Inpatient satisfaction with healthcare services of a public tertiary general hospital in Vietnam during COVID-19 pandemic

Abstract

Objectives: The article was to assess the satisfaction of inpatients with healthcare services of Vietnam – Sweden Uong Bi General Hospital (VSUGH), a public referral hospital in the Northeast of Vietnam, during the time of implementing prevention measures against Covid-19 and figure out the correlation between the variables and the satisfaction rate. Methods: A cross-sectional survey using a 5 point Likert scale questionnaire was adopted in August 2020 with the sample of 117 inpatients/ family members of inpatients discharged from 23 clinical departments in VSUGH. The survey form was modified upon the Inpatient Satisfaction Questionnaire sample of Ministry of Health of Vietnam (MOH, 2019). Results: The results showed the overall satisfaction rate on healthcare services of the hospital was 98.7% (absolute score: 4.8 ± 0.4). Of all respondents, 99.7% satisfied with the accessibility, 99.8% satisfied with the information and procedures, 96.4% satisfied with the facilities, 99.8% satisfied with the health workers and 99.0% satisfied with the results. The hospital met 95.7% ± 5.9% of the patients’ expectation. 100% patients replied that they would definitely return if needed or recommend to others. The comprehensive satisfaction index was 74.4%. There were no statistically significant differences between satisfaction rates of inpatients belong to different groups of gender, age, bed days and use of health insurance. Conclusions: In spite of enormous difficulties in Covid-19 pandemic, the inpatient satisfaction rate of VSUGH was still high. From an aspect of view, it could be seen that the healthcare services provided by the hospital were quite good upon the inpatients’ standard and assessment.