Satisfaction with quality of health insurance examination and treatment at commune health centers and related factors of patients in Hoa Binh province, 2018

Abstract

A cross - sectional study to describe the satisfaction and some related factors of 471 people who have had health insurance and have used services at commune health centers (CHC) in 2 districts (Mai Chau and Tan Lac) of Hoa Binh province in 2018. Results showed that 76.9% of participants were satisfied with the quality of health insurance examinations and treatment services in general. For various aspects of the service satisfaction, the rates ranged from 58% to 81%, in which the factor of “service assurance” (such as the qualifications and attitudes of commune health workers) was at the highest rate, the lowest rate was the factor of “tangible equipment” (such as the CHC’s facilities and equipment). Factors related to patients’ satisfaction were having doctor at CHC (aOR: 3.7, 95% CI: 1.8 - 7.6); having applied information technology (aOR: 2.6, 95% CI: 1.4 - 4.5); having sufficient facilities and equipment (aOR: 7.5, 95% CI: 3.2 - 17.6) and having collaboration with the social insurance agency at district level (aOR: 8.7, 95% CI: 3.9 - 19.2). The results provide information for health authorities in Hoa Binh province having specific strategies to improve the quality of medical examination and treatment at grassroots level, especially health insurance services.