Assessment of the satisfaction level of inpatients’ relatives at the Respiratory Department of Hai Duong Children's Hospital in 2020

Abstract

Patient satisfaction is the most important
criterion to measure the response of medical
facilities to patients’ expectations about
medical services. A cross-sectional descriptive
epidemiological study was conducted on 95
relatives of inpatients treated at the Respiratory
Department - Hai Duong Children’s Hospital
from October 2020 to November 2020 to
assess their level of satisfaction. The results
showed that the overall satisfaction rate
of the whole department was 87.6% (4.32
points); For criterion A (accessibility) is 4.45
points (88.9%), criterion B (transparency
of information and medical examination
procedures) is 4.6 points (100%), criterion
C (facilities and means of serving patients)
is 4.01 points (73.1%), criterion D (attitude,
professional competence of medical staff)
is 4.46 points (98.4%), criterion E (service
delivery results) is 4.1 points (86.2%); The
majority of patients’ relatives will definitely
return or recommend others to the hospital
for treatment (97%). The study also shows
that relatives of inpatients at the respiratory
department, Hai Duong Provincial Children’s
Hospital have a high satisfaction rate with
the hospital’s service provision activities.
This shows the prestige and reliability of the
respiratory department - Hai Duong Children’s
Hospital for relatives of inpatients.