MEASURING HEALTHCARE SERVICE QUALITY FOR INPATIENT AT THE NATIONAL HEART INSTITUTE AT BACHMAI HOSPITAL IN VIETNAM

Abstract

Objective: A survey was conducted for measuring healthcare service quality for inpatient at national public general hospital in Hanoi, Vietnam using the Tools of both in the SERVQUAL model and John E. Ware model.

Methods: Cross-Sectional study. The study obtained feedbacks from inpatients over one month from January 2014 to February 2014; after inpatients finished their inpatient care at the hospital, they were asked 30 questions following the tool of both in functional and technical quality, using the five generic dimensions (the original 22 scores) of SERVQUAL instrument to combinate with the one dimensions (8 scores) of John E. Ware model, each question can score from 1-5.

Results: In total, 325 patients were interviewed and completed the survey. Levels of inpatient satisfaction about service quality is influenced by the tool with 6 items (30 score), All dimension (6 dimension) have reliability coefficient > 0.05; and Cronbach alpha coefficient of the model’s 0.932: Including the first is Reliability (5 score), the second is Responsiveness (4 score), the third is Assurance (4 score), the fourth is Empathy (4 score), the fifth is Tangible (5 score), and the sixth is Technical quality (8 score) with highly Corrected Item-Total Correlation of four construct of patient satisfaction in healthcare service quality (from 0.646 to 0.837). Overall, the level of highly inpatient satisfaction about quality of healthcare in the hospital was explained almost 73.954% what could be achieved.

Conclusions: Adjusted research model for the hospital has six contruct from levels of inpatient satisfaction about healthcare service quality is influenced by the tool with 6 factors (30 score). The tool provides feedback on the service quality for medical examination and treatment process of a public hospital experience from the adult inpatient’s perspective at the developing nation as Vietnam.

Keywords: Measuring healthcare service quality, inpatient, SERVQUAL, John E. Ware model.