Innovation to better serve
Administrative reform (AR) is identified as a key task, associated with the professional quality and service of the Gia Lai provincial health sector. This unit is gradually transforming from a "management" to "service and innovation" system, taking the satisfaction of people and patients as an effective measure.
In the first 10 months of 2025, the health sector has completed 10/14 assigned tasks early, reaching 97.5% of the regular tasks assigned by the Provincial People's Committee. The industry received more than 2,500 administrative records, of which more than 1,800 records were resolved on time; the rest are being processed according to regulations.
The Department of Health has cut 50% of the time for handling administrative procedures, simplified records, and saved nearly 20% of costs for people and businesses. The whole industry provides 138 online administrative procedures, of which 105 procedures are at the full process level, helping people and businesses easily perform public services anytime, anywhere.
After the merger, the Department of Health advised the Provincial People's Committee to regulate the functions, tasks and organizational structure of 47 public service units and 2 affiliated branches. The whole industry currently has more than 9,670 people, including 3,230 doctors, 409 university pharmacists or higher; 95.5% of Commune Health Stations have doctors working there. The Department is implementing a plan to recruit nearly 1,900 new employees, prioritizing the attraction of 125 doctors and pharmacists to supplement high-quality human resources for grassroots health care.
In 2025, all medical examination and treatment facilities in the province will deploy electronic medical records. The smart health kiosk system helps people look up, register and pay hospital fees online quickly and transparently.
The industry has integrated 100% of level 4 public services into the province's Public Service Portal, connecting health data with the national population database and VNeID system, shortening time, reducing paperwork and improving convenience for people when examining and treating patients.
People's happiness is an effective measure
Mr. Le Quang Hung - Director of the Department of Health of Gia Lai province - emphasized that the satisfaction of people and patients is an important criterion, an effective measure of the implementation of CCHC work.
The survey report shows that the satisfaction of people and patients is about 90% (inpatient over 90%; outpatient 85-87%). "The Department's goal is to strive to become a leading unit in implementing administrative procedures in departments and branches," said Mr. Hung.
The Director of the Gia Lai Provincial Department of Health said that the industry is focusing on implementing administrative procedures in a full and timely manner, ensuring the reception and return of documents online quickly and transparently.
Based on the new assessment index issued by the province, the Department has developed a specific plan, clearly assigning tasks to each department and each specialist to achieve the highest results; at the same time, directing medical examination and treatment facilities to continuously improve people's satisfaction in the process of using medical services.
In addition to the achieved results, the implementation of administrative procedures still has some difficulties such as large file volumes while processing time is shortened; human resources are limited; regulations and procedures have new content... However, up to now, the settlement work is still guaranteed, with almost no overdue records.
"With the spirit of service, the provincial health sector is affirming its pioneering role in building a modern and humane healthcare administration for the health and trust of the people," Mr. Hung affirmed.
