the survey of visitors and outpatients [hereinafter referred to as outpatients]
Outpatient sampling applies based on the average number of outpatient visits per day.
1. For hospitals with more than 5000 visits per day: At least 300 outpatients for 1 survey.
2. For hospitals from 500 to 4999 visits per day: At least 200 outpatients for 1 survey.
3. For hospitals from 100 to 499 visits per day: At least 100 outpatients for 1 survey.
4. For hospitals under 100 visits per day: Survey all outpatients in 2 days a week [except Saturday and Sunday].
3.3.5. Sampling method
3.3.5.1. For inpatient survey:
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1. For hospitals with more than 1000 outpatients per day:
In each survey, select at least 3 clinical departments, including 1 department with high bed occupancy rate, 1 department with medium bed occupancy rate and 1 department with low bed occupancy rate. In following surveys, select other departments one after another. If the hospital has a service or on-demand treatment department, it will be selected for the survey as the same as other departments.
In each department, choose the patients according to the following method:
Get a list of patients being treated [either by software or by number]. In each survey, select 1 or more letters from A, B, C ... to X, Y.
Select the patient according to the first letter of their first name. In a day, you can choose 1, 2, 3 ... letters depending on the number of patients being treated, but make sure all patients with the same first letter of first name are included in the list. For example, in one day of surveying to choose letter H, we need to ensure that all patients named Ha, Hanh, Huong, Huy, Han, Hoan, Hoa, Hung, Hoang ... are included in the list.
In the list, choose the patient who is going to be discharged from hospital for interview; exclude patients who cannot answer or inpatients with insufficient information to answer.
Conduct a survey with the required number of patients [300 or 200].
2. For hospitals with less than 1000 inpatients per day, select similar samples until 1000 patients are reached.
3. For hospitals with fewer than 100 inpatients per month, choose samples of all inpatients within 1 month or until 100 forms are reached, whichever comes first.
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The hospital should have a satisfaction survey book or software, which contains information such as planning, time of conducting surveys, names of departments to be surveyed and names of letters to be selected in each survey , persons in charge ... Letters selected for survey are from A, B, C ... to X, Y respectively.
After each survey is done, the hospital should record information related to the survey, such as letters chosen, number of actual respondents, difficulties and problems arising, etc.
It is critical to select the sample according to the first letter of the patient's first name. Hospitals need to comply with the single sampling method to ensure randomness and science.
3.3.5.2. For outpatient survey:
Based on the capacity, resources, facilities, location of outpatient department and the actual situation of the outpatient, the hospital will develop its own sampling plan for the most suitable and optimal as possible within the hospital conditions [eg the survey can be conducted for multiple days in a week and multiple weeks in a year]. However, all sampling plans should ensure two important principles:
1. Make sure the sample selection is random.
2. Make sure the collected information is objective and truthful.
To select random samples, the hospital can randomly select the patient according to the number of registration forms, based on the average number of visits per day to choose the k coefficient accordingly.
For example, if the hospital has 1000 visits per day, the number of survey forms per day is 100, so the coefficient k = 10. The survey team select samples 10 persons apart from each other, taking all patients whose registration form’s number ends with number 1, for example 11, 21, 31, 41 ...
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The coefficient k is determined by the hospital, but it is important to ensure that the selected outpatients include first persons to last persons who register for examination in a day because the satisfaction levels vary from the early registrants to late registrants.
Hospitals may develop alternative sampling plans on their own, but should ensure randomness and representation when selecting respondents. Hospitals must have a written regulation if they have a separate sampling plan other than the plan specified in this guidance.
If the outpatient fills in the form by himself/herself, the hospital can give the form to the patient concurrently with time when the examination number is issued. Before leaving the hospital, the patient should return the form to the surveyor or put it in the suggestion box.
If the hospital conducts the oral interview with the patient: after the patient receives medicines at the pharmacy, or if the patient does not buy medicines, after the outpatient completes the entire examination process and before leaving.
3.3.6. Investigator, surveyor
Human resources performing the satisfaction survey include the following:
1. Quality control staff and quality control network members [not wearing healthcare uniforms or badges during the interview];
2. Staff of the social work department, customer care;
3. Professional investigators and surveyors who are contracted with the hospital;
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5. Volunteers;
6. Patients who fill out the form by themselves [after detailed instructions].
4. PATIENT SATISFACTION SURVEY CONDUCTED BY INSPECTORATES OF MANAGING AGENCIES
4.1. Survey design: Cross-sectional study.
4.2. Survey cycle: at least once a year at the end-of-year hospital inspection and assessment [and mid-year if the management authority does it].
4.3. Survey time: Based on the size of the hospital, the actual situation and decision of the chief inspector; the patient satisfaction survey team can choose a survey time as follows:
1. Differ from the time when the inspectorate comes to the hospital [for example the survey will be conducted 1, 2, 3 days or 1 or 2 weeks in advance, or appointing surveyors independently from the inspectorate and provide results to the inspectorate].
