Trải nghiệm của người bệnh đến khám chữa bệnh dịch vụ ngoại trú và một số yếu tố liên quan tại Trung tâm Kỹ thuật cao và Tiêu hoá Hà Nội, Bệnh viện Đa khoa Xanh Pôn

Abstract

Objectives: To describe the patient experience with fee-based outpatient medical examination and treatment and to identify associated factors at the Hanoi Center for High-tech and Gastroenterology - Saint Paul General Hospital in 2023.

Subjects and

Methods: A cross-sectional descriptive study was conducted on 400 outpatients using fee-based services (over 18 years old) from 1 April 2023 to 30 September 2023.

Results: 87.8% of patients had an overall positive experience. The highest positive experiences concerned security and order (99.3%), medical staff uniforms (96.5%), examination registration (95.2%), and explanation of the medical condition (94.8%). Lower positive experiences concerned toilets (72.8%), attitude of medical staff (55.25%), utility services (44.5%), and waiting chairs (30.3%). No association was found between demographic factors and patient experience (p>0.05). There were statistically significant associations between overall experience and examination registration, being served in order, attitude of medical staff, and ensuring privacy (p<0.05).

Conclusions: Most patients had a positive experience with fee-based outpatient services. Priority should be given to improving facilities and utility services and to strengthening the communication skills of medical staff.