Decision 3869/QD-BYT 2019 promulgating forms and guidance for patient and health worker satisfaction surveys

SURVEY FORM FOR INPATIENTS’ OPINIONS

Aiming to improve the quality of medical examination and treatment and meet patient satisfaction, the Ministry of Health and hospitals shall organize surveys to learn about patients' opinions. These valuable opinions shall help the health sector overcome difficulties and gradually improve quality to better serve the people. The Ministry of Health must ensure that information is kept confidential and must not affect treatment. Thank you very much!

1. Name of the hospital:  ……………………………………….. 2. Date of filling out form …………………………

3. Respondent      a. Patient     b. Family member

4. Name of the department for treatment before discharge from the hospital …………..….. 5. The department code (recorded by the hospital) ………………

PATIENT’S INFORMATION

EVALUATION OF THE USE OF MEDICAL SERVICES

Please mark with a cross on a number from 1 to 5, corresponding to the level of satisfaction or comment from very poor to very good for each question below:

THANK YOU VERY MUCH!

SURVEY FORM FOR OUTPATIENTS’ OPINIONS

Aiming to improve the quality of medical examination and treatment and meet patient satisfaction, the Ministry of Health and hospitals shall organize surveys to learn about patients' opinions. These valuable opinions shall help the health sector overcome difficulties and gradually improve quality to better serve the people. The Ministry of Health must ensure that information is kept confidential and must not affect treatment. Thank you very much!

1. Name of the hospital:  ………………………………………………. 2. Date of filling out form …………………………

PATIENT’S INFORMATION

EVALUATION OF THE USE OF MEDICAL SERVICES

Please mark with a cross on a number from 1 to 5, corresponding to the level of satisfaction or comment from very poor to very good for each question below:

THANK YOU VERY MUCH!

SURVEY FORM FOR HEALTH WORKERS’ OPINIONS

Aiming to improve the quality of medical examination and treatment and improve the working environment of health workers, the Ministry of Health and hospitals organize the survey to find out opinions and aspirations of health workers. The Ministry of Health guarantees to keep information confidential. We hope that our colleagues will answer fully, objectively and accurately. Thank you very much!

1. Name of the hospital:  ……………………….. 2. Date of filling out form …………………………

RESPONDENT’S INFORMATION

EVALUATION OF HOSPITAL SATISFACTION

Please mark with a cross on a number from 1 to 5, corresponding to the level of satisfaction or comment from very poor to very good for each question below:

G. Do you have any other opinions or suggestions for the Ministry of Health and hospital leaders?

………………………………………………………………………………………………………

………………………………………………………………………………………………………

………………………………………………………………………………………………………

………………………………………………………………………………………………………

………………………………………………………………………………………………………

………………………………………………………………………………………………………

The hospital sincerely thanks our co-workers for their enthusiasm in providing information!

SURVEY FORM FOR MOTHERS GIVING BIRTH AT THE HOSPITAL

With the goal of improving the quality of medical examination and treatment and meeting the satisfaction of mothers giving birth at the hospital, the Ministry of Health and the hospital organized a survey to learn about mothers' experiences during childbirth. These valuable opinions will help the health industry improving quality better. The Ministry of Health ensures the confidentiality of personal information. Sincerely thank you!

1. Name of the hospital:  …………………………………. 2. Date of filling out form …………………………

3. Names of departments treated: ………………..….. (Filling out all departments if applicable)

………………………………………………………………………………………………………

4. The department code (recorded by the hospital) ………………

5. The mother's code ................................... (If the hospital knows the code, the mother can fill it out by herself or the health worker can fill it out in later).

PATIENT’S INFORMATION

EVALUATION OF THE USE OF MEDICAL SERVICES

Please mark with a cross on a number from 1 to 5, corresponding to the level of satisfaction or comment from very poor to very good for each question below:

THANK YOU RESPECTFULLY AND WISH YOU HEALTHY AND GOOD BABY!

