Sự hài lòng của bệnh nhân nội trú với dịch vụ chăm sóc sức khỏe tại một bệnh viện đa khoa công lập tại Việt Nam trong đại dịch COVID-19

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Tác giả: Thuy Hang Bui, Dong Thi Thuan, Thi Duyen Ngo, Thi Thu Ha Nguyen, Thi Len Nong, Viet Tiep Tran, Thi Du Trinh, Thi Minh Thu Vu

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.79-86

Bộ sưu tập: Metadata

ID: 338302

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Mục tiêu: Bài viết nhằm đánh giá mức độ hài lòng của bệnh nhân nội trú đối với các dịch vụ chăm sóc sức khỏe tại Việt Nam – Bệnh viện Đa khoa Uông Bí Thụy Điển (VSUGH), một bệnh viện tuyến cuối công lập tại Đông Bắc Việt Nam, trong thời gian triển khai các biện pháp phòng ngừa Covid-19 và tìm ra mối tương quan giữa các biến số và tỷ lệ hài lòng. Phương pháp: Một cuộc khảo sát cắt ngang sử dụng bảng câu hỏi thang điểm Likert 5 điểm đã được áp dụng vào tháng 8 năm 2020 với mẫu gồm 117 bệnh nhân nội trú/người nhà của bệnh nhân nội trú xuất viện từ 23 khoa lâm sàng tại VSUGH. Biểu mẫu khảo sát đã được điều chỉnh theo mẫu Bảng câu hỏi về mức độ hài lòng của bệnh nhân nội trú của Bộ Y tế Việt Nam (MOH, 2019). Kết quả: Kết quả cho thấy tỷ lệ hài lòng chung về dịch vụ chăm sóc sức khỏe của bệnh viện là 98,7% (điểm tuyệt đối: 4,8 ± 0,4). Trong số tất cả những người được hỏi, 99,7% hài lòng về khả năng tiếp cận, 99,8% hài lòng về thông tin và quy trình, 96,4% hài lòng về cơ sở vật chất, 99,8% hài lòng về nhân viên y tế và 99,0% hài lòng về kết quả. Bệnh viện đã đáp ứng được 95,7% ± 5,9% kỳ vọng của bệnh nhân. 100% bệnh nhân trả lời rằng họ chắc chắn sẽ quay lại nếu cần hoặc giới thiệu cho người khác. Chỉ số hài lòng toàn diện là 74,4%. Không có sự khác biệt có ý nghĩa thống kê giữa tỷ lệ hài lòng của bệnh nhân nội trú thuộc các nhóm khác nhau về giới tính, độ tuổi, ngày nằm viện và sử dụng bảo hiểm y tế. Kết luận: Mặc dù gặp rất nhiều khó khăn trong đại dịch Covid-19, tỷ lệ hài lòng của bệnh nhân nội trú VSUGH vẫn ở mức cao. Xét về khía cạnh này, có thể thấy rằng dịch vụ chăm sóc sức khỏe do bệnh viện cung cấp khá tốt theo tiêu chuẩn và đánh giá của bệnh nhân nội trú.Objectives: The article was to assess the satisfaction of inpatients with healthcare services of Vietnam – Sweden Uong Bi General Hospital (VSUGH), a public referral hospital in the Northeast of Vietnam, during the time of implementing prevention measures against Covid-19 and fgure out the correlation between the variables and the satisfaction rate. Methods: A cross-sectional survey using a 5 point Likert scale questionnaire was adopted in August 2020 with the sample of 117 inpatients/ family members of inpatients discharged from 23 clinical departments in VSUGH. The survey form was modifed upon the Inpatient Satisfaction Questionnaire sample of Ministry of Health of Vietnam (MOH, 2019). Results: The results showed the overall satisfaction rate on healthcare services of the hospital was 98.7% (absolute score: 4.8 ± 0.4). Of all respondents, 99.7% satisfed with the accessibility, 99.8% satisfed with the information and procedures, 96.4% satisfed with the facilities, 99.8% satisfed with the health workers and 99.0% satisfed with the results. The hospital met 95.7% ± 5.9% of the patients’ expectation. 100% patients replied that they would defnitely return if needed or recommend to others. The comprehensive satisfaction index was 74.4%. There were no statistically signifcant diﬀerences between satisfaction rates of inpatients belong to diﬀerent groups of gender, age, bed days and use of health insurance. Conclusions: In spite of enormous difculties in Covid-19 pandemic, the inpatient satisfaction rate of VSUGH was still high. From an aspect of view, it could be seen that the healthcare services provided by the hospital were quite good upon the inpatients’ standard and assessment.

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