Abstract
Patient satisfaction is a useful predictor of adherence and outcomes of cardiovascular diseases (CVDs) treatment. This study explored the satisfaction of Vietnamese CVDs inpatients and outpatients using a scale specifically designed for CVDs patients and examined the factors associated with satisfaction towards CVDs treatment services. Interviews of 600 patients at the Hanoi Heart Hospital were conducted. We developed a measurement scale for both inpatient and outpatient services. Multivariate Tobit regression was used to determine the associated factors with patient satisfaction. For inpatients, Cronbach’s alpha reported for the domains were in the range of 0.72–0.97, while for outpatients, Cronbach’s alpha was within 0.61–0.97. Overall, patients were more satisfied with inpatient services (Mean = 81.8, SD = 5.8) than outpatient services (Mean = 79.7, SD = 5.2, p<0.05). In inpatients, the highest complete satisfaction was in “Attitude of Nurse” item (42.0%), the highest satisfaction score was in “Care and treatment” domain (Mean = 85.6, SD = 9.7) and the lowest in “Hospital facilities” domain (Mean = 78.3; SD = 9.2). Among outpatients, the highest complete satisfaction was in “Attitude of physicians when examining, guiding and explaining to the patient” item (19.7%), the highest satisfaction score was in “Attitude of medical staff” domain (Mean = 82.8; SD = 7.9) and the lowest in “Waiting time” domain (Mean = 76.6; SD = 8.2). People not having health insurances had significantly higher scores in “Waiting time”, “Hospital facilities” and “Attitude of staff” domains (for outpatients) and in “Health service accessibility”, “Hospital facilities” domains (for inpatients) as well as higher total satisfaction score than those having health insurance. Findings discovered through the application of the newly developed instrument showed low satisfaction regarding hospital facilities for inpatients and waiting time for outpatients, suggesting renovation efforts, while inferiority regarding patient satisfaction of health insurance covered patients compared to those without implied policy reform possibility. Further enhancement and validation of the developed instrument was required.
Highlights
Patient satisfaction has long been considered a pivotal element for achieving an optimal relationship between patient and health professionals/providers and for the design of quality assurance and improvement initiatives [1, 2]
This study aimed to investigate the patient satisfaction towards hospital care of people with Cardiovascular diseases (CVDs), for both inpatient and outpatient services, by employing a scale designed for the study
We identified following dimensions that should be included in the instrument: 1) Waiting time; 2) Attitude of physicians, nurses and other medical staffs; 3) Equipment and infrastructure of the hospital; 4) The accessibility of essential health service, and 5) Quality of care and treatment
Summary
Patient satisfaction has long been considered a pivotal element for achieving an optimal relationship between patient and health professionals/providers and for the design of quality assurance and improvement initiatives [1, 2]. The burden of CVDs on low and middle-income countries (LMICs) has been disproportionately higher than that on high-income countries [10, 11], partly due to under-developed health systems having limited capability in providing sufficient and effective CVDs care [12]. Cardiovascular conditions include both acute episodes and long term disability that require curative care as a component of a continuous coordinated care model covering primary care, hospital care and post-acute care [13]. Given the influence of patient satisfaction on quality and effectiveness of acute/ hospital care as well as the acute on chronic nature of CVDs, assessing patient satisfaction toward healthcare services among CVDs patients in LMICs setting can be seen as crucial to improve patient experience and health status of these patients
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