1. History of Formation and Development
- In the context of Vietnam's healthcare sector undergoing a strong transformation towards modernization, patient-centeredness, and continuous improvement of service quality, hospital quality management plays an increasingly pivotal and strategic role in the sustainable development of every medical examination and treatment facility.
- As a special-class general hospital and the country's top-tier referral line, Bach Mai Hospital has always been a pioneer in management innovation, the application of science and technology, and the enhancement of professional quality. On that foundation, the Center for Medical Service Quality Management was established to meet the increasingly high demands of modern hospital governance, while integrating related fields such as quality management, patient safety, nursing, information technology, social work, nutrition, and communication.
- The Center for Medical Service Quality Management was established on August 19, 2025, under Decision No. 4794/QD-BM. The birth of the Center marks an important development step in shifting from administrative management to comprehensive quality governance, aiming to build a smart, modern, transparent, and efficient hospital model.
2. Organizational Structure
The Center for Medical Service Quality Management operates under a centralized and unified management model, under the direct leadership of the Hospital Director.
2.1. Center Leadership
- 01 Center Director
- Deputy Center Directors
The Center's Leadership Board is fully responsible to the Hospital Director for all activities of the Center; while directly steering and managing professional fields, organization, personnel, finance, and development strategies.
2.2. Subordinate Units
The Center consists of the following functional departments and divisions:
- Center Office
- Department of General Planning
- Department of Nursing and Patient Care
- Department of Quality Management and Patient Safety
- Department of Information Technology and Digital Transformation
- Department of Social Work and Communication
- Division of Clinical Nutrition
Each unit has specialized functions and tasks, while coordinating closely through an interconnected mechanism to ensure efficient operation without overlap.
2.3. Operating Mechanism
The Center operates on the principles of centralization - flexibility - interdisciplinary coordination, in which:
- The Center Director provides comprehensive leadership and holds the highest responsibility.
- Deputy Directors are in charge of specific professional areas.
- Departments and divisions operate according to assigned functions, under the direct supervision of the respective leaders in charge.
Notably, the Center applies a "one-stop - interconnected - digitized" mechanism, which helps process information quickly, reduces intermediate levels, and enhances the efficiency of internal governance and coordination.
3. Functions and Tasks
3.1. Functions
The Center for Medical Service Quality Management is a functional unit of Bach Mai Hospital, responsible for advising and organizing the implementation of activities related to management, coordination, and improvement of medical examination and treatment quality.
Main functions include:
- Strategic advisory and comprehensive management of emergency, medical examination, treatment, care, and functional recovery activities.
- Focal point for quality management and patient safety, developing and monitoring the implementation of professional standards and procedures.
- Coordination of interdisciplinary activities, including nursing, information technology, social work, training, and scientific research.
- Consulting and implementing digital transformation, applying information technology in hospital management and operation.
- Management of clinical nutrition and food safety throughout the hospital.
- Advisory on developing domestic and international cooperation, enhancing professional and governance capacity.
3.2. Core Tasks
(1) Quality Management and Patient Safety
- Build, implement, and monitor the hospital quality management system.
- Establish a system for managing risks, errors, and medical incidents.
- Develop a set of quality indicators, measure, and evaluate the effectiveness of medical examination and treatment activities.
- Organize surveys, receive feedback, and improve service quality.
(2) Management and Coordination of Medical Examination and Treatment Activities
- Monitor and comprehensively coordinate medical examination and treatment activities within the hospital.
- Build professional development plans and implement new techniques.
- Manage consultation activities and inspect professional regulations.
(3) Information Technology and Digital Transformation
- Manage and operate the information technology infrastructure system.
- Develop software and applications for management and professional purposes.
- Implement smart hospitals and ensure data safety.
(4) Nursing and Patient Care
- Manage and steer nursing activities hospital-wide.
- Monitor the quality of patient care.
- Train and develop the capacity of the nursing staff.
(5) Social Work and Communication
- Support patients and their families.
- Organize health education communication.
- Connect and mobilize social resources.
- Advise on handling communication and enhancing the hospital's image.
(6) Clinical Nutrition and Food Safety
- Examine, consult, and provide nutritional treatment for patients.
- Manage pathological diets.
- Monitor food safety throughout the hospital.
(7) Training, Scientific Research, and International Cooperation
- Organize training and professional development.
- Implement scientific research in the field of quality management.
- Expand international cooperation and access advanced models.
(8) Governance and Operation
- Build strategic plans, as well as short-term and long-term action plans.
- Synthesize and analyze data for management purposes.
- Manage human resources, finance, and assets according to regulations.