SURVEY FORM ON BREASTFEEDING PRATICES

Aiming to improve nutrition and breastfeeding practices, the Ministry of Health surveys breastfeeding practices at the hospital and after leaving the hospital. Opinions will help the health industry to gradually improve quality, contribute to improving the quality of the population. The Ministry of Health and hospitals ensure the confidentiality of personal information. Thank you very much!

1. Name of the hospital: …………………………………….. 2. Date of filling out form …………………………

3. Name of department stayed ………………..….. 4. The department code (recorded by the hospital) ………………

5. Patient’s code (assigned by hospital) ……………………………..

PATIENT’S INFORMATION

BREASTFEEDING PRATICES

THANK YOU AND WISH YOU HEALTHY AND GOOD BABY! END OF INTERVIEW.

^{_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _}

PART C. QUESTIONS FOR FOLLOWING BREASTFEEDING AFTER LEAVING FROM THE HOSPITAL

(the hospital and the mother are not required to conduct the survey).

Surveying the breastfeeding situation after leaving from the hospital will provide valuable information, helping hospitals and the Ministry of Health to improve the quality of breastfeeding activities, improve population quality and children's health.

Implementation method: The hospital shall assign workers in charge of the survey to call the mother regularly once a week and fill out information on the online software from the time the child leaves from the hospital until the child is 6 months old.

GUIDANCE ON THE CONDUCT AND METHOD OF SATISFACTION SURVEY OF PATIENTS, MOTHERS AND HEALTH WORKERS IN FORM NO. 1, 2, 3, 4, 5

(Applicable to state and private hospitals that conduct satisfaction surveys by their own and inspection and evalation teams of the quality of hospitals at the end of the year or unexpectedly)

(Appendix issued together with the Minister of Health’s Decision No. 3869/QD-BYT dated August 28, 2019)

1. SATISFACTION SURVEY SUBJECTS AND APPLICATION FORM

Hospitals and medical facilities with inpatient beds (not applicable to district medical centers with a preventive function, medical stations, and regional general clinics) conduct survey forms for the following subjects:

- Patients receiving inpatient treatment: form No. 1;

- The mother giving birth at the hospital: form No. 4, form No. 5;

- People going for medical examination at the hospital, outpatients: form No. 2;

- Health workers, management positions, leaders of departments/rooms, members of a Board of Directors for a Hospital: form No. 3.

2. GUIDANCE ON INFORMATION IN FORMS

The blank boxes at the top are: used to fill out the form code, filled out by the survey worker according to regulations of the Ministry of Health and conventions of hospitals. Filling out the correct form code shall help for statistics, storage, inspection, and monitor of satisfaction surveys by management agencies.

Recording form codes must comply with the following regulations:

The first to fifth boxes are the hospital codes issued by the Ministry of Health, in which the first two numbers are the province code, the third box is the hospital code/type and the fourth and fifth boxes are the order of the hospital. The next five boxes are recorded codes determined by the hospital to suit the characteristics of each hospital (for example, the sixth box is used to record the survey code in the quarter or year; the seventh box is written the surveyor's code or the patient's code; eighth, ninth, and tenth boxes is written numerical order of forms surveyed in each turn). Hospitals need to have written regulations on how to code from the sixth to tenth boxes to ensure the coding of form codes is applied uniformly, ensuring convenience in managing and looking up information when necessary. The coding is done simultaneously on paper forms and electronic forms on online software.

Persons conducting surveys, patients, and medical staff shall fill information in the following methods:

- Filling out the required blanks;

- Circling numbers 1 to 5 of the question conducting satisfaction;

- Circling number of ordinal number of answers to questions having multiple choice;

- Other opinion questions: patients, mothers and health workers answer information with unlimited length.

3. PATIENT SATISFACTION SURVEYS CONDUCTED BY HOSPITALS

3.1. General objective

Identifying issues with which patients are not satisfied when they are examined and treated at hospitals to improve quality, gradually serve patients better, and response to patient’s satisfaction and expectations.

