Thực trạng hài lòng người bệnh đến khám chữa bệnh ngoại trú tại khoa Khám bệnh bệnh viện Phú Nhuận 6 tháng đầu năm 2020

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Tác giả: Duc Quyen Hoang, Minh Thi Lê, Thị Thu Hà Tô

Ngôn ngữ: vie

Ký hiệu phân loại:

Thông tin xuất bản: Tạp chí Y tế Công cộng, 2020

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Bộ sưu tập: Metadata

ID: 330108

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Đặt vấn đề: Nghiên cứu nhằm mô tả thực trạng hài lòng người bệnh đến khám chữa bệnh (KCB) ngoại trú tại khoa khám bệnh và xác định những thuận lợi, khó khăn trong trong cung cấp dịch vụ khám chữa bệnh ngoại trú tại khoa khám bệnh của bệnh viện quận Phú Nhuận năm 2020. Phương pháp: Nghiên cứu mô tả cắt ngang kết hợp định lượng và định tính. Nghiên cứu định lượng sử dụng số liệu thứ cấp về hài lòng của người bệnh trong 2 quý đầu năm 2020, và nghiên cứu định tính phỏng vấn sâu lãnh đạo bệnh viện, nhân viên tổ quản lý chất lượng bệnh viện và người bệnh. Phân tích định lượng theo bộ tiêu chí đánh giá hài lòng người bệnh ngoại trú của Bộ Y tế, và phân tích định tính theo chủ đề, làm rõ các kết quả định lượng. Kết quả: Đa phần người dân đến KCB ngoại trú tại Khoa Khám bệnh đều hài lòng về bệnh viện tỷ lệ 90,63%, với điểm trung bình chung cho 5 tiêu chí đánh giá là 4,62. Điểm trung bình của nhóm câu hỏi cao nhất thuốc nhóm thái độ ứng xử, năng lực chuyên môn của nhân viên y tế và kết quả cung cấp dịch vụ. Điểm trung bình thấp nhất thuộc nhóm cơ sở vật chất và phương tiện phục vụ người bệnh. Tổng điểm trung bình giữa người bệnh sử dụng BHYT và không sử dụng BHYTcó sự chênh lệch không đáng kể. Khuyến nghị: Bệnh viện Phú Nhuận cần đầu tư nâng cấp, sửa chữa và mở rộng cơ sở vật chất, hạ tầng, nhằm cải thiện niềm tin và sự hài lòng của người bệnh.Introduction: The study aims to assess the of out-patient’ssatisfaction at the Department of Examination in the Department of Examination, Phu Nhuan district Hospital in the first six month of 2020. Method: Cross-sectional study applying mix method. Secondary data of patient’s satisfaction in the first six month of 2020. Qualitative study applied in-depth interviews with hospital leaders, hospital quality management team staff, and patients. Quantitative data was analysed and compared with the patient’s satisfaction standards of the Vietnamese Ministry of Health. Qualitative data was coded and interpreted by themes. Results: The majority of people who went to outpatient care at the Faculty of Examination were satisfied with the hospital (90.63%, the mean score of service quality is 4.63). The highest mean score belongs to the dimesion of Behavior, professional capacity of health workers and results of service provision. The lowest mean score belongs to the dimension of infrastructure, facilities and instrument. The mean score between of service quality among the patients using health insurance and not using health insurance has a negligible difference. Recommendations: Phu Nhuan Hospital needs to upgrade and expand the facilities and infrastructure in order to improve patient’s confidence and satisfaction.

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