ỨNG DỤNG KẾT QUẢ CỦA NGHIÊN CỨU TỔNG QUAN HỆ THỐNG TRONG THIẾT KẾ NGHIÊN CỨU VỀ SỰ HÀI LÒNG CỦA NGƯỜI BỆNH ĐỐI VỚI DỊCH VỤ Y TẾ TẠI BỆNH VIỆN Ở VIỆT NAM

Abstract

Introduction: Patient satisfaction is considered a crucial measure to evaluate the quality of healthcare services at hospitals. Materials and Methodology: A systematic review was conducted across four databases including PubMed, Cochrane Library, Embase, and Vietnamese scientific publications. Data were managed using Mendeley Desktop software and synthesized in Microsoft Excel. Characteristics and outcomes of the studies were summarized and compared with the guidelines provided in Decision 3869/QD-BYT to propose a research design on patient satisfaction with healthcare services at hospitals in Vietnam. Results and Discussions: Out of 132 studies, 41 met the selection criteria and were included in the systematic review. Studies reported patient satisfaction levels of 75% or higher. Aspects related to access to healthcare services and the communication demeanor of healthcare staff showed patient satisfaction rates above 85%, while the physical infrastructure aspect still lacked patient satisfaction. Recommendations for facilitating patient satisfaction surveys were also outlined. Conclusion: Studies conducted after the issuance of Decision 3869/QD-BYT showed higher satisfaction rates compared to earlier stages, but the utilization rate of accompanying toolkits remained low.