Quyết định 2151/QĐ-BYT của Bộ Y tế về việc phê duyệt Kế hoạch triển khai thực hiện Đổi mới phong cách, thái độ phục vụ của cán bộ y tế hướng tới sự hài lòng của người bệnh

THE MINISTRY OF HEALTH

Decision No. 2151/QD-BYT dated June 04, 2015 of the Ministry of Health approving the plan for implementation of “Innovation of serving manner and attitude of health officials toward the satisfaction of patients”

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 andpublic non-businessunits;

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 DepartmentofPersonnelandOrganization and Director of Medical Services Department;

DECIDES:

Article 1.To approve 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 on the signing date.

Article 3.Chief of Ministerial Office, Director General of Departmentof PersonnelandOrganization, 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 shall responsible for implementing this Decision./.

The 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)

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 Organization 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 Ho Chi Minh 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 Personneland Organization 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 Personneland Organization 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.

TheSteering 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 reporters 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 reporter 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 reporters and register the number with the Department of Health).

- The reporters 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, Da Nang, Ho Chi Minh 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 unions’ 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 andcommitted 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, Da Nang 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 their 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 implementation to the superior Steering Committee.

- The Steering Committee of provinces and centrally-run cities shall report the result of implementation of “Innovation of serving manner and attitude of the medical officials towards the satisfaction of patients” to the Ministry of Health (through the Departmentof Personneland Organization 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 Departmentof PersonnelandOrganization 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 Departmentof PersonnelandOrganization 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 Personneland Organization 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 political 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 reporters 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 Steering Committees, 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)

Form 1 - Commitment of medical officials to the Head of Department

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, solidarity 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.

Form 2 - Commitment of Head of Department to hospital Director

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

Form 3- Commitment of hospital Director with Director of Department of Health (Leadership of the Ministry of Health

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 signs 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 settlement 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.

Form 4 – Department of Health with the People’s Committee of provinces and centrally-run cities

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.