3.2. Requirements

1. Ensuring scientificity, objectivity, and honesty when conducting surveys.

2. Identifying issues that patients are not satisfied with.

3. Comparing the level of satisfaction between different patient objects treated at different departments.

4. Using survey results to improve hospital quality.

5. Continuously monitoring patient satisfaction to continuously improve quality.

3.3. The survey method is conducted themselves by hospitals

3.3.1. Survey design: Cross-sectional survey.

3.3.2. Survey cycle:  at least once every 3 months.

3.3.3. Survey time:  Depending on the size of the hospital, the survey team shall choose the survey time as follows:

- During 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).

- During 1 week, 2 weeks or 1 month (until the survey has the required sample size).

3.3.4. Sample size

3.3.4.1. For inpatients/mothers surveys:

1. For hospitals with more than 3,000 inpatients/mothers/day, apply the formula for calculating cross-sectional sample size, with a minimum of 300 people per survey.

2. For hospitals with inpatients/mothers from 1,000 to 2,999 visits/day, apply the formula for calculating cross-sectional sample size, with a minimum of 200 people per survey.

3. For hospitals with less than 1,000 inpatients/mothers/day, each survey should include at least 100 people.

4. For hospitals with less than 100 inpatients/mothers/month, all inpatients/mothers shall be surveyed within 1 month.

5. The sample size and sampling method of the survey of mothers giving birth at obstetric hospitals (or the obstetrics department of the general hospital) are similar to the survey of inpatients.

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.

The mother giving birth at the hospital shall be interviewed for both forms No. 4 and 5 or one form, depending on the mother's health condition and willing cooperation.

3.3.4.2. For surveys of people going for medical examination and outpatients (hereinafter referred to as outpatients)

The selection of the sample of outpatients is based on the average number of outpatients visited per day.

1. For hospitals with more than 5,000 visits per day: surveying at least 300 outpatients for 1 survey period.

2. For hospitals with from 500 to 4999 visits per day: surveying at least 200 outpatients for 1 survey period.

3. For hospitals with from 100 to 499 visits per day: surveying at least 100 outpatients for 1 survey period.

4. For hospitals with less than 100 visits per day: surveying all outpatients on 2 days of the week (except Saturday and Sunday).

3.3.5. Sampling methods

3.3.5.1. For inpatient surveys:

To ensure randomness and representation, and at the same time to help the hospital to identify the dissatisfaction of patients, sampling methods are conducted as follows:

1. For hospitals with over 1,000 inpatients/day:

Each survey shall select at least 3 clinical departments, including 1 department with high bed-occupancy,1 department with medium bed-occupancy and 1 department with low bed-occupancy. Subsequent surveys will select other departments in turn. If the hospital has a service or treatment department on request, it will also be selected for survey like other treatment departments.

In each department, selecting patients according to the following method:

Getting a list of patients being treated (by software or by number). Each survey selects respectively 1 or more letters from A, B, C, etc. to X, Y.

Selecting the patient's name according to the first letter of the first name. In one day, the hospital can choose 1, 2, 3, etc. letters depending on the number of patients being treated, but the hospital needs to ensure that all patients having the same first letter of the first name are on the list. For example, the assurance of all patients named Ha, Hanh, Han, Hoan, Huong, Huy, Hoan, Hoa, Hung, Hoang, etc are included in the list for 1 day when conducting the survey and selecting the letter H

From the established list, patients who are to be discharged from the hospital patients for interviews are selectd; excluding patients who cannot answer or those who are hospitalized and do not have enough information to answer.

Conducting a survey to satisfy the required number of patients (300 or 200).

2. For hospitals with less than 1,000 inpatients/day, select a similar sample for enough 100 patients.

3. For hospitals with less than 100 inpatients/month, select a sample to survey all inpatients within 1 month or until there will be enough 100 forms, whichever comes first.

Requirements:

The hospital shall need to have a book or software to monitor the satisfaction survey. Such a book or software includes information such as planning, time to conduct the survey, name of the department selected to survey and names of letters selected in each round, assigning people to conduct, etc. Letter names are selected for survey respectively from A, B, C, etc. to X, Y.

