Đánh giá sự hài lòng của bệnh nhân về chất lượng dịch vụ khám chữa bệnh tại khoa Phục hồi chức năng, Bệnh viện Trường Đại học Y Dược Huế

Patient satisfaction is a critical indicator for evaluating healthcare quality and plays a pivotal role in guiding continuous service improvement. In Vietnam, numerous studies underscore the importance of patient feedback, with satisfaction rates varying significantly across different healthcare facilities. This growing emphasis on patient perspectives, particularly within the context of increasing demands for high-quality public medical services, necessitates a thorough understanding of current service provision. This study addresses this need by assessing outpatient satisfaction with the quality of medical services provided at the Department of Physical Medicine and Rehabilitation, Hue University of Medicine and Pharmacy Hospital, aiming to identify key areas for enhancement and inform strategic decision-making.

Healthcare administrators, hospital managers, policymakers in public health, medical professionals in rehabilitation, and researchers interested in patient satisfaction and healthcare quality improvement.

This cross-sectional descriptive study aimed to evaluate outpatient satisfaction with the quality of medical services at the Department of Physical Medicine and Rehabilitation, Hue University of Medicine and Pharmacy Hospital. Utilizing a standardized survey tool (Decision No. 3869/QD-BYT) on 400 outpatients, data were rigorously analyzed using SPSS 20.0. The findings revealed an overall patient satisfaction rate of 84.4%, indicating a generally positive perception of the healthcare service quality. Specifically, "attitude and professional competence of medical staff" received the highest satisfaction at 92.9%, underscoring the strength of the hospital's human resources. However, "transparency of information and administrative procedures" was identified as the lowest-rated aspect, at 80%. Despite the high overall satisfaction, the rate of comprehensive satisfaction stood at a more modest 25.5%, suggesting potential gaps between specific service aspects and the holistic patient experience. A notable 89.5% of patients expressed intent to return or recommend the service, highlighting strong loyalty and trust. The study concludes that while there is a good baseline of satisfaction, focused improvements in administrative processes, waiting times, and service accessibility are crucial to enhance comprehensive patient experience in rehabilitation services. These insights provide valuable data for hospital management and policymakers to implement targeted interventions, fostering higher satisfaction and ensuring patient-centered care.