In the first quarter of 2026, the Hanoi Department of Health recorded positive signals from the survey and evaluation report on the satisfaction of inpatient and outpatient patients, as well as citizens using the expanded immunization service. A notable highlight is that the health sector has strongly promoted the application of information technology in the evaluation process, arranging nearly 2,000 QR code scanning points at medical facilities, creating favorable conditions for people to easily provide feedback right during their service utilization.
Transparent Survey Results Reflecting the Quality of Medical Examination and Treatment
According to statistics, the entire sector received 47,600 survey forms, maintaining stability and a slight increase compared to the same period in 2025. Among them, medical facilities self-implemented 39,950 forms, and the Department of Health conducted an independent survey via QR codes, reaching 7,650 forms. The average satisfaction rate self-evaluated by the units reached 97.2%. Combining the independent survey channel via QR codes (which had an 11.1% difference compared to self-surveys) has helped the results reflect a higher level of objectivity, thereby setting a requirement for medical units to improve the accuracy of their self-inspection work.
Many public and non-public hospitals have maintained a very high level of satisfaction, reaching about 90% in independent evaluation criteria. Typical public hospitals include Quoc Oai, Ba Vi, Dong Da, and Hanoi Kidney Hospital. In the non-public sector, units such as Vinmec Times City International General Hospital, Tam Anh, Hong Ngoc, and Medlatec continue to affirm their service quality. Additionally, the grassroots health network, such as the Medical Stations of Giang Vo, Phu Thuong, and Tay Ho wards, also received great trust from the community.
Innovation in Evaluating the Expanded Immunization Service
The year 2026 also marks a new step forward as the health sector, for the first time, separated the satisfaction index for the expanded immunization service and organized an independent evaluation. The first quarter of 2026 collected 9,061 survey forms for this service, with an average satisfaction rate reaching 91.4%. This achievement is a testament to the digitization efforts in immunization management, implementing automatic schedule reminders via SMS, and logically and scientifically allocating medical human resources.
Promoting Technology to Enhance Patient Experience According to Resolution No. 72
Implementing the spirit of Resolution 72 on breakthrough solutions to protect and improve people’s health, the Hanoi health sector has continuously improved the medical examination and treatment process through technology. Medical facilities are currently strongly applying online appointment booking and channeling patients by time frames to minimize waiting times. Besides, maintaining the QR survey system, hotlines, and electronic feedback channels helps medical facilities receive and promptly handle all patient recommendations.
Parallel to digitization applications, the medical environment is also being invested in and renovated according to the “bright – green – clean – beautiful” criteria. Hospitals and clinics are increasingly focusing on standardizing instructional procedures, transparently publicizing information, and training communication skills for staff. Linking satisfaction survey results with emulation and ranking work is creating a strong motivation for medical facilities to constantly improve, bringing the safest, most modern, and most satisfying treatment experience to the people.
Center for Support & Continuous Education