After completing each survey, the hospital shall need to record information related to the survey, such as selected letters, the actual number of surveyors, and any arsing difficulties and problems, etc.

Selecting a sample based on the first letter of the patient's first name is a very important task. Hospitals shall need to comply with conducting uniformly nationwide with the sampling method to ensure randomness and science.

3.3.5.2. For outpatient survey:

According to the ability, resources, facilities, arranging medical examination departments and the actual situation of patients coming for examination, the hospital shall build its plan of the sampling method to be most appropriate and optimal within the hospital's capabilities and conditions (For example, the number of round surveys can be divided into several days of the week and several weeks of the year). However, all sampling plans shall need to ensure two important principles:

1. Ensuring random samples.

2. Ensuring collected information is objective and honest.

To select a random sample, the hospital shall randomly select patients according to numbers of medical registration forms according to the average number of examinations per day to select the appropriate k coefficient.

For example, the hospital shall examine 1,000 times/day, the number of forms for survey in one day is 100, so the coefficient k = 10. The survey team shall select a sample of 10 people apart, taking all patients with the number ending in 1, for example 11, 21, 31, 41, etc.

In the case of a hospital with 1,000 examinations/day but limited survey workers, only 20 outpatient forms shall be surveyed each day, the coefficient k is 50. In this case, for every 50 people, choosing one person, the selected examination numbers are 0050, 0100, 0150, 350, 500, etc.

The choice of the k coefficient shall be decided by the hospital, but it is necessary to ensure that the number of outpatients is representative of those who registered for examination at the beginning of the day and those who registered for examination at the end of the day. There shall be a difference between the satisfaction level of those who register early compared to those who register late.

Hospitals shall develop their sampling plans, but shall need to ensure randomness and representation when selecting surveyors. Hospitals can need to have written regulations if they have a separate sampling plan that differs from this Guideline.

If the person going for medical examination fills out the form themselves, the hospital shall issue the form to the patient at the same time as the medical examination number is issued. Before leaving the hospital, the patient shall return the form to the investigator or put it in the form box for comments.

If the hospital conducts a direct interview with the patient, the interview shall be done after the patient receives medicine at the pharmacy. In case the patient does not buy medicine, the interview shall be conducted after the patient completes the entire medical examination process and before leaving.

3.3.6. Investigators, surveyors

Human resources conducting the satisfaction survey include the following subjects:

1. Workers of the quality management department and members of the Quality Management network (note: those shall avoid wearing medical attire or name badges during the interview);

2. Workers of the customer care and social work department;

3. Professional investigators and surveyors are contracted with the hospital;

4. Students of medical and pharmaceutical universities and colleges;

5. Volunteers;

6. Patients shall fill out the form by themselves (after receiving detailed instructions).

4. PATIENT SATISFACTION SURVEY CONDUCTED BY A TEAM OF MANAGEMENT AGENCY

4.1. Survey design:  Cross-sectional study.

4.2. Survey cycle at least once a year during the year-end hospital inspection and evaluation (and mid-year if conducted by the management agency).

4.3. Survey time:  According to the size of the hospital, the actual situation and the consideration and decision of the head of the inspection and evaluation team; the patient satisfaction survey team shall select the survey time as follows:

1. Differ from the time when the inspection and evaluation team arrives at the hospital (for example, surveying before 1, 2, 3 days or 1 or 2 weeks, or appointing an independent surveyor of the team inspecting and evaluating hospital quality and providing results to the team).

2. At the same time when the inspection and evaluation team arrives at the hospital.

Notes: Teams shall prioritize choosing method 1 to conduct the survey.

4.4. Sample size:

4.4.1. For inpatient survey:

1. For hospitals with more than 30 inpatients/day, the survey shall be conducted at least 30 inpatients.

2. For hospitals with less than 30 inpatients/day, the survey shall be conducted for all inpatients who have been treated for 3 days or more.

4.4.2. For outpatient survey:

Surveying at least 30 outpatients.

