Exploring the Satisfaction of Hospitalized Patients at One General Hospital in Vietnam

• Main Authors: Nguyen Thi Thuy Van, 阮氏翠雲
• Other Authors: Dr. SZU- MEI HSIAO
• Format: Others
• Language: en_US
• Published: 2015
• Online Access: http://ndltd.ncl.edu.tw/handle/17280602286394154422

碩士 === 美和科技大學 === 健康照護研究所 === 103 === Background: The satisfaction and qualification of healthcare from perspective of patients is the most important criteria in measuring the services served by the medical institutions. Binh Duong Province is one of the most developed provinces in Vietnam. However, so far, at Binh Duong General Hospital there are no studies on the patient satisfaction. Therefore, in order to have scientific evidences and bases, the research “exploring the satisfaction of hospitalized patients at one general hospital in Vietnam” has been conducted. Purpose: To determine the satisfaction rate of hospitalized patients having treatment at Department of Traumatology and Orthopedics and to further analyzed about the factors which have influence on the satisfaction of hospitalized patients. Methods: This study applies cross-sectional design and conducted on all 406 patients who was admitted from 06 April to 26 April 2015. The research instrument consisted of structured questionnaire, including demographic characteristics, perception and satisfaction of patients. Perceptions of patients are classified into 4 groups, which are conditions of staff care resources, skill and competency of staff, interpersonal manner of staff, and medical information and patient education. Patient satisfaction was assessed using a 5-points Likert scale from 0 to 4 which stand for the increase of satisfaction. Results: Among patients’ perceptions, the mean ± sd of perception score on conditions and staff care resources, skillfulness and competency of staff, interpersonal manner of staff, and medical information and patient education are 7.7 ± 2.0, 8.7 ± 1.5, 8.7 ± 1.6 and 10 (8.6-10) out of maximum 10 for each, respectively. Overall perception score is 34.5 ± 5.0 out of maximum 40. The average of patient’s satisfaction score is 59.4 ± 12.1 out of total 76. Generally highly satisfied patient is defined as the patients who have at least 46 points of satisfaction score. There are 361 patients (88.9%) who are highly satisfied in general. The relationship between overall perception score and satisfaction score is likely uni-variate linear regression. Each component of perception has different contribution to satisfaction score explanation. Accordingly, interpersonal manner of staff and skillfulness and competency of staff contribute more to satisfaction score than the other components. Educational levels of patients have independent effects on both perceptions and satisfaction scores. Conclusion and recommendation: Perception and satisfaction score, and high satisfaction rate of hospitalized patients in Department of Traumatology and Orthopaedics in Binh Duong General Hospital are quite high. Educational level of patients effect both their perception and satisfaction. The more perception score the patients have, the more satisfied the patients are. Future studies should account patients’ expectation to thoroughly assess patients’ satisfaction.