Đánh giá chất lượng dịch vụ và sự hài lòng của khách hàng thực hiện thụ tinh trong ống nghiệm tại Bệnh viện Đại học Y Hà Nội: Tiếp cận từ mô hình chăm sóc lấy người bệnh làm trung tâm

Infertility is a pervasive global health challenge, affecting millions of couples worldwide and often leading to significant psychological stress and financial burdens. Assisted reproductive technologies, particularly In Vitro Fertilization (IVF), offer a crucial pathway to parenthood. Beyond clinical success rates, the quality of healthcare services, viewed from a patient-centered perspective, is increasingly recognized as paramount. Patient satisfaction, therefore, serves as a critical indicator of service excellence, especially in high-stakes medical procedures like IVF. This study aims to provide a comprehensive assessment of satisfaction levels among patients utilizing IVF services at the Center for Assisted Reproduction and Tissue Engineering, Hanoi Medical University Hospital, while also identifying the key factors influencing these satisfaction outcomes.

Healthcare professionals, hospital administrators, policymakers in reproductive health, and researchers interested in patient-centered care and service quality in IVF.

This cross-sectional descriptive study investigated patient satisfaction with In Vitro Fertilization (IVF) services at Hanoi Medical University Hospital, employing a patient-centered care approach. Conducted on 130 female clients undergoing IVF cycles between May and July 2025, data were gathered using a structured questionnaire based on the PCQ-Infertility scale and WHO framework, utilizing a 5-point Likert scale to assess various dimensions of service quality. The findings revealed an overall mean satisfaction score of 21.1 ± 3.06 out of 25, indicating a generally high level of contentment. Patients reported the highest satisfaction with "Perceived Outcomes" (4.47 ± 0.25), reflecting confidence in professional expertise and treatment results. Conversely, "Treatment Costs" received the lowest satisfaction score (3.9 ± 0.69), highlighting a significant area for improvement. Multivariable regression analysis demonstrated that higher educational levels and average monthly incomes were significantly and negatively associated with satisfaction scores (p < 0.05), suggesting that more intellectual and affluent clients may hold more stringent expectations. Factors such as infertility duration and age did not show statistical significance. The study concludes that IVF service quality at the Hanoi Medical University Hospital is highly rated, particularly concerning professional trust and staff attitude. However, optimizing the patient experience necessitates improvements in financial counseling, transparent cost breakdowns, and enhanced care coordination continuity. Recommendations include implementing detailed cost estimates, team-based care models, improving waiting areas, and exploring financial support mechanisms like health insurance coverage or credit programs to address cost-related concerns and further elevate patient satisfaction.