Out-patient’s satisfaction at the Department of Examination of Phu Nhuan hospital in the first six months of 2020

Abstract

Introduction: The study aims to assess the of out-patient’ssatisfaction at the Department of Examination in the Department of Examination, Phu Nhuan district Hospital in the first six month of 2020. Method: Cross-sectional study applying mix method. Secondary data of patient’s satisfaction in the first six month of 2020. Qualitative study applied in-depth interviews with hospital leaders, hospital quality management team staff, and patients. Quantitative data was analysed and compared with the patient’s satisfaction standards of the Vietnamese Ministry of Health. Qualitative data was coded and interpreted by themes. Results: The majority of people who went to outpatient care at the Faculty of Examination were satisfied with the hospital (90.63%, the mean score of service quality is 4.63). The highest mean score belongs to the dimesion of Behavior, professional capacity of health workers and results of service provision. The lowest mean score belongs to the dimension of infrastructure, facilities and instrument. The mean score between of service quality among the patients using health insurance and not using health insurance has a negligible difference. Recommendations: Phu Nhuan Hospital needs to upgrade and expand the facilities and infrastructure in order to improve patient’s confidence and satisfaction. Keywords: satisfaction, outpatient care, Phu Nhuan Hospital, Ho Chi Minh City