Out-patient satisfaction assessment at health examination department of regional general hospital of An Giang in 2021

Abstract

Objective: to describe satisfaction situation of out-patients and some affecting factors at Regional general hospital of An Giang province. Method: Study applied cross sectional design, conducted from March to October 2021. Out-patient satisfaction assessment tool approved by Vietnam ministry of health has been used. 270 patients were completed face-to-face interview to describe their satisfaction with services received. In addition, 4 in-depth interviews were conducted to explored some affecting factors to patient satisfaction. Results: Average scores of patient satisfaction across 5 domains found pretty consistent at the level of 4,1 in the 1-5 scale. Proportion of patients satisfied with accessibility factor was highest (88,51%). The percentage of respondents satisfied with service provision outcomes, health worker attitude, behavior and capacity, service infrastructures and equipments, transperant information and process domain were 87,04%, 86,3%, 84,44% and 76,3% respectively. Patients with higher education tended to reported lower satisfaction level than those at secondary school level or lower. Findings from in-depth interviews showed that clients with health insurance were more satisfied with services. Conclusion: Patient satisfaction level found in this study was rather low compared to expectation and its of other similar hospitals. It is necessary to improve quality of the outpatient health care process and upgrade the infastructures and equipments for this activity. Key words: Satisfaction, out-patient.