Khảo sát sự hài lòng của người bệnh và thân nhân người bệnh điều trị nội trú tại Bệnh viện Bỏng Quốc gia Lê Hữu Trác năm 2020

Abstract

Objective: Describe the satisfaction of patients and relatives of patients in inpatient care at the Le Huu Trac National Burn Hospital 2020, identifying some relevant factors.
Subjects and methods: Performed on 326 patients and relatives of patients inpatient treatment at the Le Huu Trac National Burn Hospital from April to August 2020. The Cross-sectional study, analytical description; directly interviewing research subjects with pre-designed questionnaires.
Results: The average satisfaction score is 4.55/5 points, the highest is the aspect of service delivery results (4.66/5 points), followed by the Behavior and professional capacity of health workers. (4.63/5 points), Accessibility (4.58/5 points), Information transparency and curative care procedures (4.55/5 points), the lowest is Facilities and facilities patient service (4.42/5 points).
The overall satisfaction rate is 97.5%; the comprehensive satisfaction index 71.5%; the response level of the hospital compared to an expectation of patients reached 96.8%; 86.2% of patients will return or refer to others. No relationship has been found between subject characteristics (patient/patient's relative), age, time of the survey, length of hospital stay, health insurance or not, department of treatment and general satisfaction of the patient. relatives of the patient (p > 0.05). The comprehensive satisfaction ratio has a close relationship with the treatment department: the highest is at the Wound healing center (80.2%), followed by the Intensive care department (78.3%), and Adult burns department (77, 1%), the lowest one in the Physical therapy and rehabilitation department (38.7%) (p = 0.001).
Conclusion: Patients and relatives of patients inpatient treatment at a highly trusted Le Huu Trac National Burn Hospital with the quality of medical care provided at the hospital. However, it is necessary to continue to invest more in infrastructure (bathrooms, toilets, food services, to ensure the privacy of the patient) and to train in communication skills and behavior for all staff throughout the hospital.