Abstract
Objective: The aim of study is assessing the healthcare service quality through patient’s perception and analyzing several effects on the quality of healthcare services. Methods: The descriptive cross-sectional study, using quantitactive and qualitative method was conducted at the Outpatient Department, Go Vap district General Hospital. 250 selected patients filled the original SERVPERF questionaire which consists 22 questions about 5 dimensions of service quality including Reliability, Responsiveness, Assurance, Empathy and Tangible. Results: The main finding showed that the mean score of all the domains is 3.94. The positive inuencies on healthcare service included: training and development of human resources, modern facilities and equipment, convenient one-stop medical examination and treatment process. The negative remarkable factor is the waiting in the drug dispensing process and the medical staff's communication is sometimes inappropriate. Conclusions: The hospital’s service quality has not been evaluated well, the department needs to calculate and determine the appropriate number of human resources, improve the drug taking stage as well as develop sanctions in handling violations to improve quality and serve the increasing needs of patients. Keywords: Healthcare service quality, outpatient department, SERVPERF.
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