The Bureau has received feedback from the public indicating that if there are no irregularities or no need for follow-up medical treatments, it is costly and time-consuming to visit the hospital a second time and swipe the NHI IC card to receive the results of medical tests/examinations. NHI participants have suggested that hospitals should consider notifying patients of test or examination results proactively if no irregularities have been identified. Therefore, many NHI contracted hospitals are now proactively notifying patients of test/examination results, which saves patients time and money because they do not have to return to the hospital, and it increases patient satisfaction. Instead of paying a second visit to the hospital for the sole purpose of receiving the medical reports, patients now have the liberty to decide if they wish to pay a return visit to the hospital.
In July, 2010, the Bureau conducted a nation-wide survey to determine the number of hospitals which are (or will be) proactively notifying patients of test/examination results and the methods they have adopted. To improve service efficiency and quality, a total of 294 hospitals provided proactive notification services for test/examination items, or offered other channels for checking results. As a follow-up measure, the regional divisions of the Bureau have shared these practices within their respective districts through regional co-management meetings or coordination meetings. As of July, 2011, a total of 323 NHI-contracted hospitals provided proactive notifications for test/examination results through different channels, accounting for 67% of NHI contracted hospitals in the country and marking an increase of 29 hospitals over the July, 2010 figures.
Proactive notification services are mainly provided for numeric test reports, including biochemical blood tests, routine stool and urine tests, blood coagulation tests, blood sugar tests, immune serum tests, virological blood tests, etc. Some hospitals have also incorporated germiculture results, radiography reports, electrocardiography (ECG) reports, pap smear and mammography results, upper G-I panendoscopy, and colonoscopy examination results into the scope of services. They will proactively notify patients if any malicious disease or irregularity (i.e, a test value has reached a critical level) has been highlighted in a medical report.
When providing such services, the hospitals are also required to take privacy into account and determine whether or not it is convenient for the patients. Therefore, most hospitals will obtain the consent of the patients in advance. Based on our survey results, the proactive notification or result-checking services are provided through the following channels:1. Mail delivery of reports 2. If the test results suggest a malicious disease or other irregularities, such results will be delivered by phone by the medical personnel (including physicians, nurses or medical technologists). 3. Notification through e-mail or short message services 4. Providing a designated counter in the hospital for queries via computer 5. Installing machines in the hospital for automated report-generation using the NHI IC Card. 6. Providing result-checking services through the website of the hospital 7. Providing help desks for relevant counseling services and photocopying reports. 8. The physician will proactively notify the patient of the time and method for checking results. A "Notification for Telephone Consultations on Test/Examination Results" will be provided.
The survey results show that proactive notification services are now available in 13 medical centers, 54 regional hospitals and 256 local hospitals. These services help to reduce the number of hospital visits paid by patients solely for the purpose of checking results. Patients are given the liberty to decide if they wish to pay a second visit to the hospital or not. When taking medical tests/examinations in hospitals, the patient may check with the hospital staff to see whether a proactive notification service is available. Most of the hospitals do not charge for these services. Some hospitals request patients to provide pre-addressed return envelopes.
The Bureau wishes to thank the 323 hospitals for their constant efforts in improving their services to the public. We will continue encouraging the remaining hospitals to follow these good practices.