Notes: In case the evaluation team has difficulties, limitations in time, human resources, and interviewing skills lead to the inability to collect 30 patients; teams shall reduce the number of inpatients and outpatients who need to be surveyed. The head and secretary of team shall be responsible for deciding on the number of patients but not less than 10 inpatients and 10 outpatients and must clearly state the reason for not collecting 30 forms in minutes and reports.

4.5. Sampling methods

4.5.1. For inpatient survey:

With the goal of ensuring randomness and representation, and at the same time helping the hospital to identify patients’ dissatisfaction, the sampling method is conducted as follows:

1. For hospitals with over 1,000 inpatients/day:

Selecting at least 3 clinical departments, including 1 department with high bed-occupancy,1 department with medium bed-occupancy and 1 department with low bed-occupancy.

In each department, selecting the patients according to the following method:

- To get a list of patients (by a software or book).

- To select the patient's name according to the first letter of the first name. In one day, the hospital can choose 1, 2, 3, etc. letters depending on the number of patients being treated, but the hospital needs to ensure that all patients having the same first letter of the first name are on the list. For example, the assurance of all patients named Ha, Hanh, Han, Hoan, Huy, Huong, Hoa, Hung, Hoang, etc. are included in the list for 1 day when conducting the survey and selecting the letter H

- In the established list, patients who are to be discharged from the hospital patients are selected for interview; excluding patients who cannot answer or those who are hospitalized and do not have enough information to answer.

- To conduct a survey for enough 30 patients, each department shall survey 10 inpatients. If the number of patients in three selected departments is not enough 30 people, other departments shall be selected continuously to satisfy the minimum sample size of 30 people.

2. For hospitals with less than 1,000 inpatients/day, select similar samples in different departments to have 30 patients.

3. For hospitals with less than 30 inpatients/day, select a sample of all inpatients preparing to be discharged.

4.5.2. For outpatient survey:

Depending on the actual situation and the team's human resources, the survey team shall select outpatients according to the plan of the number of medical registration forms or letter names as the sampling method conducted itself by the hospital. Sampling shall need to ensure the principle of selecting numbers or names of people going for medical examination (based on medical registration number) before meeting the person to be surveyed. The team shall need to select 30 people and reserve at least 10 more people. Investigators shall need to avoid going straight to the examination area and seeing which patients "seem" to be cooperating well or "seem" to have a lot of "frustration" to interview. This will affect the results and make judgments inconsistent with reality.

5. ANALYSIS OF DATA OF SATISFACTION SURVEYS

5.1. Calculating satisfaction scores (generally applicable to survey subjects)

- The patient's response options from 1 to 5 in satisfaction survey questions are scored from 1 to 5, respectively.

- The overall average satisfaction score is equal to the average score of all survey forms (compared to the maximum score of 5).

- Formula to calculate the overall average satisfaction score:

Numerator = [(Total score of all satisfaction survey questions of the first person) / (Total number of questions)] + [(Total score of all satisfaction survey questions of the second person) / (Total number of questions)] + [(Total score of all satisfaction survey questions of the n^th person) / (Total number of questions)].

Denominator = Total number of people surveyed.

- The average score of each aspect is the average score of questions belonging to each aspect of all survey forms (compared to the maximum score of 5).

5.2. Calculating satisfaction rate (generally applicable to survey subjects)

- Calculating overall satisfaction rate (maximum 100%):

+ Numerator = {[(Total number of questions having answeres at level 4 + Total number of questions having answeres at level 5 of the first person) / (Total number of questions)] + [(Total number of questions having answeres at level 4 + Total number of questions having answeres at level 5 of the second person) / (Total number of questions)] + [(Total number of questions having answeres at level 4 + Total number of questions having answeres at level 5 of the n^th person) / ( Total number of questions)]} x 100.

Denominator = Total number of people surveyed.

- Satisfaction rate for each aspect: applying the same calculation method.

5.3. Overall satisfaction indicator

Calculating the comprehensive satisfaction indicator:

+ Numerator = {(The first person has all satisfactory answers at level 4 or 5) + (The second person has all satisfactory answers at level 4 or 5) + (The n^th person has all satisfactory answers at 4 or 5)} x 100

(The numerator excludes those who answered any of questions in levels 1, 2, 3);

+ Denominator = Total number of people surveyed.

