MEASURING SERVICE QUALITY FOR MEDICAL EXAMINATION AT A NATIONAL PUBLIC HOSPITAL IN VIETNAM BY TOOLS OF THE VICTORIAN PATIENT SATISFACTION MONITOR

Abstract

Objective: A survey was conducted for outpatient satisfaction in Bachmai Hospital using the Tools of the Victorian Patient Satisfaction Monitor (VPSM) 2012 to address the patient satisfaction (PS) of hospital service quality.

Subject and method: The study obtained feedback from patients from December 2013 to January 2014. When the patients could not be interviewed, the attendant, a modified version of the Patient Satisfaction by the VPSM with 6 items (25 score) was used in General Clinic Department at Bachmai Hospital in Vietnam.

Result: In total, 550 people were interviewed and 513 patients completed the survey. Levels of customer satisfaction about service quality were influenced by the VPSM with 6 items (25 score) and Cronbach alpha coefficient’s 0.932, Including the (1) Access and Admission, (2) General Patient information, (3) Treatment and Related information, (4) Complaints  Management, (5) Physical Environment, (6) Discharge and Follow-Up, with highly Corrected Item-Total Correlation of six constructs of patient satisfaction (from 0.721 to 0.884). Overall, the level of high patient satisfaction in BachMai hospital was explained at almost 65% of what could be archieved. There was no difference in the assessment of the service quality for medical examination with gender, level of education, the monthly income level or with the model of research.

Conclusions: Adjusted research model for the hospital has sixth constructs of levels of customer satisfaction about service quality is influenced by the VPSM with 6 items (25 score). The VPSM provides feedback on the service quality for medical examination of a public hospital experience from the adult outpatient perspective at the developing nation of Vietnam.

Keywords: Service quality, medical examination, patient satisfaction, VPSM