Khảo sát sự hài lòng của người bệnh nội trú tại Bệnh viện Bỏng Quốc gia Lê Hữu Trác năm 2023

Abstract

Objective: To assess the level of patient satisfaction with the attitude of medical staff and the facilities and means of serving patients in 2023.
Research subjects and methods: cross-sectional descriptive study on 703 subjects using the Ministry of Health's criteria for assessing patient satisfaction.
Results: Satisfaction score 4.39; overall satisfaction rate 95.4%, Overall satisfaction index 57.47%, Response rate compared to expectations 92.85%. Regarding attitude, there were 3 comments on the attitude of medical staff and service staff at level 2; Satisfaction rate from 95.87% to 98.72%; The overall satisfaction index according to the characteristics was higher than 80%, highest in patients ≤ 18 years old (97.16%), Pediatric Burn Department (98.75%) and in patients treated for 15 - 28 days (97.79%). Regarding facilities and services: there were 3 satisfaction criteria below 90%: Toilets, bathrooms, Guaranteed privacy and service of the hospital canteen; The satisfaction rate was 94.7%, varying by department (p = 0.011); The overall satisfaction index was 59.6%, increasing with age and highest in the group over 60 years old (p < 0.05), varying by department and by treatment day (p < 0.001).
Conclusion: The criteria are all basic with a satisfaction rate of > 90%, the satisfaction indexes are different depending on the department, age and treatment stage of the patient. Regarding communication and behavior, there are still patients who are not satisfied and the satisfaction rate is different depending on the department. Satisfaction with facilities is lower than communication and behavior and is not uniform, different depending on the department and the satisfaction rate is < 90% regarding toilets, bathrooms, ensuring patient privacy and service of the hospital canteen.