THE NEW TOOL AND RELATIONSHIP BETWEEN SERVICE QUALITY AND INPATIENT SATISFACTION IN MEASURING HEALTHCARE QUALITY

Abstract

Subject and method: The study obtained feedback from inpatients, measure consumers’ perceptions of healthcare quality in both functional and technical quality including, using the SERVQUAL instrument with five generic dimensions (the original 22 scores instruments) for functional quality to combinate with the 8 dimensions for technical quality; Beside, measure inpatients satisfaction by Tool of Victorian Patient Satisfaction Monitor (VPSM) with 6 origin dimensions (25 scores instruments). Survey on Vietnam National Heart Institute at Bachmai Hospital in Vietnam. The study refers to the period one month from January to February 2014.