MEASURING INPATIENT SATISFACTION FOR TREATMENT PROCESS AT THE NATIONAL HEART INSTITUTE AT BACHMAI HOSPITAL IN VIETNAM BY TOOLS OF VICTORIAN PATIENT SATISFACTION MONITOR

Abstract

Background: A survey was conducted for inpatient satisfaction about medical examination and treatment process in Vietnam National Heart Institute at Bachmai Hospital using the Tools of Victorian Patient Satisfaction Monitor (VPSM) 2012. Methods: The study obtained feedback from adult inpatients over a period of one month, during a middle of January to middle of February 2014. We were finished interviewed immediately before inpatients leave hospital, the attendant, a modified version of the PS by the VPSM with 6 items (25 score) was used in the hospital. Results: In total, 325 inpatients were interviewed and completed the survey. Levels of inpatient satisfaction about medical examination and treatment process were influenced by the VPSM with 6 items (25 score) and Cronbach alpha coefficient’s 0.928, Including the Access and Admission, General Patient information, Treatment and Related information, Complaints Management, Physical Environment, Discharge and Follow. Overall, the level of highly inpatient satisfaction in the hospital was explained almost 74.621% what could be archieved. There is no difference in the assessment of the inpatient satisfaction for medical examination and treatment process between level of education; there is difference in the assessment of the inpatient satisfaction for medical examination and treatment process under the Gender, and the monthly income level with the model of research. Conclusion: The levels of inpatient satisfaction about medical examination and treatment process is influenced by the VPSM with 6 items (25 score). The VPSM provides feedback on the PS for medical examination and treatment process of a public hospital experience from the adult inpatient's perspective. Keywords: Medical examination and treatment process, inpatient, patient satisfaction, VPSM