Chất lượng dịch vụ khám chữa bệnh ngoại trú tại bệnh viện Hoàn Mỹ Bình Dương năm 2021 và một số yếu tố ảnh hưởng

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Tác giả: Quốc Thành Trần

Ngôn ngữ: vie

Ký hiệu phân loại:

Thông tin xuất bản: Tạp chí Khoa học Nghiên cứu Sức khỏe và Phát triển, 2022

Mô tả vật lý: tr.27-33

Bộ sưu tập: Metadata

ID: 336944

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Mục tiêu: Nghiên cứu thực hiện trên 252 trường hợp bằng phương pháp cắt ngang mô tả kết hợp định tính với định lượng với mục tiêu mô tả chất lượng dịch vụ khám chữa và tìm hiểu một số yếu tố ảnh hưởng đến chất lượng dịch vụ khám chữa bệnh ngoại trú tại Bệnh viện Hoàn Mỹ Bình Dương. Phương pháp nghiên cứu: Nghiên cứu sử dụng bộ công cụ SERVPERF được kiểm định qua hệ số tin cậy Cronbach’s Alpha, khảo sát 252 người bệnh đến khám chữa bệnh ngoại trú và tiến hành phỏng vấn sâu một số đối tượng tham gia nghiên cứu gồm đại diện lãnh đạo bệnh viện: 01 người
Đại diện lãnh đạo khoa khám bệnh 01 người
Bác sỹ công tác tại khoa khám bệnh 01 người
Điều dưỡng công tác tại khu vực KCB ngoại trú: 02 người
Nhân viên chăm sóc khách hàng: 01 người. Kết quả: Kết quả nghiên cứu cho thấy chất lượng dịch vụ tại khu vực khám chữa bệnh ngoại trú thông qua đánh giá của người bệnh cho kết quả điểm chất lượng dịch vụ trung bình chung đạt được 4,33 (0,55) trên thang điểm 5. Chất lượng dịch vụ được đánh giá đạt mức tốt. Một số yếu tố ảnh hưởng đến chất lượng dịch vụ bao gồm nguồn nhân lực thể hiện ở kỹ năng giao tiếp ứng xử của nhân viên được đánh giá tích cực, cách thức tổ chức quy trình khám chữa bệnh cũng là một điểm mạnh, yếu tố cơ sở vật chất được người bệnh đánh giá cao và thông tin y tế là yếu tố cần cải thiện để nâng cao chất lượng dịch vụ. Kết luận: Từ kết quả nghiên cứu, tác giả gợi mở cho bệnh viện tiếp tục phát huy ưu thế, đẩy mạnh ứng dụng CNTT hướng đến bệnh viện thông minh. Tiếp tục thực hiện nghiên cứu khảo sát, đánh giá chất lượng dịch vụ hàng năm để cải thiện chất lượng dịch vụ ngày càng tốt hơn.The study was carried out on 252 cases by a descriptive cross-sectional method combining qualitative and quantitative at Hoan My Binh Duong Hospital. The research method using the SERVPERF toolkit was tested through Cronbach’s Alpha reliability coefficient, surveyed 252 patients who came for outpatient medical examination and treatment, and conducted in-depth interviews with a number of research participants including representatives of the leaders of the study. hospital director: 01 people
Leading representative of medical examination department 01 people
Doctor working at the medical examination department 01 people
Nurses working in the outpatient medical care area: 02 people
Customer care staff: 01 people. The research results show that the service quality in the outpatient clinic, through the assessment of the patients, results in an overall average service quality score of 4.33 (±0.55) on a scale of 4.33 (±0.55). 5. Service quality is assessed as good. From the research results, the author suggests that hospitals continue to promote their advantages and promote IT applications towards smart hospitals.

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