2. Coincide with the time when the inspectorate comes to the hospital.
Notes: Inspectorates are recommended to choose option 1 to do the survey.
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4.4.1. For inpatient survey:
1. For hospitals with more than 30 inpatients per day: survey at least 30 inpatients.
2. For hospitals with less than 30 inpatients per day, survey all inpatients that have been and are being treated for 3 days or more.
4.4.2. For outpatient survey:
Survey at least 30 outpatients.
Notes: In case the inspectorate has difficulties, limited time and staff, poor interviewing skills, etc. that prevents it from collecting enough 30 patients; the inspectorate can reduce the number of inpatients and outpatients to be surveyed. The chief inspector and secretary shall decide the number of patients but not fewer than 10 inpatients and 10 outpatients, and should specify the reason for not collecting enough 30 survey forms in the minutes and reports.
4.5. Sampling method
4.5.1. For inpatient survey:
To ensure randomness and representation, and to help the hospital identify domains of patients’ dissatisfaction, the inpatient sample selection is as follows:
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Select at least 3 clinical departments, including 1 department with high bed occupancy rate, 1 department with medium bed occupancy rate and 1 department with low bed occupancy rate.
In each department, choose the patients according to the following method:
- Get a list of patients [either by software or by number].
- Select the patient according to the first letter of their first name. In a day, you can choose 1, 2, 3 ... letters depending on the number of patients being treated, but make sure all patients with the same first letter of first name are included in the list. For example, in one day of surveying to choose letter H, we need to ensure that all patients named Ha, Hanh, Han, Hoan, Huy, Huong, Hoa, Hung, Hoang ... are included in the list.
- In the list, choose the patient who is going to be discharged from hospital for interview; exclude patients who cannot answer or inpatients with insufficient information to answer.
- Survey enough 30 patients, probably survey 10 inpatients in each department. If the number of patients in the three selected departments is not enough 30 people, continue to choose other departments until the sample size reaches 30 people.
2. For hospitals with less than 1000 inpatients per day, select similar samples in varied departments until 10 patients are reached.
3. For hospitals with less than 30 inpatients per day, select samples of all inpatients that are going to be discharged.
4.5.2. For outpatient survey:
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5. ANALYSIS OF SATISFACTION SURVEY DATA
5.1. Satisfaction score calculation [general application for respondents]
- The response options of patients from 1 to 5 in the satisfaction survey questions are scored from 1 to 5, respectively.
- Overall average satisfaction score is equal to the average score of all survey forms [compared with the maximum score of 5].
- Formula for calculating average satisfaction score:
Numerator = [[Total score of all satisfaction survey questions of the 1st respondent]/[Total number of questions]] + [[Total score of all satisfaction survey questions of the 2nd respondent]/[Total Number of Questions]] + [[Total score of all satisfaction survey questions of the nth respondent]/[Total number of questions]].
Denominator = Total number of respondents.
- The average score of each aspect is equal to the average score of the questions in each aspect of all survey forms [compared with the maximum score of 5].
5.2. Satisfaction score calculation [general application for respondents]
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+ Numerator = {[[Total number of questions with level 4 answer + Total number of questions with level 5 of the 1st respondent]/[Total number of questions]] + [[Total number of questions with level 4 answer + Total number of questions with level 5 answer of the 2nd respondent]/[Total number of questions]] + [[Total number of questions with level 4 answer + Total number of questions with level 5 of the nth respondent]/[ Total number of questions]]} x 100.
Denominator = Total number of respondents.
- Satisfaction rate for each aspect: apply the same calculation method.
5.3. Comprehensive satisfaction indicator
Calculation of comprehensive satisfaction indicator:
+ Numerator = {[The 1st respondent with all answers at level 4 or 5] + [the 2nd respondent with all answers at level 4 or 5] + [the nth respondent with all answers at level 4 or 5]} x 100
[The numerator excludes those who answered any of the levels 1, 2, 3];
+ Denominator = Total number of respondents.
5.4. Response rate compared to expectation
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Hospitals may add other indicators developed and regulated by themselves.
6. DATA IMPORT, REPORT WRITING AND RESULTS DISCLOSURE
6.1. Data import
The hospital and the inspectorate can choose one from the following:
1. Interview and fill out information on paper forms, then input data into computer using office software [eg excel, epidata], and then analyze data.
2. Interview and fill out information on online software in phones, tablets, desktop computers. The software will automatically analyze and extract results for hospitals and inspectorates as required.
6.2. Hospitals writing reports
The hospital will extract the results on the online software, extract the data and deep dive in other aspects [if there is someone to analyze the data]. Hospitals can compare patient’s satisfaction rates and feedbacks between clinical departments, and then write reports. The report must identify main issues that make the patient unsatisfied and appendices of detailed comments of the patients. Based on the findings from the survey, the hospital will make a list of priority issues for quality improvement.
6.3. Inspectorates writing reports
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The patient satisfaction survey results of the survey team should be compared with the self-survey results of the hospital.
