How to Improve Satisfaction of Outpatient at Hoan My Da Lat

Download Article

DOI: 10.21522/TIJMG.2015.04.02.Art016

Authors : Quoc Nguyen Gia Bao

Abstract:

This study aims to describe the level of satisfaction of patients and their families, The study is supported by a sample of 1068 patients, which is 653 outpatients with 40 questionnaires and 415 inpatients with 35 questionnaires during 26 July to 25 Aug 2016 from all of the Hoan My Da Lat Hospital fields to whom an evaluation questionnaire was given to be filled out on the day of their release. The average age is from 1-18 & 18-55, and 62% are female - 38% are male for outpatient is 48% male and female 52%. The section under the heading of:

·     Expectation of patient to Hospital Service

·     Medical staffs (doctor, nurse, technician and pharmacist) attitude and treatment result.

·     Standard of procedures and information approach to patient.

·     Good support from customer service team, receptionist and cashier

·     Clean, Facility, cost treatment and equipment support.

·     Simple and waiting time.

Keywords: Patient satisfaction, outpatient, Orthopedic, O&G, Gastroenteritis, Internal Medicine, Quality.


References:

[1.]     Dao HT, Waters H, Le QV: User fees and health service utilization in Vietnam: how to protect the poor? Public Health 122, 1068–1078 (2008).

[2.]     General Statistics Office-Vietnam: Health statistics year book 2008. Vietnam: 2008. Luat ND, Dung TV: To chuc. Quan ly va chinh sach y te. Medical Publishing House, 2006 (in Vietnamese)

[3.]     Health grades Research: Consumer Perceptions of Scheduling Appointments with Physicians Online, December 2016.

[4.]     Munro, B., Jacobsen, B., and Brooten, D. (1994). Re-examination of the Psychometric Characteristics of the La Monica-Oberst Patient Satisfaction Scale. Research in Nursing and Health; 17(2):119-25.

[5.]     Ministry of Health-Vietnam (MoH) and the Health Partnership Group (HPG): Joint annual health review 2008 - Health financing in Vietnam, 2008.

[6.]     Nana, O., Nwankwo, S., & Dason, B. (2010). Measuring service quality and patient satisfaction with access to public and private healthcare delivery. International Journal of Public Sector Management, 23 (3), 203-220.

[7.]     Narayan, Bindu Rajendran, C., & Sai, L.P. (2016). Scales to measure and benchmark service quality in tourism industry: A second order factor approach. Benchmarking: An International Journal, 15 (4), 469-493.

[8.]     Rubin, H., Gandek, B., Rogers, W., Kosinski, M., McHorney, C., and Ware, J. (1993). Patients’ Ratings of Outpatient Visits in Different Practice Settings: Results from the Medical Outcomes Study. JAMA; 270(7): 835-840.

[9.]     Ross, C., Steward, C., and Sinacore, J. (1993). The Importance of Patient Preferences in the Measurement of Health Care Satisfaction. Medical Care; 31(12): 1138-1149.

[10.]  Sitzia, J. and Wood. N. (1997). Patient Satisfaction: A Review of Issues and Concepts. Social Science and Medicine; 45: 1829-1843.

[11.]  Viet Nam News (2013). Public hospital fees to increase until 2018 after government decree. (accessed November 06, 2013), [available at http://vietnamnews.vn/opinion/247217/public-hospital-fees-to-increase-until-2018-after-government-decree.

[12.]  Williams, B., Coyle, J., and Healy, D. (1998). The Meaning of Patient Satisfaction: An Explanation of High Reported Levels, Social Science & Medicine; 47(9): 1351.