Hospital Management: Solution Implemented from Tangible Factor – Resarch at the Outpatient Department of some Public Hospital in Hanoi

Abstract

This paper present empirical research result on factors affecting the quality of medical service at the Outpatient Department of some public hospitals in Hanoi. This reserch based on the SERVQUAL model and conduct with 140 patients and 140 patient’s family members who came to these hospitals. The result show that Assurance and Tangible have the most impact to the quality of medical service. We analyze the mean value of the result and see that the Tangible factor has the lowest value and it is the patients and their family members most perceptive factor. Therefore, we focus on analyzing, interpreting and proposing a number of micro and macro solutions to manage the Tangible factor to help improving the quality of healthcare service throughly but sequentially through each step, each zone.