Trải nghiệm của người bệnh điều trị ngoại trú tại khoa khám bệnh bệnh viện Quân Y 175 năm 2022

Abstract

With the goal of "Patient-centered", patient experience is a measure of quality and is especially important for the development of the medical industry in general and Military Hospital 175 in particular. Objectives: The study was carried out to describe the negative experience of outpatients at Military Hospital 175. Research methods: A cross-sectional descriptive study on 321 outpatient, questionnaire based on inpatient survey questionnaire of Ho Chi Minh City Department of Health, redesigned according to the actual touch points of the outpatient examination process, inheriting the SUE scale - Subjective Units of Experience by author Hartmann but focused on the emotion of "Feeling bad", during the period from May 2022 to December 2022 at the Outpatient Department at Military Hospital 175. Result: The study showed 39% of patients with a negative experience at least one touch point in the medical examination process. Of which, 40% of the problems are related to facilities, mainly at the motorbike parking lot, followed by waiting time at some points in the examination process (waiting at the reception counter, clinic, performing medical examination, technical services and waiting to receive results, receive medicine) with 30% of problems giving patients a negative experience. Conclusion: The study has provided a basis for proposing specific improvement solutions such as upgrading the motorbike parking lot, improving the efficiency of the registration counter operation and improving the outpatient examination process to improve the touch points that bring the negative experience to the patients. Keywords: Patient experience, touch point, unstructured interview, Military Hospital 175.