35. Sự hài lòng của người bệnh với chất lượng dịch vụ y tế tại khoa khám bệnh Bệnh viện Thận Hà Nội năm 2023 và một số yếu tố liên quan

Abstract

Hospital medical care quality has drawn increasing attention in recent years. We performed a survey to determine patient satisfaction with medical services at the Department of Examination, Hanoi Nephrology Hospital, to gather data that would support raising the standard of medical service management in hospitals. A cross-sectional study was conducted on 409 patients who visited the Department of Examination, Hanoi Nephrology Hospital from January 2023 to May 2023. Direct data collection was done through interviews using a questionnaire based on the form and instructions for assessing patient and medical staff satisfaction according to Decision 3869/QD-BYT in 2019 issued by the Ministry of Health. The results showed that the overall satisfaction score of the research subjects about the quality of medical examination and treatment at the Department of Examination is 4.24/5 points. The Department of Examination’s medical staff consistently receives positive feedback from more than 85% of its patients where 38.4% of the patients assessed that they were fully satisfied with the criteria. The study showed a correlation between residence, income, occupation, and returning or referring others to the total satisfaction score of study subjects with 95% confidence.