Improving Hospital’s Quality of Service in Vietnam: The Patient Satisfaction Evaluation in Multiple Health Facilities

Abstract

We developed a patient satisfaction (PS) scale to measure PS and determined associated factors with PS in several hospitals in Vietnam. In this cross-sectional survey, study on 108 patients in three hospitals in Hanoi, Vietnam was conducted. A PS instrument covering four domains: 1) Transparency of information and procedure; 2) Facilities and equipment; 3) Attitude and capacities of health professionals, and 4) Outcomes of service was used. Multivariate linear regression was performed to detect factors associated with patient satisfaction scores. The internal consistency reliability was excellent at 0.9400. The highest percentage of people having complete satisfaction was 64.8% in the item “Doctors have good attitudes and communication with patients,” while the lowest percentage was in “the level of satisfaction with the price of medical services of the hospital” (13.0%). Overall, 23.2% of patients rated complete satisfaction with health services. There were 54.6%, 44.4%, 40.7%, and 26.9% patients having satisfaction/complete satisfaction with Outcomes of service, Facilities and Equipment, Attitude and capacities of health professionals and Transparency of information and procedure, respectively. Patients who were outpatients, living in other provinces, using on-demand services, and unable to pay service fees had lower levels of satisfaction compared to others. To conclude, the satisfaction with health service in our sample was moderately low, particularly transparency in information and procedure. Improving the quality of administrative procedures and the application of information technology are priority issues in improving the quality of hospitals and assure equality in health care delivery among different patient groups.