Patient satisfaction survey results of the survey team are published along with the assessment results according to the Hospital Quality Criteria Set.
If the results of the survey on satisfaction rate are very high, inconsistent with the results of the quality assessment: the inspectorate will not publish the results of the satisfaction indicator, just publish noteworthy patient opinions and findings in the survey. The inspectorate needs to have lessons learned, review if the method and the survey process has been initiated in an objective, honest, scientific manner, etc. according to the instructions. For example, if the inspectorate only conduct the satisfaction survey on the day to check and evaluate the hospital quality, the satisfaction rate would have errors due to the influence of many reasons and impacts.
Notes: The comprehensive satisfaction indicator is an index that has been included in the satisfaction survey operation of the Ministry of Health since 2019 according to this Decision to monitor quality improvement, hospitals and inspectorates of management authorities are not required to publish it.
7. HEALTH WORKER SATISFACTION SURVEYS
7.1. Health worker satisfaction survey conducted by hospital0}
The hospital will survey the satisfaction of health workers in a scientific, objective, and honest manner, without names of respondents and their details are kept confidential.
The hospital will conduct a self-survey in the form of sampling of all leaders, managers, and staff of the hospital or each department in turn.
The survey and filling out are done by entering data directly on the online software or filling in paper forms. The survey team uses the boxes for the health workers to put completed survey forms in.
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The analyzing methods and writing reports on health workers satisfaction are similar to the patient satisfaction survey guide.
The survey team will extract results on online software or supplement other data analysis methods.
Notes:
The survey team of health worker satisfaction survey is responsible for ensuring 100% confidentiality of the respondent’s information, even if the Board of Directors requests related information to find the respondent.
If the hospital conducts a "health worker satisfaction survey" in the circumstance that health workers and department leaders are "afraid" of secret disclosure or may be victimized for give dissatisfaction answers, the team assigned to survey health workers satisfaction is not required to conduct a survey, but it is necessary to specify the reason: "the survey cannot be done due to the hospital's lack of internal democracy".
7.2. Health worker satisfaction survey conducted by inspectorate
The inspectorate of the management authority shall inspect the health worker satisfaction survey conducted by the hospital during the year on online software and check books, records, reports, etc. thereof.
The survey by the inspectorate is conducted as follows:
- Randomly select health workers representing departments:
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+ Select health workers representing doctors, pharmacists, nurses, technicians, and management positions;
- Choose a sample size of at least 30 people.
The inspectorate conducts the survey using the following 3 methods: [members choose the appropriate method]:
1. Instruct health workers to fill in the online software by themselves [pre-login with the authority’s survey account];
2. Hand out the survey forms to the health workers to fill out, schedule a time and collect the survey forms;
3. Interview the health workers in person at a separate space, location and no other hospital staff participates in the interview, then enter the data on the online software.
Notes:
The inspectorate of management authority that conducts the health worker satisfaction survey is responsible for ensuring 100% confidentiality of the respondent’s information, even if the Board of Directors requests related information to find the respondent.
If the inspectorate does not have enough skills to conduct an objective, democratic, scientific survey of health worker satisfaction and there is a risk of not keeping the health workers’ information confidential, the inspectorate will not conduct a survey and record it in the hospital quality inspection and assessment record.
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8.1. Departments of Health, health authorities of Ministries and branches
Every Department of Health is provided with a username and password for the satisfaction survey conducted by the management authority.
The account of the Department of Health can view the surveys of all affiliated hospitals but cannot change the information.
8.2. Hospitals
Each hospital is provided with a hospital code to enter the survey form and is provided with a username and password.
For newly established hospitals, the Department of Health shall fill out the hospital's information according to the application form and send it to the Department of Medical Examination and Treatment in writing or by email at: chatluongbenhvien@gmail.com.The hospital will insert the information by itself according to the application form for satisfaction survey account on the online software.
If any information changes, for example, the hospital name, size, and contact point in charge; it will update it on the online software.
Notes:
In the process of conducting the patient and health worker satisfaction survey and, if the hospital or the inspectorate encounters difficulties and problems; please contact the Department of Medical Examination and Treatment, Department of Quality Control and the Line Direction for further answers.
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9.1. Details of Department of Health
1. Name of Department of Health:
2. Filled in by: [name]
3. Position:
4. Cell phone number:
5. Email address to send account:
9.2. Details of hospital
1. Name of hospital [clearly and fully state hospital, institute or medical center]:
2. Hospital code issued by the Ministry of Health/Department of Health to perform medical examination and treatment with health insurance:
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4. Rank:
5. Type of hospital* [choose from 1 to 9 according to the instructions below]
6. Number of beds according to the assigned or approved plan:
7. Actual number of beds [according to the hospital's statistic data before the application date]:
8. Total number of health workers in the hospital [according to the hospital’s statistics data before the application date]:
9. Total number of doctors in the hospital [including full-time, bridging-program and post-graduate doctors]:
10. Total number of nurses and midwives in the hospital [including post-secondary school, college and university]: