SATISFACTION OF PATIENTS WHO USE MEDICAL SERVICES IN PUBLIC HOSPITALS IN CAN THO CITY

Abstract

Objectives: To assess patients’ satisfaction with using public health services in public hospitals in Can Tho city according to the new 2016 criteria and compare the patient satisfaction in 7 public hospitals in Can Tho and Can Tho city according to the Health Ministry’s 2016 patient satisfaction survey. Materials and Methods: A cross-sectional study was applied to assess the service quality of 7 general public hospitals in Can Tho City with the study subjects included 1069 outpatient and 882 inpatient. Results: The average of patients’ satisfaction with outpatient and residential services in 7 hospitals at the district and provincial levels was only at 4 (satisfied or good). Most hospitals meet about 80% of patients’ expectations. More than 95% of the patients are likely to return, or will come back or refer others to the hospitals. However, there are still some patients who rate some very dissatisfactory or very poor and unhappy or poor criteria, and some patients are unlikely to return or refuse to come back. The difference in satisfaction between hospitals is statistically significant (p<0.001). Conclusion: In order to improve patients’ satisfaction with public hospitals in Can Tho city, interventions should be developed to improve the quality of hospitals. Attention should be paid to the implementation of hospital training sessions on improving service quality and patient satisfaction. Key words: Satisfaction, inpatient, outpatient, Service, Medical, Can Tho