Abstract
A cross-sectional study was conducted from 11/2022 to 06/2023 to describe the quality of medical examination and treatment services (MET) and analyze some influencing factors at the Department of Examination at the District Health Center. Khanh Son Khanh Hoa province. Quantitative research method on 200 patients was conveniently selected, using SERVPERF questionnaire combined with qualitative through in-depth interviews with leaders, managers and patients. The results showed that the percentage of patients who rated the quality of service as good was 89.0%, the highest in the aspect of trust (89.5%), the lowest in the aspect of assurance (84.5%), sympathy and tangibles reached 86.0%, responsiveness reached 87.0%. Factors that positively affect service quality: Applying information technology in MET; good attitude, communication and behavior of medical staff; simple MET process and investment policy to improve hospital quality; Negative factors: Limited investment funds; degraded and narrow facilities; lack of immunoassay machines; professional capacity of medical doctors is not high; lack of specialists; training; policy is not appropriate. Positive factors need to be maintained, negative factors need to be overcome to improve service quality.
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