The situation and factors related to patient satisfaction in outpatient departments, Hai Phong Medical University Hospital in 2021

Abstract

A cross - sectional descriptive study to assess the satisfaction of 371 patients who visited the medical outpatient departments of Hai Phong Medical University Hospital from December 2020 to June 2021. The research results showed that the percentage of patients who are satisfied with the quality of medical examination and treatment services is 76.6%, in which the aspect of "Attitudes and professional capacity of medical staff" had the highest satisfaction proportion and average score (92.8% and 4.45 points). The aspect “Equipment and infrastructure” had the lowest satisfaction proportion and average score (59.7% and 3.69 points). There was a statistically significant difference between patient satisfaction and the following factors: An examination of convenient procedures (OR = 7.44); Time to be examined and consulted by a doctor (OR = 11.74); The waiting room is clean, cool in the summer, airtight and warm in the winter (OR = 25.03); Health workers communicate properly (OR = 34.08), Competence of doctors and nurses meets expectations (OR = 6.51); The examination results were satisfactory (OR = 6,7); Bills, prescriptions, and examination results are fully provided and explained (OR = 9.96).