5.4. Response rate compared to expectations

Response rate compared to expectations is calculated by the overall average rate of all surveyed subjects. Hospitals shall calculate other indicators developed and regulated by the hospital.

6. ENTERING DATA, WRITING REPORTS AND PUBLISHING RESULTS

6.1. Entering data

Hospitals and evaluation teams shall select from the following methods:

1. Interviewing and filling out information on paper forms, then entering data into the computer by using the office software (such as excel, data), then analyzing data.

2. Interviewing and filling out information in the online software by using phones, tablets, or desktop computers. The software shall automatically analyze and extract results for hospitals and evaluation teams as required.

6.2. Hospitals writing reports

The hospital shall extract results on online software, extract data and analyze other aspects in more depth (if someone analyzes the data). The hospital shall compare satisfaction rates and patient feedback between clinical departments, then write reports. The report shall have the identification of main issues making patients unsatisfied, and the appendix with detailed comments and suggestions from patients. According to the findings from the survey, the hospital shall create the list of prioritized issues that need to improve quality.

6.3. Inspection and evaluation teams writing reports

After conducting the survey, the worker who shall be assigned to conduct the survey shall enter data and extract results on the online software.

The result of the survey team's patient satisfaction survey shall need to be compared with the result of the hospital's survey.

The result of the survey team's patient satisfaction survey shall be published along with the evaluation result according to the set of criteria for hospital quality.

If the result of the satisfaction rate survey is very high and inconsistent with the quality evaluation results: the evaluation team shall not publish the result of the satisfaction indicator, only need to publish the patients' opinions and notable findings in the survey. The team shall need to learn from experience and review whether the survey method and process were conducted objectively, honestly, scientifically, etc. according to guidance. For example, if the team only surveys satisfaction on the day when the team comes to inspect and evaluate the hospital quality, the satisfaction rate shall be inaccurate due to the influence of many causes and impacts.

Note: the comprehensive satisfaction indicator shall be the indicator that has been included in satisfaction survey activities of the Ministry of Health since 2019 according to this Decision to monitor quality improvement. Hospitals and survey teams of management agencies shall be not required to publish the results of the comprehensive satisfaction indicator.

7. HEALTH WORKER SATISFACTION SURVEYS

7.1. The hospital conducting its health worker satisfaction survey

The hospital shall conduct the health worker satisfaction survey based on scientific, objective, honest principles, not writing the name of the respondent, ensuring confidentiality of information.

The hospital shall conduct itself the survey in the form of sampling all leaders, managers, and workers of the hospital or conduct the survey with each department respectively.

Surveying and filling out forms are conducted by entering data directly on the online software or filling out itself forms on papers. The unit assigned to conduct the survey used the form box for health workers to fill out and put in the form box.

The collection of survey forms shall be conducted at least once a year, each survey shall extend from 1 to 3 days to 2 weeks.

The methods of analyzing and writing reports on health worker satisfaction shall be conducted similarly to guidance for patient satisfaction surveys.

The department being in charge of the survey shall extract results on the online software or add other data analysis methods.

Notes:

The department assigned to conduct the health worker satisfaction survey shall be responsible for ensuring that 100% of the interviewee's information shall be kept confidential, even in cases where the Board of directors requests relevant information to find the interviewee.

If a hospital conducts a "health worker satisfaction survey" in the situation that health workers and leaders of departments fear of revealing confidentiality of information and possibly being reprimanded for responding to unsatisfactory opinions, the department assigned to conduct the health worker satisfaction survey shall not need to conduct the survey, but the reason must be clearly stated: "the survey can not be done because the hospital lost internal democracy".

7.2. The evaluation team conducting the health worker satisfaction survey

The evaluation team of the management agency shall inspect the conduct of the “health worker satisfaction survey” conducted by the hospital during the year on the online software and examine books, minutes, reports, etc about the worker satisfaction survey conducted by the hospital.

