Trải nghiệm của người bệnh nội trú về khía cạnh tương tác của nhân viên y tế tại Bệnh viện Phục hồi chức năng Hà Tĩnh năm 2023

In the context of Vietnam's healthcare system, which emphasizes patient-centered care and hospital quality management as outlined by official regulations, understanding patient experience is crucial for continuous improvement. Ha Tinh Rehabilitation Hospital, like many other institutions, strives to enhance its service quality to foster positive patient experiences, strengthen its brand, and boost patient satisfaction. However, previous studies at the hospital have not fully elucidated specific areas for improvement. This study aims to address this gap by describing the inpatient experiences regarding interaction with healthcare staff at Ha Tinh Rehabilitation Hospital in 2023, providing essential insights for strategic enhancements in service quality.

This academic content is primarily intended for hospital leaders, healthcare administrators, policymakers in public health, and medical professionals involved in rehabilitation hospital management and service quality improvement. Researchers focusing on patient experience and healthcare outcomes will also find this study valuable.

This cross-sectional study investigated inpatient experiences and associated factors at Ha Tinh Rehabilitation Hospital in 2023, involving 238 inpatients across five clinical departments. Employing a structured questionnaire adapted from the consumer assessment of healthcare providers and systems (CAHPS) tool, data was meticulously collected and analyzed using SPSS 23.0 to provide a comprehensive overview. The findings reveal a high level of positive patient experience concerning interactions with doctors, nurses, and technicians, with 91.6%, 82.3%, and 79.8% of patients reporting positive encounters, respectively. Patients also reported generally positive interactions with medical staff upon admission. However, a notable area for improvement was identified in interactions with non-medical staff, specifically security and parking personnel, where positive experiences were significantly lower at only 53%. The discussion further highlights the critical role of nursing communication, comprehensive doctor-patient interaction, and the overall hospital environment in shaping service quality. These results offer practical evidence and actionable insights for hospital leaders to refine communication protocols, enhance staff training, and implement targeted interventions. The study's implications underscore the importance of addressing all touchpoints of the patient journey to consistently elevate patient satisfaction and overall healthcare delivery.