OUTPATIENT SATISFACTION AT THE DEPARTMENT OF PHYSIOTHERAPY - REHABILITATION, HONG PHAT GENERAL HOSPITAL 2020

Abstract

Study was conducted by cross-sectional description design on a group of 309 patients treated in the Department of Physiotherapy and Rehabilitation, using modified questionnaires of the Ministry of Health. The results showed that: The satisfaction rate in terms of waiting time to be served is 55.7%. The satisfaction rate in terms of skills and attitudes of health workers is 57.6%. The satisfaction rate in terms of facilities and departmental organization is the lowest: 8.7%. - About Age: tends to be younger group (under 35) having higher satisfaction rate than the older group in terms of waiting time, skills, attitudes of health workers, and hospital facilities. - Regarding the status of being covered by health insurance, there is a fairly clear rule that patients with partial health insurance payments will be more satisfied than those who do not - Regarding the debt situation when being treated at the hospital, it was found that the group that had to borrow in debt was more satisfied than the group who did not. Conclusion: Patients are satisfied with different hospital services, highest with financial transparency, and lowest in facilities. The factors of age, gender, paid for and borrowed by health insurance are related to patient satisfaction. Satisfaction rate for financial transparency and health insurance is the highest: 69.9%. The rate of satisfaction of service quality is: 42%. Factors related to satisfaction are not the same depending on age, gender, status of being paid by health insurance and ability to pay hospital fees or having to borrow debts of patients: - Regarding gender, there is a tendency for women to be more satisfied than men in terms of waiting time, skills, attitudes of medical staff and hospital facilities.