The team’s survey shall be conducted as follows:

- Randomly selecting health workers representing departments/rooms:

+ Selecting departments with many sources of revenue, departments with few sources of revenue, departments with many patients and departments with few patients, departments with patients being treated and departments/rooms with indirect or no patients;

+ Selecting health workers with representatives of doctors, pharmacists, nurses, technicians, and management positions;

- Selecting a survey sample size of at least 30 people.

The team shall conduct the survey according to the following 3 methods: (members of the team shall select the appropriate method):

1. Guiding health workers to fill out the online software by themselves (pre-login with the authority’s survey account);

2. Distributing paper forms for health workers to fill out, setting a time, and collecting forms;

3. Interviewing health workers directly in a separate space and location without other health workers attending the interview, then entering data on the online software.

Notes:

The management agency's evaluation team conducting the health worker satisfaction survey shall be responsible for ensuring that 100% of the interviewee's information shall be kept confidential, even in cases where the Board of directors requests relevant information to find the interviewee.

If the evaluation team does not have enough skills and expertise to conduct objectively, democratically, and scientifically the health worker satisfaction survey and have a risk of not being able to keep the confidentiality of information of health workers, the team shall not conduct surveys and clearly record them in minutes of inspection and evaluation of hospital quality.

8. THE SATISFACTION SURVEY ACCOUNT

8.1. Department of Health and Health ministries, branches

All Departments of Health shall be provided with login names and passwords for the satisfaction survey conducted by the management agency.

The account of the Department of Health shall view surveys of all affiliated hospitals but can not change the information.

8.2. Hospitals

Each hospital shall be provided with a hospital code to enter the form, and also provided with a login name and password.

For newly established hospitals, the Department of Health shall fill out the hospital's information according to the registration form and send it to the Department of Medical Services Administration in writing or by email at: [email protected].

The hospital shall automatically enter information according to the registration form to request a satisfaction survey account on the online software.

If hospitals change information, for example changing the hospital name, scale, and focal point, hospitals themselves update their information on the online software.

Notes:

During the conduct of the patient and health worker satisfaction survey, if the hospital or the quality inspection and evaluation team of the hospital encounters difficulties or problems, such hospital or team shall contact the Department of Medical Services Administration, Department of Quality Management and Line Direction for answers.

9. APPLICATION FORM FOR SATISFACTION SURVEY ACCOUNT

9.1. Details of the Department of Health

1. Name of Department of Health:

2. Full name of person filling out the Department’s information:

3. Position:

4. Phone number:

5. Email address to send the account:

9.2. Details of the hospital

1. Name of the hospital (clearly and fully stating hospital, institute or medical center):

2. Hospital code issued by the Ministry of Health/Department of Health to conduct medical examination and treatment under health insurance:

3. Level:

4. Rank:

5. Type of hospital* (selecting from 1 to 9 according to guidance below)

6. Number of beds according to the assigned or approved plan:

7. Actual number of beds (according to the hospital's statistical data before the application date):

8. Total number of health workers in the hospital (according to the hospital's statistical data before the application date):

9. Total number of doctors in the entire hospital (including regular, specialized and postgraduate doctors):

10. Total number of nurses and midwives in the entire hospital (including post-secondary school, college and university):

11. Average number of medical examinations per day (averaged in 1 month before registration):

12. Average number of inpatients per day (averaged in 1 month before registration):

13. Full name of person filling out the hospital’s information:

14. Position:

15. Phone number:

16. Hospital’s email address (shared or personal email assigned):

* Type of hospital, filling out numbers from 1 to 9 according to the following content:

1. Public hospitals covering their current expenditures and investment expenditures;

2. Public hospitals covering their current expenditures;

3. Public hospitals covering part of their current expenditures;

4. Public hospitals’ current expenditures covered by the State;

5. Private hospitals having domestic owners;

6. Private hospitals having foreign owners;

7. Private, joint-venture, and affiliated hospitals in domestic and foreign;

8. Other types, clearly stating;

9. Public hospitals assigned full autonomy.