Thực trạng chất lượng dịch vụ khám bệnh, chữa bệnh của Khoa Điều trị ban ngày, Bệnh viện Nhi Đồng 2, Thành phố Hồ Chí Minh năm 2024

The quality of medical examination and treatment services is paramount in healthcare, directly influencing patient satisfaction and trust. Within the unique context of day treatment departments, where patients receive intensive care without overnight stays, assessing service quality becomes particularly critical. This study addresses a notable gap in the literature by evaluating the current status of medical examination and treatment services at the Daytime Treatment Department of Children's Hospital 2, Ho Chi Minh City, using the Key Quality Characteristics Assessment for Hospitals (KQCAH) model. By identifying factors related to service quality, this research aims to provide crucial insights to enhance healthcare delivery and patient experience in this specialized setting.

Healthcare administrators, policymakers, medical professionals, and researchers in healthcare quality management, particularly those focusing on pediatric care and day treatment services.

This descriptive cross-sectional study aimed to comprehensively evaluate the quality of medical examination and treatment services and identify related factors at the Daytime Treatment Department of Children's Hospital 2 in Ho Chi Minh City in 2024. Using a structured questionnaire, data was collected from 396 pediatric patients' relatives. The findings reveal a high overall satisfaction rate, with 85.6% of relatives expressing satisfaction with the service quality, achieving an average score of 4.14 ± 0.89. Key aspects such as tangibles, effective complaint handling, and thorough preparation for patient discharge received particularly high ratings. Logistic regression analysis identified several significant factors influencing satisfaction. Specifically, male relatives reported higher satisfaction than female relatives, and relatives aged 50 and above were more satisfied than those under 50. The ability of medical staff to quickly and effectively handle patient complaints (OR=8.8) and meticulous preparation for patient discharge (OR=20.48) were strong positive predictors of overall satisfaction. To improve the quality of medical examination and treatment services, the study recommends focusing on specific demographics, such as enhancing support for female pediatric patients' relatives, and emphasizing staff's proactive engagement, quick problem-solving, attentive care, and responsibility. The findings underscore the importance of continuous quality improvement initiatives within day treatment departments, suggesting further research across various hospital settings and the need to enhance staff communication skills and resource allocation to build patient trust.